Online Help Desk-Group213 C0908M: Project Name

Online Help Desk-Group213 C0908M
Project Name
OHD
Online Help Desk
Instructor: Bui Xuan Trung
Class: C0908M
Students Name:
1.Vu Tien Hoa
2.Nguyen Duong
3.Ta Trung Nghia
4.Nguyen Anh Vinh
Contents
1.
2.
Problems Definition .............................................................................................................................. 3

1.1.
Problem Abstraction ..................................................................................................................... 3
1.2.
The Current System....................................................................................................................... 3
Customer Require Specification (CRS) .................................................................................................. 3

2.1.
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.
3.
4.
Object use the System .................................................................................................................. 3
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
Architecture and Design of Project ..................................................................................................... 10

3.1.
Architecture of project................................................................................................................ 10
3.2.
Design of project ......................................................................................................................... 10
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 timeslots 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 busy
schedules, 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 does
come 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, report
generator 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 objective

The 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 softwares but to provide us with a real life scenario and help
us 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

Pre-conditions
The 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
2.3.2. Change Individual Information
USE CASE #
USE CASE Name
Change Information
ACTOR
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
Descriptions
Other Comments
1. Click on Change button

2. Fill all information fields which is allowed
3. Click Save change
With each object, information fields are difference
2.3.3. Logout
USE CASE #
3
USE CASE Name
System Logout
ACTOR
Purpose
To logout
Input
Logout Action

Process
Escape from individual workspace
Output
Return presentation screen
Pre-conditions
Need Login before logout.
Descriptions
1. 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 dont 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
Pre-conditions
Descriptions
1. 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.
Pre-conditions
Descriptions

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.
Output
Pre-conditions
Descriptions

2. Change status of request
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.
Output
Pre-conditions
Descriptions
1. Select options to see request.

2. Select registered user to assign request.
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.
Output
Pre-conditions
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.
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 1
Application Tier
Tier 2
Database Tier
User Interface-GUI component. Make

Request. Format data on the Desktop.
Store and protect data. Process request from

Client
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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