E-Ticket PROJECT WORK PLAN
This information is provided to help plan, manage, report, and evaluate the deployment of the Big Picture Nigeria
Limited E-Ticketing System. Before implementation, it is assumed that core infrastructures required to deploy the
E-Ticket solution, have been procured, tested, and provisioned.
Table 1: Outcome Work plan
S/N Requirement
1 Automatic Issue
Pickup
2 Automatic Ticket
Assignment
3 Ticket Reminder
4 Ticket Management
Module(s) Activity Resource(s)
 Ticket  Design and develop ticket  POSTGRESQL
 Email model schema database
 Design and develop customer  Hibernate ORM
model schema  Java SPRINGBOOT
 Design automatic conversion framework
from email to a ticket  React Framework
 Design and develop  INTELLIJ Integrated
controllers and views for Development
ticket and customer models Environment (IDE)
 Test CRUD (Create, Read,  Postman REST Client
Update, and Delete) actions
on ticket and customer
 User  Design and develop user
 Notification model schema
 Design and develop
notification model schema
 Design user dashboard
notification
 Design and develop
controllers and views for user
model
 Test CRUD (Create, Read,
Update, and Delete) actions
on user
 Design automatic assignment
to user agents
 Two-way  Design and develop user  Third-party social
reminder agent ticket status reminder media library
 Channel(s)  Design and develop customer (licensed)
ticket status feedback  SMS Gateway
 Design and develop media
channel(s) for two-way ticket
reminder
 Design and develop
controllers for two-way
channel reminder
 Communication  Design and develop
 Collaboration Communication model
 Escalation schema
 Design and develop
Collaboration model schema
 Design and develop
Escalation
model schema
 Design integration of
communication,
collaboration and escalation
 Design and develop
 controllers and views for
communication,
collaboration, and escalation
models
 Test CRUD (Create, Read,
Update, and Delete) actions
on communication and
escalation, and collaboration
5 Report Generation  Report types  Design and develop report
 Analytics types model schema
 Design and develop analytics
model schema
 Design and develop
controllers and views for
Reports, SMS, and Analytics
models
 Test CRUD (Create, Read,
Update, and Delete) actions
on Charts, and Graphs

6 Knowledge Base  Central  Design and develop central

repository repository model schema
 Integration  Design and develop
controllers and views for
central repository models
 Test CRUD (Create, Read,
Update, and Delete) actions
on central repository
 Integrate to user agent
dashboard and profile
7 Access Control and  Role Based  Design and develop role
Privileges Access Control model schema
(RBAC)  Design and develop
permission model schema
 Design and develop
controllers and views for
Reports, Role, and
Permission models
 Test CRUD (Create, Read,
Update, and Delete) actions
on user with RBAC
8 Testing  Automatic Issue Pickup  Cloud-hosted server
 Automatic Ticket
Management
 Ticket Reminder
 Ticket Management
 Report Generation
 Knowledge Base
 Access Control and Privileges
9 Training  Documentation
 User Training

10 Release  Deploy application  Cloud-hosted server

 Min 4GB RAM, 100G
HDD
 Domain name
 SSL Certificate