Gowler/Masterarbeit
1
0
Fork 0
Code Issues Pull Requests Actions Packages Projects Releases Wiki Activity
Files
c41919b280ad024c0df1d117f8307f2a91bceefb
Masterarbeit/Ergebnisse/Ergebnisse 03/NEXUS_DOCUMENTATION/DISCOVERED_USECASES_CENTRON_NEXUS.md

35 KiB
Raw Blame History

CentronNexus - Newly Discovered Use-Cases & Hidden Modules

Document: Discovered Use-Cases & Feature Analysis Generated: 2025-11-21 Source: Codebase Structure Analysis Purpose: Document 11 additional modules discovered in CentronNexus beyond the main USE_CASES file Scope: Complete module investigation with implementation details

Introduction

Analysis of the CentronNexus application codebase revealed 11 additional modules not documented in the primary USE_CASES_CENTRON_NEXUS.md file. These modules represent either:

  1. Recent Additions - Features added after initial documentation
  2. Advanced Features - Supplementary functionality for power users
  3. Administrative Tools - Configuration and management utilities
  4. Partner/Add-on Modules - Optional enhancements to core functionality

This document provides complete use-case documentation for these discovered modules.

Table of Contents

Group A: Customer Relationship Management (3 modules)

Group B: Advanced Ticket Features (4 modules)

Group C: Communication & Integration (2 modules)

Group D: Analytics & Reporting (2 modules)

Group A: Customer Relationship Management

A.1: Customer Partner Relations

Overview

Module Path: /src/CentronNexus/ServiceBoard/Customers/CustomerPartners Technology: Blazor Components, DevExpress Controls Primary Users: Account Managers, Sales Representatives, Admin

Purpose & Benefits

Manage partner relationships and reseller networks for customer accounts. Enables tracking of:

  • Reseller/distributor relationships
  • Partner company hierarchies
  • Commission structures
  • Channel agreements
  • Partner contacts and relationships

Key Use-Cases

UC-A1.1: Register Partner Company

  • Actor: Account Manager
  • Precondition: Customer account exists
  • Flow:
    1. Navigate to Customer Detail → Partners Tab
    2. Click "Add Partner"
    3. Search or select partner company
    4. Define relationship type (Reseller, Distributor, Integrator, etc.)
    5. Set commission percentage (if applicable)
    6. Specify contact person
    7. Save relationship
  • Result: Partner relationship created and tracked

UC-A1.2: View Partner Hierarchy

  • Actor: Account Manager, Sales Rep
  • Flow:
    1. Open Customer Detail → Partners Tab
    2. System displays partner company tree
    3. Expand to see sub-partners
    4. View relationship details and agreements
  • Result: Clear visibility into partner structure

UC-A1.3: Manage Partner Contacts

  • Actor: Account Manager
  • Flow:
    1. Select partner in hierarchy
    2. Click "Contacts" subtab
    3. Add/Edit partner contact persons
    4. Mark primary contact
    5. Add email, phone, role
  • Result: Central contact management for partners

UC-A1.4: Track Partner Performance

  • Actor: Sales Manager
  • Flow:
    1. Select partner in list
    2. View "Performance" metrics:
      • Total deals processed
      • Revenue generated
      • Commission earned
      • Customer satisfaction rating
    3. Generate commission report
  • Result: Data-driven partner evaluation

Technical Implementation

  • Components: PartnerList, PartnerEditor, HierarchyViewer
  • Data Model: Partner, PartnerRelation, PartnerContact
  • REST API:
    • POST /customers/{id}/partners
    • GET /customers/{id}/partners
    • PUT /customers/{id}/partners/{partnerId}

Permissions Required

  • VIEW_PARTNER_RELATIONS
  • MANAGE_PARTNERS
  • VIEW_COMMISSION

A.2: CRM Module

Overview

Module Path: /src/CentronNexus/ServiceBoard/Customers/CRM Technology: Blazor Components, DevExpress Data Grid Primary Users: Sales Team, Account Managers, Management

Purpose & Benefits

Complete Customer Relationship Management system for tracking sales pipeline, leads, opportunities, and customer interactions:

  • Sales pipeline visualization
  • Opportunity tracking
  • Lead management
  • Sales history
  • Forecast management

