Help Desk System Use Case Diagram And Description

Use Case Name:

Send Request via Email

Scenario:

The customer would send the request via email for getting help desk support. The request via email would be done for ensuring that the customer gets the support from the help desk.

Triggering Event:

The customer gets the problem in operating their machines and hence they had to send request to the help desk via email for getting support. The problems act as the trigger for the event.

Brief Description:

The customer would be operating their system and suddenly they would face any problem such as forgotten the password, need toner for printer, or program order for the system. They would send the request asking for help from the help desk on the problem they are facing.

Actors:

Customers

Stakeholders:

Customer, Email Operator

Preconditions:

The customer should know the email of the help desk, Internet connection should be available for sending the email

Post conditions:

The supporters would receive the request mail from the customer to look up at

Flow of Activities:

CustomeràSystemàEmailàEmail ServeràInbox of Help deskàSupporter

Exception Conditions:

NA

Use Case Name:

Request Assigned to Supporter

Scenario:

The request sent by the customers would  be assigned to a specific supporter in this use case

Triggering Event:

Request sent by the customer, Request look up by the supporter, and Email received act as the triggering event for the activity of request assigned to the supporter

Brief Description:

The use case of request assigned to the supporter would be helpful for the assignment of the request sent by the customer to the specific supporter. The supporter would have to read the email sent by the customer for getting the request assigned to them.

Actors:

Supporter

Stakeholders:

Supporter, Database Developer of help desk

Preconditions:

The email should have read by the supporter, the internet connection should have been working properly for receiving the mail, and the supporter should know how to handle the problem successfully

Post conditions:

The problem requested by the customer would be acknowledged, the supporter could deal with the problem, the request could be stored in the database

Flow of Activities:

EmailàSupporteràDatabase ServeràDatabaseàCustomer

Exception Conditions:

NA

Use Case Name:

Look up for the request

Scenario:

The supporters of the help desk have to look up for request as they are employed for dealing with the requests and problems of the customers. They look up over the various mails sent to the help desk by the customers for acknowledging the request mail

Triggering Event:

Sign up of the supporter with the email of the help desk, customer sent the email for resolving their problems, and supporter are available for resolving the request by replying to the mail

Brief Description:

The supporter would log in the email id of the help desk to find the request mail sent by the customers asking for the problem. The mail request would be viewed and replied by the supporter and the request would be assigned to the supporter

Actors:

Supporter

Stakeholders:

Supporter, Email Operator

Preconditions:

Sign up for the supporter would be available, the operator of the email would forward the mail to the mail id of the help desk, and the problem would be resolvable by the supporter

Post conditions:

The request of the customer would be reverted, and acknowledged.

Flow of Activities:

SupporteràEmailàEmail InboxàCustomer

Exception Conditions:

NA

Use Case Name:

Dealing with Request

Scenario:

The customer’s request would be dealt by the supporter with the variety of the operations available for them such as clarification, prioritization, and transferring them. The supporter would deal with each of the requests of the customer.

Triggering Event:

Sense of urgency for the resolution of the request by the client, availability of the supporter, and the data available on the request made by the client

Brief Description:

The request sent by the client would be analyzed by the supporter for prioritizing it then either resolving the problem or transferring the problem in case of the being unable to solve the problem

Actors:

Supporter

Stakeholders:

Supporter, Help Desk

Preconditions:

Information required for the resolution of the problem would be available for the supporter, the options for prioritizing, clarifying, and resolving the problem would be available for the supporter

Post conditions:

The problem would be resolved or transferred to any other supporter for being resolved, the request would be closed after the completion of the request

Flow of Activities:

SupporteràHelp DeskàDatabaseàServeràCustomer

Exception Conditions:

NA

Use Case Name:

Closes the Request

Scenario:

The supporter would close the request after completion of the request and resolving the problem of the customer

Triggering Event:

Completion of the resolution of the problem request by the customer

Brief Description:

The customer facing the problem would get the proper solution of the problem by the supporter and it would mark the end of the request by the supporter

Actors:

Supporter

Stakeholders:

Supporter, Customer

Preconditions:

Problem of the customer would be resolved

Post conditions:

Customer would be able to work on its system as usual

Flow of Activities:

SupporteràEmailàServeràCustomeràEmailàSupporteràDatabase Server

Exception Conditions:

NA

Use Case Name:

Request Stored

Scenario:

The request sent by the customer would be stored in the database of the help desk with the help of the improved database administrator. The request sent by the customers would be stored in the database of the help desk for further use.

Triggering Event:

Request sent by the customer for solving the issue they were facing in their system

Brief Description:

The request for modification would be stored by the request number, email address of the sender, supporter assigned to it, and the date of the request received.

Actors:

Supporter

Stakeholders:

Supporter, Customer

Preconditions:

Mail should be sent by the customer and the database must be ready for storing the information

Post conditions:

The request would be saved in a specific database that can be accessed at anytime

Flow of Activities:

CustomeràMailàDatabase ServeràSupporter

Exception Conditions:

NA

DefectID

Defect Name

Defect Description

Severity

Priority

Date

Unique ID

Location - Issue Type - Issue

See ppt.

See ppt.

Date of inspection

1

All headings

In all the headings used for the report, there is no numbering present

2

4

4/04/2018

2

First Use Case description of Email Issue

In the use case description of email issue, the font colour used is white, where as rest of the use case description name is in black.

3

1

4/04/2018

3

Use Case Diagram

The diagram made does not show the direction of flow of activities is not shown

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1

4/04/2018

4

Use Case Diagram

The heading of the figure of use case does not points out the figure number and source that is required for a formal report

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4

4/04/2018

5

Header Section of all pages

The assignment made does not consists of any header in all of the pages

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1

4/04/2018

6

In the Table of contents

The font used for the heading table of contents is Calibri light in blue colour whereas the rest of the table of content is in Calibri body in black ink

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7

Brief Description Section of Use Case Description

In the use case description, the section of brief description is stated in only one line instead of describing the use case activities

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1

4/04/2018

8

Actors Description section of Email Issue use case description

In the line of 'the user is faced…'. Instead the sentenced should be 'the user have faced' or 'the user is facing'

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1

4/04/2018

9

Brief Description Section of Email Issue use case description

the content of the section is vague and the sentence does not make any sense

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1

4/04/2018

10

Brief Description Section of Look up request use case description

the sentence ends with '…...look up transferred request'. Instead it should be '…….look up for transferred request' so that the sentence makes complete sense

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4

4/04/2018

11

Scenario Section of Use Case Description

In the use case description, the section of brief description is stated in only one line instead of describing the scenario

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4/04/2018

12

Appearance of table of contents

The table of contents is not aligned to the page size and it is not appealing

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4

4/04/2018