library services cdrs requirements report february 9, 2001

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Library Services CDRS Requirements Report February 9, 2001

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Library ServicesCDRS Requirements Report

February 9, 2001

CDRS Requirements Report 2 February 9, 2001

Table of Contents

Executive Summary………………………. 3 Membership Component

Process Workflow Model ……………… 6 Object and State Models ……………... 50

Q&A Component Process Workflow Model .…………….. 58 Object and State Models ……………... 78

Business Rules …………….……………… 88

CDRS Requirements Report 3 February 9, 2001

Executive Summary

CDRS Requirements Report 4 February 9, 2001

Requirements Model Size

15 actors (with 5 subtypes) 54 processes 82 objects 35 object states 142 business rules

account IDinitial passwordactivation dateactivation tim eteam /workgroup nam epreferred contact m ethodagent status

AGENT

subm its

request IDsubm ission datesubm ission tim edeadline datedeadline tim eresponse dateresponse tim ereason for requestdesired m ethod of receiptsubm it to end userreason for cancellationreason for term inationrequest statusproblem status

REQUEST

D eliverR esponse

Am endR esponse

U pdateKnow ledge

Base

EditKnow ledge

Base

CDRS Requirements Report 5 February 9, 2001

List of Actors

Acceptance Team Administrator Agent

Contributor Editor On Call Requestor

Appeal Team Authorized Official Guest

Candidate

Legal Counsel Management Team Marketing Team Member Quality Review Team Research and

Validation Team Sponsor System Manager Training Team

CDRS Requirements Report 6 February 9, 2001

Communication Matrix

Communication MatrixProcess by Actor

Acc

epta

nce

Team

Adm

inis

trat

or

Age

nt

Aut

horiz

ed O

ffici

al

Gue

st

Man

agem

ent T

eam

Mar

ketin

g Te

am

Mem

ber

Qua

lity

Rev

iew

Tea

m

Req

uest

or

Spo

nsor

Sys

tem

Man

ager

Enroll Guest n/eSend Guest Reminder n/eTerminate Guest Account n/e n/eAccept Application n/e c/wSend Candidate Reminder n/eTerminate Application n/e n/eValidate Application InformationRecord SLA Receipt c/e c/eDecide on Application n/e n/eDecide on Application Appeal n/e n/eProfile New Agent n/e c/eCertify Agent c/e c/eRequire Recertification n/e n/eRemind Agent of Recertification n/eDecertify Agent n/e n/e n/eModify Agent Profile c/wInactivate Agent c/e c/eModify Agent Inactivation c/e c/eReactivate Agent n/e n/e

Legend: c/e = confirm by email c/w = confirm by web page n/e = notify by email n/f = notify by fax

CDRS Requirements Report 7 February 9, 2001

Communication Matrix

Communication MatrixProcess by Actor

Acc

epta

nce

Team

Adm

inis

trat

or

Age

nt

Aut

horiz

ed O

ffici

al

Gue

st

Man

agem

ent T

eam

Mar

ketin

g Te

am

Mem

ber

Qua

lity

Rev

iew

Tea

m

Req

uest

or

Spo

nsor

Sys

tem

Man

ager

Drop Agent c/e c/e n/eSuspend Agent c/e n/e c/eDecide on Agent Suspension Appeal c/e n/e c/eRemove Agent n/e n/eActivate New Member n/e n/e n/eModify Member Profile c/eModify SLA n/eDefine On Call Schedule c/eInactivate Member c/e n/e n/e c/eModify Member Inactivation c/e n/e n/e c/eReactivate Member n/e n/eSolicit Membership Renewal n/e n/eSend Renewal Reminder n/e n/eRenew Membership c/e c/e c/eDrop Member c/e n/e c/e n/e n/e c/e n/eSuspend Member n/e n/e n/e c/e c/e n/e c/eDecide on Member Suspension Appeal n/e n/e n/eRemove Member n/e n/e n/e n/e n/e

Legend: c/e = confirm by email c/w = confirm by web page n/e = notify by email n/f = notify by fax

