Compleate Report

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CONTENT

CHAPTER

NO

NAME OF THE PARTICULAR PAGE NO

1.

INTRODUCTIN

1.1 Project Synopsis

1.2 Company Profile

1.3 Project over view

4-18

4-7

9-11

16-18

2.

SOFTWARE REQUIREMENT AND

SPECIFICATION

2.1 Introduction

2.2 Overall Description

2.3 Specific Requirements

2.4 Design Constraints

19-28

20-22

23-25

26-27

28

3.

SYSTEM DESIGN

3.1 Introduction

3.2 Applicable Document

3.3 Functional

Decomposition

3.4 Description of Program

3.5 Description of

Component

3.6 Feasibility Study

29-44

30-31

32

33

33-40

41-43

44

Alva’s College Moodbidri 1 2008-2009



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4.

DATA BASE DESIGN

4.1 Introduction

4.2 Entity Relationship

Diagram

4.3 S- Designer

4.4 Description of table

and field

47-58

46

47-49

50-53

54-58

5.

DETAILED DESIGN

5.1 Introduction

5.2 Applicable Document

5.3 Structure of Software

Package

5.4 Modular Description

Design

5.5 Detailed Design

59-71

60

60

60

61-64

64-71

6.

USER MAUAL

6.1 Scope

6.2 Operation Procedure

6.3 Invoking

6.4 Screen Shot

72-101

73

74-76

76

77-101

7. TEST CASES

7.1 Introduction

7.2 Testing

102-114

103

103-105




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7.3 Test Cases 106-112

8. BIBLIOGRAPHY 114




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CHAPTER -1

INTRODUCTION

Project synopsis

1.Title of the Project

Online Help Desk System

2. Objective of the Project

Online Helpdesk is expected to automate the process of problem logging and

also to provide statistical information for problem analysis. Hopefully with the

Online Helpdesk System, all technical problems are monitored, and escalated to

the proper channel. In addition, with the system the flow or process of handling

problems will become more systematic and documented.

3. Project Category

RDBMS – Web Based Project

4. Language(s) to be used

• S-DESIGNOR-As Data Modeling Tool

• HTML Web Page as Front End

•

Sybase SQL anywhere 5.0 as back end• Java server pages-as web based technology.

5. Structure of the program




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Analysis

Existing Technical Support:

The system is mainly developed for Information System MRPL.

Presently IS department of MRPL solves different technical problems of users by

partially computerized. The users will raise the complaints by mail to complaint

box through MRPL intranet or by phone call to Help Desk Administrator (HAD).

He documents it manually. Then he will assign the complaint to the technical

person (Engineer). Technical person will solve the problem.

Draw Backs:

1) Lack of collection of complaint details.

2) Difficult to prepare the analysis reports because of lack of information

3) Can not use technical support efficiently

Proposed System:-

The proposed system will provide some significant importance to the

management as well as the users of the system. With the online helpdesk:

• The new intranet based customer portal is developed to capture the

customer’s complaints online

• Time taken to complete users daily task will be shorten since the system will

be able to alert the technical staff in case of problem. Thus, it will be able to

reduce delays.

• Information and knowledge sharing among the users will become more

effective since users will be able to gather information such as complaint

status and the availability of the resources

• Management will be able to keep track of support provided by the ITTechnical support.

• Avoid unnecessary escalation and inappropriate resource allocation.

• Analysis can be easily done using this system to make major decisions

•




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Requirements Online Help Desk System:-

i) To develop a web based Online Helpdesk for ISD MRPL (InformationSystem Department). This system will be able to help users to automate the

process of

Problem logging to IT technical support via the web-based system.

ii) To enable management to measure problems resolved by IT technical

support to give

them a fair rating during KPI(Key Performance Indicator) review.

iii) To reduce turnaround time to complete problems logged by users.

iv) To produce different reports that are used during Analysis of the system to

make major decisions

6. Modules of Online Help Desk System:-

• Administrative task handling module

- In this module Super Administrator is responsible for creating new user

• Job allocation module

-In this module Help Desk Administrator allocate the calls to Service

Engineer

• Job service module

- In this module Service Engineer will review / update the status of the

call

• Analysis module




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-In this module Manager will generate business reports to make major

decisions about the system

• User Module

- In this module End User will raise the ticket/complaints.