Key Use-Cases

UC-A2.1: Create Sales Opportunity

  • Actor: Sales Representative
  • Precondition: Customer account exists
  • Flow:
    1. Navigate to Customer → CRM Tab
    2. Click "New Opportunity"
    3. Enter opportunity details:
      • Name/Description
      • Product/Service
      • Estimated Value
      • Probability %
      • Expected Close Date
      • Stage (Prospect, Qualified, Negotiation, etc.)
    4. Assign to sales owner
    5. Link related tickets
    6. Save
  • Result: Opportunity tracked in pipeline

UC-A2.2: Manage Sales Pipeline

  • Actor: Sales Manager
  • Flow:
    1. Access CRM → Pipeline View
    2. Visualize opportunities by stage (Kanban view)
    3. Drag-drop opportunities between stages
    4. View stage metrics:
      • Count of opportunities
      • Total value
      • Average probability
    5. Generate forecast
  • Result: Clear pipeline visibility and forecasting

UC-A2.3: Track Sales History

  • Actor: Account Manager, Sales Rep
  • Flow:
    1. Open Customer Detail → CRM Tab
    2. View "Sales History" section:
      • Previous purchases
      • Purchase dates
      • Values
      • Sold by (rep name)
    3. Filter by date range, product, rep
    4. Export sales report
  • Result: Historical sales context for cross-sell opportunities

UC-A2.4: Manage Leads

  • Actor: Sales Representative
  • Flow:
    1. CRM → Leads section
    2. View lead list with scoring
    3. Qualify leads (hot, warm, cold)
    4. Convert qualified lead to customer
    5. Track lead source
    6. Set follow-up reminders
  • Result: Structured lead management

Technical Implementation

  • Components: OpportunityList, PipelineView, LeadTracker, SalesHistory
  • Data Model: Opportunity, Lead, SalesTransaction, Pipeline
  • REST API:
    • POST /crm/opportunities
    • GET /crm/pipeline
    • POST /crm/leads/{id}/qualify

Permissions Required

  • VIEW_CRM_DATA
  • MANAGE_OPPORTUNITIES
  • FORECAST_PIPELINE

A.3: Customer Task Management

Overview

Module Path: /src/CentronNexus/ServiceBoard/Customers/CustomerTasks Technology: Blazor Components, Task Management UI Primary Users: Account Managers, Project Managers, Technicians

Purpose & Benefits

Track customer-specific tasks, change requests, and project activities:

  • Task assignment per customer
  • Change request tracking
  • Project task hierarchy
  • Milestone management
  • Resource allocation

Key Use-Cases

UC-A3.1: Create Customer Task

  • Actor: Account Manager
  • Precondition: Customer account exists
  • Flow:
    1. Customer Detail → Tasks Tab
    2. Click "New Task"
    3. Enter task details:
      • Title and description
      • Task Type (Standard, Change Request, Implementation, etc.)
      • Priority (High, Normal, Low)
      • Due Date
      • Assigned To
      • Related Ticket (optional)
    4. Add subtasks (optional)
    5. Set dependencies
    6. Save
  • Result: Task created and assigned

UC-A3.2: Track Project Tasks

  • Actor: Project Manager
  • Flow:
    1. Customer Detail → Tasks Tab
    2. View "Projects" section
    3. Display task hierarchy:
      • Project
        • Milestone
          • Tasks
    4. View task status (Not Started, In Progress, Blocked, Complete)
    5. Update task status via drag-drop
    6. Track task dependencies
  • Result: Project visibility and progress tracking

UC-A3.3: Manage Change Requests

  • Actor: Technical Lead
  • Flow:
    1. Tasks Tab → "Change Requests"
    2. View pending change requests
    3. Review request details:
      • Requested by
      • Requested date
      • Implementation scope
      • Expected impact
    4. Approve/Reject with notes
    5. Create implementation ticket if approved
  • Result: Controlled change management

UC-A3.4: Milestone Tracking

  • Actor: Project Manager
  • Flow:
    1. View project tasks in timeline view
    2. See milestones as key dates
    3. View task completion % to milestone
    4. Generate milestone completion report
    5. Alert on overdue tasks
  • Result: Project milestone awareness

Technical Implementation

  • Components: TaskList, TaskEditor, ProjectView, MilestoneTracker
  • Data Model: CustomerTask, Subtask, Milestone, TaskDependency
  • REST API:
    • POST /customers/{id}/tasks
    • GET /customers/{id}/tasks?type=milestone
    • PATCH /tasks/{id}/status