CDRS Requirements Report 8 February 9, 2001

Communication Matrix

Communication MatrixProcess by Actor

Ad

min

istr

ato

r

Co

ntr

ibu

tor

En

d U

ser

Me

mb

er

On

Ca

ll A

ge

nt

Re

qu

est

or

Accept Request c/wAssign RequestWork on Response c/wReturn Response c/e c/e c/e c/eReview Response Completeness n/eClarify Request c/w c/wReempt Request Assignments n/eNotify of Pending Expiration n/e n/eProvide Expiration Notification n/e n/eTerminate Request n/e n/e n/eCancel Request n/e n/e c/eCancel Question n/e n/e c/eAdjust Expiration Deadline n/e n/e c/eDeliver Response n/e,f n/eAmend Response n/eUpdate Knowledge BaseEdit Knowledge Base

Legend: c/e = confirm by email c/w = confirm by web page n/e = notify by email n/f = notify by fax

CDRS Requirements Report 9 February 9, 2001

Business Rules

Aggregated List by Object

CDRS Requirements Report 10 February 9, 2001

List of Business Rules Acceptance Team

The decision of the Acceptance Team (regarding modified SLAs) is final. No appeal is allowed.

CDRS Requirements Report 11 February 9, 2001

List of Business Rules Administrator

An Administrator can select an option that determines whether Agent profiles must be reviewed and approved by them before the profile is activated.

An Administrator is certified by completing the training module. An Administrator can inactivate their Agents. An Administrator can modify the inactivation period of their Agents. An Administrator may drop one of their Agents from the System. An Administrator can suspend an Agent. An Administrator who initiated a suspension is the only actor

allowed to reinstate the Agent who was suspended. The Administrator may modify their Member’s profile at any time. An Administrator is authorized to create or modify an on call

schedule for the Member. An Administrator can create or modify an on call schedule if at least

on Agent of the Member is active and certified as on On Call Agent.

CDRS Requirements Report 12 February 9, 2001

List of Business Rules Administrator

An Administrator can inactivate their own organization (Member). An Administrator can modify the inactivation of their own

organization (Member). If “review before return” option is in force, only the Administrator

may return a response back to the System. Otherwise, a Contributor or the Administrator may return the response.

An Administrator must complete the mandatory fields for a response to be accepted.

If a Requestor is not available, the Administrator may provide clarifications to a Request.

CDRS Requirements Report 13 February 9, 2001

List of Business Rules Agent

An Agent is responsible for creating and maintaining their own profile. An Agent may modify their profile at any time. Key information regarding identity, certification, suspension, removal,

inactivity, and departure cannot be modified in the profile. All mandatory fields of the Agent profile must be completed before the

profile is accepted. An Agent who has been suspended, dropped or removed from the

System cannot gain access to System functions. An Agent can be certified as a Requestor (question asker),

Contributor (question answerer), On Call Agent, Editor, or Administrator.

All roles, except the Administrator, require certification by passing an online test.

The System checks all certification and decertification information for an Agent when they log on to permit access to roles and functionality.

CDRS Requirements Report 14 February 9, 2001

List of Business Rules Agent

An Agent is required to recertify for a given role if they are inactive (e.g., no transactions) in that role for 6 months.

All Agents in a given role can be required to recertify by the Training Team for special reasons (e.g., the functionality of a new release is dramatically different).

An Agent that requires recertification is given 20 working days to recertify before they are decertified.

Dropped or removed Agents are not reminded of recertification. Agent recertification reminder is triggered 10 working days prior to

the decertification date and time. An Agent recertification reminder is sent once. Dropped or removed Agents are not recertified. The decertification date and time determines when the Agent is

decertified in a given role. An Agent can inactivate themselves. An Agent can modify an inactivation period for themselves.

CDRS Requirements Report 15 February 9, 2001

List of Business Rules Agent

An Agent reactivation is triggered by the end date and time of the Agent’s inactivation period.

An Agent may drop themselves from the System. A suspension remains in force until it is successfully appealed. An Agent has 40 working days to appeal a suspension before they

are permanently removed from the System. An appeal to the Quality Review Team must be in writing. An Agent is removed if 40 working days have elapsed from the

initiation of their suspension and no appeal is currently in process. An Agent is removed if their suspension appeal is denied. An Agent removal cannot be appealed. Agent must be certified as a Requestor (to submit a Request). Agent must complete mandatory fields for Request to be accepted. An Agent must complete the mandatory fields for a response to be

accepted.

