Configuration

Identity is sourced from src/resources/app-info.json (via getAppInfo()), not from .env.development. App config is built by createAppConfig() from @nx/core. Env naming follows the core APP_ENV_* convention.

1. Environment Variables

Identity (authoritative vs. env)

Property	app-info.json (authoritative)	.env.development (stale)
Application code	SVC-00120-HELPDESK	SVC-00120-HELPDESK ✓ now matches (was SVC-00030-HELPDESK)
Port	31130	31032 ⚠
Snowflake node id	12	0 ⚠
Base path	/v1/api/helpdesk	/v1/api/helpdesk ✓

⚠ Identity drift. Treat app-info.json as the source of truth. .env.development should be reconciled to SVC-00120 / 31130 / 12 when the build is repaired. Do not rely on the .env identity values.

Core runtime

Name	Type	Default	Required	Description
RUN_MODE	startup|worker|migrate	startup	—	Process role
NODE_ENV	string	—	—	Environment selector
APP_ENV_APPLICATION_CODE	string	from app-info	—	Should be SVC-00120-HELPDESK
APP_ENV_SERVER_PORT	number	31130	—	HTTP listen port
APP_ENV_SERVER_BASE_PATH	string	/v1/api/helpdesk	—	Route prefix
APP_ENV_SNOWFLAKE_WORKER_ID	number	12	✓	Snowflake node id
APP_ENV_SNOWFLAKE_EPOCH_CHECKPOINT	number	1735689600000	—	Snowflake epoch

Database

Name	Type	Required	Description
APP_ENV_POSTGRES_*	string/number	✓	Postgres connection (host/port/db/credentials) via PostgresCoreDataSource

Redis (cache + BullMQ + WebSocket pubsub)

Name	Type	Description
APP_ENV_CACHE_REDIS_MODE	cluster|standalone	Cache Redis mode (cluster in dev)
APP_ENV_CACHE_REDIS_IDENTIFIER	string	e.g. cache
APP_ENV_CACHE_REDIS_PASSWORD	string	Auth
APP_ENV_CACHE_REDIS_CLUSTER_NODES	string	Comma-separated host:port cluster nodes
APP_ENV_WEBSOCKET_REDIS_*	—	Separate Redis identifier (ws) for WebSocket pubsub

Mail (Nodemailer)

Name	Type	Description
APP_ENV_MAIL_HOST	string	SMTP host (e.g. smtp.gmail.com)
APP_ENV_MAIL_PORT	number	e.g. 465
APP_ENV_MAIL_SECURE	boolean	TLS
APP_ENV_MAIL_USER / APP_ENV_MAIL_PASSWORD	string	SMTP credentials
APP_ENV_MAIL_FROM_NAME / APP_ENV_MAIL_FROM_MAIL	string	From identity
APP_ENV_LOCAL_TEMPLATE_DIR	string	Email template dir (resources/email-templates/default)

Kafka: no APP_ENV_KAFKA_* is consumed — the Kafka dep is dead. See API Events.

Escalation / support routing

Defined in src/shared/common/constants/common.constant.ts (ESCALATION_CONFIG), read from env with fallbacks.

Name	Default (fallback)	Description
APP_ENV_SUPPORT_MANAGER_EMAIL	huy.pham@nexpando.com	Escalation manager recipient
APP_ENV_SUPPORT_LEADERSHIP_EMAIL	huy.pham@nexpando.com	Leadership recipient (critical)
APP_ENV_SUPPORT_ESCALATION_SLACK	#support-escalations	Escalation Slack channel
APP_ENV_SUPPORT_CRITICAL_SLACK	#support-critical-escalations	Critical Slack channel

2. Feature Flags

Declared in app-info.json features (descriptive capability flags; not runtime kill-switches).

Flag	Value	Capability
ticketing	true	Ticket management
slaManagement	true	SLA tracking + escalation
knowledgeBase	true	Articles + feedback
surveys	true	CSAT surveys
analytics	true	Analytics (queue name reserved, no worker wired)
contextEnrichment	true	Order/product enrichment
autoAssignment	true	Rule-based assignment

3. SLA / Worker Tuning Constants

Compile-time constants in src/shared/common/constants/common.constant.ts.

Constant	Value
WORKER_CONFIG.SLA_MONITOR_INTERVAL	*/1 * * * * (every minute)
WORKER_CONFIG.SLA_BATCH_SIZE	100
SLA_WARNING_THRESHOLDS	YELLOW 75 / ORANGE 90 / RED 100 / CRITICAL 150
SLA_DEFAULTS (by priority 10/20/30/40/50)	response/resolution minutes per tier
ESCALATION_TIMING	L1→L2 45m, L2→L3 75m
COMPENSATION_MATRIX	per tier (STANDARD/PREMIUM/VIP) × severity → amount
SYSTEM_ORGANIZER_ID / SYSTEM_MERCHANT_ID	0000-0000-0000-0000

4. Seeded Data

Migration processes in src/migrations/processes/ — run via RUN_MODE=migrate. Default email templates ship as JSON under src/resources/email-templates/default/ (ticket lifecycle, SLA warning/breach, escalation levels, assignment, compensation, after-hours).

Source	Seeds	Notes
migrations/processes/migration-process.ts	Drizzle migration processes	Schema migrations (centralized models in @nx/core)
resources/email-templates/default/*.json	~18 email templates	Loaded by Nodemailer template dir

5. Configuration Storage

Per-merchant SLA policies, assignment rules, notification preferences/templates, and survey definitions are stored as domain tables in the helpdesk schema (not a generic Configuration table). See Domain Model.

6. Related Pages

• Operations
• Decisions