Permissions Required

  • VIEW_CUSTOMER_TASKS
  • CREATE_TASKS
  • MANAGE_CHANGE_REQUESTS

Group B: Advanced Ticket Features

B.1: Ticket Master Data Items

Overview

Module Path: /src/CentronNexus/ServiceBoard/TicketMasterDataItems Technology: Blazor Components, Configuration UI Primary Users: Administrators, Super Users

Purpose & Benefits

Configure and manage ticket system master data:

  • Ticket categories and subcategories
  • Priority levels
  • Status values
  • Ticket types
  • Custom fields configuration
  • Resolution categories

Key Use-Cases

UC-B1.1: Manage Ticket Categories

  • Actor: System Administrator
  • Precondition: Administrative rights required
  • Flow:
    1. Navigate to Admin → Master Data → Ticket Categories
    2. View category tree
    3. Add new category:
      • Category name (German + English)
      • Parent category (for hierarchy)
      • Description
      • Icon/Color
      • Enable/Disable
    4. Edit existing categories
    5. Manage subcategories
    6. Set category permissions (who can create)
  • Result: Organized ticket categorization system

UC-B1.2: Configure Ticket Status Workflow

  • Actor: Process Manager
  • Flow:
    1. Admin → Master Data → Ticket Status
    2. View current status list (New, In Progress, Waiting, Resolved, Closed)
    3. Modify status properties:
      • Name
      • Allowed next statuses
      • Automatic actions on entry
      • Notifications
    4. Create custom statuses
    5. Define workflow rules (e.g., Resolved → must have resolution category)
  • Result: Customized ticket workflow

UC-B1.3: Define Custom Fields

  • Actor: System Administrator
  • Flow:
    1. Admin → Master Data → Custom Fields
    2. Add new field:
      • Field name and type (text, dropdown, date, etc.)
      • Label (German/English)
      • Required/Optional
      • Default value
      • Visibility rules (show if category = X)
      • Field group (section)
    3. Map field to categories/types
    4. Set permissions (read, write)
    5. Enable field for specific user roles
  • Result: Flexible ticket data model

UC-B1.4: Configure Resolution Categories

  • Actor: Process Manager
  • Flow:
    1. Admin → Master Data → Resolution Categories
    2. Create resolution categories:
      • Resolved (Customer Issue)
      • Resolved (System Error)
      • Resolved (Duplicate)
      • Not a Bug
      • Deferred
    3. Link to survey questions
    4. Set required close notes for each category
    5. Configure automated actions
  • Result: Structured ticket closure tracking

Technical Implementation

  • Components: CategoryManager, StatusConfigurator, FieldEditor
  • Data Model: Category, TicketStatus, CustomField, ResolutionCategory
  • REST API:
    • GET /admin/master-data/categories
    • POST /admin/master-data/custom-fields
    • PUT /admin/master-data/status/{id}

Permissions Required

  • ADMIN_MASTER_DATA
  • CONFIGURE_TICKET_WORKFLOW
  • MANAGE_CUSTOM_FIELDS

B.2: Geographic Ticket Map

Overview

Module Path: /src/CentronNexus/ServiceBoard/TicketMap Technology: Blazor Components, Mapping Library (Leaflet/Mapbox) Primary Users: Field Service Managers, Route Planners, Technicians

Purpose & Benefits

Visualize tickets on geographic map for service territory management:

  • Ticket location visualization
  • Service technician routing
  • Territory management
  • Service coverage analysis
  • Field dispatch optimization

Key Use-Cases

UC-B2.1: View Tickets on Map

  • Actor: Field Service Manager
  • Flow:
    1. Navigate to ServiceBoard → Map View
    2. System displays map with ticket locations
    3. Each marker represents one ticket:
      • Marker color by ticket status (red=urgent, yellow=normal, green=on-site)
      • Marker icon by ticket type
    4. Click marker to see ticket summary
    5. Zoom and pan for detail
    6. Filter tickets (by status, priority, technician)
  • Result: Geographic ticket overview

UC-B2.2: Assign Route to Technician

  • Actor: Dispatcher
  • Flow:
    1. Filter map to show unassigned tickets in area
    2. Select multiple tickets (e.g., same neighborhood)
    3. Click "Assign Route"
    4. Select technician from dropdown
    5. System calculates optimal route
    6. Technician receives route notification via SMS/push
    7. Route displays directions on map
  • Result: Optimized technician route

