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Software Requirements

Specification
for

Contact Management System

Prepared By:
Premsing Rathod
181070049                                                                                             

1
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
Product Perspective:................................................................................................................. 6
2.1) Software Interface:......................................................................................................... 7
2.2) Hardware Interface:........................................................................................................ 7
2.3) Communication Interface:.............................................................................................. 7
2.4) Product Function:............................................................................................................ 7
2.5) User Characteristics:....................................................................................................... 8
2.6) Constraints:..................................................................................................................... 8
2.7) Use-Case Model Survey:................................................................................................ 8
2.8) 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
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.
1.3) Abbreviations:
 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.
 Payment transaction: Transaction between account manger and customer for all the
payment of it’s purchase of product and services.

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

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

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

 EJB: Enterprise Java Beans.

 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.

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

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

 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’s . This consist of EJB tools , CMP ,data mapping tools & a universal
test client that is designed to aid testing of EJB’s.

 HTTP: Hypertext Transfer Protocol is a transaction oriented client/server protocol between


web browser & a Web Server.

 HTTPS: Secure Hypertext Transfer Protocol is a HTTP over SSL (secure socket layer).
 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.
2) Overall Description:
Describe the general factors that affect the product and its requirements.

2.1) Product Perspective:

Client
HTTP/HTTPS
(Customer)

WAS
DB2

Client Software
(System User)
TCP/IP

Application Database
Server Server
Client Side

 The web pages 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.
2.2) 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.

2.3) Hardware Interface:

Client Side
Processor RAM Disk Space
Internet Explorer Pentium II at 500 64 MB 1 GB
6.0 MHz
Server Side
Web sphere Pentium III at 1 512 MB 2 GB
application server GHz
V5.0
DB2 V8.1 Pentium III at 1 512 MB 1GB (Excluding
GHz data size)

2.4) Communication Interface:


 Client on Internet will be using HTTP/HTTPS protocol.
 Client on Intranet will be using TCP/IP protocol.

2.5) 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
maintained by the system.

2.6) User Characteristics: Every user should be comfortable of working with computer and net
browsing. He must have basic knowledge of English too.
2.7) 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.

2.8) Use-Case Model Survey:

Manage Customers Manage System Users

Create Sales Transaction


View Logs
Sales Administrator
Manager
View All Details
Manage Product / Service
Catalogue Manage Standard Groups

Manage Payment Manage Service Transactions


Account Support
Transaction Manager
Manager

Manage Groups

Customer View Own Details

USE CASE DIAGRAM


Telephone Directory System Modules

 Admin module: This is the main module where the administrator logins into the database.
All the admin details are stored with user id and password.

 Contact module: This module allows the user to enter all the details like name, phone
number, address, website, facebook account details.

 Insert module: In this module, all the details regarding contacts are inserted.

 Delete module: In this module, the records with a specific id is deleted.

 View module: This module allows the user to view a specific contact detail.

 Search module: This module allows to search for the contact details by just entering its
name.

Software Requirements

 Java

Class Diagram:
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.
2.9) Architecture diagram:
Application Layer Business Layer Data Layer

Role_UI Role Role


Permission_UI Permission Permission
User_UI User User

Task_UI Task Task


Log_UI
Log Log

Receivable_UI Receivable
Receivable

Customer_UI Customer Customer

Purchase_UI Purchase Sales

Product_UI Product
Product

10
SLA_UI SLA
SLA
Service_UI Service
Service

Service Service
Transaction_UI Transaction Service Transaction

Group_UI Group Group

11
2.10) Database design:

System_Role ISA
Role_ID
Role_Name

Sales Manager Account Support


Manager Manager

System_Log
System User Has User_ID
System_Role_Task Activity
User_ID
Date/Time
Role_ID Task_ID Login_name
Password_valu
Group_User
e First_Name Group_ID
Makes
Last_Name User_ID
E-mail Modified
Created

