Atlas Desk
Atlas Desk is a fictional internal support workflow system for small operations
teams.
Vision
Give support teams one reliable place to triage customer requests, assign work,
track status, and understand operational bottlenecks without relying on shared
mailboxes or spreadsheets.
Goals
- Reduce average request triage time by 40 percent.
- Make ownership and status visible for every support request.
- Provide an audit trail for customer-impacting decisions.
Non-Goals
- Replace the billing system.
- Provide public customer self-service in the first release.
- Support multi-region deployment before usage requires it.
Functional Requirements
| ID |
Requirement |
Priority |
Status |
| FR-001 |
Agents can create, assign, and close support requests. |
Must |
Accepted |
| FR-002 |
Managers can view queue health and overdue work. |
Must |
Accepted |
| FR-003 |
Users can add internal notes to requests. |
Should |
Proposed |
| FR-004 |
The system sends notifications when ownership changes. |
Should |
Proposed |
Non-Functional Requirements
| Category |
Requirement |
Measurement |
| Availability |
Available during support hours. |
99.5 percent monthly uptime. |
| Performance |
Common list and detail views feel immediate. |
P95 API latency below 300 ms for core endpoints. |
| Security |
Only authorized users can view or mutate requests. |
Authorization tests cover each role. |
| Privacy |
Customer contact data is minimized and auditable. |
Sensitive fields are excluded from debug logs. |
| Maintainability |
New queue workflows can be added without rewriting the core model. |
Feature modules own their workflows. |
Users And Roles
| Role |
Description |
Key Permissions |
| Agent |
Handles support requests. |
Create, update, assign, comment, close. |
| Manager |
Oversees queue health. |
All agent permissions plus reporting and reassignment. |
| Auditor |
Reviews historical activity. |
Read-only access to requests and audit events. |
Tech Stack
| Area |
Choice |
Notes |
| Language |
C# and TypeScript |
Backend and frontend use separate type systems. |
| Framework |
ASP.NET Core and Vue |
Conventional web application stack. |
| Frontend |
Vue 3 |
Single-page application. |
| Backend |
ASP.NET Core |
Modular monolith API. |
| Database |
PostgreSQL |
Primary transactional store. |
| Messaging |
None initially |
Reconsider if notification volume grows. |
| Search |
PostgreSQL full-text search |
Sufficient for initial request search. |
| Cache |
None initially |
Add only after measured pressure. |
Runtime
| Environment |
Purpose |
URL or Entry Point |
Notes |
| Local |
Development |
https://localhost:5173 |
Frontend talks to local API. |
| Test |
Automated validation |
CI service containers |
Uses ephemeral PostgreSQL. |
| Staging |
Release verification |
https://staging.atlas-desk.example |
Mirrors production config. |
| Production |
Live system |
https://atlas-desk.example |
Single-region deployment. |
Infrastructure
| Component |
Provider |
Responsibility |
Notes |
| Hosting |
Managed container platform |
Run API and frontend assets. |
One service initially. |
| Storage |
PostgreSQL managed database |
Store requests, users, audit events. |
Daily backups. |
| Network |
Managed load balancer |
TLS and routing. |
Internal admin access restricted. |
Database
| Field |
Value |
| Database engine |
PostgreSQL |
| Migration tool |
Entity Framework Core migrations |
| Backup strategy |
Daily automated backup with 14-day retention |
| Restore strategy |
Restore to staging monthly as a drill |
| Data retention |
Closed requests retained for 3 years |
CI/CD
| Pipeline |
Trigger |
Required Checks |
Notes |
| CI |
Pull request and push to main |
Build, unit tests, integration tests, lint |
Blocks merge. |
| Deploy staging |
Push to main |
CI success |
Automatic. |
| Deploy production |
Manual approval |
Staging smoke test |
Release owner approves. |
Deployment
| Area |
Policy |
| Deployment strategy |
Rolling container deployment |
| Rollback strategy |
Redeploy previous image and disable feature flags |
| Release owner |
Support platform maintainer |
| Change window |
Weekdays before 15:00 local support time |
Authentication
| Field |
Value |
| Authentication method |
OpenID Connect |
| Identity provider |
Company identity provider |
| Session model |
Secure HTTP-only cookie |
| Token lifetime |
8-hour workday session |
Authorization
| Field |
Value |
| Authorization model |
Role-based access with policy checks |
| Role source |
Identity provider group claims synchronized at login |
| Policy location |
Backend authorization policies |
| Audit requirements |
Assignment and close actions generate audit events |
Logging
| Field |
Value |
| Logging library |
Structured backend logging |
| Log sink |
Central log service |
| Correlation ID |
Created at API edge and returned in responses |
| Sensitive data policy |
Do not log customer email bodies or tokens |
Monitoring
| Signal |
Tool |
Alert Policy |
| Availability |
Health checks |
Alert after 3 failed checks. |
| Errors |
Error tracking |
Alert on elevated 5xx rate. |
| Performance |
API metrics |
Alert when P95 exceeds 500 ms for 15 minutes. |
| Business metrics |
Queue dashboard |
Alert managers when overdue work exceeds threshold. |
Testing
| Test Type |
Tooling |
Required When |
| Unit |
Backend and frontend test runners |
Domain rules, view logic, formatters. |
| Integration |
API tests with PostgreSQL |
Persistence, auth, and queue workflows. |
| End-to-end |
Browser automation |
Critical request lifecycle. |
| Performance |
Scripted API checks |
Before major queue or reporting changes. |
| Security |
Dependency audit and auth tests |
Each release candidate. |
Roadmap
| Milestone |
Target |
Outcome |
| M1 |
Q1 |
Request intake, assignment, and closure. |
| M2 |
Q2 |
Reporting dashboard and overdue alerts. |
| M3 |
Q3 |
Customer-visible request status page. |
Open Questions
| Question |
Owner |
Needed By |
Status |
| Should notification delivery use email only or chat integration too? |
Product |
M2 planning |
Open |
| Is audit export required for compliance reviews? |
Operations |
M1 release |
Open |
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