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What is Helpdesk System and its Benefits?

   

Added on  2021-04-21

15 Pages2536 Words85 Views
Running head: USE CASE DESCRIPTIONUse Case Description:Help Desk SystemName of the Student:Student ID:Name of the University:
What is Helpdesk System and its Benefits?_1
1USE CASE DESCRIPTIONTable of ContentsIntroduction......................................................................................................................................2Overview of the Help Desk System.................................................................................................2Question 1: Use Case Diagram........................................................................................................2Question 2: Use Case Description...................................................................................................3Question 3: Testability.....................................................................................................................9Question 4: Customer Presentation...............................................................................................12Bibliography..................................................................................................................................14
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2USE CASE DESCRIPTIONIntroductionThe following assignment is a use case diagram and description of the use case for thehelp desk system. The help desk comprises of supporters (first line and second line) that helpsthe customers for dealing with problems of their system like forgotten the password, need tonerfor printer, or program order for the system. The customers need the support for overcoming theproblems and develop improved communication for help desk management. Overview of the Help Desk SystemThe help desk system would be formed for the management of the existing facilities andthe formation of the support to the development of the help desk facilities for the customers. Thehelp desk is made for listing the support to the customers that are facing problem in their systemdevelopment. The help desk is helpful for supporting the customers with the improved operationsand functions of help desk system. The customers would have to request the help desk with theirproblems via emails. The email sent would be read by the supporters and they would have to dealwith 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 responsiblefor the taking the request, classifying the case, prioritizing the cases, and transferring it to others. Question 1: Use Case DiagramThe use case diagram for the help desk is shown in the diagram below,
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3USE CASE DESCRIPTIONFigure 1: Use Case Diagram(Source: Created by the author)Question 2: Use Case DescriptionThe various use cases of the help desk are,1. Send Request via Email2. Request Assigned to Supporter 3. Look up for the request 4. Dealing with Request 5. Closes the Request 6. Request Stored
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