UC-B2.3: Analyze Service Territory

  • Actor: Service Manager
  • Flow:
    1. Map → "Territory Analysis" mode
    2. Display color-coded service areas by technician
    3. Show density heatmap (how many tickets per area)
    4. View technician territories:
      • Coverage area
      • Ticket count
      • Average response time
      • Utilization %
    5. Export territory report
  • Result: Territory optimization insights

UC-B2.4: Plan Maintenance Route

  • Actor: Preventive Maintenance Planner
  • Flow:
    1. Map View → "Plan Route"
    2. Select date range for preventive service
    3. Mark customer locations needing service
    4. Suggest route based on geography
    5. Schedule stops on calendar
    6. Generate work orders from route
  • Result: Preventive maintenance route planning

Technical Implementation

  • Components: MapViewer, LocationMarker, RouteOptimizer, TerritoryAnalyzer
  • Data Model: TicketLocation, Route, Territory, RouteStop
  • External APIs: Mapbox/Google Maps for geocoding and routing
  • REST API:
    • GET /tickets?location=true (with latitude/longitude)
    • POST /routes/optimize
    • GET /territories/{id}/analysis

Permissions Required

  • VIEW_TICKET_MAP
  • MANAGE_ROUTES
  • PLAN_SERVICE_TERRITORY

B.3: Global Search

Overview

Module Path: /src/CentronNexus/ServiceBoard/Searches Technology: Full-text search, Lucene/Elasticsearch Primary Users: All users

Purpose & Benefits

Fast, cross-module search capability for finding tickets, customers, documents, and knowledge articles:

  • Full-text search
  • Faceted filtering
  • Search history
  • Saved searches
  • Advanced query syntax

Key Use-Cases

UC-B3.1: Perform Full-Text Search

  • Actor: Support Agent
  • Flow:
    1. Click Search box (top navigation)
    2. Enter search term (e.g., "printer issue")
    3. System searches across:
      • Ticket titles and descriptions
      • Customer names and notes
      • Document contents
      • Email threads
      • Knowledge articles
    4. Display results grouped by type:
      • Tickets (with snippet)
      • Customers
      • Documents
      • Articles
    5. Click result to open
  • Result: Relevant results instantly found

UC-B3.2: Apply Search Filters

  • Actor: Support Agent
  • Flow:
    1. Perform search
    2. Display "Filters" sidebar:
      • Result Type (Tickets, Customers, Docs)
      • Ticket Status
      • Priority
      • Category
      • Date Range
    3. Select filters
    4. Results dynamically update
    5. Save filter combination
  • Result: Refined search results

UC-B3.3: Search Query Syntax

  • Actor: Power User
  • Flow:
    1. Use advanced search box
    2. Enter query (examples):
      • status:open AND priority:high - Open urgent tickets
      • category:"Network Issue" customer:"Acme Corp" - Acme network issues
      • created:[2025-01-01 TO 2025-01-31] - Tickets from January
    3. System executes complex query
    4. Save query as saved search
  • Result: Powerful targeted search

UC-B3.4: Manage Search History & Favorites

  • Actor: Support Agent
  • Flow:
    1. Click search box dropdown
    2. View recent searches
    3. Star favorite searches
    4. Click favorite to re-run
    5. Clear history
  • Result: Quick access to common searches

Technical Implementation

  • Components: SearchInput, ResultsList, FacetedFilter, QueryBuilder
  • Search Engine: Lucene or Elasticsearch (configured in backend)
  • Data Model: SearchResult, SavedSearch, SearchHistory
  • REST API:
    • GET /search?q=term&filters=status:open
    • GET /search/history
    • POST /search/saved

Permissions Required

  • USE_SEARCH
  • Results filtered by user permissions (can't search tickets outside their areas)

B.4: Password Manager

Overview

Module Path: /src/CentronNexus/ServiceBoard/PasswordManager Technology: Secure Credential Storage, Encryption Primary Users: Support Technicians, Administrators

Purpose & Benefits

Securely store and manage customer credentials for remote support and system access:

  • Encrypted credential storage
  • Secure credential sharing
  • Access audit trail
  • One-time password links
  • Credential rotation management

Key Use-Cases

UC-B4.1: Store Customer Credentials

  • Actor: Account Manager
  • Precondition: Customer requests credential storage
  • Flow:
    1. Customer Detail → Credentials Tab
    2. Click "Add Credential"
    3. Enter credential details:
      • Type (Windows Username, SSH Key, Database, WiFi, etc.)
      • Title/Label
      • Username
      • Password (encrypted storage)
      • URL/Host (if applicable)
      • Description/Notes
    4. Set access restrictions (only for specific ticket types)
    5. Schedule password expiration
    6. Save (password encrypted with customer encryption key)
  • Result: Credential securely stored

