1983 HARLEY'S

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

7 Operator Queues (IT · Compliance · HR · Maintenance · SCM · Manager Escalation · Anonymous) · Store Manager Routing Gate · Two-Way Operator Console
📖 3-Zone Intake Readout 🎨 UX Options Studio 🛟 Open Live /helpdesk
7 Department Queues
7 Active Groups
IT · Compliance · HR · Maint · SCM · Escalation · Anonymous
Store Manager Triage Gate
3 Awaiting Routing
Track 1: Ground → Store Mgr → Dept Queue
Protected Bypass (Track 2)
100% Mgr Blackout
Manager Escalation & Anonymous (ANON-* Vault)
Anti-Bottleneck Safety Valve
30m P1 / 2h P2
Auto-routes if Manager on Silent Day Off or SLA breached

Step 1 · Ground Person Logs a Request or Confidential Feedback (7 Categories)

Outlet: Jubilee Hills (JUB-01) · Staff: Ramesh K. (Barista)
👥 HR & PayrollHR
Payslip, overtime, PF/ESI, leave/shift roster, uniform, loan
Track 1 · Via Store Manager
💻 IT & POSIT
POS freeze, Rista sync, Wi-Fi, Kiosk tablet, KOT printer, SSO
Track 1 · Via Store Manager
⚖ ComplianceLEGAL
FSSAI/Trade licence query, inspector support, food safety SOP
Track 1 · Via Store Manager
🔧 MaintenanceMAINT
Chiller, espresso machine, deck oven, AC, plumbing (Stop 2)
Track 1 · Via Store Manager
🚚 SCM & KitchenSCM
Central Kitchen crate shortfall, damaged batch HRL-LOT-*, cold chain
Track 1 · Via Store Manager
🚨 Manager EscalationBYPASS
Escalation about store leadership, unfair treatment, blocked issue
Track 2 · 100% Store-Mgr Bypass
🕵 Anonymous VaultZERO-PII
Anonymous POSH, ethics, safety, whistleblower or candid feedback
Track 2 · Blinded ANON-* Token

Log New Request (HR — Track 1: Routes to Store Manager First)

📍 Routing Rule: Because this is a standard ground request (HR), it will go to your Store Manager first to attach attendance context & route to HR_PEOPLE_GROUP.

My Active Requests & Two-Way Operator Thread

HDK-2026-0104 · HR (`HR_PEOPLE_GROUP`) — Overtime 6 hrs verification IN_PROGRESS · Picked Up by Ananya M. (HR Ops)
1. Logged by Crew 2. Store Mgr Routed 3. Picked Up by HR 4. Operator Replied 5. Confirm Resolved
Store Manager Routing Note (Vikram S.): "Verified biometric log for 18-Oct; 6h overtime is genuine. Routing to HR Payroll queue."
HR Operator Reply (Ananya M. · 4m ago): "Hi Ramesh, we have credited the 6 hrs OT (`₹1,140`) to your Oct payout batch. Please confirm resolution below!"
🕵 Anonymous Token Vault Lookup (`ANON-*` Two-Way Reply) Zero-PII Vault
Token ANON-7F4A-92C1 (ETHICS_POSH_ANONYMOUS_GROUP): "Ethics Lead picked up your submission. Zero identity metadata stored. Thank you for reporting."

Step 2 · Store Manager Routing & Triage Gate (`/helpdesk?tab=manager-triage`)

Protected Blackout Active: `MANAGER_ESCALATION` & `ANONYMOUS` Bypass Store Manager 100%

When a ground staff member logs a request in IT, Compliance, HR, Maintenance, or SCM, it lands here first (`AWAITING_MANAGER_TRIAGE`). Review details, enrich with store context, choose the target Department Group, and route it for Department Operator pickup.

HDK-2026-0108 · Logged by Sana F. (Commis · JUB-01) · 6m ago AWAITING_MANAGER_TRIAGE (SLA: 24m left)

Issue: Central Kitchen morning crate HRL-LOT-1023-A arrived with 4 damaged Belgian Truffle pastry boxes & van temp at 9.4°C.

HDK-2026-0109 · Logged by Kiran P. (Cashier · JUB-01) · 11m ago AWAITING_MANAGER_TRIAGE

Issue: Secondary Rista KOT network printer dropping order tickets during peak rush.

Step 3 · Department Operator Console (`/helpdesk?tab=operator&queue=...`)

HDK-2026-0108 · SCM (`SCM_CPU_GROUP`) · Outlet: JUB-01 · Priority: P1 ROUTED_TO_DEPT · Ready for Operator Pickup

Requestor (Sana F. · Commis): Central Kitchen crate HRL-LOT-1023-A arrived with 4 damaged Belgian Truffle boxes (`9.4°C`).
Store Manager Routing Note (Vikram S.): "Verified crate photo & IR thermometer log (9.4C). Need immediate replacement dispatch + credit note."

HDK-2026-0109 · IT (`IT_OPS_GROUP`) · Outlet: JUB-01 · Priority: P2 IN_PROGRESS · Picked Up by Karthik R. (IT Ops)

Requestor (Kiran P. · Cashier): Secondary Rista KOT network printer dropping order tickets.
Store Manager Routing Note (Vikram S.): "Checked LAN cable & paper roll; static IP conflict suspected on VLAN-2."

HDK-2026-0110 · MANAGER_ESCALATION (`CLUSTER_OPS_HR_ESCALATION_GROUP`) · Priority: P1 DIRECT BYPASS (Store Manager Blinded `HTTP 403`)

Requestor (Ground Staff · Protected): Repeated denied weekly rest day despite roster approval; requesting Cluster Manager & HR review.

HDK-2026-0111 · ANONYMOUS (`ETHICS_POSH_ANONYMOUS_GROUP`) · Token: ANON-7F4A-92C1 ZERO-PII VAULT (`requester_person_id = NULL`)

Anonymous Whistleblower (`ANON-7F4A-92C1`): Late-night closing wastage figures being manually under-reported before disposal photo.