| Requirement Pattern Help Desk | Description | This pattern expresses the need of having a range of support services for different aspects of the system. | |
| Comments | ---- | ||
| Pattern goal | Having access to a technical support service for the system for information and assistance | ||
| Author | Cristina Palomares, Samuel Renault, Carme Quer, Cindy Guerlain | ||
| Sources (0..*) |
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| Keywords (0..*) | Availability, Help desk, Maintenance type, Warranty | ||
| Dependencies (0..*) | IMPLIES ---- | ||
| Requirement Form Help Desk | Description | The form expresses the general need of having access to a help desk. Also, extensions for requiring several characteristics of help desk are included. | |
| Comments | Fixed part (1); Extended parts: -Help Desk scope (0..1) -Help Desk Media (0..1) -Help Desk User profiles (0..1) -Help Desk Duration (0..1) -Help Desk Availability (0..1) -Help Desk performance (0..1) -Help Desk Availability onlyIf Fixed Part (Availability) | ||
| Version date | 2012-05-23 14:31:52.889 | ||
| Author | Cristina Palomares, Samuel Renault, Carme Quer, Cindy Guerlain | ||
| Sources (0..*) |
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| Fixed Part | Question text | ---- | Form text | The supplier shall provide a help desk service. |
| Extended Part Help Desk Availability | Question text | ---- | Form text | The supplier shall guarantee the availability of the Help desk during the uptime period of the system. |
| Extended Part Help Desk Duration | Question text | ---- | Form text | The supplier shall provide the help desk service until %futureTimePoint%. |
| Parameter | Metric | ||
| futureTimePoint: represents some future date (e.g. "end of warranty time", "one year", etc). | FutureTimePoint: FutureTimePoint = String (e.g. "end of warranty time", "one year", etc) | ||
| Extended Part Help Desk Media | Question text | ---- | Form text | The supplier shall provide the help desk service through %helpDeskMedia%. |
| Parameter | Metric | ||
| helpDeskMedia: is a non-empty set of media to provide help desk services | SupportMedia: SupportMedia = Set(SupportMedium) SupportMedium = Domain(Toll-free, e-mail, Chat, In-site, …) | ||
| Extended Part Help Desk Performance | Question text | ---- | Form text | The supplier shall provide a system to issues submitted to the help desk within a maximum of %amountOfTime% %timeUnit%. |
| Parameter | Metric | ||
| timeUnit: is a unit of time corresponding to the duration to provide an answer | TimeUnitType: TimeUnitType = Domain(Days, Hours, Minutes, Seconds, Miliseconds, ...) | ||
| amountOfTime: is a number that indicates time duration | AmountOfTimeUnitType: AmountOfTimeUnitType = Float | ||
| Extended Part Help Desk Scope | Question text | ---- | Form text | The supplier shall provide the help desk service only to solve %issueTypes% related issues. |
| Parameter | Metric | ||
| issueTypes: is a non-empty set of the different issues types that exists | IssueTypes: IssueTypes = Set(IssueType) IssueType = Domain(Technical, Functional, Network, Servers, Hardware, Crash, etc.) | ||
| Extended Part Help Desk User profiles | Question text | ---- | Form text | The supplier shall provide the help desk service only to %profiles% user profiles. |
| Parameter | Metric | ||
| profiles: is a non-empty set of user profile names | UserProfiles: UserProfiles = Set(UserProfile) UserProfile = Domain(Administrator, Author, User, ...) | ||