Use Case Modeling For Helpdesk Support System

Use Case Name:

Email Helpdesk

Scenario:

The user informs the helpdesk about the issue through sending email.

Triggering Event:

The user wants to inform the helpdesk about the issue

Brief Description:

The users want solution to their issues. Therefore, they inform the helpdesk supporters about the issue by sending email

Actors:

User

Stakeholder(s):

User, Support Staff

Precondition(s):

The user must be registered

Postcondition(s):

The request is valid and meaningful

Flow of Activities:

1. The user will face an issue

2. The description of the issue will be recorded

3. The issue will be sent to the helpdesk

Sub flow(s)

1. The first line supporter reject request

Exception Condition(s):

1. The issue is unknown to helpdesk supporters

2. The user cannot be identified as verified

Use Case Name:

Call Helpdesk

Scenario:

The user informs the helpdesk about the issue over the phone.

Triggering Event:

The user wants to inform the helpdesk about the issue over the phone

Brief Description:

The users want solution to their issues. Therefore, they inform the helpdesk supporters about the issue by calling.

Actors:

User, Support Staff

Stakeholder(s):

User, Support Staff

Precondition(s):

The user must have a valid issue

Postcondition(s):

The request is valid and meaningful

Flow of Activities:

1. The user will call the support staff

2. The user will tell all the issue related information to the support staff

Sub flow(s)

1. The first line supporter reject request

Exception Condition(s):

1. The issue is unknown to helpdesk supporters

2. The user cannot be identified as verified

Use Case Name:

Assign priority to request

Scenario:

Each of the user requests are assigned a priority number. Based on this number, the request will be resolved.

Triggering Event:

The first line supporter wants to organize their work.

Brief Description:

The support staff will access all the relevant information regarding the request and contact with the user to formulate accurate idea of the request. Based on how severe the issues is the priority is assigned

Actors:

First Line Support Staff

Stakeholder(s):

First Line Support Staff

Precondition(s):

The request must be handled by the Second Line Support Staff

Postcondition(s):

All the information regarding the request is present

Flow of Activities:

1. Support staff access information on request

2. Support staff contact user

3. Support staff assign the priority

Sub flow(s)

1. First line support staff provide solution

2. Second line support staff receive the request

Exception Condition(s):

1. The helpdesk has more request than they can handle

Use Case Name:

Look up problem request

Scenario:

The user will request the helpdesk to inform them about the status of the request

Triggering Event:

The users wants to know about what happened to their request

Brief Description:

The user will ask the first line supporter about the status of the request. The first line supporter will provide an answer to their query

Actors:

User

Stakeholder(s):

User, Supporter

Precondition(s):

The user must have submitted a request

Postcondition(s):

The request is not completed

Flow of Activities:

1. The user will call helpdesk and enquire about the request

2. The supporter will access the request log and identify the status

3. The supporter will inform user

Sub flow(s)

1. The supporter will store the status in a register

Exception Condition(s):

1. The request log must be in operating condition

Use Case Name:

Enter Request in HSS

Scenario:

The first line supporter will registrar the request into the helpdesk support system

Triggering Event:

The request is fund to be valid and is ready to be evaluated

Brief Description:

The first line supporter has all the information of the request. The request is stored in the system. The first line support staff and work on the request as per the assigned priority

Actors:

First line supporter

Stakeholder(s):

User, First line Supporter

Precondition(s):

The user must have submitted a request

Postcondition(s):

All the inputs fields in the request registration form must be filled

Flow of Activities:

1. The first lie supporter will access system

2. The supporter will enter user details

3. Then the supporter will enter request details and save the data

Sub flow(s)

1. The request will be sent to every authorized personnel

2. The priority assigning form will appear

Exception Condition(s):

1. The system will reject the request

2. Some of the input fields does not match with the request type

Use Case Name:

Receive Request

Scenario:

The first line support will receive a request from second line supporter or vice versa

Triggering Event:

The first line supporter is not able to process the request and send it to second line supporter

Brief Description:

If the first line supporter is not able to provide solution to a request then the request will be received by second line supporter

Actors:

Second line supporter

Stakeholder(s):

Supporters

Precondition(s):

The user who submitted a request must be active

Postcondition(s):

The second line supporter is able to provide solution to the request

Flow of Activities:

1. The second line supporter will receive a request from first line supporter

2. supporter will receive the request

Sub flow(s)

1. The second line supporter will send solution to first line supporter

Exception Condition(s):

1. More request related information is required

Use Case Name:

Provide solution

Scenario:

The first line supporters will provide the solution of the request to user

Triggering Event:

The request is completed

Brief Description:

The concern mentioned in the request is solved and ready to send to user

Actors:

First line supporter

Stakeholder(s):

Supporters

Precondition(s):

The user who submitted a request must be active

Postcondition(s):

The solution is reasonable

Flow of Activities:

1. The supporters will generate the solution

2. The supporters will provide the solution to the user

Sub flow(s)

1. The user acknowledges the solution

2. The user informs if the solution is complete

Exception Condition(s):

1. The request must contain all the required information

Description

Yes

No

Use Case Diagram is appropriate

The description matches the business descriptions

All the decisions made in the design process is feasible