CTTS Use Case Narrative

Author(s): Nathan W. Lindstrom Date: November 14, 2010 Version: 1.0

Use-Case Name: Use-Case ID: Priority: Source: Primary Business Actor: Other Participating Actors: Other Interested Stakeholders: Description:

Create Case CTTS-BUC004.00 High Requirement CTTS-R4.0 Client y y y Field Technician Receptionist Manager

Use-Case Type Business Requirements:

Precondition: Trigger: Typical Course of Events:

This use case describes the event of a client submitting a new case for technical service provided by Coastline Systems Consulting. The clients account validity and currency is validated. Once the case has been filled out and submitted, a notification is sent via email to the technician on call (TOC) informing him of the new case. The TOC, another technician, or the receptionist can allocate parts from inventory to the case. Upon any update to the case, or the case being closed, the client will be notified via email. The client submitting the case must have a valid account. This use case is initiated when a new case is submitted. Actor Action System Response Step 1: The client provides Step 2: The system responds his identity information, a by verifying that all description of the issue he required information has is reporting, the location been provided, and that any of the issue (if optional information, if applicable), system access present, passes data information needed by the security checks. technician (if applicable), Step 3: The system verifies and contact information. that the client has a valid account and is authorized to create new cases. Step 4: An email is generated and sent to the TOC, stating that a new case has been created, and providing a brief synopsis

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Conclusion: Postcondition: Business Rules:

Implementation Constraints and Specifications: Assumptions: Open Issues:

of the case. Step 5: An email is generated and sent to the client, stating that a new case has been created and reminding them of their case tracking number. Alt-Step 2: The client has not provided all the information necessary to create the case. The client is notified of the discrepancy and prompted to resubmit. Alt-Step 3: The client does not have access to create the case, due to the clients account being inactive or disabled. The client is notified that they cannot create the case, and are directed to contact Coastline Systems Consulting to rectify the error. This use case concludes when the client receives a case tracking number. The case has been recorded and the TOC notified of its existence. y The client must have previously arranged a payment method with Coastline Systems Consulting, such as providing a PO number and agreeing to billing terms, or placing a credit card number on file. y It is the responsibility of the technician or receptionist to allocate parts from inventory to the case, or to order any missing parts. If it is unclear what part(s), if any, are required by the case, it is the responsibility of the technician to contact the client and obtain more information. y The client is billed for time and materials only after the case is closed as completed. y Minimal, entry-only web screen to be provided for the client, and full-access web screen to be provided for the technician and receptionist. Technician and manager will be notified of unattended cases by a daily report (separate use case.) None.