用户类型

1. Client

2. President（Peter Charles）

3. Technicians

4. Receptionist/Bookkeeper

需求概述（非格式化）

1. 用户登录。

2. Clients发起服务请求。

Clients need to be able to service requests.

3. Technicians根据Clients请求进行工作。

Technicians need to enter their records of work on those requests.

4. 按时计费。

Which are also are time-and-billing records, right?

Right. What else?

5. Clients按需缴纳杂费。

If we are going to use this system for time-and-billing, the techs will need to enter any miscellaneous charges that we have to bill the client for – things like buying replacement NICs and cables. Also, remember that we bill different rates for different types of work.

6. 设置和修改服务类型。

So we’ll need functionality to set up and modify those work types?

Who will be doing that set up?

Well, I make the decisions on our rates. So either I’ll enter it or have Kathy do it as the bookkeeper.

• President决定费用比例
• Bookkeeper执行

7. 建立Clients条目。

We’ll also need to be able to set up clients and even employees, also. But I suppose the employee entry is so rare that we can ignore that for your initial high-level modeling.

8. Technicians可以查看（他们自己的）未完成请求列表，查看针对某一问题的历史服务。

One thing I think would be helpful would be for the techs to be able to view a list of their unresolved requests. We could see what we still need to do along with the service history for the problem. Sometimes I have so many things on my plate, I can forget some of them.

9. President可以看服务进度、未完成请求。

I’d like to see that, too, as a manager to see what’s going on. Of course, where I would want to see all the unresolved requests, each Tech would just see his or her own. We could even allow clients to view their own unresolved requests.

10. Clients可以查看他们未完成的请求。

We could even allow clients to view their own unresolved requests.

11. 将未完成服务标记为完成。

We might view several unresolved requests and be able to mark one or two as resolved.

I need to do some thinking about whether I want clients to be able to mark a request as resolved. If they accidentally marked one as resolved, it could mess up the entire system. And I’m sure we wouldn’t give them the rights to fix such an accident – mark a resolved request as unresolved. I’ll get back to you on that.

• 暂不确定是否把这个权利给用户

12. 系统验证使用者身份，并返回对应的未完成列表。

We want to keep this secure from people other than clients and employees. So If I view unresolved requests, the system shows me a list depending on who am I. I can click on any one of those requests either to see the history or to mark it as resolved.

13. 请求完成后，系统记录完成时间，并返回更新后的未完成列表。

If we do mark a request and resolved, then the system records the resolved date and shows us the updated list of unresolved requests.

14. Bookkeeper也可以向列表添加服务请求。

I also think that more than just clients need to be able to add service requests. I know that sometimes a client phones in a problem and Kathy needs to enter it to the system.

15. President可以查看系统管理数据，例：请求解决的平均时间。

Don’t forget that I want to view some management statistics from the system, such as average time to resolve a request.

16. 组件端，更新设备的组件列表

There’s also the component end of it. Adding a new component to a piece of equipment. Or for that matter, installing a completely new piece of equipment for a client.

Don’t forget that your list of standard components changes pretty frequently. We’re selling more office machines with DVDs and firewire cards. Who knows what’s next.

Right. This is less frequent, but sometimes we need to change the list of standard equipment types. You know – PCs, servers, routers, printers.

用例图

Actor Glossary

Use-Case Glossary

Use-Case Narrative

任务描述：Prepare a fully-documented Use-Case Narrative for the Check Unresolved Requests use case described in the interview