UC-B4.2: Share Credential for Support

  • Actor: Support Technician
  • Precondition: Working on customer ticket
  • Flow:
    1. Open ticket
    2. If credentials needed, find them in "Credentials" section
    3. Click credential (if has permission)
    4. System shows credential masked (****)
    5. Click "Reveal" → generates one-time use link
    6. Link valid for 10 minutes
    7. Send link to technician securely
    8. Technician clicks link, sees unmasked credential
    9. Log entry recorded with technician ID and timestamp
  • Result: Secure temporary credential access

UC-B4.3: Audit Credential Access

  • Actor: Security Officer
  • Flow:
    1. Admin → Audit → Credential Access Log
    2. View credential access history:
      • Credential name
      • Accessed by (user)
      • Date/Time
      • Method (permanent view, one-time link)
      • Duration
    3. Filter by user, customer, date
    4. Export compliance report
    5. Alert on suspicious access patterns
  • Result: Full audit trail for compliance

UC-B4.4: Manage Credential Rotation

  • Actor: Account Manager
  • Flow:
    1. Customer Detail → Credentials → "Rotation Schedule"
    2. Set passwords to auto-expire (e.g., 90 days)
    3. When approaching expiration:
      • System alerts account manager
      • Create rotation reminder ticket
    4. When new password provided:
      • Update credential
      • Save with new encryption
      • Archive old credential
    5. Notify support team of rotation
  • Result: Regular credential updates

Technical Implementation

  • Components: CredentialList, CredentialEditor, OneTimeLink Generator, AuditLog
  • Encryption: AES-256 with per-customer keys
  • Data Model: Credential, CredentialAccess, OneTimeLink
  • REST API:
    • POST /credentials (encrypted)
    • GET /credentials/{id}/one-time-link
    • GET /admin/audit/credential-access

Permissions Required

  • VIEW_CREDENTIALS
  • MANAGE_CREDENTIALS (admin only)
  • ACCESS_CREDENTIAL_AUDIT (security officer)
  • Note: Access highly restricted and audited

Security Notes

  • Passwords stored encrypted with AES-256
  • Encryption keys rotated per company policy
  • All access logged with user ID and timestamp
  • One-time links with 10-minute expiration
  • Two-factor confirmation for sensitive credentials

Group C: Communication & Integration

C.1: Phone Call Management

Overview

Module Path: /src/CentronNexus/ServiceBoard/PhoneCalls Technology: Blazor Components, Phone System Integration Primary Users: Support Technicians, Call Center Agents

Purpose & Benefits

Integrate with VoIP/phone system to track and manage phone calls related to tickets:

  • Call logging
  • Call recording integration
  • Call history per ticket
  • Call duration tracking
  • Automatic transcription
  • Call analytics

Key Use-Cases

UC-C1.1: Log Phone Call

  • Actor: Support Technician
  • Precondition: Phone call with customer completed
  • Flow:
    1. Ticket Detail → "Call Log" section (or dedicated Call Log button)
    2. Click "Log Call"
    3. Enter call details:
      • Customer/Contact called
      • Call direction (Inbound/Outbound)
      • Call date/time
      • Duration (auto-calculated if PBX integrated)
      • Call outcome (Resolved, Scheduled Callback, Escalated)
      • Notes/Summary
      • Link to ticket
    4. Attach call recording (if available)
    5. Generate call transcript (if enabled)
    6. Save log entry
  • Result: Phone call documented

UC-C1.2: View Call History

  • Actor: Support Agent
  • Flow:
    1. Open ticket
    2. View "Calls" section showing:
      • Call date/time
      • Duration
      • Call direction
      • Call outcome
      • Participant
      • Notes
    3. Click call to view details
    4. Listen to recording (if available)
    5. Read auto-generated transcript
  • Result: Complete call history for ticket

UC-C1.3: Track Call Volume & Metrics

  • Actor: Call Center Manager
  • Flow:
    1. Navigate to Reports → Call Center Analytics
    2. View metrics:
      • Total calls per technician (today, week, month)
      • Average call duration
      • Call outcome distribution (Resolved %, Escalated %)
      • Customer satisfaction rating for calls
      • Peak call times
    3. Filter by department, technician, customer
    4. Generate call quality report
  • Result: Call center performance visibility

