Before moving on to the Ticket Management System, we will cover business requirements.
Let's say we have a banking web application that can be used by our customers, Peter and Kevin, and we have Sammy, our admin, and Chloe, the CSR, to help in case of any application issues.
Peter and Kevin are facing some problems in the payment process. When they try to click on the payment transaction submit button, it's not working. Also, the transaction view is in a web page. So our users (Peter and Kevin) will create a ticket to share their problem.
Once the ticket is created, it can be updated by customer/CSR/admin. Also, a customer can delete their own ticket. While updating, anyone can change the severity; however, only CSR and admin can change the status, as the ticket's status is related to official activities.
Customers can view their tickets in total or as a single ticket, but they can delete only one ticket at a time. The Multi-delete option is available...