7. Any other information :-

- The definition and maintenance of the database is done through the SYBASE

SQL user interface.

8. Future scope of the Project :-

-The scopes of the online helpdesk are such as:

1) The online helpdesk is developed mainly to support IS department MRPL and

will be used by different departments users.

2) To log technical problem such as hardware problem, unlock of password, etc.

3) To monitor and track all problems reported to the IT Technical Support.

4) To produce statistical and summarize information for the management. The data

provided will be used during KPI (Key Performance Indicator) review.




ONLINE HELP DESK

Company Profile

MRPL at Night Light




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1.2 COMPANY PROFILE:

MRPL A ISO 9001:2000 & ISO 14001:2004 CERTIFIED COMPANY :

Mangalore Refinery And Petrochemicals Limited(MRPL) is a state –of – art

refinery and subsidiary of Oil and Natural Gas Corporation Limited(ONGC).

Mangalore Refinery and Petrochemicals Limited (MRPL), an organization with

an asset base of over 7,000 cores .

Ownership

The ownership pattern of the company is as follows:

Oil and Natural Gas Corporation (ONGC) - - 72%

HPCL - - 16%

Equity with public and financial institutions - - 12%

Genesis of MRPL

The seeds of this project were sown in the year 1987 when HPCL were looking

for a partner in their venture to start a refinery. Among the many bidders for the

deal, Adithya Birla group was selected.




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History

Before acquisition by ONGC in March 2003, MRPL was a joint venture Oil

Refinery promoted by M/s Hindustan Petroleum Corporation Limited (HPCL), a

public sector company and M/s IRIL and associates (AV Birla Group). MRPL

was set up in 1988 with the initial processing capacity of 3.0 Million Metric tones

per annum that was later expanded to the present capacity of 9.69 Million Metric

tones per annum. The Refinery was conceived to maximize middle distillates,

with capability to process light to heavy and sour to sweet Crude with 24 to 46

API gravity. On 28th March 2003, ONGC acquire the total share holding of A.V.

Birla Group and further infused equity capital of Rs.600 cores thus making

MRPL a majority held subsidiary of ONGC. The lenders also agreed to the Debit

Restructuring Package (DRP) proposed by ONGC, which included, interlaid, and

conversion up to Rs 365 core of their loans into equity. Subsequently, ONGC has

required equity allotted to the lenders pursuant to DRP raising ONGC's holding

in MRPL to 71.62 percent. The implementation of DRP in March 2003 within 4

weeks of acquiring equity in MRPL by ONGC has changed the credit profile of

the company. ICRA has assigned A1+ rating (indicating highest safety) to the

Short Term Borrowing program of MRPL on a standalone basis.

Location of MRPL

The refinery is located in Dakshina Kannada district of Karnataka. It is at a

distance of 22 kms from Mangalore. The organization is spread over an area of




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about 1404 acres. The refinery was set up with the view to meet the needs of

Southern India. The choice of the location was based in the proximity to seaport,the New Mangalore Port Trust. The port is at a distance of 16 km from the site of

the company. The port has a dedicated, totally mechanized jetty for handling the

products of MRPL.

Vision and Mission of the Company

To be a world class refinery committed to

Environment Protection.

Safety of Employees and Society.

Quality Products and Services to Customers.

Capacity of MRPL

The work in the project started in the year 1992 and the first phase was

commissioned 1996, which had a processing capacity of 3 MMTPA (Million

Metric Ton Per Annum). The work in the second phase of the project started soon

after the commissioning of the first phase. The same was commissioned in the

year 1999, and had a processing capacity of 6.96 MMTPA. The total capacity of

the plant at present is 9.96 MMTPA (Million Metric Ton per Unit) and it will

have a gradual increase in the future.

Sourcing of raw Materials




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The raw material for the company is sourced mainly from Bombay High, Gulf

countries, Latin American countries and African countries. The raw material is brought to the port through bulk oil containers. The cargo unloaded at the port is

directly pumped to the storage tanks of the company through a pipeline that is

approximately 16 kms in length. The raw material so stored is again pumped to

the different units as per production schedule. The finished products are also

pumped to the respective storage tanks.

