Help Desk Support System Analysis Report

Analysis Report

Use Case Diagram:

Use case diagram for Help Desk Support System (including only Core functionalities):

Scenarios:

One possible Scenario for Use Case Login:

Help Desk Support System users (Customer, Technician and Administrator) can login to the system for Creating/updating the requests.

1.      At the login page user keys in the username and password, and then click on submit button.

2.      System verifies login info.

3.      System displays the Help Desk Support System main menu.

Possible Alternatives

A.      In case of user account is not active the system will display message “your account is not active. contact your system administrator”

B.      Invalid login message: the system shall display “Please enter a valid username and password”

One possible Scenario for Use Case Manage Requests:

Customer will add/raise a request whenever Customer needs a technician support.

1.      Customer will add a request which needs support.

2.      System displays the added request

Possible Alternatives

A.      Customer mistakenly add the wrong request

Second possible Scenario for Use Case Manage Requests:

Customers can cancel the request that they created whenever they think that the request is no more required. They may also cancel whey they find their own solution.

1.      Customer can delete the request from the list of the requests they raised.

2.      System removes the deleted requests and display the list of existing requests

Possible Alternatives

A.      Customer can mistakenly delete the wrong request.

Third possible Scenario for Use Case Manage Requests:

Customers can view status of all requests that they created to know whether their request is solved or not.

Possible Alternatives

A.      Customers may view the status of other request instead of the request they want to see by wrongly entering the wrong request number.

One possible Scenario for Use Case Update Request Status:

Technician will update the status of the request to fixed whenever they solved the request that are created by the customers.

Possible Alternatives

A.      Technician may update the status of the request wrongly.

Second possible Scenario for Use Case Update Request Status:

Technician will update the status of the request to progress when the request is being solved but not yet solved.

Possible Alternatives

A.      Technicians may forget to update the status to progress when they are busy solving the request.

One possible Scenario for Use Case Manage Users:

Administrator can add the technicians to solve the requests of the customers whenever needed.

Possible Alternatives

A.      Administrator may wrongly add the more technicians for the same request.

Second possible Scenario for Use Case Manage Users:

Administrator delete’s a technician and assign new technician to solve a particular request.

Possible Alternatives

A.      Administrator may delete the wrong technician instead of deleting the technician that they want.

Third possible Scenario for Use Case Manage Users:

Administrator will add the new Customer’s to the system

Possible Alternatives

A.      Administrator may wrongly enter the customer details.

Fourth possible Scenario for Use Case Manage Users:

Administrator will delete the customer details once they are no more their customers.

Possible Alternatives

A.      Administrator may wrongly delete the customer.

One possible Scenario for Use Case Logout:

Help Desk Support System users (Customer, Technician and Administrator) can login to the system and use the system for adding/updating the requests and will logout once work is done on the system.

1.      System has a logout button to logout from the Help Desk Support system.

Possible Alternatives

A.      When users press Logout button mistakenly.

Noun Extraction:

This system is mainly for managing customer requests for technical support from the help desk. Customers are able to request technical support for any issue. There are three types of users who are allowed to log into the system. The first type of users is a regular customer, who is allowed to view the status of all requests they have sent. The second type of users is a technician who is allowed to update the status of a certain request. The third type of users is the system Administrator, who has the ability to add and remove technician and user accounts.

From the above noun extraction we have gathered the long lived entity classes as follows:

Customer, Administrator, Technician, User

Class Diagram:

State Chart Diagram: