Srs

Banasthali Vidyapith
Contact Management
Software Requirements Specification
Team
Rhyzome
Team Members
Anita Kumawat
Meenakshi Garg
Sanjukta Sarkar
Shrinkhla Mishra
Project Guide
Mr. Vikas Manoria
1
Index & Tables
1) Introduction: ..............................................................................................................................3
1.1) Purpose: ................................................................................................................................3
1.2) Scope: ...................................................................................................................................3
1.3) Abbreviations:......................................................................................................................3
1.4) References: ...........................................................................................................................5
1.5) Technologies: .......................................................................................................................5
2) Overall Description: ..................................................................................................................6

2.01) Product Perspective: ..........................................................................................................6
2.02) Software Interface:.............................................................................................................7
2.03) Hardware Interface: ...........................................................................................................7
2.04) Communication Interface:.................................................................................................7
2.05) Product Function:...............................................................................................................7
2.06) User Characteristics:..........................................................................................................8
2.07) Constraints: ........................................................................................................................8
2.08) Use-Case Model Survey:...................................................................................................8
2.09) Architecture diagram: ......................................................................................................10
2.10) Database design: ..............................................................................................................11
2.11) Assumptions and Dependencies: ....................................................................................14
3) Specific Requirements: ...........................................................................................................14

3.1) Use-Case Reports:..............................................................................................................14
3.2) Supplementary Requirements: ..........................................................................................43
2
1) Introduction:
1.1) Purpose: Contact Management is for establishing and sustaining the business relationships by
maintaining valuable customer information. It also integrates the Support Desk, which gives an overall view
of all the customer relationships. The central repository enables to track account- level data, service level
agreements, user contact information and product ownership details.
1.2) Scope:
? Create different system users and assign different roles with related permissions.
? Manage all the account details such as user name, company, phone numbers, address
websites, email addresses of all the customer from one central location.
? Track all the customers and their contact details.
? Maintain the services provided to the customer through Service Level Agreements.
? Track all the payment details of the customer and their product ownership detail.
? Group the contacts together in a single account according to some criteria.
? Capture, View and edit all user transactions, including email, chats, and services calls in a
single system.
? Confirmation of end user identity and will verify which users are authorized to receive
support.
? Maintain history of each customer and their related information about the product sale,
SLA & support related transactions.
? Anticipate the need and potential of sales opportunities.
? View all the details of all the interactions made with the customer.
? Activities like updations, creations done in the system by the system users will be
maintained in the form of logs for auditing and maintaining the integrity of the system.
1.3) Abbreviations:
? SLA: SLA is a formal written agreement made between two parties .The service provider &
the service recipient. It defines the term of engagement - the fundamental rules that
will govern the relationship.
? Support transaction: Communication between support manager and customer regarding
service provided, query & feedback for the product.
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? Payment transaction: Transaction between account manger and customer for all the
payment of it’s purchase of product and services.
? Personal details: Details of customer such as username, company, phone number, address,
website, e-mail address etc.
? Contact details: Details of contact persons associated with the company (customer).
? Sales transaction: Transaction between sales manager and customer of the product sold.
? HTML: Hypertext Markup Language is a markup language used to design static web
pages.
? EJB: Enterprise Java Beans.
? J2EE: Java 2 Enterprise Edition is a programming platform— part of the Java Platform—
for developing and running distributed multitier architecture Java applications,
based largely on modular software components running on an application server.
? DB2: DB2 Database is the database management system that delivers a flexible and cost-
effective database platform to build robust on demand business applications.
? WAS: Web sphere application server is an application server that runs business applications
and supports the J2EE and web services standards.
? WSAD: Web sphere studio application developer is a toolkit which is designed for the
creation of more complex projects, providing fully dynamic web application
utilizing EJB’s . This consist of EJB tools , CMP ,data mapping tools & a universal
test client that is designed to aid testing of EJB’s.
? HTTP: Hypertext Transfer Protocol is a transaction oriented client/server protocol between

web browser & a Web Server.
? HTTPS: Secure Hypertext Transfer Protocol is a HTTP over SSL (secure socket layer).
4
? TCP/IP: Transmission Control Protocol/Internet Protocol, the suite of communication
protocols used to connect hosts on the Internet. TCP/IP uses several protocols, the
two main ones being TCP and IP.
1.4) References:
? IEEE SRS Format
? Problem Definition (Provided by IBM)
? CT Arrington. Enterprise Java with UML. OMG Press.
1.5) Technologies:
? J2EE: Application Architecture
? DB2: Database
? WSAD: Development Tool
? WAS: Web Server
? Rational: Design Tool
1.6) Overview: SRS will include two sections:

? Overall Description will describe major components of the system, interconnection and
external interfaces.
? Specific Requirements will describe the functions of actors, their role in the system and
constraints.
5
2) Overall Description:
Describe the general factors that affect the product and its requirements.
2.01) Product Perspective:
HTML
Client
HTTP/HTTPS
(Customer)
WAS DB2
Client
Software
(System User) TCP/IP
Application Database
Server Server
Client Side
? The web pages (XHTML/JSP) are present to provide the user interface on customer client
side. Communication between customer and server is provided through HTTP/HTTPS
protocols.
? The Client Software is to provide the user interface on system user client side and for this
TCP/IP protocols are used.
? On the server side web server is for EJB and database server is for storing the information.
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2.02) Software Interface:
Client on Internet: Web Browser, Operating System (any)
Client on Intranet: Client Software, Web Browser, Operating System (any)
Web Server: WAS, Operating System (any)

Data Base Server: DB2, Operating System (any)
Development End: WSAD (J2EE, Java, Java Bean, Servlets, HTML),
DB2, OS (Windows), Web Server.
2.03) Hardware Interface:
Client Side
Processor RAM Disk Space
Internet Explorer Pentium II at 500 64 MB 1 GB
6.0 MHz
Server Side
Web sphere Pentium III at 1 512 MB 2 GB
application server GHz
V5.0
DB2 V8.1 Pentium III at 1 512 MB 1GB (Excluding
GHz data size)
2.04) Communication Interface:

? Client on Internet will be using HTTP/HTTPS protocol.
? Client on Intranet will be using TCP/IP protocol.
2.05) Product Function:

? Track Account Level Data: In this module, receivables from customer are maintained.
? Service Level Agreements: It contains the agreements of providing the services related to
product and customer.
? User Contact Information: It maintains all the details (Personal, Official, Contact, and
Company) of the customer.
? Product Ownership Details: It maintains the information that does which customer own
which product.
? Track Support Transactions: Maintenance of transactions related to the services provided
to the customer in the form of support.
? Maintaining Logs: Activities of the System Users can be tracked through the logs, which is
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maintained by the system.
2.06) User Characteristics: Every user should be comfortable of working with computer and net
browsing. He must have basic knowledge of English too.
2.07) Constraints:
? GUI is only in English.
? Login and password is used for identification of customer and there is no facility for guest.
? This system is working for single server.
? There is no maintainability of back up so availability will get effected.
? Limited to HTTP/HTTPS.
2.08) Use-Case Model Survey:
Manage System Users

Manage Customers
Create Sales Transaction View Logs

Sales Administrator
Manager
View All Details
Manage Product / Service Manage Standard Groups

Catalogue
Manage Payment Manage Service

Account Support
Transaction Transactions
Manager Manager
Manage Groups
Customer View Own Details
USE CASE DIAGRAM

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1. Administrator: Responsible for managing system users, viewing logs and managing standard groups of
the system.
? Manage System Users: The Administrator will create different roles. The system users will be
created and will be assigned with the different roles. More than one task and permissions can be
granted or revoked from the system users.
? View Logs: Responsible for checking the logs of different system user for auditing and
maintaining the integrity of the system.
? Manage Standard Groups: Standard groups will be created and updated by the administrator,
which will be visible to all the system users.
? View All Details: View the customer details, payment details, purchase details, daily service
transaction details.
2. Sales Manager: Responsible for managing customer details, sales transaction, managing products, service
catalogs and grouping the related customers.
? Manage Customers: Record details of new customers, update and view its details.
? Create Sales Transaction: Record details of product sold, customer id, terms and conditions and
service level agreements.
? Manage Product/Service Catalogue: Creation and updation of product/service details.
? Manage Groups: Categorize the customers into local groups according to some criteria.
3. Account Manager: Manage all the payment details (of the product or services purchased). Group the
customer according to some criteria.
? Manage Payment Transaction: Store all the payment transactions made by the customer and
update the payment information.
4. Support Manager: Responsible for entering details of daily service transactions with customer. He can
view customer's personal, official, payment details. He can view history of all the customers, edit the
customer transactions and can group the related customer.
? Manage Service Transactions: Record and edit the details of the daily transactions of the
customer for a service.
5. Customer: Person/ Company who is facilitated by the system.
? View Own Details: Customer can view his personal details, payment details,
details about services provided and the transaction details for the services.
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2.09) Architecture diagram:
Application Layer Business Layer Data Layer
Role_UI Role Role

Permission_UI Permission Permission
User_UI User User
Task_UI Task Task

Log_UI
Log Log
Receivable_UI Receivable
Receivable
Customer_UI Customer Customer
Purchase_UI Purchase Sales
Product_UI Product
Product
SLA_UI SLA
SLA
Service_UI Service
Service
Service Service
Transaction_UI Transaction Service Transaction
Group_UI Group Group

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2.10) Database design:
System_Role ISA
Role_ID
Role_Name
Sales Account Support

Manager Manager Manager
System_Log
System User Has User_ID
System_Role_Task Activity
User_ID Date/Time
Role_ID Login_name
Task_ID Password_value
First_Name Group_User
Last_Name Makes Group_ID
User_ID
E-mail
Modified
Created
Group
Group_ID
Group_Name
Group_Description
System_Task System_task_Permission
Group_Customer
System_Permission Group_ID
Task_ID Task_ID Permission_ID
Task_Name Permission_ID Customer_ID
Permission_Name
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Customer SLA
Customer_ID Contact _Person Receivables SLA_ID
Login_name Contact_ID Receivable_no Customer_ID
Password Contact_Name Receivable_for Product_ID
Company_Name Person_ID Date SLA_Name
Phone Department_Name Type_of_Payment Left_amount
Extension Have Salutation Mode_of_Payment Total_Cast
Fax Phone Check# SLA_Description
Address Extension Check_Bank SLA_Rule
City Mobile Check_Issue_date Resolution_Time
State Fax Check_Expiry_date Days
Country Address Check_Amount Time
Zip Code City DD# Minutes
Website State DD_Bank Terms_&_Conditions
E-mail Country DD_Issue Amount_left
Zip_Code DD_Expiry_Date
E-mail DD_Amount
Messanger_ID Cash_Amount
Reference_by Card#
Bank SLA_Service
Amount SLA_ID
Service_ID
Product
Sales Product_ID
Bill_No Description
Customer_ID Profit% Support_Transaction
Product_ID Unit_Measure SLA_ID
Purchase_Date Qty_in_Hand Service Contact_ID
Purchase_Time Reoreder_level Service_ID Mode_of_Transaction
Qty_Sold Sale_Price Description Subject
Supply_Date Cost_Price Price Date
Total_Amount Image Duration Time
Amount_Left Guaranty Support_Facility Transaction_Detail
Status Service_Manager
Launching_Date Support_Manager
Responder
Initiator
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Account Manager
Sales Manager
Sales SLA
Customer SLA Sales
Group Group_Customer
Contact_Person Group Group_User
Receivable Group_User
Group_Customer Service Product
Support Manager
SLA Support_Transaction
Group_User Group_Customer Group_User
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2.11) Assumptions and Dependencies:
? The details related to the product, customer, payment and service transaction
provided manually.
? Administrator is created in the system already.
? Roles and tasks are predefined.
3) Specific Requirements:
3.1) Use-Case Reports:
i) Administrator: Responsible for managing system users, viewing logs and managing standard groups
of the system.
? Manage System Users: The Administrator will create different roles. The system users will
be created and will be assigned with the different roles. More than one task and permissions
can be granted or revoked from the system users.
? View Logs: Responsible for checking the logs of different system user for auditing and
maintaining the integrity of the system.
? Manage Standard Groups: Standard groups will be created and updated by the
administrator, which will be visible to all the system users.
Manage System Users:
<<include>>
View System Users
<<include>>
Create System Users

Manage System Users
<<include>>
Update details of Users
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? Name of use case: View System Users
Description: View the list of system users in a role and view the details of
roles, tasks and permissions assigned to a system user.
Preconditions:
? Administrator is already logged in.
? System users have already been created and assigned some roles, tasks and permissions.
Normal flow of events:
? The system user or a role will be selected.
? Query will be submitted.
? Relevant output will be displayed (If system user is selected then roles, tasks and
permissions assigned to one will be displayed and if role is selected then list of system
users assigned to that role will be displayed).
Alternate flow of events: None.
Post Condition: None.
Ask for selecting Role

or System User
[ Role ] List of system users which are

assigned to the selected role
[System User]
Details of roles, tasks and

permissions of selected user
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? Name of use case: Create System Users
Description: To create system users (Giving them a login name, password
and assign roles, tasks and permissions to them).
Preconditions: Administrator is already logged in.
? New Login name, password, details, roles, tasks and permissions will be entered.
? Save the details.
Alternate flow of events:
? A message appears for duplicate login name.
? The administrator has to fill the details again.
Post condition: A login id is generated with its details.
Enter login name, password, details, role

name, check the tasks and permissions
[ Duplicate Login Name ]
User successfully
created
? Name of use case: Update details of Users

Description: To update the details of system users (assigning or revoking roles, tasks and
permissions).
Preconditions:
? System Users have already been created.
? Select the user name.
? Assign or Revoke the roles, tasks and permissions.
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Post Condition: None
Ask for selecting the

system user
Updations in role, tasks

and permissions
? Name of use case: View logs

Description: To view the activities (logs) of the system users.
Precondition:
? System Users have already been created.
? Select user name.
? Select date.
Post Condition: None
Select user
name
Select Date
Logs of system user

of selected dates
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ii) Sales Manager: Responsible for managing customer details, sales transaction, managing products,
service catalogs and grouping the related customers.
? Manage customers: Record details of new customers, update and view its details.
? Create Sales Transaction: Record details of product sold, customer id, terms and
conditions and service level agreements.
? Manage product/service catalogue: Creation and updation of product/service details.
MANAGE CUSTOMERS
A d d n e w c o n ta c t p e r s o n s
< < in c l u d e > >

A d d c u s to m e r s
< < include>>
< < include>> U p d a te C u s t o m e r s

M a n a g e c u s to m e r s
< < in c l u d e > >
< < in c l u d e > >

V i e w i ts d e ta i ls
A d d a n e w c o n ta c t s p e c i fic
need
? Name of use case: Add Customers

Description: To create the details of the new customer.
Preconditions: Sales manager is already logged in.
? The details of the customer entered.
? Save the details.
? Creation of the customer will be entered in the log.
? A message appears for unfilled fields.
? The sales manager has to fill the details again.
Post condition: A customer id is generated.
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? Name of the use case: Add a new contact specific need.
Description: To meet the specific needs of the customer, the sales manager can add a new
custom field for the customer.
Precondition: Sales manager is already logged in.
? Select a customer.
? Enter the specific need of the customer.
? Save the new data.
? Creation of the contact specific need will be entered in the log.
? If the customer is not present, create the customer.
Post condition: None.
? Name of the use case: Add new contact persons.