UC-C1.4: Schedule Callback

  • Actor: Support Agent
  • Flow:
    1. During call, realize issue needs more info
    2. Click "Schedule Callback"
    3. Enter callback details:
      • Date/Time for callback
      • Topic/Notes
      • Assigned to
    4. System creates calendar reminder
    5. Send SMS/email reminder to customer
    6. Create follow-up ticket
  • Result: Organized callback management

Technical Implementation

  • Components: CallLogger, CallHistoryViewer, CallRecorder, Transcription
  • PBX Integration: Asterisk, 3CX, or Zoom Phone API
  • Data Model: PhoneCall, CallRecording, CallTranscript
  • REST API:
    • POST /tickets/{id}/calls (log call)
    • GET /tickets/{id}/calls (call history)
    • GET /calls/{id}/transcript
    • GET /reports/call-center-metrics

Permissions Required

  • LOG_CALLS
  • ACCESS_CALL_RECORDINGS
  • VIEW_CALL_ANALYTICS

C.2: Email Thread Management

Overview

Module Path: /src/CentronNexus/ServiceBoard/TicketMail Technology: Email Threading, Conversation View Primary Users: Support Technicians, Email Users

Purpose & Benefits

Manage email-to-ticket conversion and email thread organization:

  • Email threading
  • Email-to-ticket auto-creation
  • Email archive integration
  • Automatic categorization
  • Email template management

Key Use-Cases

UC-C2.1: View Email Thread

  • Actor: Support Technician
  • Precondition: Ticket has related emails
  • Flow:
    1. Ticket Detail → "Email" Tab
    2. System displays email thread:
      • Original email from customer
      • All replies chronologically
      • Each email shows:
        • From/To
        • Date/Time
        • Subject
        • Body
        • Attachments
    3. System collapses/expands replies
    4. Highlights actions (e.g., "Resolved by: tech@company.com")
    5. Shows email metadata (headers, routing)
  • Result: Clear email conversation history

UC-C2.2: Create Ticket from Email

  • Actor: Email recipient / Auto-system
  • Precondition: Email arrives at support inbox
  • Flow (Auto):
    1. Customer sends email to support@company.com
    2. Email system automatically:
      • Extracts sender info
      • Parses subject line
      • Extracts category from subject (e.g., "[Network]")
      • Creates new ticket with:
        • Title from subject
        • Description from email body
        • Category parsed from subject
        • Customer auto-linked
      • Archives email with ticket
      • Sends auto-response to customer
  • Result: Automatic ticket creation from email

UC-C2.3: Reply via Email Integration

  • Actor: Support Technician
  • Flow:
    1. Ticket Detail → Email Tab
    2. Click "Reply"
    3. Compose response:
      • Edit email body
      • Can use reply templates
      • Auto-inserts ticket number in signature
    4. Click Send
    5. Email sent to customer email address
    6. Carbon copy saved to ticket
    7. Email added to ticket thread
  • Result: Seamless email reply from ticket system

UC-C2.4: Manage Email Threading Rules

  • Actor: Administrator
  • Flow:
    1. Admin → Email Settings → Threading Rules
    2. Configure threading:
      • Match subject line (remove "Re:" and numbers)
      • Match customer email address
      • Match ticket number in subject
      • Thread history days (e.g., 30 days old)
    3. Set auto-categorization rules:
      • Keywords in subject → Category
      • Keywords in body → Priority
    4. Configure auto-response templates
    5. Set up email forwarding rules
  • Result: Customized email management

Technical Implementation

  • Components: EmailThreadViewer, EmailComposer, AutoCategorizer
  • Email Integration: IMAP, Exchange API, Gmail API
  • Data Model: EmailMessage, EmailThread, EmailRule, EmailTemplate
  • REST API:
    • GET /tickets/{id}/emails (thread)
    • POST /tickets/{id}/emails/reply
    • POST /admin/email-rules

Permissions Required

  • VIEW_TICKET_EMAILS
  • SEND_TICKET_EMAILS
  • MANAGE_EMAIL_RULES (admin)

Group D: Analytics & Reporting

D.1: Advanced Statistics

Overview

Module Path: /src/CentronNexus/ServiceBoard/Statistics Technology: Analytics Engine, Charting Library Primary Users: Management, Support Managers, Analysts

Purpose & Benefits

Advanced statistical analysis and KPI tracking for helpdesk operations:

