Banasthali Vidyapith

Contact Management Software Requirements Specification

Team Rhyzome Team Members Anita Kumawat Meenakshi Garg Sanjukta Sarkar Shrinkhla Mishra

Project Guide Mr. Vikas Manoria

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Index & Tables
1) Introduction: ..............................................................................................................................3 1.1) Purpose: ................................................................................................................................3 1.2) Scope: ...................................................................................................................................3 1.3) Abbreviations:......................................................................................................................3 1.4) References: ...........................................................................................................................5 1.5) Technologies: .......................................................................................................................5 2) Overall Description: ..................................................................................................................6 2.01) Product Perspective: ..........................................................................................................6 2.02) Software Interface:.............................................................................................................7 2.03) Hardware Interface: ...........................................................................................................7 2.04) Communication Interface:.................................................................................................7 2.05) Product Function:...............................................................................................................7 2.06) User Characteristics:..........................................................................................................8 2.07) Constraints: ........................................................................................................................8 2.08) Use-Case Model Survey:...................................................................................................8 2.09) Architecture diagram: ......................................................................................................10 2.10) Database design: ..............................................................................................................11 2.11) Assumptions and Dependencies: ....................................................................................14 3) Specific Requirements: ...........................................................................................................14 3.1) Use-Case Reports:..............................................................................................................14 3.2) Supplementary Requirements: ..........................................................................................43

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1) Introduction:
1.1) Purpose: Contact Management is for establishing and sustaining the business relationships by
maintaining valuable customer information. It also integrates the Support Desk, which gives an overall view of all the customer relationships. The central repository enables to track account- level data, service level agreements, user contact information and product ownership details.

1.2) Scope:
? ? ? ? ? ? ? ? ? ? ? ? Create different system users and assign different roles with related permissions. Manage all the account details such as user name, company, phone numbers, address websites, email addresses of all the customer from one central location. Track all the customers and their contact details. Maintain the services provided to the customer through Service Level Agreements. Track all the payment details of the customer and their product ownership detail. Group the contacts together in a single account according to some criteria. Capture, View and edit all user transactions, including email, chats, and services calls in a single system. Confirmation of end user identity and will verify which users are authorized to receive support. Maintain history of each customer and their related information about the product sale, SLA & support related transactions. Anticipate the need and potential of sales opportunities. View all the details of all the interactions made with the customer. Activities like updations, creations done in the system by the system users will be maintained in the form of logs for auditing and maintaining the integrity of the system. SLA: SLA is a formal written agreement made between two parties .The service provider & the service recipient. It defines the term of engagement - the fundamental rules that will govern the relationship. Support transaction: Communication between support manager and customer regarding service provided, query & feedback for the product.

1.3) Abbreviations:
?

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Payment transaction: Transaction between account manger and customer for all the payment of it’ purchase of product and services. s

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Personal details: Details of customer such as username, company, phone number, address, website, e-mail address etc.

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Contact details: Details of contact persons associated with the company (customer).

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Sales transaction: Transaction between sales manager and customer of the product sold.

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HTML: Hypertext Markup Language is a markup language used to design static web pages.

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EJB: Enterprise Java Beans.

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J2EE: Java 2 Enterprise Edition is a programming platform— part of the Java Platform— for developing and running distributed multitier architecture Java applications, based largely on modular software components running on an application server.

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DB2: DB2 Database is the database management system that delivers a flexible and costeffective database platform to build robust on demand business applications.

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WAS: Web sphere application server is an application server that runs business applications and supports the J2EE and web services standards.

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WSAD: Web sphere studio application developer is a toolkit which is designed for the creation of more complex projects, providing fully dynamic web application utilizing EJB’ . This consist of EJB tools , CMP ,data mapping tools & a universal s test client that is designed to aid testing of EJB’ s.

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HTTP: Hypertext Transfer Protocol is a transaction oriented client/server protocol between web browser & a Web Server.

