Use Case Analysis: Help Desk System Diagram and Description

This assignment presents a detailed analysis of a help desk system, encompassing a use case diagram and comprehensive descriptions of various use cases. The system is designed to assist customers with technical issues, such as password resets and printer supply requests. The assignment outlines the system's architecture, including email-based request submission, supporter assignment, request handling, and storage. It defines actors, stakeholders, preconditions, postconditions, and the flow of activities for each use case. Key use cases include sending requests via email, assigning requests to supporters, looking up requests, dealing with requests (clarification, prioritization, and transfer), closing requests, and storing requests in a database. The document also includes a testability peer review and a bibliography of relevant sources. This assignment offers a practical application of use case analysis in a real-world scenario, providing valuable insights into help desk system design and operation.

Running head: USE CASE DESCRIPTION
Use Case Description:
Help Desk System
Name of the Student:
Student ID:
Name of the University:

1USE CASE DESCRIPTION
Table of Contents
Introduction......................................................................................................................................2
Overview of the Help Desk System.................................................................................................2
Question 1: Use Case Diagram........................................................................................................2
Question 2: Use Case Description...................................................................................................3
Question 3: Testability.....................................................................................................................9
Question 4: Customer Presentation...............................................................................................12
Bibliography..................................................................................................................................14

2USE CASE DESCRIPTION
Introduction
The following assignment is a use case diagram and description of the use case for the
help desk system. The help desk comprises of supporters (first line and second line) that helps
the customers for dealing with problems of their system like forgotten the password, need toner
for printer, or program order for the system. The customers need the support for overcoming the
problems and develop improved communication for help desk management.
Overview of the Help Desk System
The help desk system would be formed for the management of the existing facilities and
the formation of the support to the development of the help desk facilities for the customers. The
help desk is made for listing the support to the customers that are facing problem in their system
development. The help desk is helpful for supporting the customers with the improved operations
and functions of help desk system. The customers would have to request the help desk with their
problems via emails. The email sent would be read by the supporters and they would have to deal
with the requests. The request record is stored using request number, email address of the sender,
supporter assigned to it, and the date of the request received. The supporter would be responsible
for the taking the request, classifying the case, prioritizing the cases, and transferring it to others.
Question 1: Use Case Diagram
The use case diagram for the help desk is shown in the diagram below,

3USE CASE DESCRIPTION
Figure 1: Use Case Diagram
(Source: Created by the author)
Question 2: Use Case Description
The various use cases of the help desk are,
1. Send Request via Email
2. Request Assigned to Supporter
3. Look up for the request
4. Dealing with Request
5. Closes the Request
6. Request Stored

4USE CASE DESCRIPTION
Each of the use case description is given below,
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:
CustomerSystemEmailEmail ServerInbox of Help deskSupporter
Exception
Conditions:
NA

5USE CASE DESCRIPTION
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:
EmailSupporterDatabase ServerDatabaseCustomer
Exception
Conditions:
NA
Use Case Look up for the request

6USE CASE DESCRIPTION
Name:
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:
SupporterEmailEmail InboxCustomer
Exception
Conditions:
NA

7USE CASE DESCRIPTION
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:
SupporterHelp DeskDatabaseServerCustomer
Exception
Conditions:
NA
Use Case Closes the Request

8USE CASE DESCRIPTION
Name:
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:
SupporterEmailServerCustomerEmailSupporterDatabase
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 Request sent by the customer for solving the issue they were facing in their

9USE CASE DESCRIPTION
Event: 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:
CustomerMailDatabase ServerSupporter
Exception
Conditions:
NA
Question 3: Testability
Peer Review:
DefectI
D
Defect Name Defect
Description
Severi
ty
Priori
ty
Date
Unique
ID
Location - Issue Type - Issue See
ppt.
See
ppt.
Date of
inspecti
on

10USE CASE DESCRIPTION
1 All headings In all the
headings used
for the report,
there is no
numbering
present
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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.
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3 Use Case Diagram The diagram
made does not
show the
direction of
flow of
activities is not
shown
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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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5 Header Section of all pages The
assignment
made does not
consists of any
header in all of
the pages
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6 In the Table of contents The font used
for the heading
table of
contents is
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11USE CASE DESCRIPTION
Calibri light in
blue colour
whereas the
rest of the table
of content is in
Calibri body in
black ink
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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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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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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18
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
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18