Activity Diagram – Ticket Management System

Description:

The activity diagram outlines the workflow of how a support ticket is processed in a typical ticket management system. It represents the interactions between the user, support agent, and the system. The flow includes creation, assignment, response, resolution, and closure of the ticket.

Detailed Explanation of Activities:

• User Login/Register
  The user either logs into the system or registers for the first time. This ensures that all tickets are tied to a valid account.

• Create Ticket
  The user fills out a form to describe the issue or request, attaches relevant files if necessary, and submits it.

• Ticket Saved in System
  Once submitted, the system stores the ticket in a database and assigns a unique ID.

• Ticket Assignment
  Based on ticket category or workload, the system either auto-assigns the ticket or an admin manually assigns it to a support agent.

• Notification to Agent
  The assigned support agent is notified about the new ticket via email or system alerts.

• Agent Reviews Ticket
  The agent opens the ticket, reads the issue, and begins analysis or troubleshooting.

• Communication (Optional Loop)
  If required, the agent communicates with the user for clarification. This step may loop several times until clarity is achieved.

• Issue Resolution
  The agent fixes the issue, provides a solution, or explains the next steps.

• Customer Satisfied Decision Point
  The system checks if the user is satisfied with the provided solution. If not, the ticket is reopened or comments are added.

• Close Ticket
  Once confirmed or after a timeout period, the system marks the ticket as closed and informs the user.

Purpose of This Diagram in Course Context:

• It teaches students how workflows are managed in a real-world support system.

• It demonstrates the use of decisions, concurrency, and loops in activity diagrams.

• Helps them visualize system automation vs. human actions in ticket handling.