Use Case Diagram – Ticket Management System
A Use Case Diagram represents the functional requirements of a system by identifying the actors (users or systems) and the various interactions they have with the system. It focuses on what the system does rather than how it does it, making it a key tool in early-stage system analysis and design.
In the Ticket Management System, we define the following primary and secondary use cases that represent the real-world interactions between users (actors) and the system.
Actors Involved
- End User (Customer)
- Support Agent
- Administrator
- System Scheduler (Automated Actor)
- External System / Notification Service (Optional)
Key Use Cases and Descriptions
| Use Case | Description |
|---|---|
| Register / Login | Users must authenticate themselves before interacting with the system. |
| Create Ticket | The end user raises a ticket for any issue they face. |
| View Ticket Status | Users can track the current status of their tickets. |
| Comment on Ticket | Both users and agents can communicate through comments on the ticket. |
| Assign Ticket | Admin or system assigns the ticket to a specific support agent. |
| Update Ticket Status | Agents update ticket status from Open → In Progress → Resolved, etc. |
| Close Ticket | Users or agents close a ticket after it’s resolved. |
| Escalate Ticket | System or agent escalates tickets based on delay or severity. |
| Generate Reports | Admin generates performance and status reports. |
| Manage Users and Roles | Admin creates, updates, or removes user roles and permissions. |
| Notify Users / Agents | The system sends alerts for updates, assignments, and escalations. |
How to Explain This to Students
- Explain that each actor has specific responsibilities, and use cases show the system’s response to each interaction.
- The system boundary is defined by the box labeled Ticket Management System — everything inside is what the system is expected to handle.
- Encourage students to analyze use cases to derive functional requirements or begin sequence/activity diagrams from them.
- Reinforce how use case diagrams serve as communication tools between stakeholders and developers in the early phases of development.
