IssueTracking System (ITS) Description An Issue Tracking System (ITS) isa computer software application that manages and maintains lists ofissues, as needed by departments of an organization to help acustomer support center to create, update, and resolve reportedcustomer issues/problems. A support ticket should include vitalinformation for the account involved and the issue encountered. Thesystems also contains a knowledge base containing information oneach customer, specialists who tackle the issues, resolutions tocommon problems, and other such data. The system should bepassword-protected. A ticket element, within an issue trackingsystem, is a running report on a particular problem, its status,and other relevant data. They are commonly created in a help deskor call center environment and almost always have a unique ticketnumber which is used to allow the user or help staff to quicklylocate, add to or communicate the status of the user's issue orrequest. The manager of department decides the specialists whoshould handle a ticket. Each ticket many generate several messagesbetween the customer and the specialist handling the ticket. Thesystem should store all these messages for future reference. TheITS should provide a login screen to allow three types of uses toaccess the system: a customer, an specialist and a manger. Onsuccessful login, the customer is offered a menu to allow him/herto perform the following actions related to him but not the othercustomers (of course): (1) Create a ticket (2) Display tickets (3)Update ticket status (4) Close a ticket (5) Reply to a message (6)Logout For an specialist, the ITS offers him/her with the followingactions? list under his control: (1) Display tickets (2) Updateticket status (3) Close a ticket (4) Reply to a message (5) Createa problem category (6) Modify a ticket's problem category (7)Logout For a manger, the list of actions is: (1) Display tickets(2) Update ticket status (3) Close a ticket (4) Assign a ticket toan specialist (5) Reply to a message (6) Display most problematiccategory (7) Display highly rated specialists (8) Display opentickets (9) Logout 2 Requirements This is a team-project to developthe required system. You are required to develop the ITS describedabove. The system should be written in Java and must be able tohelp system users to perform the above-mentioned actions. Thesystem should be able to permanently save all the data aboutcustomers? details, their user account, and tickets. The systemshould maintain a list of common problem categories and therelevant departments within the organization, and specialists whoare capable of handling those problem categories. The system shouldprovide the users with a graphical user interface (GUI) forperforming all the actions. You are required to demonstrateutilization of OOP concepts such as composition, inheritance andpolymorphism. Concepts of information hiding, readability andreusability are of paramount importance. For a quick-start, you areoffered the following class diagram that represents the businessclasses. However, classes related to the GUI part of theapplication are not given. They are to be designed by you, andshould be kept in a separate package(s). All the classes given inthe class diagram should be properly documented using Javadocutility. This should include classes, constructors, methods, theirparameters and their returns-values. Class Diagram for the ITSproject (a larger version is on the last page)

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App() <<Java Class>> App personsFile: File departmentsFile: File app getPersons():ArrayList<Person> getDepartments():ArrayList<Department> addPerson(Person):void addDepartment(Department):void savePersons():void saveDepartments():void loadDepartments():void loadPersons():void getPerson(String): Person getDepartment(int): Department getMenu(Person):ArrayList<String> -departments 0..* a deptno: int a name: String phone: String a manager: Manager <<<Java Class>>> ⒸDepartment model Department(int, String, String, Manager) getDeptno():int > setDeptno(int):void getName(): String > setName(String):void >getPhone(): String ● setPhone(String):void getManager():Manager > setManager(Manager):void ticketNo: int a description: String □ timestamp: Date <<Java Class>> Ⓒ Ticket model status: String ☐ rating: int □ specialist: Specialist Ticket(String, ProblemCategory, Customer) > getDescription(): String setDescription(String):void ● getProblemCategory():ProblemCategory → setProblemCategory(ProblemCategory):void >getStatus(): String > setStatus (String):void >getCategories():ArrayList<ProblemCategory> getTicketNo():int getTimestamp():Date > getOwner():Customer >getSpecialist():Specialist setSpecialist(Specialist):void >getRating():int ● setRating (int):void getMessages(): ArrayList<Message> -department 0..1 -department 0..1 -ticket 0..1 -tickets -messages -owner 0..1 -categories 0..* □ id: int text: String a timestamp: Date -problemCategory 0..1 <<Java Class>> Message model ● getId(): int getTimestamp():Date getReceipient():Person ● toString(): String Message(String, Person, Person, Ticket) getText(): String >getSender():Person getTicket(): Ticket <<Java Class>> C Customer model createTicket():void >getTicket(int):Ticket removeTicket(int):void composeMessage(Ticket):void ◆ rate Resolution (Ticket,int):void addTicket(Ticket):void findTicket(int):Ticket > delete Ticket(int):void ☐ address: String Customer(String, String, User Account, String) >getAddress(): String >setAddress(String):void getTickets():ArrayList<Ticket> updateTicketStatus (int):void ● displayTickets():void <<Java Class>> ProblemCategory model categoryNo: int ☐ title: String a username: String a password: String setCategoryNo(int):void <<Java Class>> CUserAccount model UserAccount(String, String) createUser(String, String): UserAccount getUsername(): String logout(): UserAccount ● getTitle(): String O setTitle(String):void ● getDepartment():Department > setDepartment Department):void login():UserAccount isValidatePassword (String):boolean isValidUsername(String):boolean getUser(String, String): UserAccount EisUsernameAvailable(String):boolean ProblemCategory(int, String, Department) getCategoryNo():int -pategories 0..