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Draw a context diagram that confirms the scope of the system and necessary integration requirements in your business analysis on the following passage

Consider the following process performed by a helpdesk office that handles requests from clients. The clients are employees and different stakeholders of a company. (You are required to choose any industry scenario for this company). There are about 1000 clients in total. A request may be a business process related query such as processing a customer after-sales request or an IT-related problem that a client has, or even an access request (e.g. requesting rights to access an IT system). Requests need to be handled according to their type and their priority. There are three priority levels: critical, urgent or normal.

The current process works as follows. A client calls the help desk or sends an e-mail in order to make a request. The help desk is staffed with five Level-1 support staff who typically are junior people with less than 12 months experience, but are capable of resolving known problems and simple requests. The hourly cost of a Level-1 staff member is AUD 40.

When the Level-1 employee does not know the resolution to a request, the request is forwarded to a more experienced Level-2 support staff. There are three Level-2 staff members and their hourly cost is AUD 60. When a Level-2 employee receives a request, he/she evaluates it and assigns it a priority level. The job tracking system will later assign the request to the same or another Level-2 staff depending on the assigned priority level and the backlog of requests.

Once the request is assigned to a Level-2 staff member, the request is researched by the Level-2 employee and a resolution is developed and sent back to the Level-1 employee. Eventually, the Level-1 employee forwards the resolution to the client who tests the resolution. The client noties the outcome of the test to the Level-1 employee via e-mail. If the client states that the request is xed, it is marked as complete and the process ends. If the request is not xed, it is resent to Level-2 support for further action and goes through the process again.

Requests are registered in a job tracking system. The job tracking system allows help desk employees to record the details of the request, the priority level and the name of the client who generated the request. When a request is registered, it is marked as open. When it is moved to level 2, it is marked as forwarded to level 2 and when the resolution is sent back to Level 1 the request is marked as returned to level 1. Finally, when a request is resolved, it is marked as closed. Every request has a unique identier. When a request is registered, the job tracking system sends an e-mail to the client. The e-mail includes a request reference number that the client needs to quote when asking questions about the request.

The helpdesk receives approximately 50 new requests per working day.

The current process is known to be error-prone. The most frequent types of errors include:

Many requests take too long to be processed. Clients need to call often to remind the helpdesk that their requests are still unresolved

When the client asks what is the status of a given request, oftentimes the helpdesk gives an incorrect answer. In other words, the Level-1 helpdesk staff are unable to accurately determine what is the status of every request.

When reviewing the list of open requests, the Level-1 staff often find many requests marked as "open", but these requests are in fact already resolved.