Description: To create the details of a new contact person of the selected customer.
? Select customer.
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? Enter details of contact person.
? Save new data.
? Updation of the contact person will be entered in the log.
? If customer id not present create customer.
Post condition: None
? Name of use case: Update customers.

Description: Any updation in the details of the customer can be made.
? Customer’s data updated.
? Save the changes.
? Updation of the customer will be entered in the log.
Ask for a
customer
select customer
Display the details
of the customer
Customer's data updated
S tore changes
Add updation
i nformation in the log
? Name of the use case: View customer details.

Description: View the personal details of the selected customer.
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? Select customer.
? The details of customer viewed.
Alternate flow of events: None
Ask for
customer
Select customer
Display customer
personal details
CREATE SALES TRANSACTION
<<include>>
Add purchase details
<<include>>
Manage purchase details Update purchase

<<extend>>
<<include>>
View purchase details

C reate sales Transaction
<<extend>>
<<include>>
Create a SLA
<<include>>
Manage Service Level

View a SLA
Agreements
<<include>>
Update SLA
21
? Name of the use case: Add purchase details.
Description: Store the details of the product sold, customer id and supply details.
Precondition: Sales Manager is already logged in. The customer and the product are already
present.
? Select a product.
? Enter purchase details.
? Save new data.
? Creation of the purchase details will be entered in the log.
? If the product doesn’t exist, create the customer.
Post condition: Product id is generated.
Ask for
customer
Select customer
invalid
Create
customer
Valid
Ask for
product
Select product
invalid
Create
product
Valid
Ask for details

of purchase
Purchase details entered
Store new
data
Store add information

in the logs
22
? Name of the use case: Update purchase.
Description: Any changes in product details can be made.
Precondition: Sales manager is already logged in. The product is already present.
? Select product.
? Edit the data where needed.
? Save changes.
? Updation in purchase details will be entered in the log.
? If product doesn’t exist, create product.
Ask for
customer
S e lect customer
invalid
Create
customer
Valid
Ask for
product
S e le c t p r o d u c t
invalid
Create
product
V a lid
Ask for a date
S e lect date
Purchase
details shown
U p d a te purchase details
S to r e
changes
S to r e u p d a t e
information in the logs
? Name of the use case: View purchase details.

Description: View the details of the product purchased by the selected customer.
23
Precondition: Sales manager is already logged in. The product and the customer are already
present.
? Select product.
? Select customer.
? The purchase details are shown to the sales manager.
? If the customer doesn’t exist, create customer.
? If the product is not present, create product.
Ask for
customer
Select customer
invalid
Create
customer
Valid
Ask for
product
Select product
invalid
Create
product
Valid
Ask for a date
Select date
Purchase
details Shown
? Name of the use case: Create a service level agreement.

Description: Store the details of the services provided to a customer, duration of the services
and details of the terms and conditions
Precondition: Sales manager is already logged in. The product, customer and the services to be
provided are already present.
? Select product.
? Select customer.
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? Select service/s
? Enter details of the service level agreements.
? Creation of the SLA will be entered in the log.
? If the service is not present, create service.
Post condition: SLA id is created.
Ask for
customer
Select customer
invalid
Create
customer
Valid
Ask for
product
Select product
invalid
Create
product
Valid
Ask fo r one or
more services
Select service/s
Ask for SLA

details
SLA entries entered

Store new
d a ta
S tore add information

in the logs
25
? Name of the use case: Update service level agreement.
Description: To edit the details of the SLA made with the customer.
? Select product.
? Select customer.
? Select date.
? Edit the details.
? Save the changes.
? Updations of the SLA will be entered in the log.
26
? Name of the use case: View service level agreement.
Description: To see the details of the agreement made with the selected customer.
? Select product.
? Select customer.
? Select date.
? The details of the SLA are shown to the sales manager.
Ask for
customer
Select customer
invalid
C reate
customer
Valid
Ask for
product
Select product
C reate invalid
product
Valid
Ask for a date
Select date
SLA details
Shown
27
MANAGE GROUPS
<<include>>
Create a group
Manage groups <<include>>
Group the related customers
? Name of the use case: Create a group

Description: A new group is created.
? Enter a group name.
? Enter its description.
? Creation of the group will be entered in the log.
A s k fo r
group name
Group name entered
Ask for group

description
Group description entered
S tore new
data
S tore add
information in log
? Name of the use case: Group the related customer.