Group Group_ID
Group_Name
Group_Description

System_Task System_task_Permission Group_Customer


Group_ID
System_Permission
Task_ID Task_ID Permission_ID Customer_ID
Permission_ID
Task_Name Permission_Name
Customer SLA
Contact _Person Receivables
Customer_ID SLA_ID
Login_name Password Contact_ID Receivable_no
Customer_
Company_Name Contact_Name Receivable_for Date
ID
Phone Person_ID Type_of_Payment
Product_ID
Extension Fax Address Department_Name Mode_of_Payment
Have SLA_Name
City Salutation Check# Check_Bank
Left_amou
State Country Zip Phone Extension Check_Issue_date
nt
Code Website E-mail Mobile Fax Address Check_Expiry_date
Total_Cast
City Check_Amount DD#
SLA_Descri
State Country DD_Bank
ptionDD_Issue
Zip_Code E-mail DD_Expiry_Date
SLA_Rule
Messanger_ID DD_Amount
Resolution
Reference_by Cash_Amount
_Time Card#
BankDays
Amount
Time
Minutes
Terms_&_
SLA_Ser
vice Conditions
SLA_ID
Amount_le
Service
Product
Sales _ID ft
Product_ID
Bill_No Customer_ID Description Profit%
Product_ID Support_Tr
Unit_Measure ansaction
Purchase_Date SLA_ID
Qty_in_Hand Service
Purchase_Time Contact_ID
Reoreder_level Service_ID
Qty_Sold Supply_Date Mode_of_
Sale_Price Description
Total_Amount TransactioPrice
Cost_Price Image Duration
Amount_Left n Subject
Guaranty Status Support_Facility
Date Time
Launching_Date
Transactio
n_Detail
Service_M
anager
Support_
Manager
Responder
Initiator
Account Manager
Sales Manager

Sales SLA
Customer SLA Sales

Group Group_Customer
Contact_Person Group Group_User

Receivable Group_User

Group_Customer Service Product

Support Manager

SLA Support_Transaction

Group_User Group_Customer Group_User


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
<<includ
e>>

Update details of Users

14
 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
 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.
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
ii) Sales Manager: Responsible for managing customer details, sales transaction,
managing products, service catalogs and grouping the related customer s.
 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 on s

< < in c l ude > >


A dd c u s to m e r s
< < i n c l ude > >

< < i n c l ude > >


U p d a te C u st o m e r s
M a n age c u s to m e rs
< < in c l u d e > >

< < in c l ude > >


V i ew i ts d e ta i ls

A d d a n e w c o n ta c t s pe c i f i c nee d

 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.
 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.
 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’s data updated.
 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.
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


Update purchase
<<extend>> <<include>>

View purchase details


C reate sales Transaction

<<extend>>
<<include>>
Create a SLA
<<include>>

Manage Service Level


Agreements View a SLA
<<include>>

Update SLA
 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’t exist, create the customer.
Post condition: Product id is generated.

Ask for
customer

Select customer

invalid
Create
customer
Valid

Ask for product

Select product
invalid
Create
product
Valid

Ask for details


of purchase

Purchase details entered

Store new
data

Store add information in


the logs
 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’t exist, create product.
Post condition: None.

As k for
c ust omer

S e lect customer

invalid
Create
c ust omer
Valid

As k for
produ c t

S e lect product
invalid
Create
product
V a lid

As k for a dat e

S e lect date

P ur c ha s e details
shown

Upda te purchase details c hange


S to re
s

S to re update
information in the logs

 Name of the use case: View purchase details.


Description: View the details of the product purchased by the selected customer.
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’t exist, create customer.
 If the product is not present, create product.
Post condition: None.

Ask for
customer

Select customer
invalid
Create
customer
Valid

Ask for product

Select product

Create invalid
product
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.
 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’t exist, create customer.
 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

invalid
Create
customer
Valid

Ask for product

Select product

Create invalid
product
Valid

Ask fo r one or more


services

Select service/s

Ask for SLA


details

SLA entries entered


Store new
da ta

S tore add information in


the logs
 Name of the use case: Update service level agreemen t.
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’t exist, create customer.
 If the product is not present, create product.
Post condition: None.
 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’t exist, create customer.
 If the product is not present, create product.
Post condition: None.