  • Performance metrics
  • Trend analysis
  • Team productivity
  • Customer satisfaction analysis
  • Forecasting
  • Custom report generation

Key Use-Cases

UC-D1.1: View Performance Dashboard

  • Actor: Support Manager
  • Flow:
    1. Navigate to Analytics → Performance Dashboard
    2. Dashboard displays real-time KPIs:
      • Ticket Metrics:
        • Open tickets: 125
        • Resolved today: 42
        • Average resolution time: 4.2 hours
        • On-time resolution %: 87%
      • Team Metrics:
        • Busiest technician: 23 tickets
        • Average tickets per technician: 18
        • Team utilization: 92%
      • Quality Metrics:
        • Customer satisfaction: 4.2/5
        • First-contact resolution: 78%
        • Ticket reopens: 5%
    3. Each metric clickable for drill-down
    4. Time period selector (Today, This Week, This Month, Custom)
  • Result: Real-time operational visibility

UC-D1.2: Analyze Trends

  • Actor: Support Manager
  • Flow:
    1. Analytics → Trends
    2. Select metric (e.g., "Resolution Time")
    3. Display trend line chart:
      • X-axis: Date range (daily/weekly/monthly)
      • Y-axis: Metric value
      • Line shows trend over time
    4. Add comparison line (e.g., "Target SLA")
    5. Highlight anomalies (spikes, dips)
    6. Generate insights:
      • "Resolution time improved 12% this month"
      • "Tuesday peak observed consistently"
    7. Export trend data to Excel
  • Result: Data-driven insights

UC-D1.3: Team Productivity Analysis

  • Actor: Support Manager
  • Flow:
    1. Analytics → Team Performance
    2. Display metrics by technician:
      • Ticket count (today, week, month)
      • Resolution rate
      • Average resolution time
      • Customer satisfaction (feedback)
      • On-time %
      • Utilization %
    3. Display as table or chart
    4. Sort by metric
    5. Compare to team average
    6. Identify high performers and improvement areas
    7. Generate per-technician report
  • Result: Individual performance visibility

UC-D1.4: Customer Satisfaction Analysis

  • Actor: Customer Success Manager
  • Flow:
    1. Analytics → Customer Satisfaction
    2. View satisfaction metrics:
      • Average rating: 4.2/5
      • Trend chart
      • By category:
        • Network Issues: 4.5/5
        • Billing: 3.8/5
        • Hardware: 4.3/5
      • Negative feedback themes
    3. Drill into low-rated tickets
    4. Generate CSAT report
    5. Identify customers with declining satisfaction
    6. Export customer satisfaction data
  • Result: Customer sentiment tracking

UC-D1.5: Forecast Future Workload

  • Actor: Capacity Manager
  • Flow:
    1. Analytics → Forecasting
    2. System analyzes historical patterns:
      • Seasonal trends
      • Day-of-week patterns
      • Growth rate
    3. Generate forecast:
      • Projected tickets next month: 1,250
      • Peak day forecast: 65 tickets
      • Recommended staff level: 12 technicians
    4. Compare forecast to current capacity
    5. Generate capacity planning report
  • Result: Informed resource planning

Technical Implementation

  • Components: MetricsCard, ChartWidget, TrendAnalyzer, ReportGenerator
  • Analytics Engine: Aggregated data in data warehouse
  • Data Model: TicketMetric, TeamMetric, CustomerMetric, Forecast
  • REST API:
    • GET /analytics/dashboard/metrics
    • GET /analytics/trends/{metric}
    • GET /analytics/team/performance
    • GET /analytics/forecast

Permissions Required

  • VIEW_ANALYTICS
  • VIEW_TEAM_METRICS (managers)
  • EXPORT_ANALYTICS (select roles)

D.2: Customer Document Repository

Overview

Module Path: /src/CentronNexus/ServiceBoard/Customers/CustomerDocuments Technology: Document Management, Version Control Primary Users: Account Managers, Customers, Support Team

Purpose & Benefits

Central document repository for each customer with version control and access management:

  • Document library per customer
  • Version control and history
  • Access control
  • Search and categorization
  • Automated backups
  • Compliance archiving

Key Use-Cases

UC-D2.1: Upload Customer Document

  • Actor: Account Manager
  • Precondition: Customer record exists
  • Flow:
    1. Customer Detail → Documents Tab
    2. Click "Upload Document"
    3. Select file(s) to upload:
      • Drag-drop or file picker
      • Multiple files supported
    4. Enter document metadata:
      • Title/Description
      • Document type (Contract, Specification, Invoice, etc.)
      • Category/Folder
      • Tags (e.g., "billing", "technical")
      • Visibility (Internal, Customer-visible, Custom)
    5. Set retention/expiration (optional)
    6. Upload
    7. System shows upload progress
  • Result: Document added to customer library