CDRS Requirements Report 16 February 9, 2001

List of Business Rules Agent

An Agent who works on a Request response must be certified as a Contributor.

Only the Requestor of a Request can clarify Questions on the Request.

Only the Requestor of a Request can edit or amend Questions on a Request.

An Agent must complete mandatory fields for the revised Request to be accepted.

Only the Requestor of a Request can cancel the Request. Only the Requestor of a Request can cancel a Question on the

Request. A Contributor (including an On Call Agent) to a Request may

amend an Answer after the Request has been delivered. Agent must be certified as Editor to edit question and

answer sets.

CDRS Requirements Report 17 February 9, 2001

List of Business Rules Authorized Official

The SLA must be signed by an Authorized Official of the Candidate’s organization.

An Authorized Official must renew the Member’s membership.

CDRS Requirements Report 18 February 9, 2001

List of Business Rules Candidate

Candidate reminder is triggered 2 working days prior to the expiration date and time of a saved application.

Candidate reminder is triggered at both 20 and 10 working days prior to the expiration date and time of a submitted application.

The expiration date of the application determines when the application must be terminated.

All fields of an online application cannot be modified by a Candidate once the application has been submitted. The Candidate must contact the Acceptance Team, who can make the modifications on behalf of the Candidate.

A Candidate can be denied membership if the organization was previously suspended and/or removed, the organization falsified information on the application, or the organization is engaged in unlawful activities (according to U.S. law).

A denial of membership application can be appealed within 5 business days of the decision.

CDRS Requirements Report 19 February 9, 2001

List of Business Rules Candidate

All appeals must be in writing and provide clear rationale for why the denial of membership should be overturned.

The rejection of an appeal is final. No further appeals are allowed. A Candidate may reapply for application 6 months after their appeal

was denied.

CDRS Requirements Report 20 February 9, 2001

List of Business Rules Guest

Guest must complete mandatory fields on profile to be enrolled. Account expiration date is 20 working days after account activation. Guest reminder is triggered 5 working days prior to the account

expiration date and time. Guest reminder is sent once. The expiration date determines when the Guest account is terminated. Guest must complete mandatory fields on application for application to

be accepted. A Guest cannot apply for membership if their organization was a prior

Member that was removed in the last 6 months. If the current Guest account is due to expire in less than 5 working

days, the expiration date and time for the account and a saved application is set at 5 working days upon initiation of the first “save”.

The expiration date and time for the Guest account and a submitted application is set at 20 working days upon submission of the membership application.

CDRS Requirements Report 21 February 9, 2001

List of Business Rules Member

Some attributes of the Member profile are owned by CDRS and cannot be modified by the Member (e.g., organization type).

Key information regarding identity, certification, suspension, removal, inactivity, and departure cannot be modified in the Member profile.

All mandatory fields of the Member profile must be completed before a profile is accepted.

A Member is activated when its first Agent is certified. A suspended, dropped, or removed Member cannot access the

System and its functions. Total inactivation means that all “in process” requests are

reassigned to other Members and no new requests are assigned. Inbound inactivation means that no new requests are assigned, but

Member may continue to work on “in process” requests. Member reactivation is triggered by the end date and time of the

Member’s inactivation period.

CDRS Requirements Report 22 February 9, 2001

List of Business Rules Member

Dropped or removed Members are not invited to renew their membership.

Membership renewal is solicited 20 working days prior to the termination date of the Member’s current membership agreement.

Renewal reminder is triggered at both 10 and 5 working days prior to the expiration date of the Member’s current membership agreement.

The SLA currently in force applies to the renewed membership. The term of membership is one year. A Member may drop themselves from the System. The expiration date of a Member’s current membership determines

when a Member is dropped by the System. The System may suspend a Member. A suspension remains in force until it is successfully appealed. An appeal may be submitted within 40 working days of a

suspension initiated by the System or Quality Review Team.

