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VisionTech Help Desk

A Project Report

On

V i s i o n Te c h H e l p D e s k

Under the Guidance of

Mr. Ramesh V Desai

A project report submitted in partial fulfillment of the requirement

For the award of the degree of

MCA

Of SIKKIM MANIPAL UNIVERSITY, INDIA

Submitted By:

Name: Rohith N.

Roll No: 581125191

Course: MCA

Semester: 6th

Centre:

3E India 1596

B.T.M Layout, Bangalore

(Sikkim Manipal University Study Centre)

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ACKNOWLEDGEMENT

The project work is always an outcome of team effort. Besides my effort, I

would neither instigate nor accomplish this project to such a great extend

and without the help and guidance of the faculty and staff members. So I

am very much thankful to all of them for their kind cooperation and their

efforts and dedication that made me complete this project successfully.

This acknowledgment would be incomplete if we failed to thankthe faculty

of the computer science department who has alwaysprovided us with

encouragement and their valuable support.

We alsothank our friends and well-wishers who supported and encouraged

usalways, we would like to thank each and every one of this person

whohelped us in this endeavor called tech pro Services.

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BONAFIDE CERTIFICATE

Certified that this Project Report titled

Vision Tech Help Desk

is the bonafied work of Rohith Nwho carried out the project work

under my supervision.

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EXAMINER CERTIFICATION

This Project report ofRohith NEntitledVision Tech Help Deskisapproved and acceptable in Quality and Form.

Internal Examiner External Examiner

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TABLE OF CONTENTS

Contents:

1. Introduction

2. System Requirements Specification

3. Literature Survey

4. System Analysis

5. System Design

6. E-R Diagram

7. Dataflow Diagram

8. System Testing

9. Screen Shots

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INTRODUCTION

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1. Introduction:

. VisionTech provides services (providing computers, softwares, network

support, etc)to its clients. VisionTech consists of an e-commerce helpdesk. The

ecommerce application is used by VisionTech clients/customer to buy products online.

And the service are completed in time by the field engineer, the customer as provides the

separate login which they can login and they can order the problem through compliant,

and the compliant is go through by the manager and assign the job to the field engineer.

The field engineers see the reports and update the compliant before going to the

field work. And after the completion of the service within the time and field engineer

update status of the compliant as completed.Once the compliant is complete the manager see the report if the status is

completed, then compliant is delete by the manager. The manager only has the rights to

delete the compliant.

The admin has the rights to get contracts with the company and bond is signed

for the years to provide service. Admin has also had the rights to delete the account

creation, and admin can only create the account for manger .field engineer and customer

to login into the VisionTech help desk. Admin can edit the user account and to delete the

login account. The customer can provide the update service of the profile of the

customer who has requested for update profile. Those who have forgot the password and

ask for the password ,and the password is mailed to the e-mail id of the customer.

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System Requirements Specification

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System Requirements Specification

2.1 Objective:

The main objective of this project is to design, develop and

implements the Helpdesk procurement system that would allow their business users

to register the services. The work will be assigned to the field engineers. This

system will provide information to the users, field engineers and administrator.

2.2 Purpose:

This System delivers the reports to the field engineer. Reports are generated

based on the dynamic business requirements and it also facilitates users to keep

track of their service. Manager can assign a job to field engineer and the field

engineer must completed the job with in the time and should update the workoder

list.

2.3 Scope:

The scope of the project is to design, develop and implement VisionTech

Helpdesk Procurement system for customer, which provides the solution for

Hardware and Software problems.

2.4 Overview:

The VisionTech helpdesk procurement system is an web portal that

provides services to the customers of VisionTech. The customer can login and enter

the details of product that has been sold by the VisionTech group of companies. This

portal has three main modules

Authentication

Administration

Work Order Management

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Authentication module has different authentication based on the

Users, field engineers, admin . Authentication provides user-based login and the

interface has been given based on the type of user.