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HTTPS: Secure Hypertext Transfer Protocol is a HTTP over SSL (secure socket layer). 4

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TCP/IP: Transmission Control Protocol/Internet Protocol, the suite of communication protocols used to connect hosts on the Internet. TCP/IP uses several protocols, the two main ones being TCP and IP.

1.4) References:
? ? ? IEEE SRS Format Problem Definition (Provided by IBM) CT Arrington. Enterprise Java with UML. OMG Press.

1.5) Technologies:
? ? ? ? ? J2EE: Application Architecture DB2: Database WSAD: Development Tool WAS: Web Server Rational: Design Tool

1.6) Overview: SRS will include two sections:
? ?
Overall Description will describe major components of the system, interconnection and

external interfaces.
Specific Requirements will describe the functions of actors, their role in the system and

constraints.

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2) Overall Description:
Describe the general factors that affect the product and its requirements.

2.01) Product Perspective:

HTML Client
(Customer)

HTTP/HTTPS

WAS

DB2

Client Software
(System User) TCP/IP

Client Side

Application Server

Database Server

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The web pages (XHTML/JSP) are present to provide the user interface on customer client side. Communication between customer and server is provided through HTTP/HTTPS protocols. The Client Software is to provide the user interface on system user client side and for this TCP/IP protocols are used. On the server side web server is for EJB and database server is for storing the information.

? ?

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2.02) Software Interface:
Client on Internet: Web Browser, Operating System (any) Client on Intranet: Client Software, Web Browser, Operating System (any) Web Server:

WAS, Operating System (any)

Data Base Server: DB2, Operating System (any) Development End: WSAD (J2EE, Java, Java Bean, Servlets, HTML),

DB2, OS (Windows), Web Server.

2.03) Hardware Interface: Client Side
Internet Explorer 6.0 Processor Pentium II at 500 MHz Pentium III at 1 GHz Pentium III at 1 GHz RAM 64 MB Disk Space 1 GB

Server Side
Web sphere application server V5.0 DB2 V8.1 512 MB 2 GB

512 MB

1GB (Excluding data size)

2.04) Communication Interface:
? ? Client on Internet will be using HTTP/HTTPS protocol. Client on Intranet will be using TCP/IP protocol.

2.05) Product Function:
? ? ? ?
? Track Account Level Data: In this module, receivables from customer are maintained. Service Level Agreements: It contains the agreements of providing the services related to

product and customer.
User Contact Information: It maintains all the details (Personal, Official, Contact, and

Company) of the customer.
Product Ownership Details: It maintains the information that does which customer own

which product.
Track Support Transactions: Maintenance of transactions related to the services provided to the customer in the form of support. Maintaining Logs: Activities of the System Users can be tracked through the logs, which is

?

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maintained by the system.

2.06) User Characteristics: Every user should be comfortable of working with computer and net
browsing. He must have basic knowledge of English too.

2.07) Constraints:
? ? ? ? ? GUI is only in English. Login and password is used for identification of customer and there is no facility for guest. This system is working for single server. There is no maintainability of back up so availability will get effected. Limited to HTTP/HTTPS.

2.08) Use-Case Model Survey:

Manage Customers

Manage System Users

Create Sales Transaction Sales Manager View All Details Manage Product / Service Catalogue Administrator

