requirements
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**** Requirements ****
*** Entities defined for the module ***
- a USER is a person experiencing issues and requesting help from the helpdesk
- a CUSTOMER is a person or entity owning a CONTRACT to access the helpdesk
- a TECH is a person working on the helpdesk
- a CONTRACT is the set of terms under which a CUSTOMER has access to the helpdesk, and its current state vector
- a TICKET is the initial entry point for an issue opened by a USER
- a FOLLOWUP represents additional action on a TICKET after it has been created.
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