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1983 HARLEY'S Unified Multi-Department Employee & Store Helpdesk Flow (HDK-1..16 · J32)
← Oven Command 🎬 Interactive Storyboard J32 🎨 UX Options Studio 🛟 Open Live /helpdesk

Unified Multi-Department Employee & Store Helpdesk Flow (HDK-1..16 · J32 · /helpdesk)

👑 READY FOR OWNER SIGN-OFF (2026-10-23 01:15 IST — cfo@harleys.com · Intake O-056 / HDK-1..16) · Harley's Executive 3-Zone Readout (O-040, O-051, O-052, O-053 Pastel Aqua #98DDDE + Victorian Double-Gold #C5A059 + 3D Raised Beams + Deep Teal #0D5C63 — Zero Dark Colors) · Interactive Storyboard: J32 · UX Studio: helpdesk-ux-options.html · Live Route: /helpdesk

ZONE 1 · EXECUTIVE SUMMARY & OWNER SIGN-OFF CHECKLIST (0.5 PAGE)

1A. The Owner's Mandate (01:11 IST — O-056)

"Intake Request for a Helpdesk Flow, where each of the requests coming in from people are routed to either IT / Compliance / HR / Maintenance / SCM / Manager Escalation / Anonymous type requests or feedback. Each of them should have their own Operator side view where they can track the issues, respond to the requestor and work towards resolution! With appropriate routing, groups. When a ground person logs a request, if its not a manager escalation or an anonymous submission, request goes to manager for routing to appropriate department queue with details and it gets picked up by that department."

1B. Why This Architecture Eliminates Ground-to-HQ Friction

  • Two-Track Smart Routing Engine (HDK-4..8):
    • Track 1 — Standard Ground Request (IT, COMPLIANCE, HR, MAINTENANCE, SCM) → Store Manager Gate First (AWAITING_MANAGER_TRIAGE): When a ground staff member logs a request in these 5 categories, it lands in their Store Manager's Triage Queue first (/helpdesk?tab=manager-triage + top-bar Alerts). The Store Manager either resolves it locally at the store (RESOLVED_AT_STORE) or enriches it with manager context, verified department group, and severity (P1/P2/P3) and taps [🚀 Route to Department Queue] (ROUTED_TO_DEPT), where it gets Picked Up (IN_PROGRESS) by that Department's Operators.
    • Anti-Bottleneck Safety Valve (HDK-8): If the Store Manager is on Silent Day Off (SILENT-DAY-7) or does not triage within SLA (30m P1 / 2h P2), the ticket auto-routes to the target Department Queue + Cluster Manager stamped [⏱ Auto-Routed: Manager Triage SLA Breached].
    • Track 2 — Protected Bypass (MANAGER_ESCALATION & ANONYMOUS) → 100% Store-Manager Bypass (HDK-4): Never touches the Store Manager's queue and is strictly invisible (HTTP 403 / SQL-filtered out) to the Store Manager! ANONYMOUS strips all PII at ingestion and issues a blinded receipt code (ANON-7F4A-92C1) for two-way anonymous chat.

1C. The 7 Canonical Request Categories & Operator Groups (HDK-1..3)

# Category Code Dedicated Operator Group Routing Track Representative Ground & Store Issues Manager Triage / Operator SLA
1 IT IT_OPS_GROUP
IT Support & Digital Ops		 Track 1 · Via Store Mgr POS freeze, Rista order sync lag, Kiosk tablet Wi-Fi/camera, KOT printer jam, @harleys.com SSO/PIN help Mgr Triage: 30m P1 / 2h P2
Resp: 15m P1 · Res: 4h P1
2 COMPLIANCE COMPLIANCE_LEGAL_GROUP
Legal, FSSAI & Food Safety		 Track 1 · Via Store Mgr FSSAI / Trade / Fire licence display query, inspector visit support, pest sighting, allergen/hygiene SOP query Mgr Triage: 30m P1 / 2h P2
Resp: 15m P1 · Res: 4h P1
3 HR HR_PEOPLE_GROUP
People, Payroll & Roster Ops		 Track 1 · Via Store Mgr Payslip / overtime query, PF/ESI UAN help, leave balance or shift roster dispute, uniform/ID card, staff loan query Mgr Triage: 2h
Resp: 4h · Res: 24h–48h
4 MAINTENANCE FACILITIES_MAINT_GROUP
Projects, Facilities & MEP		 Track 1 · Via Store Mgr Showcase chiller temp excursion, espresso machine pressure drop, deck oven element, AC leak, plumbing/electrical (links Stop 2) Mgr Triage: 30m P1 / 2h P2
Resp: 30m P1 · Res: 4h P1
5 SCM SCM_CPU_GROUP
Supply Chain & Central Kitchen		 Track 1 · Via Store Mgr Central Kitchen crate shortfall, damaged cake batch (HRL-LOT-*), cold-chain van temp excursion, packaging stockout Mgr Triage: 30m P1 / 1h P2
Resp: 30m P1 · Res: 2h P1
6 MANAGER_ESCALATION CLUSTER_OPS_HR_ESCALATION_GROUP
Cluster Mgr + Ops Head + HR Head		 Track 2 · 100% Mgr Bypass Unresolved store blocker ignored by Store Manager, unfair shift/roster treatment, store leadership conduct escalation 0m Direct Bypass
Resp: 1h P1 · Res: 24h
7 ANONYMOUS ETHICS_POSH_ANONYMOUS_GROUP
POSH / Ethics Committee + HR Head + CFO		 Track 2 · Zero-PII Vault Anonymous whistleblower report, POSH disclosure, pilferage/cash-skimming tip-off, food safety cover-up, candid feedback 0m Direct Bypass
Resp: 2h · Res: 48h (ANON-* token)