Description: The related customers are added in the selected group.
Precondition: Group name and customer should be already present.
28
? Select group name.
? Select the customer.
? Add the customers to the selected group.
? Grouping information will be added in the log.
? If the group doesn’t exists, create a group name
Ask for a
group name
select group
Ask for customer list
Select customer
Add customers to
the selected group
Add adition
information in the log
? Name of the use case: View the customers in the selected group.
Description: The customers added in a group can be viewed.
Precondition: Group name and customer should be already present.
? Select group name.
? The customers in the selected group is shown.
? If the group doesn’t exists, create a group name
29
Ask for
group name
Select group name
Display list of customers

in the selected group
MANAGE PRODUCT/ SERVICE CATALOGUE
<<include>>
Create product/service
details
<<include>>
<<include>>
Manage product/servi ce Update product/service
catalogue details
View product/service details
? Name of the use case: Create product/service catalogue.

Description: The product and service details are maintained in the form of catalogue
Precondition: The Sales Manager should be already logged in.
? Enter the product/service details.
? Creation of the product/service will be entered in the log.
30
Ask for new
product data
Update View Product details entered
Store new
data
[update ok]
[system error] Display
Creation information
stored in logs error
[Duplicate product found]
Display
conflict
Ask for new

service data
Update View Service details entered
S to r e n e w
data
[update ok]
[system error] Display
C reation information
s t o r e d i n lo g s error
[D uplicate product found]
Display
conflict
? Name of the use case: Update the product/service details.

Description: Updating in the details of the product/service are made.
Precondition: The Sales Manager should be already logged in. The product should be already
present.
? Select a product/service.
? Edit the details.
? Save the changed data.
? Updation of the product/service will be entered in the log.
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? If the product/service doesn’t exist then create product/service.
A s k fo r a
s e rvice
s e le c t s e r v i c e
D i s p la y t h e d e t a i l s
o f the s e rvic e
s e r v i c e d e ta i l s u p d a te d
S to r e c h a n g e s
A d d u p d a tio n
i n fo r m a t i o n i n t h e l o g
A sk for a
p ro d u c t
s e le c t p r o d u c t
D i s p la y th e d e ta i ls
o f the p r o d u c t
p r o d u c t d e ta i ls u p d a te d
S to r e c h a n g e s
A d d u p d a tio n
i n fo r m a t i o n i n t h e l o g
? Name of the use case: View product/service details.

Description: The product quantity, price, service details are displayed.
Precondition: The Sales Manager should be already logged in. The product should be already
present.
? Select product/service.
? The catalogue of product/service is shown.
32
? If the product/service doesn’t exist then create product/service.
Ask for
product
Select product
Display list of customers

for the selected product
iii) Account Manager:

Description: Manage all the payment details (of the product or
services purchased). Group the customer according to
some criteria.
? Manage Payment Transaction: Store all the payment transactions made by the customer
and update the payment information.
33
Manage Payment Transaction:
<<include>> <<extend>>
{or} Add payment transaction

<<include>> details <<extend>>
Manage payment transaction Update the account of
details customer
Edit the payment transaction

{or} details
<<include>>
{or}
{or}
Account Manage groups <<include>>
manager Create a group
Add customer to group

View History
? Name of the use case: Add payment transaction details

Description: All the payment transaction details are entered.
Pre –condition: Account manager has logged in.