Role of Information Systems Department in MRPL

The information System department was started with a mission to

develop, maintain and upgrade information systems by optimum utilization of

overall

Corporate information resources in a systematic manner to achieve and

strengthen overall business objectives, setup function-wise selection for software

and hardware.

Information systems function takes care of hardware and software

requirements of the system functions, consisting of online multi-user

computerization of the refinery.

It prepares guidelines and implementation policies in the areas of

integrated functional system, authentic software, standardization networking,

office automation system, benchmark, people and technology, commercial

functions etc. it looks after system study, system development, implementation,

database administration etc.




ONLINE HELP DESK

FIREWALL SERVER: Check Point 2000

INTERNET WEB SERVER: Apache Web Server

DNS SERVER: To translate host names to numerical Internet

Protocol addresses.

ANTIVIRUS SERVER: For detection and deletion of viruses.

RAS SERVER: For remote accessing of network using modem.

DATA ACQUISITION SERVER: Running under ORACLE-NT

Environment.

INTRUSION DETECTION SERVER: Information Systems Department

was started with a mission to develop, maintain, and upgrade information

systems by optimum utilization of overall corporate information resources in a

systematic manner to achieve and strengthen overall business objective, setup

function-wise selection/ policies for software and hardware.

It prepares guidelines and implement policies in the areas of

integrated functional system, authentic software, standardization, networking,

office automation system, benchmark, people and technology and commercial

functions etc., It looks after System study, System development, implementation,

database administration etc.




ONLINE HELP DESK

Information system department caters to the information requirements of the

Plant and its offices. It has to its credit of developing an in-house. Integrated ERPSolution covering both the Commercial Area and the Plant Area. It integrates the

various activities of Oil Accounting, Payroll, Finance, Purchase, Materials, Plant

Maintenance, Human Resource and Attendance Recording.

These Systems were developed in HTML web page as Front-end development tool

and Sybase SQL as Back-end Database Server.

We have around 700 PCs, 10 servers and 400 printers distributed

across the refinery and offices in Mumbai, Bangalore and Delhi. Almost all these

PCs are connected through internal network. We have our own Mailing Server,

which receives and distributes all the mails of individual users.

1.3 PROJECT OVER VIEW:

Computers and computer applications are finding its voyage to each and

every field of mankind. Data and information are the primary necessities in the

field of information technology. The manipulation and utilization of these data in




ONLINE HELP DESK

These entire IT infrastructures are being maintained through Annual

Maintenance Contract (AMC) by deploying in house resident service engineers.

Online Help Desk System will provide a web-based environment to all

those system users. MRPL users will login to Online Help Desk System. User

will register his service call ticket detail such as PC/Printer number, user phone

no etc. Help Desk Personal (HAD) is responsible for assigning the complaint to

IT Technical Engineers. IT Technical Engineers solve the problem and enters

ticket closing details. Administrator is responsible for create and maintain the

users. Manager uses this system to make administrative decisions.

1.2.2 Advantages of the Project:

The main advantage of this project is:-

• The new intranet based customer portal is developed to capture

The customer’s complaints online

• Time taken to complete users daily task will be shorten since

the system will be able to alert the technical staff in case of

problem. Thus, it will be able to reduce delays.

• Information and knowledge sharing among the users will

become more effective since users will be able to gather

information such as complaint status and the availability of the

resources




ONLINE HELP DESK

• Management will be able to keep track of support provided by

the IT Technical support.

• Avoid unnecessary escalation and inappropriate resource

allocation.

• Analysis can be easily done using this system to make major

decisions

1.2.3 Features Of the Project:

Flexibility :- All the users of the system can easily navigate the and get the

necessary information about their complaints.

Timeless :-This system carries out al the operations with consumption of vey less

time.

