Preskoči na sadržaj

Story: Support Agent Transfer Ticket

As a

Customer support agent

I want to

Transfer ticket ownership from one customer to another in response to legitimate requests

So that

I can help customers who cannot attend while maintaining proper audit trails and security

Acceptance Criteria

  • AC1: I can search for customer's order using order number
  • AC2: System displays ticket details including current owner, seat, and match info
  • AC3: System shows time remaining until 48-hour deadline
  • AC4: Transfer button disabled if less than 48 hours to match
  • AC5: I can enter new owner's full name
  • AC6: I can enter new owner's OIB (Croatian personal ID)
  • AC7: I can enter new owner's email address
  • AC8: I must provide reason for transfer (logged for audit)
  • AC9: System validates new owner's OIB format before proceeding
  • AC10: System checks new owner against blacklist automatically
  • AC11: Transfer blocked if new owner is blacklisted with clear error message
  • AC12: System shows confirmation dialog with all details before final transfer
  • AC13: Transfer processing completes within 5 seconds
  • AC14: Original owner receives email confirming transfer
  • AC15: New owner receives email with new ticket and QR code
  • AC16: Old QR code immediately invalidated
  • AC17: New unique QR code generated for transferred ticket
  • AC18: Original owner's digital wallet pass marked as void
  • AC19: New owner can add ticket to their digital wallet
  • AC20: Complete transfer details logged in audit trail with my agent ID and timestamp

Technical Notes

Priority

MEDIUM-HIGH - Important for customer satisfaction and flexibility

Dependencies

  • Admin portal with support agent role configured
  • User validation service (OIB checking)
  • Blacklist database accessible
  • Email notification service
  • QR code generation service
  • Digital wallet integration
  • feature-ticket-transfer
  • feature-order-search-tools
  • feature-modification-audit-logs
  • feature-support-roles-permissions
  • epic-customer-support-operations
  • epic-user-identity-verification

Implementation Notes

  • 48-hour rule enforced at database level
  • Transfer must be atomic transaction
  • Both parties must receive notifications
  • Audit log must be immutable
  • Permission checks required for support agent role

Security Considerations

  • Blacklist check mandatory and cannot be overridden
  • Confirmation dialog prevents accidental transfers
  • Transfer reason required for all transfers
  • Agent identity logged for accountability
  • GDPR compliance: both parties notified

User Experience Considerations

  • Clear visual indication of deadline
  • Error messages must be specific and actionable
  • Confirmation shows all transfer details
  • Success confirmation displayed prominently

Last Updated: November 2025