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Yukinu

View All Support Tickets

This use case describes how a user (a customer or a support admin) can retrieve a paginated list of support tickets. The list can be filtered by user ID and ticket status.

Pre-condition

  • The user is authenticated.
  • The user provides filter criteria such as status, page number, and limit. A customer can only view their own tickets, while an admin can view all tickets.

Post-condition

  • A paginated list of tickets matching the filter criteria is returned, along with pagination details (total pages, current page, etc.).

Actors

  • Main actor: Customer or Support Admin.
  • Secondary actor: System.

Basic flow

Actor System
1. Requests a list of support tickets, optionally providing filters for status and pagination parameters (page, limit).  
  2. Constructs a query based on the provided filters. If the user is a customer, the query is restricted to their userId.
  3. Fetches the total count of matching tickets for pagination purposes.
  4. Fetches the paginated list of tickets, ordered by creation date.
  5. Returns the list of tickets and pagination metadata.

View a Single Support Ticket

This use case outlines how a user can retrieve the complete details of a single support ticket, including its message history.

Pre-condition

  • The user is authenticated.
  • The user has the ID of the ticket they wish to view.
  • The user has permission to view the ticket (it belongs to them or they are an admin).

Post-condition

  • The full details of the specified support ticket are returned.

Actors

  • Main actor: Customer or Support Admin.
  • Secondary actor: System.

Basic flow

Actor System
1. Requests to view a specific support ticket by providing its ID.  
  2. Fetches the ticket from the database.
  3. Returns the ticket’s details.

Exception

2.1 Ticket not found:

  1. The system throws a “NOT_FOUND” error with the message “Ticket not found”.

Create a New Support Ticket

This use case describes how a customer creates a new support ticket to ask a question or report an issue.

Pre-condition

  • The user is authenticated and has a valid user ID.
  • The user provides a subject and a message for the ticket.

Post-condition

  • A new support ticket is created with the status “open”.

Actors

  • Main actor: Customer.
  • Secondary actor: System.

Basic flow

Actor System
1. Submits the details for a new support ticket, including a subject and the initial message.  
  2. Creates a new ticket record in the database, associating it with the user’s ID and setting the initial status to “open”.
  3. Confirms the creation was successful and returns the ID of the new ticket.

Update Support Ticket Status

This use case describes how a support admin can change the status of a ticket (e.g., from “open” to “in-progress” or “closed”).

Pre-condition

  • The user is an authenticated Support Admin.
  • The ticket to be updated exists.
  • A new, valid status is provided.

Post-condition

  • The status of the specified support ticket is updated.

Actors

  • Main actor: Support Admin.
  • Secondary actor: System.

Basic flow

Actor System
1. Submits a request to update the status of a ticket, providing the ticket ID and the new status.  
  2. Verifies that the ticket exists.
  3. Updates the ticket’s status in the database.
  4. Confirms the update was successful and returns the ticket ID.

Exception

2.1 Ticket not found:

  1. The system throws a “NOT_FOUND” error with the message “Ticket not found”.