POC SG

Présentation

Projets
#1 – IT Service Manager
A. Able to define a new Catalog entry / update (precise which access role is needed for that
activity)
B. Able to describe fields (mandatory or not, existing or specific) expected type (date, rich text,
picture, num, external ref get
from API, List, etc..)
C. Able to define criteria for the catalog entry visibility by end-users (define filter)
D. Able to define request workflow associated to the new catalog entry
E. Able to define default group assigned to each step of the workflow
F. Able to define approvers (group or user) and automated approvals requests at any step(s) of
the process
G. Able to attach an existing SLA to the requests generated by this catalog entry
H. Able to see statistics about usage of the owned catalog entry: nb of requests, average
duration etc.
#2 – IT Support Manager
A. Able to see requests in backlog of his team
B. Able to search easily one or several requests based on id, summary or to filter based on any
field
C. Able to assign request ticket to a collaborator
D. Able to get statistics about backlog (by status) and evolution in time
E. Be notified when a request is about to breach an SLA (for assignment or resolution)

#3 – IT Support
A. Be notified when a request arrives in the team backlog
B. Able to see his owned tickets backlog
C. Able to delegate tickets / reassign to another teammate
D. Able to submit a request for approval
E. Able to perform a bulk update of requests
F. Ability to navigate easily between several tickets (ex: multi tabs within same navigator tab)
G. Able to see delay for assignment / execution accordingly to the SLA
#4 – End User
A. Able to consult a list of catalog entries organized by category
B. Able to search and find easily the catalog entry based on key words
C. Able to choose and complete a form related to a request
D. Able to see ordered request with status
E. Able to see Request from his team
F. Be notified about acceptance or reject and resolution of his owned request
G. Able to chase up on a specific request
H. Able to interact with Support team managing my request based on a notification
I. If no entry for a specific need (non standard request) propose a generic request creation
form (visible only if no search
result)

#5 – Supervisor
A. Be notified about incoming qualified request he has to accept or reject
B. Able to explicit explanation about a reject for the request
C. Able to Accept or Reject from Email, Teams or Skype
#6 – Supplier
A. Notified when a Tasks has to be executed
B. Can Assign and Confirm execution about the tasks
C. Able to see delay for assignment / execution accordingly to the SLA
#API - Use cases
A. Be able to expose the catalog entry execution through API
B. Be able to get all the data related to the request performed between 2 dates
C. Be able to get all the data related to a specific request in as of date context
D. Be able to inject Supervisor validation from a 3rd part solution relying on an A
E. Be able to push Notification through Email and Chat system (Teams, Skype)
#UX - Use cases
A. Be able to prefill information based on user info
B. Be able to prefill information based on user inputs (Field B deducted by field A info selected
by the user)
C. Be able to display / hide fields depending on user inputs and or user info