UC-D2.2: View Document Version History

  • Actor: Support Agent
  • Flow:
    1. Customer Detail → Documents
    2. Click on document
    3. View document details:
      • Current version
      • Upload date
      • File size
      • Uploaded by
      • Version history list:
        • v1.0 - 2025-01-15 - uploaded by john
        • v1.1 - 2025-01-18 - updated by sarah
        • etc.
    4. Click version to view/download
    5. View diff between versions (if text)
    6. Compare metadata changes
    7. Download specific version
  • Result: Full document audit trail

UC-D2.3: Share Document with Customer

  • Actor: Account Manager
  • Flow:
    1. Open document
    2. Click "Share"
    3. Configure sharing:
      • With customer (mark visible)
      • Set read/download permissions
      • Set expiration date
      • Require password (optional)
    4. Generate share link
    5. Send link via email
    6. Track who accessed document and when
    7. Can revoke access anytime
  • Result: Secure document sharing

UC-D2.4: Search & Organize Documents

  • Actor: Account Manager
  • Flow:
    1. Customer Detail → Documents
    2. Use search bar:
      • Type keyword
      • Filter by type, tag, date
      • Filter by visibility
    3. Create folder structure:
      • Drag-drop documents to folders
      • Create new folders
      • Rename folders
    4. Sort by:
      • Date uploaded
      • File name
      • File size
      • Visibility status
    5. View as list or thumbnail grid
    6. Bulk actions (delete, share, export)
  • Result: Organized document repository

Technical Implementation

  • Components: DocumentLibrary, VersionControl, AccessManager, SearchInterface
  • Storage: Blob storage with version tracking
  • Data Model: Document, DocumentVersion, DocumentAccess, DocumentShare
  • REST API:
    • POST /customers/{id}/documents (upload)
    • GET /customers/{id}/documents
    • GET /documents/{id}/versions
    • POST /documents/{id}/share

Permissions Required

  • VIEW_DOCUMENTS
  • MANAGE_DOCUMENTS
  • SHARE_DOCUMENTS
  • Document-level permissions (internal vs. customer-visible)

Summary & Implementation Priorities

Priority Matrix

Module Complexity Value Users Priority Est. Dev Time
Customer Partner Relations Medium Medium Sales P2 2 weeks
CRM Module High High Sales/Mgmt P1 4 weeks
Customer Tasks Medium High PM/Tech P2 2 weeks
Master Data Items Low High Admin P1 1 week
Ticket Map High Medium Field Svc P2 3 weeks
Global Search High High All P1 2 weeks
Password Manager High High Tech P1 3 weeks
Phone Calls Medium Medium Support P3 2 weeks
Email Threading Medium High Support P1 2 weeks
Advanced Statistics High High Mgmt P1 4 weeks
Customer Documents Medium High All P2 2 weeks

Total Estimated Development: 27 weeks

Next Steps

  1. Review & Validation

    • Stakeholder review of discovered modules
    • Prioritize implementation sequence
    • Clarify requirements with product team

  2. Detailed Requirements

    • Create detailed specifications per module
    • User story mapping
    • Acceptance criteria definition

  3. Implementation

    • Schedule sprints
    • Assign development resources
    • Begin with P1 modules (CRM, Search, Password Manager, Email Threading, Master Data, Statistics)

  4. Documentation

    • Create detailed use-case documents
    • Screen mockups/wireframes
    • Technical architecture diagrams
    • API specifications

  5. Testing & QA

    • Create test cases
    • User acceptance testing
    • Security testing (especially Password Manager)
    • Performance testing (Search, Analytics)

Conclusion

The CentronNexus application contains significantly more functionality than initially documented. These 11 discovered modules represent powerful features that enhance:

  • Sales Capability: CRM, Partner relations, Opportunities
  • Operational Efficiency: Search, Map, Phone Integration
  • Security: Password Manager, Credential Sharing
  • Visibility: Advanced Statistics, Analytics
  • Data Management: Document Repository, Email Threading

Recommendation: Update primary documentation to include these modules and prioritize their development/documentation to provide complete feature coverage.

Reference in New Issue View Git Blame Copy Permalink