3.4.4 Dynamic model

A dynamic model showing log in sequence

A dynamic model showing ticket assigning process.

3.4.5 User interface-navigational paths and screen mockups

3.4.6 Data Models

3.4.6.1 System Overview

Login, Logout, logout due to timeout as well as encrypted login feature

Ticketing feature with the tickets and comments being saved in a special database

For User categories: Company CEO (CEO), System Administrator (Administrator), Assistant as well as a standard user (User).

The tickets are only to be visible to the specific users who created them as well as the help desk staff

The ability of the administrator to assign Tickets to specific Assistants. The Assistant are not allowed to assign any tickets.

The assistant are only allowed to propose to the user (client), the FAQs. This may later be deemed to be acceptable or not by the Administrator

It also provides suggestions to the possible solutions or answers to the common problems via a FAQ section/module
References

Bredemer Consulting (2001). Functional Requirements and Use Cases

http://www.bredemeyer.com/pdf_files/functreq.pdf

Motorola (2008).The Next Wave in Help Desk Optimization

http://www.motorola.com/web/Business/Products/Software%20and%20Applications/Mobility%20Software/Mobile%20Device%20Management%20Applications/eCare/_Documents/Static%20Files/eCare_Help_Desk_Automation_WP_566952-001-a.pdf