Administration in VisionTech helpdesk procurement system provides

the features to manager who can assign jobs to the field engineers and can view the

reports of the various services provided to the users. Administration has additional

features of closing the logs that has been created and keeps track of the activities

done by various field engineers.

Work Order Management module gives the reports and analysis to the

manager. Manager can do management of assigned jobs and keep track of the

users, who have to be serviced. This module provides the management of the tasks

allotted to various field engineers.

2.5 Functional requirements:

Some of the key functional requirements of the proposed systems are outlined

below:

To provide services to the user

To meet the querying, reporting and servicing the requirements for

customers and system handlers of the help desk.

To facilitate effective decision making by allocating work flow management

to the particular field engineers.

To discover the trends and potential opportunities in supporting the client

requirements.

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2.7 Software Interface:

Name of the Soft ware Version

Operating System Windows 2000

Database Server MySql 5.0

Web Server Jakarta Tomcat 5.0

Programming Language Java 1.5.0

2.8 Hardware Interface:

Client:

Name of the Hard ware Capacity/Size

Processor Intel Pentium-1V (1.80 GHz)

Hard disk 10 GB

RAM 256 MB

Server:

Name of the Hard ware Capacity/Size

Processor Intel Pentium-1V (1.80 GHz)

Hard disk 10 GB

RAM 256 MB

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Literature Survey

3.1 Tools & Technologies Used:

3.1.1Java Servlets:

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Servlets are the Java platform technology of choice for extending and enhancing

Web servers. Servlets provide a component-based, platform-independent method for

building Web-based applications, without the performance limitations of CGI programs.

And unlike proprietary server extension mechanisms (such as the Netscape Server API

or Apache modules), Servlets are server and platform-independent. This leaves us free to

select a "best of breed" strategy for our servers, platforms, and tools.

Servlets have access to the entire family of Java APIs, including the JDBC API

to access enterprise databases. Servlets can also access a library of HTTP-specific calls

and receive all the benefits of the mature Java language, including portability,

performance, reusability, and crash protection. Today Servlets are a popular choice for

building interactive Web applications. Third-party Servlets containers are available for

Apache Web Server, Microsoft IIS, and others. Servlet containers are usually a

component of Web and application servers, such as BEA WebLogic Application Server,

IBM WebSphere, Sun Java System Web Server, Sun Java System Application Server,

and others.

A Servlet is a web component, managed by a container that generates dynamic

content. Servlets are small, platform independent Java classes compiled to an

architecture neutral byte code that can be loaded dynamically into and run by a web

server. Servlets interact with web clients via a request response paradigm implementedby the Servlet container. This request-response model is based on the behavior of the

Hyper text Transfer Protocol (HTTP).

The Servlet container, in conjunction with a web server or application server,

provides the network services over which requests and responses are set, decodes MIME

based requests, and formats MIME based responses. A Servlet container also contains

and manages Servlets through their lifecycle. A Servlet container can either be built into

a host web server or installed as an add-on component to a Web Server via that servers

native extension API. Servlet Containers can also be built into or possibly installed into

web-enabled Application Servers. All Servlet containers must support HTTP as a

protocol for requests and responses, but may also support other request / response based

protocols such as HTTPS (HTTP over SSL). The minimum required version of the

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HTTP specification that a container must implement is HTTP/1.0. It is strongly

suggested that containers implement the HTTP/1.1 specification as well.

A Servlet Container may place security restrictions on the environment that a

Servlet can executed In a Java 2 Platform Standard Edition 1.2 (J2SE) or Java 2

Platform Enterprise Edition 1.3 (J2EE) environment, these restrictions should be placed

using the permission architecture defined by Java 2 Platform. For example, high end

application servers may limit certain action, such as the creation of a Thread object, to

insure that other components of the container are not negatively impacted.

3.1.2 Java Server Pages

Java Server Pages is a technology that allows Web pages to be created

dynamically from the Web Server so that the page content can be varied according to

circumstances.