? Select the product .
? Select the bill number.
? Enter the details of receivables.

? Save the receivables details.
? Update the account of the customer.
? Entry of this adding details event has been logged .
34
Alternate flow of event:
? If the receivables details will left to fill then system ask for refilling all the blank details then
save the details and update the account of the customer.
Ask for the

Receivables
Receivables entered
Store the
Receivables
[Found error] D isplay

error
[submission OK]
Update account of
customer
? Name of the use case: Edit the payment transaction details:

Description: Previously entered payment transaction details are updated.
Normal flow of event:
? Select the product.
? Select the receipt number.
? Select the payment transaction number.
? Make the changes.
? Save the new details.
? Update the account of the customer.
? Entry of this editing event has been logged.
Post condition : None.
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A s k fo r t h e
Bill num b e r
B i ll num b e r e n te r e d
[B i l l n u m b e r n o t f o u n d ] D i s p la y
error
[B i l l n u m b e r fo u n d ]
D i s p l a y f i l le d fo rm
o f r e c e i v a b le s
E d i ting done
[E r r o r f o u n d ] D i s p la y
E rror
[S u b m i s s i o n o k ]
S to r e
u p d a te d fo r m
U p d a te a c c o u n t o f
customer
iv) Support Manager: Responsible for entering details of daily service transactions with
customer. He can view customer's personal, official, payment details. He can view history of all
the customers, edit the customer transactions and can group the related customer.
? Manage Service Transactions: Record and edit the details of the daily transactions of the
customer for a service.
Manage Service Transaction
<<include>>
Add Service
Transaction
<<include>> <<extend>>
Manage Service Update Service
Transaction Transaction
Edit Service
Transaction
36
? Name of use case : Add Service Transaction
Description : To add new transaction with a customer.
Normal flow of event :
? Select the customer or enter name of responder
? Select the contact person
? Select SLA No
? Enter the mode of transaction
Mode of transaction may be
? e-mail
? chats
? service calls
? meetings
? Enter date and time
? Enter subject of transaction

? Feedback
? Discussion on service provided for a product
? Enter the name of initiator
? Enter / Select details in transaction
? Enter name of service provider
? Save this transaction
? Add transaction entry is made into Log
Sales Manager will get a notification if customer/contact person does not
exist in the system.
37
Ask for
customer
customer entered
[ customer not exist in system ]

Notify to sales
manager
Ask for cotact

person
contact entered
Ask for SLA
SLA entered
Ask for subject, date , time, details in

transaction, service man, support manager
All require fields are enetred
Store new
data
Record add
transaction in log
? Name of use case : Edit transaction

Description: To edit the customer transaction.
Normal flow of event :
? Select customer
38
? Select contact person
? Select SLA no
? Make changes in transaction
? Update the transaction
A s k fo r
C u s to m e r
C u s to m e r e n te r e d
A s k fo r
c o n ta c t
c o n a tc t e n te r e d
A s k fo r S L A
S L A e n te r d
D i s p la y
tra n s a c tio n
E d i t th e
tra n s a c tio n
S t o r e u p d a te d
tra n s a c tio n
R e c o rd e d i t
e n t e r y i n t o lo g
39
? Name of use case : View history of customer
Description : Support manager can view history of customers according to many
criteria, like
? Customer name
? Contact person
? Product/ Service
? Date
? Time
? Transaction mode
? e-mail
? chat
? service calls
? meetings
? Subject
? Feedback
? Discussion of product/service
? Name of the service provider
? Name of support manager
Normal flow of events :
? Select a criteria stated above
? History will be visible to support manager
? Support manager can delete transaction
Post condition: Activities are registered in Log.
Assumptions: Use cases Manage customer, Create sales transaction, Manage product/ service
catalog has been created.
40
Ask for
customer
Customer entered Ask for date/ time/ subject/ modeof
transaction/ service provider/ support manager
Ask for
SLA
SLA entered
Select transaction from
Select transactions according support transaction
to SLA
Display
transaction
DIsplay
transaction
Record view
Record view
entry into Log
entery in Log
41
Ask for
Ask for service customer
Customer entered
Service entered
Ask for
Ask for SLA cotact
Conta c t entere d
SLA entered
ASK fo r
Select SLA
customer
S e lect transaction from

