Service desk agent workspace

Problem

Service desk agents needed a clear view of SLA deadlines in the ticket card and on the portal, plus a home page showing the queue, metrics and items awaiting their decision.

What was built

• SLA timer widget in incident and request cards: progress, a red bar when breached, a “business / actual time” switch.
• Remaining time calculated by the business calendar and time zone.
• A home page built from blocks: quick access, counter cards, “My tasks”, SLA deadlines, “Awaiting my decision”, announcements.
• Approvals open in a pop-up window and close automatically after the decision.
• Personal block layout per user and an edit mode.
• A guide with screenshots and a technical description.

Engineering

• Tables and conditions are widget settings rather than hard-coded, so widgets are reused across products.
• The next business hour is found with a bounded search instead of the built-in method, which did not fit the calculation.
• Each iteration shipped as a patch, with visual checks in Playwright.