This can be used, for instance, to provide custom pages according to the identity

of the user, the type of web browser they are using, information they have provided or

selections they have made.

JSP documents are written in plain text and have a .jsp file extension. They use

tags, like those in HTML or XML, to denote JSP elements.

A JSP element is used to dynamically insert content into a page. It can be used

for many purposes, such as getting information from a database or retrieving user

preferences.

JSP elements can contain scriptlets, written in Java programming language, to

provide the logic to determine which content should be generated for a Web page.

Alternatively the logic can reside in a server-based resource, such as a Java Bean

component, that can be accessed by a JSP tag to generate the content of a page.The separation of logic from other content is a particularly appealing feature of

JSP as it makes page maintenance simpler.

Like the Java Servlet technology from which it is derived, Java Server Pages is

completely platform-independent so requires no modifications to run on any platform. It

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shares the Write Once, Run Anywhere philosophy that is common to all Java

technologies.

Java Server Pages is an important part of Suns Java 2 Enterprise Edition

Platform that provides a highly scalable architecture for enterprise applications.

Advantages of JSP:

* Write Once, Run Anywhere properties

* Separation of dynamic and static content

* Support for Scripting and Actions

* Splitting up Presentation and Implementation

Java Server Pages technology is the Java technology in the J2EE platform

for building applications containing dynamic Web content such as HTML, DHTML,

XHTML and XML. The Java Server Pages technology enables the authoring of Web

pages that create dynamic content easily but with maximum power and flexibility.

The Java Server Pages technology provides a textual description for the creation

of a response from a request.

Template Data

Substantial portions of dynamic content are actually fixed. The JSP technology

allow for the natural manipulation of this data.

Addition of Dynamic Data

The JSP technology allows the addition of dynamic data to the template data in a

way that is simple yet powerful.

Encapsulation of Functionality

The JSP technology provides two related mechanisms for the encapsulation of

functionality: the standard Java Beans component architecture and the tag library

mechanism.

Good Tool Support

The JSP technology has features that enable the creation of good authoring tools.

The result is a flexible and powerful server-side technology.

Benefits of JSP

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Write Once, Run Anywhere properties

The Java Server Pages technology is platform independent, both in its dynamic

Web pages, Web servers, and its underlying server components. You can author JSP

pages on any platform, run them on any Web server or Web enabled application server,

and access them from any Web browser.

High quality tool support

The Write Once, Run Anywhere properties of JSP allows the user to choose

best-of-breedtools. Additionally, an explicit goal of the Java Server Pages design is to

enable the creation of high quality portable tools.

Separation of Roles

JSP supports the separation of roles: developers write components that interact

with server-side objects.

Reuse of components and tag libraries

The Java Server Pages technology emphasizes the use of reusable components

such as Java Beans components, Enterprise Java Beans components and tag

libraries.

Separation of dynamic and static content

The Java Server Pages technology enables the separation of static content from

dynamic content that is inserted into the static template.

Support for scripting and actions

The Java Server Pages technology supports scripting elements as well as

actions. Actions permit the encapsulation of useful functionality in a convenient

form that can also be

3.1.3 Tomcat

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The Tomcat server is a Java based Web Application container that was created to

run Servlets and Java Server Pages (JSP) in Web applications. Tomcat is the Servlet

container that is used in the official Reference Implementation for the Java Servlet and

Java Server Pages technologies. Tomcat is developed in an open and participatory

environment and released under the Apache Software License. Tomcat is intended to be

a collaboration of the best-of-breed developers from around the world. Tomcat 5

implements the Servlet 2.4 and Java Server Pages 2.0 specifications from the Java

Community Process, and includes many additional features that make it a useful

platform for developing and deploying web applications and web services.

3.1.4 MySQL

The MySQL database server is probably the world's most popular open source

database software, with more than five million active installations as of September 2004.