View Logs

Manage Standard Groups

Manage Payment Transaction

Account Manager Manage Groups

Support Manager

Manage Service Transactions

Customer

View Own Details

USE CASE DIAGRAM
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1. Administrator: Responsible for managing system users, viewing logs and managing standard groups of the system. ? Manage System Users: The Administrator will create different roles. The system users will be created and will be assigned with the different roles. More than one task and permissions can be granted or revoked from the system users. ? View Logs: Responsible for checking the logs of different system user for auditing and maintaining the integrity of the system. ? Manage Standard Groups: Standard groups will be created and updated by the administrator, which will be visible to all the system users. ? View All Details: View the customer details, payment details, purchase details, daily service transaction details. 2. Sales Manager: Responsible for managing customer details, sales transaction, managing products, service catalogs and grouping the related customers. ? Manage Customers: Record details of new customers, update and view its details. ? Create Sales Transaction: Record details of product sold, customer id, terms and conditions and service level agreements. ? Manage Product/Service Catalogue: Creation and updation of product/service details. ? View All Details: View the customer details, payment details, purchase details, daily service transaction details. ? Manage Groups: Categorize the customers into local groups according to some criteria. 3. Account Manager: Manage all the payment details (of the product or services purchased). Group the customer according to some criteria. ? Manage Payment Transaction: Store all the payment transactions made by the customer and update the payment information. ? View All Details: View the customer details, payment details, purchase details, daily service transaction details. ? Manage Groups: Categorize the customers into local groups according to some criteria. 4. Support Manager: Responsible for entering details of daily service transactions with customer. He can view customer's personal, official, payment details. He can view history of all the customers, edit the customer transactions and can group the related customer. ? Manage Service Transactions: Record and edit the details of the daily transactions of the customer for a service. ? View All Details: View the customer details, payment details, purchase details, daily service transaction details. ? Manage Groups: Categorize the customers into local groups according to some criteria. 5. Customer: Person/ Company who is facilitated by the system. ? View Own Details: Customer can view his personal details, payment details, details about services provided and the transaction details for the services.

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2.09) Architecture diagram: Application Layer Business Layer
Role Permission_UI
User_UI

Data Layer

Role_UI

Role Permission

Permission User

User Task

Log_UI

Task_UI

Task Log

Log

Receivable_UI

Receivable
Receivable

Customer_UI

Customer

Customer

Purchase_UI Product_UI SLA_UI Service_UI

Purchase Product

Sales

Product

SLA
SLA

Service

Service

Service Transaction_UI

Service Transaction

Service Transaction

Group_UI

Group

Group

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2.10) Database design:
System_Role Role_ID Role_Name ISA

Sales Manager

Account Manager

Support Manager System_Log User_ID Activity Date/Time Group_User Group_ID User_ID

System_Role_Task Role_ID Task_ID

System User User_ID Login_name Password_value First_Name Last_Name E-mail Modified Created

Has

Makes

Group Group_ID Group_Name Group_Description

System_Task Task_ID Task_Name

System_task_Permission Task_ID Permission_ID System_Permission Permission_ID Permission_Name

Group_Customer Group_ID Customer_ID 11

Customer Customer_ID Login_name Password Company_Name Phone Extension Fax Address City State Country Zip Code Website E-mail

Have

Contact _Person Contact_ID Contact_Name Person_ID Department_Name Salutation Phone Extension Mobile Fax Address City State Country Zip_Code E-mail Messanger_ID Reference_by

Receivables Receivable_no Receivable_for Date Type_of_Payment Mode_of_Payment Check# Check_Bank Check_Issue_date Check_Expiry_date Check_Amount DD# DD_Bank DD_Issue DD_Expiry_Date DD_Amount Cash_Amount Card# Bank Amount

SLA SLA_ID Customer_ID Product_ID SLA_Name Left_amount Total_Cast SLA_Description SLA_Rule Resolution_Time Days Time Minutes Terms_&_Conditions Amount_left

Sales Bill_No Customer_ID Product_ID Purchase_Date Purchase_Time Qty_Sold Supply_Date Total_Amount Amount_Left

Product Product_ID Description Profit% Unit_Measure Qty_in_Hand Reoreder_level Sale_Price Cost_Price Image Guaranty Status Launching_Date

SLA_Service SLA_ID Service_ID

Service Service_ID Description Price Duration Support_Facility

Support_Transaction SLA_ID Contact_ID Mode_of_Transaction Subject Date Time Transaction_Detail Service_Manager Support_Manager Responder Initiator 12

Sales Manager

Account Manager

Sales

SLA

Customer

SLA

Sales

Group
Contact_Person Group Group_User Receivable Group_Customer Service Product

Group_Customer

Group_User

Support Manager

SLA

Support_Transaction

Group_User

Group_Customer

Group_User
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2.11) Assumptions and Dependencies:
? ? ? The details related to the product, customer, payment and service transaction provided manually. Administrator is created in the system already. Roles and tasks are predefined.

