Instruction: Enumerate the business rules and draw the ERD Diagram of

the given case study.

Designing a Simple Help Desk System Database

Your team has been tasked to design a database for a simple help desk system.
Unlike an enterprise help desk system, the database you will be developing shall
only be used internally by the IT department of a small company.
The IT department currently employs some help desk personnel, who accepts calls
from employees across all departments of the company, including their own. The
caller (which we will identify as the Client) shall provide his details to the help desk
personnel, such as his Employee ID, Employee Name, Department Code,
Department Name, and Position. In addition, the client will provide the help desk
personnel the nature of his call (whether it is an Inquiry or a Problem), and the
details of his call. The help desk personnel will also take note the date and time of
the call, and will determine if this is a new call, or just a follow-up from a previous
call done by the client. If this is a new call, the help desk personnel shall issue a
Ticket Number to the client; otherwise, the help desk personnel shall ask the client
for the Ticket Number that was assigned to him, and will retrieve the details of the
said ticket, but he will record it as a new call with the call date, time and client
details, but associates it to the existing Ticket Number. Should the client provide
additional information to the help desk personnel, the help desk personnel will
associate the additional details with the said call record. In each call, the Employee
ID of the help desk personnel should also be recorded.
Each ticket has a corresponding status, whether it is a new ticket, an ongoing ticket,
an outstanding ticket, or a closed ticket. A new ticket is a ticket that has not been
assigned yet to any IT personnel for resolution. An ongoing ticket is one that has
been assigned to an IT personnel (denoted by the his Employee ID). Once it has
been assigned, the system monitor the duration of the ticket (by checking the date
and time it has been assigned, and the current date and time), and any ticket that
has been ongoing for more than 3 working days shall automatically be flagged as an
outstanding ticket. Once the IT personnel resolves the ticket, the ticket should be
marked as closed.
In this simple help desk system, it is assumed that the IT personnel assigned shall
have the sole responsibility over the ticket, and escalation of problems are not yet
possible. The IT personnel assigned to the ticket shall record his activities in the
ticket, together with the resolution details. He will also record the resolution status,
whether it is Resolved, Needs More Information, or Unresolved. The help desk
personnel communicates this with the client, and is responsible for closing the ticket
or leaving it open upon agreement with the client.