This project was developed as the final assignment for the System Analysis and Design course. The system is designed to manage IT service requests within an organization, aiming to streamline communication and task handling between users and the IT department. The IT Service Request Management System facilitates interactions between users of computer systems and the IT department responsible for providing and maintaining the necessary software and hardware infrastructure.
- Requestor – Submits service requests.
- IT Manager – Reviews and assigns requests.
- IT Staff (Assignee) – Resolves the request.
- User authentication (login/logout)
- Role and user management
- Request submission and assignment
- Editing/deleting request details by the manager
- Request status tracking (deadline, progress)
- Request detail views for all roles
- Message exchange between requestor, assignee, and manager
- Change history and notifications
- Feedback submission by the requestor
- Time-based and quality-based reports for requests
- Search functionality across requests
- Custom request types/status definitions by the manager
- Manager announcements and surveys
- Survey result visibility for specified users
| Phase | Deliverables | Description |
|---|---|---|
| Pre-Phase | Use case identification | Initial actor and use case list |
| Phase 1 | Structured use case diagram, glossary | Functional requirements |
| Phase 2 | UI mockups | Interface prototypes |
| Phase 3 | Activity diagrams, analysis class diagrams | Behavioral modeling |
| Phase 4 | Swimlanes, sequence diagrams, packages | Workflow architecture and iteration planning |
- UML Modeling (Use Case, Class, Activity, Sequence, Deployment Diagrams)
- UI Prototyping Tools
- Backend and frontend technologies (as implemented)
Mentioned in the file