Class Diagram – Ticket Management System

A Class Diagram is a static structure diagram that describes the classes in a system and the relationships among them. It’s a foundational part of object-oriented design and is used to show the blueprint of the software components before implementation.

In the context of a Ticket Management System, the class diagram models the entities such as users, tickets, and the administrative structure involved in managing tickets efficiently.

Key Classes and Their Descriptions

Here are the main classes involved in the system along with their attributes and methods (operations):

1. User (Abstract Class)

Attributes:

• userId: String
• name: String
• email: String
• password: String
• role: String

Methods:

• login()
• logout()

 

This is a general representation of any user (end-user, agent, or admin) with common properties.

2. Customer (Inherits from User)

Methods:

• createTicket(issue: String)
• viewTicketStatus(ticketId: String)
• commentOnTicket(ticketId: String, message: String)
• closeTicket(ticketId: String)

 

This class is for users who raise support requests.

3. SupportAgent (Inherits from User)

Methods:

• updateTicketStatus(ticketId: String, status: String)
• assignTicket(ticketId: String)
• commentOnTicket(ticketId: String, message: String)
• escalateTicket(ticketId: String)

 

Represents the support staff responsible for resolving tickets.

4. Admin (Inherits from User)

Methods:

• manageUsers()
• generateReports()
• assignTicketToAgent(ticketId: String, agentId: String)

 

Represents system administrators with the highest level of access.

5. Ticket

Attributes:

• ticketId: String
• title: String
• description: String
• status: String
• priority: String
• createdDate: Date
• closedDate: Date

Methods:

• addComment(userId: String, message: String)
• updateStatus(newStatus: String)
• assignAgent(agentId: String)

 

Central class representing support issues.

6. Comment

Attributes:

• commentId: String
• userId: String
• ticketId: String
• message: String
• timestamp: Date

 

Represents conversations between users and support staff.

7. Notification

Attributes:

• notificationId: String
• recipientId: String
• message: String
• sentDate: Date

Methods:

• sendNotification()

 

Supports email/SMS/Slack notifications for ticket updates and alerts.

8. SystemScheduler (Utility Class)

Methods:

• autoAssignTickets()
• checkForEscalation()
• sendDailyReminders()

 

Represents automated system behavior.

Relationships Between Classes

Inheritance:

• Customer, SupportAgent, and Admin inherit from the abstract User class.

Associations:

• A User can create many Tickets (1-to-many).
• A Ticket can have multiple Comments (1-to-many).
• A Ticket can be assigned to one SupportAgent.
• A User can receive many Notifications.

Dependency:

• SystemScheduler depends on Ticket and Notification.