Security :- Security of the system is maintained by giving access to only

authenticated users. Authentication of the user is achieved through his user id and

password




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Chapter - 2

SOFTWARE REQUIRE MENT

AND SPECIFICATION

2. 1 Introduction:-

Computers and computer applications are finding its voyage to each and

every field of mankind. Data and information are the primary necessities in the

field of information technology. The manipulation and utilization of these data in




ONLINE HELP DESK

2.1.3 Definitions, Acronyms, Abbreviations:-

JSP: Java Server Pages

GUI: Graphical User Interface

MDI: Multiple Document Interface

OC4J: Oracle Container for J2EE

J2EE: Java2 Enterprise Edition

JVM: Java Virtual Machine

CDM: Conceptual Data Model

2.1.4 Reference:-

AN INTEGRATED APPROACH TO SOFTWARE ENGINEERING

- By Pankaj Jalote

JAVA PROGRAMMING

- By E Balaguru Swamy




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THE COMPLETE REFENCE JSP

- By Phil Hanna

2.1.5 Web site referred:-

www.google.com

www.mrplindia.com

www.sybase.com

www.oracle.com

2.1.6 Developer’s Responsibilities Overview:-

The developer is responsible for:

Developing the system.

Installing the software on the client’s hardware.

Maintaining the system for a period of one month after installation.

2.2.Over all description:

2.2.1 Product Perspective


http://opt/scribd/conversion/tmp/scratch6605/www.google.com

http://www.mrplindia.com/

http://www.sybase.com/

http://www.oracle.com/

http://opt/scribd/conversion/tmp/scratch6605/www.google.com



http://www.oracle.com/



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Product perspective is essentially the relationship of the product to

other products; defining if possible the product is independent or is a partof the larger product, and what the principle interfaces of the product are.

The product, Online Help Desk System is an independent

product. It does not depend on any other product or system.

2.2.2 Product Function :

In MRPL Information System Department plays a very crucial role of

implementing around 700 personal desktops, 300 printers all are connected

through local area network and wide area network in other branch offices at

Mumbai ,Delhi and Bangalore.

These entire IT infrastructures are being maintained through Annual

Maintenance Contract (AMC) by deploying in house resident service engineers.

Online Help Desk System will provide a web-based environment to all

those system users. MRPL users will login to Online Help Desk System. User

will register his service call ticket detail such as PC/Printer number, user phone

no etc. Help Desk Personal (HAD) is responsible for assigning the complaint to

IT Technical Engineers. IT Technical Engineers solve the problem and enters

ticket closing details. Administrator is responsible for create and maintain the

users. Manager uses this system to make administrative decisions.

2.2.4 User Characteristics:




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This has a user-friendly interface. The user of the system includes

all computer users in MRPL. The user will have some basic knowledge of computer and its function. It is built in such a way that we can operate this

software by clicking and entering values.

2.2.5 Advantages of the project:

The main advantage of this project is:-

• The new intranet based customer portal is developed to capture

The customer’s complaints online

• Time taken to complete users daily task will be shorten since

the system will be able to alert the technical staff in case of problem.

Thus, it will be able to reduce delays.

• Information and knowledge sharing among the users will

become more effective since users will be able to gather

information such as complaint status and the availability of the

resources

• Management will be able to keep track of support provided by

the IT Technical support.

• Avoid unnecessary escalation and inappropriate resource

allocation.




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2.3.4 Performance Requirements:

This part of an SRS specifies the performance Constraints on the

software system. All the requirements relating to the performance

characteristics of the system must be clearly specified .There are two

performance requirements: Static and Dynamic

Static Requirements are those that do not impose constraint on the

execution characteristics of the system. These include requirements like

the number of terminals to be supported, the number of simultaneous

users to be supported, and the number of files that the system has to

process and their sizes.

Dynamic requirements specify constraints on the execution

behavior of the system. These typically include response time and

Throughput constraints on the system.

2.4 Design Constraints:

2.4.1Software Constraints:




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The system is expected to run under Windows Operating System.

The PC should support Java Server Pages (JSP) and System SQLSoftware.

2.4.2Hardware Constraints:

The system will run on a PC minimum RAM 256 MB and disk

capacity 40GB.




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CHAPTER - 3

SYSTEM DESIGN

3.1.1. Introduction:

• System analysis:

System analysis is the application of the system

approach to the problem solving using computers. Analyst

must consider its elements-output and inputs processors,




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3.1.2Advantages of the Proposed System:

1) Flexibility :- User can alter the details for future without

much change in the coding procedure.

2) Optimization :- Since application server manages database

connections, database server usage is optimized.

3)Timelines:- System carries out all operations with consumption

of very less time.

4) Reliability:-Validation is done so that an error message is

displayed if entry is wrong.