CDRS Requirements Report 23 February 9, 2001

List of Business Rules Member

An appeal to the Quality Review Team must be in writing. A Member is removed if 40 working days have elapsed from the

initiation of their suspension and no appeal is currently in process. A Member is removed if their suspension appeal is denied. A Member removal cannot be appealed. Member capacity = (# of active agents / # requests per week) - #

requests in process

CDRS Requirements Report 24 February 9, 2001

List of Business Rules On Call Agent

Only an On Call Agent may set the status of Questions on a Request to a terminal state.

An On Call Agent must be certified to work on “problem” assignments.

Only an On Call Agent may make a direct assignment. An On Call Agent may assign a Request to any Member, including

themselves. The On Call Agent is the last resort for all Requests that cannot be

completed through “normal” work assignments or have reached their deadline.

CDRS Requirements Report 25 February 9, 2001

List of Business Rules Quality Review Team

The Quality Review Team may suspend an Agent. The Quality Review Team who initiated a suspension is the only

actor allowed to reinstate the Agent who was suspended. The Quality Review Team can suspend a Member.

CDRS Requirements Report 26 February 9, 2001

List of Business Rules Request

A Request must contain 1 to 3 related questions (e.g., questions that share the same knowledge domain).

The Request deadline must be between 2 hours and 20 working days.

A Request is assigned to a Member who has the best combination of knowledge, services, and availability.

A Member or Knowbot cannot receive a duplicate assignment. The order for processing requests is: 1) problem requests; 2)

current requests ready for reassignment; 3) new requests. All Request queues are processed FIFO (first in, first out). Problem Requests are assigned to On Call Members as a problem

assignment. A Contributor who begins work on a Request locks the Request

from simultaneous update by other Contributors. A Request is unlocked when the Response is cancelled or

submitted.

CDRS Requirements Report 27 February 9, 2001

List of Business Rules Request

Valid types of responses are factual, referral, citation, opinion, and instruction.

Valid types of response completeness are completely, partially, or can’t be answered.

To conserve System resources, Requests that have been assigned 10 times and have not been fully resolved are assigned to an On Call Member as a “problem” request.

Only the System can move a Request to a “Closed” state. A Request is expedited when 75% of the time between date and

time of submission and the deadline has expired without the delivery of a response to the Requestor.

A Request who’s deadline has arrived can be directly assigned to Members by an On Call Agent.

A Request who’s deadline has arrived must be successfully processed within 24 hours or it will be terminated.

CDRS Requirements Report 28 February 9, 2001

List of Business Rules Request

A Request who’s deadline has arrived and has not received a single assignment since submission (e.g., system capacity overload) is terminated.

A Request that is in a final state cannot be cancelled. A Question that is in a final state cannot be cancelled. A Request that is in a final state cannot have a Question cancelled. A new deadline must be between 2 hours and 20 working days

from the submission date and time of the Request. A new deadline cannot put the Request into a “pending expiration”

state (e.g., define an earlier deadline that causes 75% or more of the elapsed time between submission and deadline to expire).

The deadline cannot be changed for a Request that is in a final state.

The deadline cannot be changed for a Request who’s deadline has arrived.

A deadline cannot be adjusted more than twice for a given Request.

CDRS Requirements Report 29 February 9, 2001

List of Business Rules Request

A response is delivered to the Member, or both the Member and End User, depending on the option selected by the Requestor.

One attempt is made to notify an End User. End Users are notified by fax or email only. Web pages prepared for End Users remain active for 20 working

days after their creation. A Question must be in a final state to be amended. A Request may not be amended after 20 working days have

expired since its delivery. Question and Answer sets that do not meet the data quality criteria

are flagged and cannot be accessed by Knowbots. A Question and Answer set that cannot be modified to comply with

data quality standards is deleted. An amendment that cannot be properly incorporated into an

existing Q&A set is deleted.

CDRS Requirements Report 30 February 9, 2001

List of Business Rules System Manager

The System Manager is the only actor that is authorized to directly remove an Agent without going through the suspension and appeals process.

The System Manager can inactivate a Member if the Member is unable to inactivate themselves.

The System Manager can modify the inactivation of a Member if the Member is unable to modify the inactivation themselves.

The System Manager is the only actor that is authorized to directly remove a Member without going through the suspension and appeals process.