Design of database for a helper.

Hello does anyone know
Design of database for a helper.
ERD
Features and business rules
?

The best way to approach a design of database is to write a specification for the application. The document, which deals with the assistance of technicians will do. In the process of determining what pieces of information, they work with. When you have written complete specification, you can start then group the items of information they work with. For example, a ticket can have a number, status, priority, and a person who is associated with. The person to which is entrusted the ticket will have a name, phone number, email address and a list of technical skills.

So in this simplified example excessively, we might have a table that contains the information of the ticket, a table that contains information about the technicians and an array of skills. Then ask free questions as "a ticket can be handled by more than one technician?" "A technician can manage more than one ticket? Can a technician cause several skills? "In this way, you can begin to see relationships on a one-to-one, one-to-many and many-to-many that exist.

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