5) Availability:-User can obtain data through the web pages that is by

browsing

3.2. Applicable Documents:

Applicable documents are SRS and Database design.

System design refers requirements specified in SRS and data

specified in Database design.




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3.3. Functional Decomposition:

The users of the system are categorized into 5 main modules-

• Administrator module

- In this module Super Administrator is responsible for creating new

user, system, and FAQ. He is also responsible for update the same.


- In this module Help Desk Administrator allocate the calls to ServiceEngineer


- In this module Service Engineer will review / update the status of

the call

• Analysis module

- In this module Manager will generate business reports to make major

decisions about the system

• User Module

- In this module End User will raise the ticket/complaints.

3.4.1 Description of Programs:

Data Flow Diagram(DFD)

The Data Flow Diagram describes the flow of data, with the help of

various levels in a crystal clear way.




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The DFD serves two purposes:

o To provide an indication of flow data are transformed as they

move

through the system.

o To depict the functions that transforms the data flow.

It provides additional information that is used during the

analysis of the information domain and serves as a basis for the

modeling function. The DFD is also known as a Data Flow Graph or

Bubble Chart.

The DFD may be also used to represent a system or software at

any level of abstraction. In fact DFD may be partitioned into levels

that represent increasing information flow and functions details.

Therefore the DFD provides a mechanism for functional modeling as

well as information flow modeling.

A level 0 DFD also called a fundamental system model or a

context model represents the entire software element as a single

bubble with input and output data indicated incoming and outgoing

arrows, respectively. Additional processes(bubbles)and information

flow paths are represented as the level 0 DFD is partitioned into reveal

more Interconnecting arrows. Each of the processes represented at




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3.4.2.2) Level 1 DFD for User:-

3.4.2.3) Level 2 for User:-


Data base

Fig : Context Flow Diagram (CFD,

level -0)

USER

Log in

1.1.0

Invalid Log in

Ticketing

1.2.0

Ticketin

g

1.2.0

USE

Ticket info

Log in info

Vali

Ticket

info

Raise

Ticket

1.2.1

Ticket info

Raise

Ticket Data

View FAQ

1.2.3

View

FAQ



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3.4.2.4) Level 1for Administrative Module:-


View

Ticket

1.2.2

USERTicket Data

Ticket info

View Ticket info

Administrat

or

Log in

2.1.0

Invalid Log in

Maintain

User/Syst

em

2.2.0

Administrat

User/System info

Log ininfo

Vali

User/System info

Ticket Data



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In this module Service Engineer will review / update the

status of the service call

Outputs:

All the information is stored in the corresponding

database table

3.5.4) Analysis module

Inputs:

Service Call Type,

Process Definition:

In this module Manager will generate business reports to

make major decisions about the system

Outputs:

All the corresponding information is retrieved from the

data base table and presented in the GUI interface.

3.5.4) User Module

Inputs: Employ ID, Contact Person, Phone no, Service Call Info,

Service Call Type, Date & Time.

Process Definition:




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Creat

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Dpt_Co

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T_no

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Refer

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Upda

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P_Cod

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Represents the physical organization of the data in a graphical

format.

Generate database creation and modification scripts.

Generate extended Attributes.

CDM:-




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This includes the specification of the table structure, which makes us

to understand the internal logic of the system tables are described with their

field names, data types, table constraints ,description of the each field etc.

Table Name: Employ

FIELD

NAME

TYPE CONSTRAINTS FIELD

DESCRIPTION

emp_code integer Primary Key Employ Code

emp_name varchar(25) Not Null Employ Name

password varchar(10) Not Null Password

emp_type char(1) Not Null Employ Type

emp_dob date Not Null Data of Birth

emp_desig varchar(20) Not Null EmployDesignation

add1 varchar(50) Not Null Address1

add2 varchar(50) Address2

city varchar(20) Not Null City

pincode

Varchar()