3) Specific Requirements:
3.1) Use-Case Reports: i) Administrator: Responsible for managing system users, viewing logs and managing standard groups
of the system. ? Manage System Users: The Administrator will create different roles. The system users will be created and will be assigned with the different roles. More than one task and permissions can be granted or revoked from the system users. View Logs: Responsible for checking the logs of different system user for auditing and maintaining the integrity of the system. Manage Standard Groups: Standard groups will be created and updated by the administrator, which will be visible to all the system users. View All Details: View the customer details, payment details, purchase details, daily service transaction details.

? ? ?

Manage System Users:

<<include>>

View System Users

<<include>>

Create System Users Manage System Users
<<include>>

Update details of Users

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? Name of use case: View System Users Description: View the list of system users in a role and view the details of roles, tasks and permissions assigned to a system user. Preconditions: ? ? Administrator is already logged in. System users have already been created and assigned some roles, tasks and permissions.

Normal flow of events: ? The system user or a role will be selected. ? Query will be submitted. ? Relevant output will be displayed (If system user is selected then roles, tasks and permissions assigned to one will be displayed and if role is selected then list of system users assigned to that role will be displayed). Alternate flow of events: None. Post Condition: None.

Ask for selecting Role or System User

[ Role ]

List of system users which are assigned to the selected role

[System User] Details of roles, tasks and permissions of selected user

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? Name of use case: Create System Users Description: To create system users (Giving them a login name, password and assign roles, tasks and permissions to them). Preconditions: Administrator is already logged in. Normal flow of events: ? New Login name, password, details, roles, tasks and permissions will be entered. ? Save the details. Alternate flow of events: ? A message appears for duplicate login name. ? The administrator has to fill the details again. Post condition: A login id is generated with its details.

Enter login name, password, details, role name, check the tasks and permissions

[ Duplicate Login Name ]

User successfully created

? Name of use case: Update details of Users Description: To update the details of system users (assigning or revoking roles, tasks and permissions). Preconditions: ? ? Administrator is already logged in. System Users have already been created.

Normal flow of events: ? Select the user name. ? Assign or Revoke the roles, tasks and permissions. 16

Post Condition: None

Ask for selecting the system user

Updations in role, tasks and permissions

? Name of use case: View logs Description: To view the activities (logs) of the system users. Precondition: ? ? Administrator is already logged in. System Users have already been created.

Normal flow of events: ? ? Select user name. Select date.

Post Condition: None

Select user name Select Date

Logs of system user of selected dates

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ii) Sales Manager: Responsible for managing customer details, sales transaction, managing products, service catalogs and grouping the related customers. ? Manage customers: Record details of new customers, update and view its details. ? Create Sales Transaction: Record details of product sold, customer id, terms and conditions and service level agreements. ? Manage product/service catalogue: Creation and updation of product/service details. MANAGE CUSTOMERS

A d d n e w c o n ta c t p e r s o n s

< < in c l u d e > > < < include>>

A d d c u s to m e r s

< < include>>

U p d a te C u s t o m e r s

M a n a g e c u s to m e r s
< < in c l u d e > >

< < in c l u d e > >

V i e w i ts d e ta i ls

A d d a n e w c o n ta c t s p e c i fic need

? Name of use case: Add Customers Description: To create the details of the new customer. Preconditions: Sales manager is already logged in. Normal flow of events: ? The details of the customer entered. ? Save the details. ? Creation of the customer will be entered in the log. Alternate flow of events: ? A message appears for unfilled fields. ? The sales manager has to fill the details again. Post condition: A customer id is generated.

