use case diagram for this

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

notifies the outcome of the test to the Level$-1$ employee via e$-$mail. If the client states that the

request is fixed, it is marked as complete and the process ends. If the request is not fixed, 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 identifier. 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.