Requests represent customer intent. Tickets represent agent-owned work. This separation ensures explicit ownership, avoids duplicate handling, and enables accurate SLA tracking.
All ownership and state transitions are enforced at the database layer using transactions and constraints. This prevents race conditions when multiple agents act concurrently.
SLA is implemented as a timestamp-derived state machine rather than timers. This guarantees correctness across restarts, delayed jobs, and partial system failures.
Slack is treated as an external integration layer. Slack interactions are translated into domain commands, keeping core business logic independent of Slack-specific behavior.
- Slack integration is intentionally mocked to focus on system design
- No distributed locking; database constraints are sufficient for this scope
- Single-region deployment assumed