An IT support company needs to develop a relational database to support their business. This database will be used by their call centre to provide technical assistance service. At this initial stage of their operation, the database must accommodate business requirements as described below:
The technical support service will cover a wide range of IT products from different manufacturers. Information about manufacturers and their products must be recorded.
A manufacturer may make many different products which are grouped into different categories. For example, HP makes different models of laptops and printers etc.
When a customer needs help with a product, she/he will call the support centre with a query. When a query is first raised, the engineer who receives the call will issue a ticket that records the detail of the query.
If the engineer cant resolve the problem on the phone, the ticket will be passed on to other engineers to be looked at. The fact that a ticket may be checked by multiple engineers must be recorded. A ticket is either open (problem to be solved) or closed (problem solved).
When a problem is solved, the customer who made the query will be informed of the outcome. Thus, customer name and contact detail must be collected when the ticket is issued.
Please do an ER diagram for this scenario.