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12.4 Technical Appendix & Glossary

This section contains the Glossary of terms and the Technical Appendix containing event payloads and Kubernetes manifest structures.

12.4.1 Glossary of Terms​

  • SLA (Service Level Agreement): Target response and resolution times.
  • MTTR (Mean Time to Resolution): KPI measuring helpdesk speed.
  • FCR (First Contact Resolution): KPI measuring the percentage of tickets resolved without transfers.
  • CQRS (Command Query Responsibility Segregation): Design pattern separating write commands from read queries.
  • Apache Kafka: Asynchronous distributed event streaming platform used to sync microservices.
  • React: Component-based front-end SPA library.
  • .NET 9: Open-source framework used to build REST API services.
  • MediatR: In-process dispatcher library used to handle CQRS patterns.
  • JWT (JSON Web Token): Bearer tokens used for authorization.
  • mTLS (Mutual TLS): Secure service-to-service API communication.
  • UUID (Universally Unique Identifier): 128-bit cryptographic key used for guest tracking links.

12.4.2 Technical Appendix​

12.4.2.1 Allowed Attachment MIME Formats​

  • application/pdf (.pdf)
  • application/msword (.doc)
  • application/vnd.openxmlformats-officedocument.wordprocessingml.document (.docx)
  • text/plain (.txt)
  • image/jpeg (.jpg)
  • image/png (.png)

12.4.2.2 Apache Kafka Topic Registry​

  • ticket-creation: Carries TicketCreatedEvent payloads.
  • ticket-assignment: Carries TicketAssignedEvent payloads.
  • device-linking: Carries DeviceLinkedToTicketEvent payloads.
  • ticket-notifications: Queue for email and WhatsApp notifications.

12.4.2.3 Kafka Event Payload Schemas (JSON)​

12.4.2.3.1 DeviceLinkedToTicketEvent Schema​

{
  "$schema": "http://json-schema.org/draft-07/schema#",
  "title": "DeviceLinkedToTicketEvent",
  "type": "object",
  "properties": {
    "ticketId": { "type": "integer" },
    "ticketNumber": { "type": "string" },
    "deviceCode": { "type": "string" },
    "facilityCode": { "type": "string" },
    "linkedByUserId": { "type": "integer" },
    "timestamp": { "type": "string", "format": "date-time" }
  },
  "required": [
    "ticketId",
    "ticketNumber",
    "deviceCode",
    "facilityCode",
    "linkedByUserId",
    "timestamp"
  ]
}

12.4.2.4 Kubernetes Deployment Manifest (API Gateway Ingress)​

apiVersion: networking.k8s.io/v1
kind: Ingress
metadata:
  name: moh-helpdesk-ingress
  namespace: moh-production
  annotations:
    kubernetes.io/ingress.class: "nginx"
    nginx.ingress.kubernetes.io/ssl-redirect: "true"
    nginx.ingress.kubernetes.io/backend-protocol: "HTTP"
spec:
  tls:
    - hosts:
        - helpdesk.moh.gov.bd
      secretName: moh-tls-secret
  rules:
    - host: helpdesk.moh.gov.bd
      http:
        paths:
          - path: /api/v1/users
            pathType: Prefix
            backend:
              service:
                name: user-microservice-svc
                port:
                  number: 5001
          - path: /api/v1/tickets
            pathType: Prefix
            backend:
              service:
                name: ticket-microservice-svc
                port:
                  number: 5002
          - path: /api/v1/devices
            pathType: Prefix
            backend:
              service:
                name: device-microservice-svc
                port:
                  number: 5003
          - path: /
            pathType: Prefix
            backend:
              service:
                name: react-frontend-svc
                port:
                  number: 80