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? Name of the use case: Add a new contact specific need. Description: To meet the specific needs of the customer, the sales manager can add a new custom field for the customer. Precondition: Sales manager is already logged in. Normal flow of events: ? Select a customer. ? Enter the specific need of the customer. ? Save the new data. ? Creation of the contact specific need will be entered in the log. Alternate flow of events: ? If the customer is not present, create the customer. Post condition: None.

? Name of the use case: Add new contact persons. Description: To create the details of a new contact person of the selected customer. Precondition: Sales manager is already logged in. Normal flow of events: ? Select customer. 19

? Enter details of contact person. ? Save new data. ? Updation of the contact person will be entered in the log. Alternate flow of events: ? If customer id not present create customer. Post condition: None

? Name of use case: Update customers. Description: Any updation in the details of the customer can be made. Precondition: Sales manager is already logged in. Normal flow of events: ? Select a customer. ? Customer’ data updated. s ? Save the changes. ? Updation of the customer will be entered in the log. Alternate flow of events: None. Post condition: None.

Ask for a customer select customer Display the details of the customer Customer's data updated S tore changes

Add updation i nformation in the log

? Name of the use case: View customer details. Description: View the personal details of the selected customer. Precondition: Sales manager is already logged in. 20

Normal flow of events: ? Select customer. ? The details of customer viewed. Alternate flow of events: None Post condition: None.

Ask for customer Select customer Display customer personal details

CREATE SALES TRANSACTION

<<include>>

Add purchase details

<<include>>

Manage purchase details
<<extend>> <<include>>

Update purchase

View purchase details C reate sales Transaction

<<extend>>

<<include>>

Create a SLA
<<include>>

Manage Service Level Agreements
<<include>>

View a SLA

Update SLA

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? Name of the use case: Add purchase details. Description: Store the details of the product sold, customer id and supply details. Precondition: Sales Manager is already logged in. The customer and the product are already present. Normal flow of events: ? Select a customer. ? Select a product. ? Enter purchase details. ? Save new data. ? Creation of the purchase details will be entered in the log. Alternate flow of events: ? If the customer is not present, create the customer. ? If the product doesn’ exist, create the customer. t Post condition: Product id is generated.

Ask for customer Select customer Create customer invalid Valid Ask for product Select product Create product invalid Valid Ask for details of purchase Purchase details entered Store new data

Store add information in the logs

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? Name of the use case: Update purchase. Description: Any changes in product details can be made. Precondition: Sales manager is already logged in. The product is already present. Normal flow of events: ? Select product. ? Edit the data where needed. ? Save changes. ? Updation in purchase details will be entered in the log. Alternate flow of events: ? If product doesn’ exist, create product. t Post condition: None.

Ask for customer S e lect customer Create customer invalid Valid Ask for product S e le c t p r o d u c t Create product invalid V a lid Ask for a date S e lect date Purchase details shown

U p d a te purchase details S to r e changes

S to r e u p d a t e information in the logs

? Name of the use case: View purchase details. Description: View the details of the product purchased by the selected customer. 23

Precondition: Sales manager is already logged in. The product and the customer are already present. Normal flow of events: ? Select product. ? Select customer. ? The purchase details are shown to the sales manager. Alternate flow of events: ? If the customer doesn’ exist, create customer. t ? If the product is not present, create product. Post condition: None.

