Option A (Recommended & Built) · Two-Track Smart Routing + 3 Persona Workbenches
★ Selected Architecture
- Track 1 (`IT`, `COMPLIANCE`, `HR`, `MAINTENANCE`, `SCM`): Ground person logs request → lands in Store Manager Triage Gate (
AWAITING_MANAGER_TRIAGE) → Manager enriches & routes to target Department Queue (ROUTED_TO_DEPT) → Department Operator taps [🙋 Pick Up] (IN_PROGRESS).
- Track 2 (`MANAGER_ESCALATION` & `ANONYMOUS`): 100% Store-Manager Bypass (
HTTP 403 blackout to Store Manager) + Zero-PII ANON-* token vault for two-way anonymous dialogue.
- Anti-Bottleneck Safety Valve (`HDK-8`): Auto-routes if Store Manager is on
Silent Day Off or breaches 30m P1 / 2h P2 triage SLA.
Launch Option A Interactive Prototype →
Option B · Direct-to-HQ Queue Without Store Manager Gate
Rejected
- Sends every ground request straight to HQ department operators without Store Manager triage.
- Why Rejected: Violates the Owner's explicit directive ("if its not a manager escalation or an anonymous submission, request goes to manager for routing to appropriate department queue with details") and floods HQ queues with issues the Store Manager could resolve locally in 2 minutes.
Option C · Single Shared Inbox Across All 7 Departments
Rejected
- Places `IT`, `HR`, `Compliance`, `Maintenance`, `SCM`, and `Anonymous` tickets into a single un-scoped list.
- Why Rejected: Exposes sensitive `HR` payroll/loan disputes and `ANONYMOUS` POSH/ethics disclosures to non-HR operators (`HDK-SEC-04` violation) and lacks dedicated per-department operator ownership.
Option D · One-Way Anonymous Drop-Box (No Token Reply Thread)
Superseded by Option A Vault
- Allows anonymous submission but provides no way for the operator to ask a follow-up question or for the ground staff member to see the outcome.
- Why Option A Is Superior: Option A's HMAC-blinded
ANON-7F4A-92C1 receipt token enables full two-way operator ↔ requestor dialogue while storing zero PII in PostgreSQL (`chk_hdk_anonymous_zero_pii`).