Ask for
customer

Select customer

invalid
Create
customer
Valid

Ask for product

Select product

Create invalid
product
Valid

Ask for a date

Select date

SLA details
Shown
MANAGE GROUPS

<<include
>> Create a
group

Manage <<include
>>
groups
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.

As 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.
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’t exists, create a group name
 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’t exists, create a group name
 If the customer is not present, create the customer.
Post condition: None.
Ask for
group name

Select group name

Display list of customers in


the selected group

MANAGE PRODUCT/ SERVICE CATALOGUE

<<include
>>
Create
product/service
<<include details
>>

<<include>>
Manage product/service Update product/service details
catalogue

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.
Ask for
new
product
data

Update Product details entered


View
Store new data

[update
ok]
[system Displa
Creation
error] y error
information
stored in logs
[Duplicate product found]

Display conflict

As k for new
service data

Update V ie w Service details entered

S tore new dat a

[update ok]
[system error] Dis play
C reation information
stored in log s error

[D uplicate product found]

Dis p la y 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.
Alternate flow of events:
 If the product/service doesn’t exist then create product/service.
Post condition: None.

A s k f o r as
ervice

s e le c t s e r v i c e D i

s p la y th e d e t a il s
o f th e s e r v i c e

s e r v i c e d e ta il s u p d a t e d

S to r e c h a n g e s

Addupdation
i n fo r m a t i o n i n th e lo g

A s k for a
p rodu c t

s e le c t p rodu c t D i

s p la y the d e ta i ls
o f th e produ c t

p rodu c t d e ta i ls upda te d

S tore c h a n g e s

A d d u p d a t ion
i n fo rm a t ion i n the 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.
Alternate flow of events:
 If the product/service doesn’t exist then create product/service.
Post condition: None.

Ask for product product

Select 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.
Manage Payment Transaction:

<<include <<extend
>> >>
{or} Add payment
transaction
<<include>> details <<extend
Manage payment >> Update the account
transaction details of customer

Edit the payment transaction


{or} details
{or <<include>>
} {or}
Account Manage groups <<include>>
manager Create a group

Add customer to group


ViewHistory

 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 det ails.
 Update the account of the customer.
 Entry of this adding details event has been logged .
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.
As k for the B ill nu m be r
B i ll num ber en tere d

[B ill num be r not found ] [B ill num ber found D i s p la


y erro r
]
D is p la y f il led fo rm
of re c e i v ab le s
E d i t i ng don e
[E rro r found ] [S ub mi ss i on ok ] D i s p la
S tore y E rror
upda ted for m

Upda te a cc ount of c u
st o m e r

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>>
AddService Transaction

ManageService <<include>> <<extend>>


UpdateService Transaction
Transaction

Edit Service
Transaction
 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.
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
 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 ona 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
tr an s a c t i o n

E d i t th e
tr a n s a c t i o n

S t o r e u p d a te d tr
an s a c t i o n

R e c o rd e d i t
e n te r y i nt o lo g
 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.
Ask for customer

Customer entered
Askfor date/time/ subject/ modeof
Ask for SLA transaction/
serviceprovider/supportmanager
SLA entered Select

transactions according Select


to SLA
transactionfrom
supporttransacti
on

Display
Transaction
DIsplay
transactio
n
Recovering
entry into log
Record
view entery
in Log
Ask for customer
Ask for
service Customer entered Ask for
cotact

Service entered Ask Co nta ct entere d ASK fo


r
for SLA SLA
SLA entered
Select customer

S elect transaction from


Select transaction support transaction
from support
Transaction

Display Display
transactio transaction
n

Record view Record view


entry in to entry in to Log
Log
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 performan ce 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 sessio ns within the application. The
Web Application Server should provide these services.

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