The Input Processing Module shall verify the validity and currency of the security token.
The Input Processing Module shall verify access rights (IT Dept. only).
If security token and access rights are not valid, an "Access denied" message is passed
back to Web Services for presentation to the user.
If security token and access rights are valid, the request is passed to the Scheduling Module.
Scheduling Module
The Scheduling Module shall access account database to retrieve open Trouble Ticket information.
The Scheduling Module shall pass open, unassigned Trouble Ticket information to Web
Services to be presented to the IT user.
The Scheduling Module shall also pass a listing of all Trouble Tickets assigned to each
member of Tech Support staff to Web Services to be presented to the IT user.
The Scheduling Module shall receive from Web Services the following input (all of which
need not be provided) from the IT user for entry into the open Trouble Ticket record:
(1) original assignment date and time; (2) Tech Support personnel originally assigned;
(3) date and time of any escalation; (4) escalation Tech Support personnel assigned;
(5) date and time of resolution (5) how resolved; (6) comments.
The Scheduling Module shall notify Tech Support personnel, via e-mail, of Trouble Ticket assignment.
When the assignment e-mail is opened by Tech Support personnel, a return receipt e-mail will
automatically be sent back to the Scheduling Module verifying acceptance of assignment.
When return receipt is received by the Scheduling Module, assignment
verification is put into the Trouble Ticket data in the account database.
If return receipt is not received within 24 hours, e-mail notification is sent
to Tech Support supervisor, and the Trouble Ticket is put back into unassigned Trouble Ticket pool.
The Scheduling Module shall check status of Trouble Ticket progress twice daily.
The Scheduling Module shall send reminder e-mails to assigned Tech Support personnel once daily until Trouble Ticket closed.
The Scheduling Module shall update the account database each time Trouble Ticket information is input or changed by IT staff.
Tracking Services Module
Input Processing Module
The Input Processing Module shall verify validity and currency of the security token.
The Input Processing Module shall verify access rights (Regular User, IT, or Manager).
If security token is not valid, an "Access denied" message is passed back to Web Services for presentation to the user.
If security token is valid, the request is passed to the Tracking module.
Tracking Module
If the user has IT access rights, the Tracking Module will retrieve the Trouble Ticket
information from the database and pass it to Web Services for presentation to the IT user.
If user has Regular User access rights, the Tracking Module shall access the
Trouble Ticket database and verify whether the user is the originator of the Trouble Ticket(s) being requested.
If the requesting Regular User is not the owner of the Trouble
Ticket(s), an "Access denied" message is passed back to Web Services for presentation to the user.
If the requesting Regular User is the owner of the Trouble Ticket,
the Tracking Module will retrieve the Trouble Ticket information from
the database and pass it to Web Services for presentation to the User.
If the user has Manager access rights, the Tracking Module shall
access the Trouble Ticket database and verify whether the requesting
Manager has rights to view the originator's Trouble Tickets.
If the requesting Manager does not have the necessary access rights,
an "Access denied" message is passed back to Web Services for presentation to the user.
If the requesting Manager does have the necessary access rights, the
Tracking Module will retrieve the Trouble Ticket information from the
database and pass it to Web Services for presentation to the Manager
Reporting Services Module
Input Processing Module
The Input Processing Module shall verify validity and currency of the security token.
The Input Processing Module shall verify access rights (Regular User, IT, or Manager).
If security token is not valid, an "Access denied" message is passed back to Web Services for presentation to the user.
If security token is valid, the request is passed to the Report Generation Module.
Report Generation Module
The Report Generation Module shall check the user's access rights against those necessary for the report requested.
If the user does not have the necessary access rights, an "Access denied"
message is passed back to Web Services for presentation to the user.
If the user has the necessary access rights, the Report Generation Module
will retrieve the Trouble Ticket information from the database, format it,
and pass it to Web Services for presentation to the user.
