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UC-002: Close Callback

Module: OMGT Actor: Order Operator, Follow-Up Operator Status: Implemented (Legacy)

1. Description​

The actor marks a pending Callback as "Processed" or "Closed" after having performed the necessary phone call or action. This removes it from the active list.

2. Trigger​

  • Actor has finished the phone call or task associated with the Callback.

3. Preconditions​

  • Actor is logged in.
  • The Callback exists and is in OPEN status.
  • Actor is viewing the Order Overview _ContactInfos panel.

4. Main Success Scenario​

  1. Actor locates the Callback in the list.
  2. Actor clicks the "Close" (icon/button).
  3. System updates the Callback status to CLOSED.
  4. System refreshes the Callback list (via AJAX).
  5. The Callback is no longer visible (or marked as closed).

5. Extensions​

  • 3a. System Failure: API returns error.
    • System shows "Error closing callback".
    • Callback remains Open.

6. Postconditions​

  • Callback Status = CLOSED.
  • ClosedBy = Current User.
  • ClosedOn = Current Timestamp.

7. Business Rules​

  • BR-OMGT-002 (Scope): Closing a callback only affects that specific instance. It does not close related CRM Tasks (Gap).

8. Technical Mapping​

  • Controller: OrderController
  • Action: CloseCallback(int Id)
  • Service: CallbackComponentService.Close(Id)
  • Entity: Callback

9. Gap Analysis​

  • No "Outcome" Tracking: User cannot specify result of the call (e.g., "Left Voicemail", "Resolved"). It's just binary Close.
  • No CRM Sync: Does not update any CRM Activity.