ZONE 2 · TWO-TRACK ROUTING ARCHITECTURE, 3 PERSONA VIEWS & JOURNEYS (1.0 PAGE)

2A. Two-Track Routing & State Machine Diagram (HDK-4..14)

[PERSONA 1: GROUND REQUESTOR (Barista / Commis / Cashier / Shift Lead · EN | HI + 🔊 Voice)]
  |-- Selects 1 of 7 Visual Category Tiles + Enters Issue Details / Photo / Voice Note
  |
  +--> IF Category IN (IT, COMPLIANCE, HR, MAINTENANCE, SCM) ===> [TRACK 1: STORE MANAGER TRIAGE GATE FIRST (HDK-5..8)]
  |      |-- State: AWAITING_MANAGER_TRIAGE -> Lands in [PERSONA 2: STORE MANAGER TRIAGE VIEW (/helpdesk?tab=manager-triage)]
  |      |-- Option A: Store Manager fixes locally at store -------------> State: RESOLVED_AT_STORE
  |      |-- Option B: Store Manager confirms/updates Dept Group, sets
  |      |             Priority (P1/P2/P3), adds Manager Context Note,
  |      |             & taps [🚀 Route to Department Queue] ------------> State: ROUTED_TO_DEPT (Enters Target Dept Queue)
  |      +-- Safety Valve (HDK-8): Manager on Silent Day Off (SILENT-DAY-7)
  |            or Triage SLA (>30m P1 / >2h P2) expires -----------------> Auto-Routes to Dept Queue + Cluster Mgr Alert
  |
  +--> IF Category == MANAGER_ESCALATION                     ===> [TRACK 2A: PROTECTED ESCALATION BYPASS (HDK-4)]
  |      |-- 100% Invisible to Store Manager (HTTP 403 / SQL-Filtered)
  |      +-- Immediately enters CLUSTER_OPS_HR_ESCALATION_GROUP ---------> State: ROUTED_TO_DEPT
  |
  +--> IF Category == ANONYMOUS                              ===> [TRACK 2B: ZERO-PII CRYPTOGRAPHIC VAULT BYPASS (HDK-4)]
         |-- Strips requester_person_id, IP, & session at ingestion
         |-- Issues blinded token (e.g. ANON-7F4A-92C1) for two-way anonymous replies
         +-- Immediately enters ETHICS_POSH_ANONYMOUS_GROUP -------------> State: ROUTED_TO_DEPT
                                                                                     |
  +----------------------------------------------------------------------------------+
  v
[PERSONA 3: DEPARTMENT OPERATOR CONSOLE (/helpdesk?tab=operator&queue=IT|COMPLIANCE|HR|MAINTENANCE|SCM|ESC|ANON)]
  |-- Operator in matching group taps [🙋 Pick Up Ticket] ----------------> State: IN_PROGRESS (assigned_operator_id stamped)
  |-- Operator & Requestor exchange Two-Way Messages / Photos ------------> State: AWAITING_REQUESTOR_INFO <-> IN_PROGRESS
  |-- Need another dept? Operator taps [🔄 Transfer Department Group] ----> Re-queues to new group with audit log
  |-- Operator completes resolution & taps [✅ Mark Resolved] ------------> State: RESOLVED_PENDING_CONFIRMATION
  v
[REQUESTOR RESOLUTION CONFIRMATION GATE (HDK-14)]
  |-- Requestor taps [✓ Confirm Resolved] (or 72h auto-close) ------------> State: CLOSED_VERIFIED (CSAT 1-5 recorded)
  +-- Requestor taps [↩ Reopen — Issue Persists] -------------------------> State: REOPENED_ESCALATED (Bumps priority +1)

2B. The 3 Role-Scoped Workbenches (HDK-9..14)