Not Null Pincode




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NAME DESCRIPTION

maker varchar(25) Not Null System Maker

model varchar(25) Not Null System Model

sl_no varchar(25) Primary Key System Serial No

os_type varchar(25) Not null System OS type

status varchar(25) Not null System Status

Master Table

FIELD

NAME

TYPE CONSTRAINTS FIELD

DESCRIPTION

tno integer Not Null Service Call No

raisedby varchar(15) Not Null Call Raised By

handeledby varchar(15) Primary Key Call Handled By

year varchar(4) Not null Year

emp_code integer Foreign Key

reference to

employ

Employ Code




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Detail Table

FIELDNAME

TYPE CONSTRAINTS FIELDDESCRIPTION

preport varchar(200) S.C. Problem

Reported

pobserved varchar(2000) Not Null S. Call. Problem

Observed

action varchar(50) Action Taken For

Call

t_no Integer Primary Key Service Call No

year varchar(4) Primary Key Year

p_code varchar(10) Foreign Key

reference to

Problem table

Problem Code




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CHAPTER - 5

DETAILED DESIGN

5.1 Introduction:

Detailed design dictates the detailed specification of the modules.

That means, it describes what each module does in its natural language.

Detailed design where in the internal logic of every module is described in

detail.

5.2 Applicable Document:




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System Requirements and specification

System Design

Database design

5.3 Structure of Software Package:

The functional Components of the software package are:

• Login module

• Administrator module



• Analysis module

• User Module

5.4 Modular Description of Components:-

5.4.1. Login Module

5.4.1.1 Design Assumptions

System should not allow invalid users.

5.4.1.2 Identification of the Module




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This module is used to authenticate user before letting him to access

the software. In this form user has to enter username and password to

access the software. Software check whether the username exists or not. If

the user exists it permits to access software only when the password entered

is valid.

5.4.2 Administrative Module

5.4.2.1 Design assumptions

Creation, Deletion, and Maintains of user is done only by super

user (administrator).

5.4.2.2 Identification of the Module

Administrator is the main authority person to create ,maintain , as

well as delete the user of the system and also he can add new case

definition of the problem.

5.4.2.3 Structure chart showing the hierarchy of modules:


Administrator Module

Maintain users Maintain ProblemMaintain System



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Appropriated message will be displayed

5.5.2 Module design of Administrative components:-

5.5.2.1 Maintain Users:

Inputs:

-Employ Code Name

- Department

-Type of user

-Personal information.

Procedural details (structured chart): -


Administrator

Maintain Maintain System

Add

Updat

DeleteView

Add

UpdatDelete

View

Maintain FAQ



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CHAPTER - 6

USERMANUAL

6.1 Scope:

6.1.1 Identification:

Title: User’s Manual for “ONLINE HELP DESK” Software.

6.1.2 Scope:




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Sybase SQL Anywhere is an RDBMS. RDBMS stands for relational

database management system. An RDBMS is a computer program which

provides the user the facility to store and retrieve the data in a manner

consistent with a defined model, called the relational model.

Sybase SQL Anywhere is a complete client/server DBMS that ships

with Visual Basic. SQL Anywhere is a standard database and also has a multi

user SQL network server. The standard SQL anywhere is available for

Windows 3.x, Windows NT, OS/2, a. It is very simple to use.

How to set a Data Source Name(DSN):

1) Open control panel

2) Open ODBC Connection

3) Then Click Add

4) Select the Sybase SQL Anywhere and give the username as dba and

password sql

5) Select the database file of the project and then click OK

FEATURES:

The SQL Anywhere database includes cascading updates and deletes;

Bi-directional, scrollable, updateable cursors and updateable multi-table

views.

SQL Anywhere includes extensive data type conversion. Data type can

be compared with or used in any expression with all other data types.

It supports entity and referential integrity, which is specified in theCREATE TABLE and ALTER TABLE commands.




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SQL Anywhere database can be up to 12TB (Tera bytes), each table

can be up to 1024 GB (Giga Bytes) in size, with a potential 999 columns.

The SQL Anywhere database structure is easy to visualize and

understand. It has the ability to create any number of temporary relationships

between tables. Sybase provides the database access language called SQL,

which stands for Structured Query Language. SQL is English like language,

which is used to store and retrieve data from database. This language is non-

procedural.

6.3 Invoking:

The Online Help Desk Administration module invoked by writing

the URL name using the internet explorer or mozilla firefox.

http://localhost:8888/HD/Homepage.html

The User module is also invoked by writing the URL name using

the internet explorer or Mozilla Firefox.

http://localhost:8888/HD/Homepage.html

SCREEN SHOTS




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This is the Home Page of MRPL Online Help Desk System. The home

page has the link to Login ,About the System, Contact and Frequently Asked

Questions.




