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Online Help Desk-Group213 C0908M

Project Name

OHD

Online Help Desk

Instructor: Bui Xuan Trung

Class: C0908M

Student’s Name:

1.Vu Tien Hoa

2.Nguyen Duong

3.Ta Trung Nghia

4.Nguyen Anh Vinh




Contents1. Problems Definition .............................................................................................................................. 3

1.1. Problem Abstraction ..................................................................................................................... 3

1.2. The Current System ....................................................................................................................... 3

2. Customer Require Specification (CRS) .................................................................................................. 3

2.1. Object use the System .................................................................................................................. 3

2.1.1. End-Users .............................................................................................................................. 3

2.1.2. Facility-Heads ........................................................................................................................ 3

2.1.3. Assignees ............................................................................................................................... 4

2.1.4. Administrator ........................................................................................................................ 4

2.2. Project objective ........................................................................................................................... 4

2.3. Function Analysis .......................................................................................................................... 4

2.3.1. Login ...................................................................................................................................... 4

2.3.2. Change Individual Information ............................................................................................. 5

2.3.3. Logout ................................................................................................................................... 5

2.3.4. Create Request ...................................................................................................................... 6

2.3.5. See list of requests created by him/her ................................................................................ 6

2.3.6. Cancel Request ...................................................................................................................... 7

2.3.7. Update Status for Requests .................................................................................................. 7

2.3.8. Assign request to registered user. ........................................................................................ 8

2.3.9. Reject request ....................................................................................................................... 9

2.4. Hardware Requirement ................................................................................................................ 9

2.4.1. Minimum Requirements ....................................................................................................... 9

2.4.2. Recommended Requirement ................................................................................................ 9

2.5. Software Requirement ................................................................................................................ 10

2.6. Boundaries of system .................................................................................................................. 10

3. Architecture and Design of Project ..................................................................................................... 10

3.1. Architecture of project ................................................................................................................ 10

3.2. Design of project ......................................................................................................................... 10

4. Data Flow Diagram .............................................................................................................................. 10




1. Problems Definition

1.1. Problem Abstraction

The thirst for learning, upgrading technical skills and applying the concepts in real

life environment at a fast pace is what the industry demands from IT professionals today.

However, busy work schedules, far-flung locations, and unavailability of convenient time-slots pose as major barriers when it comes to applying the concepts into realism. And

hence the need to look out for alternative means of implementation in the form of laddered

approach.

The above truly pose as constraints especially for our students too! With their busyschedules, it is indeed difficult for our students to keep up with the genuine and constant

need for integrated application which can be seen live especially so in the field of IT

education where technology can change on the spur of a moment. Well, technology doescome to our rescue at such times.

1.2. The Current System

This is an Intranet based application that can be accessed throughout the campus. This

system can be used to automate the workflow of service requests for the various facilities

in the campus. This is one integrated system that covers different kinds of facilities like

class-rooms, labs, hostels, mess, canteen, gymnasium, computer center, faculty club etc.Registered users (students, faculty, lab-assistants and others) will be able to log in a

request for service for any of the supported facilities. These requests will be sent to the

concerned people, who are also valid users of the system, to get them resolved. There are

features like email notifications/reminders, addition of a new facility to the system, reportgenerator in this system.

2. Customer Require Specification (CRS)

2.1. Object use the System

2.1.1. End-Users

Login to the system

Change the password after login

Logout

See the list of the request created by him/her

Create a new request

Close a request created by him/her by giving an appropriate reason

2.1.2. Facility-Heads

Login to the system




Change password after login

Logout

View the incoming requests

Assign requests to registered users of the system

Get help about OHD system on how to use different features of the system

2.1.3. Assignees

Login to the system


Logout

See requests that are assigned to him/her

Update status of requests after working on them

2.1.4. Administrator

Login to the system


Logout

Create new user accounts

Change user account

Manage data of system

2.2. Project objectiveThe Objective of this program is to give a sample project to work on real life projects. These

applications help you build a larger more robust application.

The objective is not to teach us the software’s but to provide us with a real life scenario and helpus create basic applications using the tools.

2.3. Function Analysis

2.3.1. Login

USE CASE # 1

USE CASE Name User Login

ACTOR End-Users, Facility-Heads, Assignees, Administrator

Purpose To use authorized system functions

Input User Name and Password

Process Check information about user in database based on Input

Output Display result of login




2.3.2. Change Individual Information

2.3.3. Logout

USE CASE # 3

USE CASE Name System Logout


Purpose To logout

Input Logout Action

Pre-conditionsThe user table, containing information concerning user login details has been

created and initialized in the database.

