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User Stories

  1. As a customer, I should be able to purchase a support plan when I buy electronics or electronics equipment from any of their retail store
  2. As a customer, I should be able to self register on the website and choose the support plan that I want for the electronics that I purchased.
  3. As a customer I should be able to register a credit card so it can be used for payments when the support period ends.
  4. As a customer I can buy support plan for specific periods and renew then if needed
  5. As a customer who has a support plan I should be able to create a ticket for an issue I am facing using the web interface.
  6. As a customer I should be able to report a ticket by calling sysop squad.
  7. As a customer who is creating a support ticket, I should be able to specify time slots in which I want the service.
  8. As a customer I should be notified that the expert is on their way.
  9. As a customer I should be able to leave feedback about the work done.
  10. As a customer, I should login to the system with my username and password
  11. As an administrator, I should be able to add list of sysop squad experts with details like name, skillset, location and availability
  12. As an administrator, I can update sysop squad expert details. (list or single)?
  13. As an administrator, I should be able to remove an expert from the system (without affecting the logged tickets etc.)
  14. As an administrator I should be able to use the system to do billing processing for customers. I.e. How much does a customer need to pay, which customer needs to pay when, are there any extra charges to be levied on the customer.
  15. As an administrator, I should be able to maintain(fetch/add/update/delete) reference data in the system. E.g. supported products
  16. As an administrator I can maintain other users of the systems e.g. managers
  17. As an administrator, I can check the status of tickets for a customer
  18. As an administrator I should be able to see tickets and their status reports
  19. As a administrator, I should login to the system with my username and password
  20. As a manager I can keep track of operations on tickets.
  21. As a manager I can receive operational and analytical reports
  22. As a manager, I can request and receive financial reports
  23. As a manager, I can request and receive expert performance reports
  24. As a manager, I should login to the system with my username and password
  25. As an expert, I should be able to see tickets assigned to me on mobile app
  26. As an expert, I should be able to search the system to find solutions to problems
  27. As an expert, I should be able to update solutions with notes and other information
  28. As an expert I should be able to update ticket with notes and repairs offered
  29. As an expert I should be able to deny a ticket assigned to me along with reasoning (optional)
  30. As a expert, I should login to the system with my username and password
  31. As a system, ‘I’ should be able to assign created tickets to an expert based on location, availability and expertise required
  32. As a system, I should notify assigned expert for a ticket via text message
  33. As a system, ‘I’ should know what expertise is required for what ticket.
  34. As a system, I should charge customers bills annually/monthly
  35. As a system, I should send a survey to the customer once the ticket status turns into ‘completed’
  36. As a system I should update the expert’s location and availability
  37. As an expert I should be able to publish my schedule (like daystart, dayEnd, or timeOff) which would be considered for ticket assignment