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In this page all the employs list will be displayed and

Administrator has to select the link to update the user profile. In the update screen

administrator can update all the values except user id




ONLINE HELP DESK

In this page Administrator has to supply the new System information

that are to be installed in MRPL




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This is the form to raise the Software complaints. All the fields should be

entered




ONLINE HELP DESK

The user can also visit this page to solve their problem by themselves




ONLINE HELP DESK

JOB ALLOCATION MODULE

In this page Help Desk Personal Can assign the raised Service

Call to the in house Service Call engineer.




ONLINE HELP DESK

In this page Help Desk Personal will assign the Service Call to the

Service Engineer displayed in the list.




ONLINE HELP DESK

Help Desk Personal also having power to delete the unwanted service calls

JOB SERVICE MODULE




ONLINE HELP DESK

From this page Service Call Engineer can view the new calls assigned and other

call information also.




ONLINE HELP DESK

In this page Service Call Engineer will select the calls that their status

to be updated




ONLINE HELP DESK

In this page Service call status will be updated to appropriate Status

ANALYSIS MODULE




ONLINE HELP DESK

This page will display the month wise no of calls, if you want detail then you can

also view the details of calls




ONLINE HELP DESK

This page provide the link, to generate status wise call reports




ONLINE HELP DESK

This will give the count of how many complaints are raised in each category




ONLINE HELP DESK

For Monthly report User has to select the year in which the report is needed




ONLINE HELP DESK

CHAPTER - 7

TESTING AND IMPLEMENTATION




ONLINE HELP DESK

100 percent accuracy. Therefore all that can be done is to put the system

through a “Fail Test” cycle –determine what will make it fail. A successful,

then is one that finds errors.

7.2.1 The various types of testing on the system are:

Unit testing

Integrated testing

Validation testing

Output testing

User acceptance testing

7.2.2 Unit testing

In unit testing different modules or the components are tested

individually

7.2.3 Integration Testing

Data can be lost across an interface one module can have an

adverse effect on another’s sub functions, when combined may not

produce the desired major function; global data structures can present

problems. Integration testing is a symmetric technique for constructing

tests to uncover errors associated with the interface. All modules are

combined in this testing step. Then the entire program was tested as a

whole.

7.2.4 System Testing




ONLINE HELP DESK

In the system testing, whole system is tested against the system

requirement to see if the entire requirement is met and if system

performs as specified by the requirement.

7.2.5 Validation Testing

At the culmination of the integration testing, the software was

completely assembled as a package, interfacing errors have been

uncovered and corrected and a final series of software validation testing

began. Here we test the system in a manner that can be reasonably

expected by the customer, the system was tested against system

requirement specification.

7.2.6 Output Testing

After performing validation test the next phase is output

test of the system, since no system could be useful if it does not produce

the desired output in desired format. By considering the format of the

report/output, output/report is generated or displayed and is tested. Here

output format is considered in two ways: one is the screen and other is

on printed form.

7.2.7 User Acceptance Testing

User acceptance test of a system is the factor for the success of

the system. The system under consideration was listed for user

acceptance by keeping constant touch with the perspective user of the

system at the time of design, development and making changes whenever

required.




ONLINE HELP DESK

7.3 TEST CASES:

1. UNIT TESTING:- Every individual module in the application is tested.

• UNIT: Login module

SL.NO TESTINPUT

TESTCONDITON

EXPECTED

OUTPUT

RESULT

1. User name Employ can enter

into the system by

using user name

assigned to each

user

If user name is

wrong

corresponding

message is

displayed

Successfu

l

2. Password Employ has supply

the password and its

length should not be

greater than 10

If password is

wrong

corresponding

message is

displayed

Successful




ONLINE HELP DESK

• UNIT: Administrative Module- New user creation

SL.NO TEST

INPUT

TEST

CONDITON

EXPECTED

OUTPUT

RESULT

1. Employ ID Employ ID should

be unique for each

employ

If employ id is not

unique proper

massage is

displayed.

