Business Requirements Document (BRD)¶

Project: Ticket Masala
Version: 1.1 (Harmonized)
Status: Approved

Executive Summary¶

Ticket Masala is an enterprise-grade Modular Monolith designed to bridge the gap between high-overhead ERP systems and agile, AI-augmented operations. It provides a centralized, multi-tenant platform for service requests, project tracking, and intelligent work dispatching.

Strategic Business Goals¶

Operational Agility: Reduce configuration turnaround time from "weeks" to "minutes" using Config-as-Code.
AI-Driven Efficiency: Automate the mundane (tagging, routing, estimating) via the GERDA Engine.
Data Sovereignty: Enable secure, air-gapped operations with local persistence and PII-safe AI integration.
Universal Adaptability: Support radically different domains (IT, Tax, HR) on a single unified core.

Project Scope¶

In-Scope¶

Full ticket lifecycle management (New → Closed).
Multi-tier configuration (Tenants vs. Domains).
GERDA AI module (WSJF, Affinity, Skill Match).
High-throughput ingestion (Gatekeeper API).
Twitter-Style Knowledge Base.

Out-of-Scope¶

Real-time video conferencing.
Direct financial accounting (integrates with SAP/Odoo instead).

Stakeholder Matrix¶

Stakeholder	Primary Need	Success Metric
Customers	Fast resolution & visibility	Reduced Time-to-Close
Agents	Efficient tooling & context	Reduced "Swivel-Chair" activity
Managers	Resource balancing & reporting	Burn-down accuracy
Admins	Low-friction configuration	Integration uptime

Success Metrics¶

Efficiency: >40% reduction in manual ticket assignment.
Accuracy: >90% precision in AI-suggested categories.
Speed: API response times <100ms for core operations.
Security: Zero PII leakage across the Ephemeral AI Pipeline.

[!NOTE] This BRD is a living document and scales with the implementation phases.