Select transaction from support transaction
support Transaction
Display Display
transaction transaction
Record view Record view

entry in to Log entry in to Log
42
3.2) Supplementary Requirements:
? Have hours of operation that are 24 x 7 - Because system can be an automated
process, so it can stay open for 24 hours a day. If the base is now the entire world,
staying open 24 hours a day becomes critical. System is required to be available 24X7 so
UPS support must be on server site for at least 8 hours in case of power failure. System
will remain inaccessible to users at 2:00 to 4:00 am for backup and maintenance
purpose.
? Reduce the cost of a sales transaction - To the extent that one can automate the
sales process through this system, one can start to reduce the cost of that sales
transaction. This is particularly true of mundane sales transactions where the customer
knows what they want.
? Make the existing Web site more dynamic in nature - Many early Web
implementations consisted of static HTML pages. This becomes very difficult to manage
if the number of pages gets too large. An effective system should be largely dynamic
taking advantage of technology that automates this process rather than relying on manual
processes. Application should serve dynamic user based customized web pages to its
clients from server.
? Tie the existing Web site into existing enterprise systems – Any existing Web site
that relies on the manual duplication of data from another system is one that can be
improved. Most of the business data in the world today exists in enterprise servers that
can be connected to the Web servers to make this process far more effective.
? Provide good performance and the ability to scale the server– The Web
Application Server should provide good performance and the ability to manage
performance with techniques, such as support for caching, clustering, and load
balancing.
? Providing session management capability - Web application developers should not
spend valuable time worrying about how to maintain sessions within the application. The
Web Application Server should provide these services.
43

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2) Overall Description: ..................................................................................................................6

3) Specific Requirements: ...........................................................................................................14

? EJB: Enterprise Java Beans.

? HTTP: Hypertext Transfer Protocol is a transaction oriented client/server protocol between

1.6) Overview: SRS will include two sections:

2.01) Product Perspective:

Client on Intranet: Client Software, Web Browser, Operating System (any)

Web Server: WAS, Operating System (any)

Development End: WSAD (J2EE, Java, Java Bean, Servlets, HTML),

DB2, OS (Windows), Web Server.

2.03) Hardware Interface:

2.04) Communication Interface:

2.05) Product Function:

2.08) Use-Case Model Survey:

Manage System Users

Create Sales Transaction View Logs

Manage Product / Service Manage Standard Groups

Manage Payment Manage Service

Customer View Own Details

USE CASE DIAGRAM

Role_UI Role Role

Task_UI Task Task

Customer_UI Customer Customer

Purchase_UI Purchase Sales

Group_UI Group Group

Sales Account Support

Group_Customer Service Product

Group_User Group_Customer Group_User

3.1) Use-Case Reports:

Manage System Users:

Create System Users

Update details of Users

Ask for selecting Role

[ Role ] List of system users which are

Details of roles, tasks and

Enter login name, password, details, role

[ Duplicate Login Name ]

? Name of use case: Update details of Users

Ask for selecting the

Updations in role, tasks

? Name of use case: View logs

Logs of system user

< < in c l u d e > >

< < include>> U p d a te C u s t o m e r s

< < in c l u d e > >

? Name of use case: Add Customers

? Name of the use case: Add new contact persons.

? Name of use case: Update customers.

Customer's data updated

? Name of the use case: View customer details.

CREATE SALES TRANSACTION

Manage purchase details Update purchase

View purchase details

Manage Service Level

Ask for details

Purchase details entered

Store add information

Ask for a date

? Name of the use case: View purchase details.

Ask for a date

? Name of the use case: Create a service level agreement.

Ask for SLA