Ask for customer Select customer Create customer invalid Valid Ask for product Select product Create product invalid Valid Ask for a date Select date Purchase details Shown

? Name of the use case: Create a service level agreement. Description: Store the details of the services provided to a customer, duration of the services and details of the terms and conditions Precondition: Sales manager is already logged in. The product, customer and the services to be provided are already present. Normal flow of events: ? Select product. ? Select customer. 24

? Select service/s ? Enter details of the service level agreements. ? Save the new data. ? Creation of the SLA will be entered in the log. Alternate flow of events: ? If the customer doesn’ exist, create customer. t ? If the product is not present, create product. ? If the service is not present, create service. Post condition: SLA id is created.

Ask for customer Select customer Create customer invalid Valid Ask for product Select product Create product invalid Valid Ask fo r one or more services Select service/s Ask for SLA details

SLA entries entered Store new d a ta S tore add information in the logs

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? Name of the use case: Update service level agreement. Description: To edit the details of the SLA made with the customer. Precondition: Sales manager is already logged in. The product, customer and the services to be provided are already present. Normal flow of events: ? Select product. ? Select customer. ? Select date. ? Edit the details. ? Save the changes. ? Updations of the SLA will be entered in the log. Alternate flow of events: ? If the customer doesn’ exist, create customer. t ? If the product is not present, create product. Post condition: None.

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? Name of the use case: View service level agreement. Description: To see the details of the agreement made with the selected customer. Precondition: Sales manager is already logged in. The product, customer and the services to be provided are already present. Normal flow of events: ? Select product. ? Select customer. ? Select date. ? The details of the SLA are shown to the sales manager. Alternate flow of events: ? If the customer doesn’ exist, create customer. t ? If the product is not present, create product. Post condition: None.

Ask for customer Select customer C reate customer invalid Valid Ask for product Select product C reate product invalid Valid Ask for a date Select date SLA details Shown

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MANAGE GROUPS

<<include>>

Create a group

Manage groups

<<include>>

Group the related customers

? Name of the use case: Create a group Description: A new group is created. Precondition: Sales manager is already logged in. Normal flow of events: ? Enter a group name. ? Enter its description. ? Save the new data. ? Creation of the group will be entered in the log. Alternate flow of events: Post condition: None.

A s k fo r group name Group name entered Ask for group description Group description entered S tore new data

S tore add information in log

? Name of the use case: Group the related customer. Description: The related customers are added in the selected group. Precondition: Group name and customer should be already present.

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Normal flow of events: ? Select group name. ? Select the customer. ? Add the customers to the selected group. ? Grouping information will be added in the log. Alternate flow of events: ? If the group doesn’ exists, create a group name t ? If the customer is not present, create the customer. Post condition: None.

Ask for a group name select group Ask for customer list

Select customer Add customers to the selected group

Add adition information in the log

? Name of the use case: View the customers in the selected group. Description: The customers added in a group can be viewed. Precondition: Group name and customer should be already present. Normal flow of events: ? Select group name. ? The customers in the selected group is shown. Alternate flow of events: ? If the group doesn’ exists, create a group name t ? If the customer is not present, create the customer. Post condition: None.

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Ask for group name Select group name

Display list of customers in the selected group

MANAGE PRODUCT/ SERVICE CATALOGUE

<<include>>

Create product/service details

<<include>>

Manage product/servi ce catalogue

<<include>>

Update product/service details

View product/service details

? Name of the use case: Create product/service catalogue. Description: The product and service details are maintained in the form of catalogue Precondition: The Sales Manager should be already logged in. Normal flow of events: ? Enter the product/service details. ? Save the new data. ? Creation of the product/service will be entered in the log. Alternate flow of events: None. Post condition: None.

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Ask for new product data

Update View

Product details entered Store new data

[update ok] Creation information stored in logs [system error] Display error

[Duplicate product found] Display conflict

Ask for new service data

Update View

Service details entered S to r e n e w data

[update ok] C reation information s t o r e d i n lo g s [system error] Display error

[D uplicate product found] Display conflict

? Name of the use case: Update the product/service details. Description: Updating in the details of the product/service are made. Precondition: The Sales Manager should be already logged in. The product should be already present. Normal flow of events: ? Select a product/service. ? Edit the details. ? Save the changed data. ? Updation of the product/service will be entered in the log.