Descriptions

1. Click on the Login tab, a login form will appear

2. Enter user name and password to the fields

3. Click on the Login button to submit the data

If the data is valid, the system brings in the individual workspace.

Vice versa, the system displays a login error message.

Other Comments

USE CASE # 2

USE CASE Name Change Information


Purpose Change Information about self

Input New information details

Process Check and update information in database

Output Display result message

Pre-conditions Need Login before use this function

Descriptions1. Click on Change button

2. Fill all information fields which is allowed3. Click Save change

Other Comments With each object, information fields are difference




Process Escape from individual workspace

Output Return presentation screen

Pre-conditions Need Login before logout.

Descriptions1. Click on the Logout tab or logout items, a logout confirm appear

Click on “OK” button if User wants to logout.

Click on “Cancel” button if user don’t want logout

Other Comments

2.3.4. Create Request

USE CASE # 4

USE CASE Name Create Request

ACTOR End-Users

Purpose Create a requests

Input Request information Details

Process Insert into database

Output Display result message

Pre-conditions Need Login to use this function

Descriptions

1. Fill all information fields

2. Click on the Save is save new request in draft

If the data is valid, the system brings in the end-user workspace

Vice versa, the system displays an error message.3. Click on the Send button to submit the data

If the data is valid, the system brings in the end-user workspace

Vice versa, the system displays an error message.

Other Comments

2.3.5. See list of requests created by him/her

USE CASE # 5

USE CASE Name See list of Requests




ACTOR End-Users

Purpose See list of requests

Input Information about requests which end-user needs view.

Process Search requests which belong to end-user.

Output Display list of requests


Descriptions1. Select options to see requests.

Options based on request statuses.2. Click to submit button to view.

Other Comments

2.3.6. Cancel Request

USE CASE # 6

USE CASE Name Cancel request

ACTOR End-Users

Purpose Cancel a request with appropriate reason.

Input Information about requests which end-user needs cancel.

Process Search requests which end-user needs cancel. Update to database.

Output Display result message.


Descriptions

1. Select options to see requests.

Options based on request statuses.2. Write a remark to note why end-user cancels this request

3. Click on submit button.Other Comments

2.3.7. Update Status for Requests

USE CASE # 7




USE CASE Name Update status of Requests

ACTOR Facility-Heads, Assignees

Purpose Change appropriate status which corresponds to each step in workflow.

Input Information about requests which user needs process.

Process Search requests which user needs process. Update to database.



Descriptions

1. Select options to see requests.

Options based on request statuses.

2.

Change status of request3. Click on submit button.

Other Comments

2.3.8. Assign request to registered user.

USE CASE # 8

USE CASE Name Assign request

ACTOR Facility-Heads

Purpose Choice registered user and assign request to this user.

Input Information about request and user who is assigned.

Process Search request and assigned. Update to database.



Descriptions

1. Select options to see request.

Options based on request statuses.2. Select registered user to assign request.

3. Click on submit button.

Other Comments




2.3.9. Reject request

USE CASE # 9

USE CASE Name Reject request.

ACTOR Assignees

Purpose Reject requests which is not valid.

Input Information about request which is assigned to him/her.

Process Reject request, change status of request. Update to database.



Descriptions

1. Select options to see request.

Options based on request statuses or key words.2. Write a remark to note why reject this request.

3. Click on submit button.

Other Comments

2.4. Hardware Requirement

2.4.1. Minimum Requirements

Minimum

PC Pentium IV 1.5 MHz

256MB RAM

20GB hard drive

2.4.2. Recommended Requirement

Recommended

PC Pentium R Core i3 2.5 MHz

2G RAM

80 GB hard drive




2.5. Software Requirement

.Net Framework 2.0/4.0

MS visual studio 2005/2010 Microsoft SQL Server 2005

Browser IE 6+/Chrome/Firefox…

2.6. Boundaries of system

3. Architecture and Design of Project

3.1. Architecture of project

Tier 2

Database Tier

Store and protect data. Process request from

Client

Tier 1

Application Tier

User Interface-GUI component. Make

Request. Format data on the Desktop.

3.2. Design of project

“Online Help Desk” is designed with .Net framework 4. This application is a web-based

application. Technologies are used:

Asp.Net 4.0

MVC design model.

4. Data Flow Diagram

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