USER USER STORIES TASKS REQUIREMENT POINT RESPONSIBLE TEAM

STORY REFERENCES S MEMBER

NO.

1 As a Can create ticket through the website

student/visitor I
must be able to
create new ticket
Can create ticket through email
Can view ticket request form
Can enter details
Cannot proceed if required fields are empty

2 As a  Can view status tracker

student/visitor I  Can view my ticket
must check ticket  Can
status
3 As a  Can sign up/create account on the
student/visitor I website
must be able to  Can view signup form
access the  Can enter details on the form
website  Cannot proceed if required fields are
empty
 Can receive email verification
 Can activate account through the
email verification received
 Can log in to the website
 Can view all opened tickets
 Can log out from the website
4 As a staff/agent I  Can receive account details from the
must be able to admin through email
access the  Can log in to the website
website  Can enter login details
 Can logout from the website
5 As a staff/agent I  Can view tickets by status
must view tickets  Can view tickets by priority

6. As a staff/agent I  Can change ticket priority

must manage  Can mark tickets as overdue
tickets  Can assign ticket to another staff
member
 Can release ticket
 Can edit ticket general information
 Can post ticket reply
 Can post ticket internal note
 Can transfer ticket to another
department
 Can close ticket (if it is open)
 Can close ticket with response
 Can reopen ticket (if it is close)
 Can reopen ticket with response
 Can ban the email and close the
ticket
  Can delete ticker
 Can
7 As a staff/agent I  Can create offline ticket (on behalf of
can create tickets the customer)
 Can view ticket form
 Can enter details

8. As a staff/agent I  Can create new task

can manage tasks  Can view task
 Can assign task
 Can post update
 Can post internal not
 Can add collaborators
 Can search task
 Can sort tasks
 Can change task status
 Can view task summary
9. As a staff/agent I  Can quick add quick filter
can customize  Can customize criteria for advance
the columns I see searching
in a custom  Can save customized advance search
search  Can add personal search
 Can edit saved advance search

10. As an Admin I can  Can enter new template information

create email  Can add internal notes
template  Can reset template
 Can cancel template
 Can view details regarding required
fields (hover the cursor to the
question mark warning icon)
11. As an Admin I  Default ticket number format
must manage  Default ticket number sequence
ticket  Top level queue counts
 Default status
 Default priority
 Default Service Level Agreement
(SLA)
 Default help topic
 Lock semantics
 Default ticket queue
 Maximum open tickets
 Human verification
 Collaborator ticket visibility
 Claim on response
 Auto-refer on close
 Require help topic
 Attachments
 Autoresponder
 Alerts and notices
12 As an Admin I  Can add new department
must manage  Can change department status
departments  Can select type of department
  Can select SLA for ticket time span
 Can select schedule for a department
 Can select manager
 Can choose which department
member to assign ticket
 Can disable auto-claim on response
for each department
 Can change outgoing email settings
 Can change auto responder settings
 Can choose who will receive alerts
and notices
 Can add department signature
13 As an Admin I  Can add new agent/staff
must manage  Can choose status setting for
staff/agents agent/staff
 Can assign department to
agents/staff
 Can edit permissions for agent/staff
 Can assign agent to a team
14 As an Admin I  Can create help topics
must add help  Can assign help topics to
topics departments
15 As an Admin I can  Can change company’s basic
set/alter the information
company  Can alter site pages
information  Can change logo
settings  Can change login backdrop
16 As an Admin I can  Can change general settings for user
manage users  Change authentication settings
 Change authentication and
registration templates and pages
17 As an Admin I  New task alter
must manage  New activity alert
tasks  Task assignment alert
 Task transfer alert
 Overdue task alert
18 As an Admin I can  Add new team
manage teams  Add team members
 Can delete member on a team
 Can sort teams
 Can disable teams
19 As an Admin I  Can add new role
must manage  Can sort roles
Staff/agent roles  Can choose permissions per role
20 As an Admin I  Can receive account details during
must be able to system set up
access the  Can log in to the website
website  Can enter login details
 Can logout from the website