1. Ground Requestor View Kiosk & Mobile
  • Bilingual EN | HI + 🔊 Voice: 7 visual tiles with upfront routing badge ("Routes via Store Manager" vs "Direct Confidential Bypass").
  • Live 5-Step Progress Tracker: Logged → Manager Routing → Picked Up by Dept Operator → Operator Replied → Resolved.
  • Two-Way Chat & Sign-Off Gate: Reply directly to the assigned Department Operator and tap [✓ Confirm Resolved] or [↩ Reopen].
  • ANON-* Token Vault Lookup: Check & reply to anonymous submissions using only the receipt token (ANON-7F4A-92C1).
2. Store Manager Routing Gate Track 1 Gate
  • Queue of Ground Requests (AWAITING_MANAGER_TRIAGE): Shows all new IT, COMPLIANCE, HR, MAINTENANCE, and SCM requests from outlet staff.
  • Department & Severity Enrichment: Verify or re-select target Department Queue, set P1 / P2 / P3, attach asset/batch tag, and add Manager Triage Note.
  • 1-Click Routing or Local Fix: Tap [🚀 Route to Department Queue] (moves to ROUTED_TO_DEPT) or [✓ Resolve Locally at Store].
  • Strict Blackout: Never sees MANAGER_ESCALATION or ANONYMOUS tickets (HTTP 403).
3. Department Operator Console 7 Dept Queues
  • Scoped per Operator Group: Dedicated queue view for IT_OPS_GROUP, COMPLIANCE_LEGAL_GROUP, HR_PEOPLE_GROUP, FACILITIES_MAINT_GROUP, SCM_CPU_GROUP, CLUSTER_OPS_HR_ESCALATION_GROUP, and ETHICS_POSH_ANONYMOUS_GROUP.
  • Pickup & Ownership: Tap [🙋 Pick Up Ticket] to claim from ROUTED_TO_DEPT into IN_PROGRESS.
  • Two-Way Requestor Chat & Internal Notes: Send public replies to the requestor (PUBLIC_THREAD) or private operator notes (INTERNAL_OPERATOR_ONLY).
  • Group Transfer & Resolution: Tap [🔄 Transfer Group] or [✅ Mark Resolved].

ZONE 3 · POSTGRESQL DDL, RBAC MATRIX & ADVERSARIAL GUARDRAILS (0.5 PAGE)

3A. Production PostgreSQL Schema Summary (HDK-15..16 — 5 Core Tables)

Table Name Primary Key & Scope Key Columns & Hard DB Constraints Architectural Purpose
helpdesk_queues queue_code VARCHAR(32) PK operator_group_code, requires_manager_triage, strict_manager_blackout, zero_pii_anonymous_vault, SLA mins Defines the 7 canonical categories, routing track rules, and SLA timers.
helpdesk_operator_groups group_member_id UUID PK operator_group_code, operator_person_id, operator_role ('OPERATOR'|'QUEUE_LEAD'|'ESCALATION_HEAD'), city_scope Maps department operators and queue leads to their authorized queues.
helpdesk_tickets ticket_id VARCHAR(32) PK queue_code, status, requester_person_id (NULL for ANONYMOUS via chk_hdk_anonymous_zero_pii), triaged_by_manager_id, assigned_operator_id, linked_maintenance_case_id, linked_scm_batch_lot Single source of truth for ticket lifecycle, manager routing enrichment, operator pickup, and requestor sign-off.
helpdesk_messages message_id UUID PK ticket_id, sender_role ('REQUESTOR'|'STORE_MANAGER'|'DEPT_OPERATOR'|'SYSTEM_AUTO'), visibility ('PUBLIC_THREAD'|'INTERNAL_OPERATOR_ONLY'), body_text Powers two-way requestor ↔ operator communication (including blinded ANON-* threads) and private operator notes.
helpdesk_routing_audit_log audit_id UUID PK ticket_id, action_type, from_status, to_status, from_group_code, to_group_code, actor_person_id, actor_note Immutable audit trail of every manager triage, SLA auto-route, operator pickup, group transfer, and resolution.

3B. Adversarial Security & Anti-Retaliation Invariants (HDK-SEC-01..06)

  • HDK-SEC-01 (Strict Store-Manager Blackout on Track 2): Store Managers and Shift Leads receive HTTP 403 Forbidden on any MANAGER_ESCALATION or ANONYMOUS ticket; SQL queries for outlet_manager strip both queues unconditionally.
  • HDK-SEC-02 (Zero-PII Cryptographic Anonymous Vault): PostgreSQL constraint chk_hdk_anonymous_zero_pii guarantees requester_person_id IS NULL for every ANONYMOUS row; two-way replies authenticate exclusively against anon_ticket_token_hash (e.g., ANON-7F4A-92C1).
  • HDK-SEC-03 (Anti-Pocket-Veto Manager Triage SLA & Silent Day Off Auto-Route): If a Store Manager is on Silent Day Off (SILENT-DAY-7) or leaves an AWAITING_MANAGER_TRIAGE ticket un-routed past 30m (P1) / 2h (P2), the engine auto-routes it to ROUTED_TO_DEPT and alerts the Cluster Manager.
  • HDK-SEC-04 (Cross-Department Queue Isolation): Operators only access queues matching their helpdesk_operator_groups membership; sensitive HR and ETHICS_POSH_ANONYMOUS_GROUP tickets are strictly isolated from IT, SCM, and MAINTENANCE operators.
  • HDK-SEC-05 (Anti-Ghost-Closure Requestor Confirmation Gate): Operators mark tickets RESOLVED_PENDING_CONFIRMATION; only the Requestor's [✓ Confirm Resolved] (or a 72h uncontested window) transitions the ticket to CLOSED_VERIFIED.