The database server software from MySQL is available under a "dual licensing"

model. Under this model, users may choose to use MySQL products under the free

software/open source GNU General Public License (commonly known as the "GPL") or

under a commercial license.

Viewing tip

You may find it useful to open another copy of this lesson in a separate browser

window. That will make it easier for you to scroll back and forth among the different

listings and figures while you are reading about them.

3.1.5 JAVASCRIPT

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JavaScript is a script-based programming language that was developed by

Netscape Communication Corporation. JavaScript was originally called Live Script and

renamed as JavaScript to indicate its relationship with Java. JavaScript supports the

development of both client and server components of Web-based applications. On the

client side, it can be used to write programs that are executed by a Web browser within

the context of a Web page. On the server side, it can be used to write Web server

programs that can process information submitted by a Web browser and then updates the

browsers display accordinglyEven though JavaScript supports both client and server

Web programming, we prefer JavaScript at Client side programming since most of the

browsers supports it. JavaScript is almost as easy to learn as HTML, and JavaScript

statements can be included in HTML documents by enclosing the statements between a

pair of scripting tags

...

JavaScript statements

Here are a few things we can do with JavaScript :

Validate the contents of a form and make calculations.

Add scrolling or changing messages to the Browsers status line.

Animate images or rotate images that change when we move the mouse

over them.

Detect the browser in use and display different content for different

browsers.

Detect installed plug-ins and notify the user if a plug-in is required.

We can do much more with JavaScript, including creating entire application.

J a v a S c r i p t V s J a v a

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JavaScript and Java are entirely different languages. A few of the most glaring

differences are:

Java applets are generally displayed in a box within the web document;

JavaScript can affect any part of the Web document itself.

While JavaScript is best suited to simple applications and adding

interactive features to Web pages; Java can be used for incredibly

complex applications.

There are many other differences but the important thing to remember is that JavaScript

and Java are separate languages. They are both useful for different things; in fact they

can be used together to combine their advantages.

A D V A N T A G E S

JavaScript can be used for Sever-side and Client-side scripting.

It is more flexible than VBScript.

JavaScript is the default scripting languages at Client-side since all the

browsers supports it.

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System Analysis

4.1 Requirement Analysis

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The project required a online system that provides facility to the user,

admin, manager, field engineer. Etc. The client request satisfactions are achieved

through the features of the MVC architecture and that responded using Servlet in

j2ee technology. MySQL database server is one of the most popular and high

performance databases providing good security. Since Windows NT operating

system can support Database-based, it has been chosen as the backend to work on.

4.2.2 Operational feasibility

This project is a generic solution, which will be used by technical

users, who are proficient in the use of computers. No training has to be given to

these people as they are very competent and knowledgeable in computers.

After the feasibility study it was found that the project development

was feasible in all ways i.e., technically, economically and operationally.

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System Design

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5.1 System Architecture:

Model-View-Controller (MVC) Architecture

Model-View-Controller (MVC) Architecture:

Model-View-Controller architecture is all about dividing application components into

three different categories Model, View and the Controller. Components of the MVC

architecture have unique responsibility and each component is independent of the other

component. Changes in one component will have no or less impact on other component.

Responsibilities of the components are:

Model: Model is responsible for providing the data from the database and saving the

data into the data store. All the business logic are implemented in the Model. Data

entered by the user through View are check in the model before saving into the database.

Data access, Data validation and the data saving logic are part of Model.

View: View represents the user view of the application and is responsible for taking the

input from the user, dispatching the request to the controller and then receiving response

from the controller and displaying the result to the user. HTML, JSPs, Custom Tag

Libraries and Resources files are the part of view component.

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Controller: Controller is intermediary between Model and View. Controller is

responsible for receiving the request from client. Once request is received from client it

executes the appropriate business logic from the Model and then produces the output to

the user using the View component. ActionServlet, Action, ActionForm are the part of

Controller.