Successful

Employ

Name

Employ name

should not contain

numbers and

special characters

If employ name

contains number

and special

characters error

message is

displayed

Successful

Password By default employ

id is the password

If not error

message is

displayed

Successful

4. User type It should be

selected from the

list

If not error

massage is

displayed

Successful

5. Employ Dateof birth

Date should be inthe yyyy-mm-dd

format

If not error massage is

displayed

Successful

6. Employ

Designation

It should not be

empty

If empty error

message is

Successful




ONLINE HELP DESK

displayed

7. Employdepartment

code

It should beselected from the

list

If not proper massage is

displayed

Successful

8. Address 1 Should not empty If empty proper

error massage is

displayed

Successful

9. Address 2 Should not empty If empty proper

error massage isdisplayed

Successful

10. City Should not empty If empty proper

error massage is

displayed

Successful

11. Pincode Should be number

& length should be

equal to 6

If not a number

proper error

massage is

displayed

Successful




ONLINE HELP DESK

• UNIT: Administrative Module- New system creation

SL.NO TEST

INPUT

TEST

CONDITON

EXPECTED

OUTPUT

RESULT

1.Maker Should not be

empty

If empty proper error

massage is displayed

Successful

2. Model Should not be

empty



Successful

3. Serial No. Should not be

empty



Successful

4. Operating

System

type

Should be

selected from

the list

If not selected proper

error massage is

displayed

Successful

5. Status Should be

selected from

the list


error massage is

displayed

Successful

6. System

department

code

Should be

selected from

the list


error massage is

displayed

Successful




ONLINE HELP DESK

• UNIT: Administrative Module

- Update user information

SL.NO

.

TEST

INPUT

TEST

CONDITON

EXPECTED

OUTPUT

RESULT

1. All fields As all conditions

when new user is

created

Any mandatory

field is not

entered an error

message is

displayed

Successful

• UNIT: Administrative Module

- Update system information

SL.NO

.

TEST

INPUT

TEST

CONDITON

EXPECTED

OUTPUT

RESULT

1. All fields As all conditions

when new

system is created

Any mandatory

field is not

entered an error

message is

Successful




ONLINE HELP DESK

displayed

• UNIT: Job Allocation Module

SL.NO TEST

INPUT

TEST

CONDITON

EXPECTED

OUTPUT

RESULT

1. Assign job

to Service

Engineer

User has to

select the name

from the list

If not selected

proper error

massage is

displayed

Successful

• UNIT: Analysis Module

- Date wise report

SL.N

O

TEST

INPUT

TEST

CONDITON

EXPECTED

OUTPUT

RESULT

1. From

date

User has to select

the from date from

the calendar


error massage is

displayed

Successfu

l




ONLINE HELP DESK

2. To date User has to select

the to date from

the calendar


error massage is

displayed

Successfu

l

• UNIT: Analysis Module - Monthly report

SL.

NO

TEST

INPUT

TEST

CONDITON

EXPECTED

OUTPUT

RESULT

1. Year User has to select

the year from the

list

If not selected

proper error

massage is

displayed

Successful

UNIT: User Module

SL.NO TEST

INPUT

TEST

CONDITON

EXPECTED

OUTPUT

RESULT

1. Raise Date Should be in the

format yyyy-mm-

dd

If not an error

message is

displayed

Successful

2. Type of

problem

Should be selected

from the list

If not selected

error message is

displayed

Successful

3. Device no Should be selectedfrom the device no

list

If not selectederror message is

displayed

Successful

4. Problem Should be filled If not filled Successful




ONLINE HELP DESK

descriptio

n

by the user corresponding

error message is

displayed




ONLINE HELP DESK

CHAPTER - 8

BIBLIOGRAPHY

The following books were referred during the development of the project:

AN INTRODUCTION TO SOFTWARE ENGINEERING

- By Pankaj Jalot

THE COMPLETE REFERENCE JSP 2.0

- By Phil Hanna

DATA BASE MANAGEMENT SYSTEM

- By Ramez Elmasri

- Durvasula V.L.N. Somayajulu

- Shamkanth B. Navathe

- Shyam K Gupta

JAVA PROGRAMMING

- Balaguruswami

Sites referred are:

www.w3schools.com

www.google.com


http://www.w3schools.com/

http://www.google.com/

http://www.w3schools.com/

http://www.google.com/



ONLINE HELP DESK

www.mrplindia.com

www.sybase.com





Compleate Report

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