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Functional Requirements Document (FRD)

Project: Ticket Masala
Version: 1.1 (Harmonized)

1. Ticket Lifecycle & Management

1.1 Ingestion & Creation

  • Multi-Channel: Tickets must be accepted via Web UI, REST API (Gatekeeper), and SAP Snapshot Sync.
  • Validation: Every ticket must contain a Title, Description, DomainId, and TenantId.

1.2 State Machine

The system enforces a strict but domain-configurable state machine: - Core States: New → Assigned → InProgress → ReviewPending → Closed. - Validation: Status transitions are governed by the Rule Compiler. A "New" ticket cannot be "Closed" without passing the "SignedOff" or "Resolved" predicate.

1.3 Assignment Logic

  • Manual: Drag-and-drop assignment to handlers.
  • AI-Recommended: GERDA provides a ranked list of top 3 agents with "Explainability" scores.
  • Batch Operations: Support for assigning 100+ items to a project or handler in a single transaction.

2. GERDA AI & Automation

2.1 Auto-Tagging & Classification

  • ML.NET: Analyze text to predict EntityCategory and Urgency.
  • Feedback Loop: Allow users to "Correct" AI tags, feeding back into future model training.

2.2 Prioritization (WSJF)

The system must calculate a MasalaScore for every item: 

Score = (BusinessValue + TimeKriticiteit) / EstimatedEffort

3. Security & Governance

3.1 Role-Based Access (RBAC)

  • Customer: View only own items + Public KB.
  • Agent: View assigned items + Team dashboard + Private KB.
  • Manager: Full visibility + Project controls + Archive rights.

3.2 Privacy Proxy

  • Local Scrubbing: The system MUST detect and redact PII (SSN, Email, IBAN) before sending data to external LLM endpoints.
  • Quota Management: Enforce token/cost caps at the Tenant level.

4. Search & Discovery

4.1 Global Search (FTS5)

  • Provide sub-second full-text search across all Tickets and Knowledge Base snippets.
  • Support for #hashtags and prefix matching.

Technical Constraints

  • Performance: DB queries must average <10ms (SQLite optimized).
  • Resilience: Background channels must handle 1,000 requests/sec during peak ingestion.
  • Concurrency: WAL mode must be enabled to prevent "Database Locked" errors during high-volume AI processing.