5.2 Application Architecture:

The business tier is the model, the presentation tier is view and the controller tier

is the control of the application, which is based on the MVC Architecture. The request

from the client is first sent to the web container, where the Servlets sends the request to

the business delegates, which may be of plain java or ejbs. That will create an

connection using Dao to access to EIS

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5.3 Database Design

5.3.1 TABLES DESIGN

Table Name: adminlogin

Field Type Data Type Size

Username Char 15

Password Char 15

Table Name: account


Clientid(pk) Int 11

Companyname Char 70

Website Char 30

location1name Char 15location1street Char 15

location1city Char 15

location1state Char 15

location1zip Char 10

location1phone Char 12

location1fax Char 10

location2name Char 15

location2street Char 15

location2city Char 15

location2state Char 15

location2zip Char 10location2phone Char 12

location2fax Char 10

Servicecontract Char 15

Startdate Char 15

Durationyears Char 3

Contractdetails Char 70

Terminationdate Char 15

Terminationreason Char 50

Table Name: user


Userid(pk) Char 10

Type Char 15

Username Char 15

Password Char 15

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Conformpassword Char 15

Firstname Char 15

Middlename Char 15

Lastname Char 10

Phone Char 11

Fax Char 10Email Char 20

Jobtitle Char 25

Department Char 20

Companyname Char 30

Location Char 20

Address Char 70

Gender Char 8

Table Name: workorder


Workorderid(pk) Char 10

Date Char 40

Typeofproblem Char 40

Otherproblem Char 35

Descriptionofproblem Char 120

Priority Char 25

Status Char 20

Userid Char 10

Table Name: technication


Workorderid(FK) Char 10

Userid Char 8

Table Name: updatecustomer


Userid Char 10

Firstname Char 15

Middlename Char 15

Lastname Char 10

Phone Char 11

Fax Char 10

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Email Char 20

Jobtitle Char 25

Department Char 20

Address Char 70

Table Name: pass


Passed char 10

Email Char 30

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E-R Diagram

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Dataflow Diagram

7. Admin D.F.D.(Data Flow Diagram)

1. Admin login

Admin login table

Insert into

Account

table

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Admin

Login

Account

creation

Account

deletion

AdminModule


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User

table

Insert into

Updatecustomer

table

Pass table

2. Customer login

User table insert into

Updatecustomer

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Status

reports

Adding Customer,

manager, field engineer

creation info

Update creation

info

Deletin ccount

Update user

request

Forgot password

re uest

Custome

r Login

User

module

Update user

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Workorder table

Insert into

Request

3.Manager module

User table

request

Workorder

table

Techinication

table

Insert into

4. Field engineer

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Create

complaint

Show status of

compliant reports

manager

Login

Manager

module

Show workorder

reports

Delete complient

status is completed

Assign workorder

to field engineer

Field engineer

Login

Show workorder

reportsUpdate workorder

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User table

Workorder

request

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Field

engineer

module


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System Testing

8.1 OBJECTIVE OFTESTING

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Software testing is a process of analyzing or operating software for the purpose of

finding bugs. Test activities that are associated with analyzing the products of software

development include code inspections, walkthroughs, and desk checks.

8.2 UNIT TESTING

Unit testing involves test planning, test case development and measurement of test unit

against the requirement specifications.

Planning involves designing the schedule, determining the resources required and

determining the features to be tested. Test case development involves designing test

cases that are to be tested; the test cases are prepared so as to test the system

exhaustively to find the bugs present in the system. Measurement of test unit against

specification involves testing the system by giving the test cases as input and checking

the systems adherence to its specification.

The following features were tested:

Test to see if the requirements specified in the SRS are taken care of.

Test to see if all the inputs are handled effectively.

Test the system by traversing all paths to discover any surprises.Check if the errors and exceptions have been handled properly.

See if the validations of input data are all taken care off.