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Alternate flow of events: ? If the product/service doesn’ exist then create product/service. t Post condition: None.

A s k fo r a s e rvice s e le c t s e r v i c e D i s p la y t h e d e t a i l s o f the s e rvic e s e r v i c e d e ta i l s u p d a te d S to r e c h a n g e s

A d d u p d a tio n i n fo r m a t i o n i n t h e l o g

A sk for a p ro d u c t s e le c t p r o d u c t D i s p la y th e d e ta i ls o f the p r o d u c t p r o d u c t d e ta i ls u p d a te d S to r e c h a n g e s

A d d u p d a tio n i n fo r m a t i o n i n t h e l o g

? Name of the use case: View product/service details. Description: The product quantity, price, service details are displayed. Precondition: The Sales Manager should be already logged in. The product should be already present. Normal flow of events: ? Select product/service. ? The catalogue of product/service is shown. 32

Alternate flow of events: ? If the product/service doesn’ exist then create product/service. t Post condition: None.

Ask for product Select product Display list of customers for the selected product

iii) Account Manager:
Description: Manage all the payment details (of the product or
services purchased). Group the customer according to some criteria. ? ? Manage Payment Transaction: Store all the payment transactions made by the customer and update the payment information. View All Details: View the customer details, payment details, purchase details, daily service transaction details.

? Manage Groups: Categorize the customers into local groups according to some criteria.

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Manage Payment Transaction:

<<include>>

<<extend>>

{or} Manage payment transaction details {or} {or} Account manager Manage groups {or}

<<include>>

Add payment transaction details <<extend>>

Update the account of customer

Edit the payment transaction details
<<include>>

<<include>>

Create a group

Add customer to group View History

?

Name of the use case: Add payment transaction details Description: All the payment transaction details are entered. Pre –condition: Account manager has logged in.

Normal flow of events: ? ? ? Select the customer. Select the product . Select the bill number.

? ? ? ?

Enter the details of receivables. Save the receivables details. Update the account of the customer. Entry of this adding details event has been logged .

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Alternate flow of event: ? If the receivables details will left to fill then system ask for refilling all the blank details then save the details and update the account of the customer.

Post condition: None.

Ask for the Receivables Receivables entered Store the Receivables [Found error] D isplay error

[submission OK] Update account of customer

?

Name of the use case: Edit the payment transaction details: Description: Previously entered payment transaction details are updated. Normal flow of event: ? ? ? ? ? ? ? ? Select the customer. Select the product. Select the receipt number. Select the payment transaction number. Make the changes. Save the new details. Update the account of the customer. Entry of this editing event has been logged.

Post condition : None.

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A s k fo r t h e Bill num b e r B i ll num b e r e n te r e d [B i l l n u m b e r n o t f o u n d ] [B i l l n u m b e r fo u n d ] D i s p l a y f i l le d fo rm o f r e c e i v a b le s E d i ting done [E r r o r f o u n d ] [S u b m i s s i o n o k ] S to r e u p d a te d fo r m U p d a te a c c o u n t o f customer D i s p la y error

D i s p la y E rror

iv) Support Manager: Responsible for entering

details of daily service transactions with customer. He can view customer's personal, official, payment details. He can view history of all the customers, edit the customer transactions and can group the related customer. ? ? ? Manage Service Transactions: Record and edit the details of the daily transactions of the customer for a service. View All Details: View the customer details, payment details, purchase details, daily service transaction details. Manage Groups: Categorize the customers into local groups according to some criteria.

Manage Service Transaction

<<include>>

Add Service T ransaction

M anage Service Transaction

<<include>>

<<extend>>

Update Service Transaction

Edit Service Transaction

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?

