Skip to content

ITSM

Purpose

IT Service Management: incidents (tickets), change requests, problem records — core MSP workflows in Cloud SPA.

Boundaries

In scope	Out of scope
Incident lifecycle, assignments, SLA markers	External ITSM bi-directional sync (integrations)
Change/problem modules	Email ingestion as primary channel

Key components

Area	Backend path
Incidents	`Backend/internal/domain/incidents/`
Changes	`Backend/internal/domain/changes/`
Problems	`Backend/internal/domain/problem/`
SLA jobs	`Backend/internal/jobs/sla_escalation.go`, `weekly_digest.go`
Notifications	`Backend/internal/services/notification_dispatch.go`

Migrations: V48__incident_sla_escalation_markers.sql, V49__weekly_digest_log.sql.

Flow: incident SLA warning

sequenceDiagram
    participant Job as sla_escalation job
    participant DB as Azure SQL
    participant Notify as notification_dispatch
    participant User as Assignee

    Job->>DB: Find incidents nearing SLA breach
    Job->>DB: Mark escalation sent
    Job->>Notify: incident SLA warning type
    Notify->>User: In-app / email notification

Flow: weekly digest

Background job weekly_digest.go emails tenant admins a summary — logged in weekly_digest_log to prevent duplicates.

Debug scenarios

Issue	Check
SLA warning not sent	`sla_escalation` job running (`internal/app/background.go`); incident SLA fields
Duplicate digests	`weekly_digest_log` table
Permission denied	RBAC on incidents routes