Test cases were designed to check the results retrieved from the database and the

validation of all user inputs. All the modules were tested thoroughly. The module

interface was also tested to ensure that information flows into and out of the program

units.

8.3 INTEGRATION TESTING

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This testing is performed after all individual modules are developed and ready for the

integration. The objective of this testing is to build a program structure as dictated in the

design by taking unit tested modules. Top down testing strategy was followed for each

case. Top down integration is an incremental approach to the construction of program

structure. Modules are integrated by moving downward through the control hierarchy,

beginning with the main module. Modules subordinate to the main module are

incorporated into the structure in depth first manner. In this way, interfacing between the

various modules was also thoroughly tested. In this System, the integration testing is

done by checking all possible workflows of the analysis and cleaning process.

8.4 SYSTEM TESTING

System Testing is a series of test, which have to be performed to fully exercise the

computer-based system. It ensures that all the system elements are fully integrated and

each element performs its allocated function.

8.5 PERFORMANCE TESTING

Performance testing is done to test run-time performance of the software within context

of an integrated system. For real time systems, adherence to performance requirements

is a must. It determines the amount of execution time spent in various units, program

throughput and response time. This system being highly user-interactive and capable of

executing large volume of data was expected to have a small response time

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Screen Shots

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Admin login: page

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Forgot password: page

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Help page:

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Admin login page

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Admin home page

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New account creation page:

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Customer, Manager, Field Engineer creation page.

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Admin user creation Success page.

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Modify user page

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Edited user based on userid page.

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User delete page

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Delete account page.

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Update customer request page.

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Forgot password page

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Logout button click

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Logout successfully page.

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Manager login page

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Manager home page.

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Manager reports page.

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Manager assign Techinication page

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Job is successfully assigned page.

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Manager delete order page.

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Manager Logout click page

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Manager Logout successfully page.

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Field engineer login page.

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Field engineer home page.

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Field engineer reports.

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Field engineer update workorder.

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Update workorder.

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Field engineer click logout page.

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Field engineer logout successfully.

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Customer home page.

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Customer workorder page.

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Customer compliant success order id page.

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Update customer profile page.

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Update profile success page.

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Customer search complient page.

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Customer shows all compliant page.

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Customer logout click page.

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Customer logout successful page.

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Conclusion

10. Conclusion

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This Project was successfully completed as per the requirements specified

by the client within the specified time. The project has been deployed and the various

testing has been done. The Authentication, Administration and work order management

has been completed.

10.1 Benefits:

The following are the benefits that are listed below

It provides user friendly interface to allow the users to call a log to the

helpdesk through this system

The manager has features of scheduling the work orders and the tasks

allotted to the field engineer.

10.2 Limitations:

Although the developed system has benefits it also has some limitations as stated below,

The manager has to look after the work order and assign the corresponding job to

the field engineer. If manager is not able to facilitate the work order the user will not be

availing the service from the helpdesk.

10.3 Enhancements:

The future enhancement of this project is to allocate the work order to the

field engineer without the intervention of admin. This will have some complexity for the

work order management and scheduling the jobs to the corresponding field engineers.

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Bibliography

11. Bibliography

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11.1 Books:

1. Head first Servlet & Jsp, OReilly.

2.java server programming Subramanian Allamaraju & cedric buest

2. Herbert Schildt, the Complete Reference

Tata McGraw-Hill Publishing Company Limited, New Delhi

Java 2 Fifth Edition.

3. Richard Fairely, Software Engineering, Tata McGraw-Hill Publication

Fourth Edition.

11.2 Web:

1. www.java.sun.com2 www.google.com

3. www.javascript-2.com

4. www.w3schools.com

5. www.javaperformancetuning.com
http://www.java.sun.com/http://www.google.com/http://www.javascript-2.com/http://www.w3schools.com/http://www.java.sun.com/http://www.google.com/http://www.javascript-2.com/http://www.w3schools.com/

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