Name of use case : Add Service Transaction Description : To add new transaction with a customer. Normal flow of event : ? Select the customer or enter name of responder ? Select the contact person ? Select SLA No ? Enter the mode of transaction Mode of transaction may be ? ? ? ? e-mail chats service calls meetings

? Enter date and time

? Enter subject of transaction ? ? Feedback Discussion on service provided for a product

? Enter the name of initiator ? Enter / Select details in transaction ? Enter name of service provider ? Save this transaction ? Add transaction entry is made into Log Alternate flow of events: Sales Manager will get a notification if customer/contact person does not exist in the system.

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Ask for customer

customer entered [ customer not exist in system ] Notify to sales manager

Ask for cotact person contact entered Ask for SLA

SLA entered Ask for subject, date , time, details in transaction, service man, support manager All require fields are enetred Store new data

Record add transaction in log

?

Name of use case : Edit transaction Description: To edit the customer transaction. Normal flow of event : ? Select customer 38

? Select contact person ? Select SLA no ? Make changes in transaction ? Update the transaction

A s k fo r C u s to m e r C u s to m e r e n te r e d A s k fo r c o n ta c t c o n a tc t e n te r e d A s k fo r S L A

S L A e n te r d D i s p la y tra n s a c tio n

E d i t th e tra n s a c tio n

S t o r e u p d a te d tra n s a c tio n

R e c o rd e d i t e n t e r y i n t o lo g

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?

Name of use case : View history of customer Description : Support manager can view history of customers according to many criteria, like ? Customer name ? Contact person ? Product/ Service ? Date ? Time ? Transaction mode ? ? ? ? e-mail chat service calls meetings

? Subject ? ? Feedback Discussion of product/service

? Name of the service provider ? Name of support manager Normal flow of events : ? Select a criteria stated above ? History will be visible to support manager ? Support manager can delete transaction Post condition: Activities are registered in Log. Assumptions: Use cases Manage customer, Create sales transaction, Manage product/ service catalog has been created.

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Ask for customer Customer entered Ask for SLA SLA entered Select transactions according to SLA

Ask for date/ time/ subject/ modeof transaction service provider/ support manager /

Select transaction from support transaction

Display transaction
DIsplay transaction

Record view entery in Log

Record view entry into Log

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Ask for service

Ask for customer Customer entered

Service entered Ask for SLA SLA entered Select customer
Ask for cotact Conta c t entere d ASK fo r SLA

Select transaction from support Transaction

S e lect transaction from support transaction

Display transaction

Display transaction

Record view entry in to Log

Record view entry in to Log

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3.2) Supplementary Requirements:
? Have hours of operation that are 24 x 7 - Because system can be an automated process, so it can stay open for 24 hours a day. If the base is now the entire world, staying open 24 hours a day becomes critical. System is required to be available 24X7 so UPS support must be on server site for at least 8 hours in case of power failure. System will remain inaccessible to users at 2:00 to 4:00 am for backup and maintenance purpose. ? Reduce the cost of a sales transaction - To the extent that one can automate the sales process through this system, one can start to reduce the cost of that sales transaction. This is particularly true of mundane sales transactions where the customer knows what they want. ? Make the existing Web site more dynamic in nature - Many early Web implementations consisted of static HTML pages. This becomes very difficult to manage if the number of pages gets too large. An effective system should be largely dynamic taking advantage of technology that automates this process rather than relying on manual processes. Application should serve dynamic user based customized web pages to its clients from server. ? Tie the existing Web site into existing enterprise systems – Any existing Web site that relies on the manual duplication of data from another system is one that can be improved. Most of the business data in the world today exists in enterprise servers that can be connected to the Web servers to make this process far more effective. ? Provide good performance and the ability to scale the server– The Web Application Server should provide good performance and the ability to manage performance with techniques, such as support for caching, clustering, and load balancing. ? Providing session management capability - Web application developers should not spend valuable time worrying about how to maintain sessions within the application. The Web Application Server should provide these services.

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