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Use Case: Assign Callback (UC-001)

Metadata​

  • Module: OMGT (Order Management)
  • Actor: Order Operator (Wep Staff)
  • Status: Implemented (Legacy)
  • Last Updated: 2026-01-11

1. Description​

Allow an operator to assign a "Callback" task to themselves or another colleague regarding a specific Order. This serves as a memo or a request for action ("Please call this student back").

2. Trigger​

  • An operator receives a call but cannot treat it immediately.
  • An operator needs to delegate a call to a specialist (e.g., Sales, Flight Accounting).

3. Preconditions​

  • The user must be logged in with OMGT permissions.
  • The Order must exist.

4. Main Success Scenario​

  1. Actor navigates to the Order Overview.
  2. Actor clicks the "Add Callback" button (found in Contact Info panel).
  3. System displays the "Add Callback" modal.
  4. Actor selects:
    • To: The target user(s) (Required).
    • Cc: Users in copy (Optional).
    • Phone: Phone number to call (Optional).
    • Message: Content/Instruction (Required).
  5. Actor clicks "Save".
  6. System validates that "To" field is populated.
  7. System creates a Callback record linked to the Order.
  8. System sends an email notification to the To and Cc recipients.
    • Template: OMGT_SEND_CALLBACK_NOTIFICATION.
  9. System creates a LogItem (Event: CREATE_CALLBACK).
  10. System closes the modal and displays a success message ("Callback successfully added").

5. Extensions (Alternative Flows)​

  • 5a. Validation Error:
    • If "To" is missing, System prevents submission and highlights the field.
  • 5b. Notification Failure:
    • If the email service fails, the Callback is still created, but the visual feedback might indicate a warning (dependent on general error handling).

6. Postconditions​

  • A Callback entity exists with status CREATED.
  • The recipient has received an email.
  • The Callback appears in the "Callbacks" list on the Order Overview.

7. Business Rules​

  • BR-001: A Callback must have at least one recipient ("To").
  • BR-002: Callbacks are specific to an Order (OMGT) or Prospect (CRM).