* -userAcount Q..1 -persons 0..* -receipient 0..1 -sender 0..1 <<Java Class>>> Person model name: String ☐ email: String Person(String, String, UserAccount) getName(): String setName(String):void >getEmail():String → setEmail(String):void getUserAcount():UserAccount > setUserAcount(UserAccount):void reply ToMessage(Message):void addTicket(Ticket):void findTicket(int): Ticket delete Ticket(int):void update TicketStatus(int):void display Tickets():void <<Java Class>>>> Specialist model □ tickets: ArrayList<Ticket> Specialist(String, String, User Account, Department) getDepartment():Department > setDepartment(Department):void >getCategories():ArrayList<ProblemCategory> > getTickets():ArrayList<Ticket> > addProblemCategory(ProblemCategory):void findProblemCategory(int): ProblemCategory deleteProblemCategory(ProblemCategory):void > addTicket(Ticket):void > findTicket(int): Ticket > delete Ticket(int):void → updateTicketStatus(int):void > display Tickets():void > modifyProblemmCategoryForATicket(int):void <<Java Class>>> Manager model ☐ assignmentDate: Date Manager(String, String, User Account, Department, Date) getAssignmentDate():Date >setAssignmentDate(Date):void assign(Specialist, Ticket):void getSpecialistAverageRating (Specialist):double App() <<Java Class>> App personsFile: File departmentsFile: File app getPersons():ArrayList<Person> getDepartments():ArrayList<Department> addPerson(Person):void addDepartment(Department):void savePersons():void saveDepartments():void loadDepartments():void loadPersons():void getPerson(String): Person getDepartment(int): Department getMenu(Person):ArrayList<String> -departments 0..* a deptno: int a name: String phone: String a manager: Manager <<<Java Class>>> ⒸDepartment model Department(int, String, String, Manager) getDeptno():int > setDeptno(int):void getName(): String > setName(String):void >getPhone(): String ● setPhone(String):void getManager():Manager > setManager(Manager):void ticketNo: int a description: String □ timestamp: Date <<Java Class>> Ⓒ Ticket model status: String ☐ rating: int □ specialist: Specialist Ticket(String, ProblemCategory, Customer) > getDescription(): String setDescription(String):void ● getProblemCategory():ProblemCategory → setProblemCategory(ProblemCategory):void >getStatus(): String > setStatus (String):void >getCategories():ArrayList<ProblemCategory> getTicketNo():int getTimestamp():Date > getOwner():Customer >getSpecialist():Specialist setSpecialist(Specialist):void >getRating():int ● setRating (int):void getMessages(): ArrayList<Message> -department 0..1 -department 0..1 -ticket 0..1 -tickets -messages -owner 0..1 -categories 0..* □ id: int text: String a timestamp: Date -problemCategory 0..1 <<Java Class>> Message model ● getId(): int getTimestamp():Date getReceipient():Person ● toString(): String Message(String, Person, Person, Ticket) getText(): String >getSender():Person getTicket(): Ticket <<Java Class>> C Customer model createTicket():void >getTicket(int):Ticket removeTicket(int):void composeMessage(Ticket):void ◆ rate Resolution (Ticket,int):void addTicket(Ticket):void findTicket(int):Ticket > delete Ticket(int):void ☐ address: String Customer(String, String, User Account, String) >getAddress(): String >setAddress(String):void getTickets():ArrayList<Ticket> updateTicketStatus (int):void ● displayTickets():void <<Java Class>> ProblemCategory model categoryNo: int ☐ title: String a username: String a password: String setCategoryNo(int):void <<Java Class>> CUserAccount model UserAccount(String, String) createUser(String, String): UserAccount getUsername(): String logout(): UserAccount ● getTitle(): String O setTitle(String):void ● getDepartment():Department > setDepartment Department):void login():UserAccount isValidatePassword (String):boolean isValidUsername(String):boolean getUser(String, String): UserAccount EisUsernameAvailable(String):boolean ProblemCategory(int, String, Department) getCategoryNo():int -pategories 0..* -userAcount Q..1 -persons 0..* -receipient 0..1 -sender 0..1 <<Java Class>>> Person model name: String ☐ email: String Person(String, String, UserAccount) getName(): String setName(String):void >getEmail():String → setEmail(String):void getUserAcount():UserAccount > setUserAcount(UserAccount):void reply ToMessage(Message):void addTicket(Ticket):void findTicket(int): Ticket delete Ticket(int):void update TicketStatus(int):void display Tickets():void <<Java Class>>>> Specialist model □ tickets: ArrayList<Ticket> Specialist(String, String, User Account, Department) getDepartment():Department > setDepartment(Department):void >getCategories():ArrayList<ProblemCategory> > getTickets():ArrayList<Ticket> > addProblemCategory(ProblemCategory):void findProblemCategory(int): ProblemCategory deleteProblemCategory(ProblemCategory):void > addTicket(Ticket):void > findTicket(int): Ticket > delete Ticket(int):void → updateTicketStatus(int):void > display Tickets():void > modifyProblemmCategoryForATicket(int):void <<Java Class>>> Manager model ☐ assignmentDate: Date Manager(String, String, User Account, Department, Date) getAssignmentDate():Date >setAssignmentDate(Date):void assign(Specialist, Ticket):void getSpecialistAverageRating (Specialist):double

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