Fault Logger v1.1

Project Presentation On

Developed at

By

Project Definition

The project, which we developed is, "FAULT LOGGER using PHP ( PHP: Hypertext Preprocessor) as a front end and MySql server as back end.

WILNET receives complaints from its clients. These complaints are handled, maintained and solved by our Software Application. It can be used to submit tickets and get the solution of it on the server without mailing to Technician. It is a platform to maintain tickets which doesnt require mailing task.

What is FAULT LOGGER?

FAULT LOGGER is a fully automated web based SoftwareApplication, Written in PHP to assist in providing fast, accurateresolution of customer problems at Wilnet Communications. Itis used to track the detection, reporting, and resolution ofproblem from customers.

This Web-based interface enables Users of Wilnet to submitcustomers problem requests electronically. When a ticket issubmitted, automatically it is assigned to a relevant Technician.Later, Admin can change Technician and assign a ticket toanother one.

Admin has all the rights to see and modify structure of projectwithout making a call to developer. He can track and judge theperformance of this system.

User

FAULT LOGGER

Create a ticket

describing the problem

& submit

2

Technician

Assign the ticket to the best-suited technician

3

Analyze problem details

4

Submit Solution for the Problem

5

Post the solution to the user

6

View techs responses

7

Send Reply/Feedback for the solution from technician

8

Post replies & feedbacks from

user to technician

10

If problem is 100% solved,

Close it.

9

Customer Inform user about the Problem

1

Provide Solution to the client

11

Life Cycle

of a ticket

in FAULT

LOGGER

What does FAULT LOGGER offer?

Basically, this application helps reduce customer hold times forsupport calls. It provides a simple, easy to use interface for

managing and tracking technical support problems.

The best part of the FAULT LOGGER is what it allows one to dofor ones own office's organization. In addition to handlingcommunications efficiently, it also allows to manage internalworkflow.

With the FAULT LOGGER, a work request will never bemisplaced because it will remain in system for as long as theadmin needs. admin can easily view "pending" tickets -incomplete work requests.

What does FAULT LOGGER offer? Continued....

In addition, an admin will also be able to track the efficiency of his or her employees by viewing their ticket and the time it takes to resolve them.

Developed in PHP and MySQL, Fault logger allows to setup unlimited users, tickets, categories of problems and technicians, categorize tickets, prioritize tickets, assign technicians to specific categories and much more.

Project Objectives

Basically there are three modules in FAULT LOGGER :

1. User Module 2. Technician Module 3. Admin Module.

USER MODULE :

This module lets user create a new ticket By entering all the information about the ticket, View already existing tickets submitted by him, View solved tickets, View problem details.

User can edit ticket, customer information and his personal information. User can also send reply and feedback to Technician. Whenever he gives 100% as value of feedback , ticket gets closed.

TECHNICIAN MODULE :

This module provides facility to give a solution for tickets touser. He can have counts and links for Unanswered, On Holdand Closed ticket, can directly go for a particular type of ticket.

He can view tickets assigned to him, View replies sent fromuser, problem details, view feedback sent from user, edit profile.

Once the ticket gets closed, he dont need to take care of it.

ADMIN MODULE :

This module provides all the facilities to admin, whatever thedeveloper can do. Admin can see all the Registered Users,Registered Technicians and Submitted Tickets. He can viewprofile of Users and Technicians.

He has right to delete User, Technician and a Ticket. He canchange Technician for a particular ticket. Category is thespecification of type of the problem solved by a particularTechnician. Admin can view all the categories and also addcategory.

Admin can view list of already existing Admins, add anotheradmin, can change the password after he has been made asAdmin by another Admin for a security purpose.

Platform & Tools Used

Platform :

Linux, Windows 9X

Tool :

PHP (Hypertext Preprocessor)

A PHP compatible Web server ( Apache or Internet

Information Server (IIS) or Personal Web Server)

A relational database system MySql Server

Designing and Coding tool Dreamweaver

Hardware Requirements

Standard Pentium series processor

Minimum 64MB RAM (Recommended 128 MB)

HDD with 5400 rpm or more

Software Requirements

Operating system: Win9x, Win2000, Win2000Xp, Linux

Web Scripting Language PHP (PHP: Hypertext Preprocessor)

A PHP-compatible Web server such as Personal Web Server or Internet Information Server (IIS) or Apache HTTP Server

A relational database system ( MySql Server)

A Web browser such as IE, Mozilla and so on

Project Schedule

Activity Charts

Month 1 :

Work Tasks Week1 Week2 Week3 Week4

A). Requirement Analysis

Study of Project Requirements and Identical systems

B). Learning

Installation and Configuration ofPHP and Apache Server

Learning Tools andTechnology required todevelop proposed system.

Activity Charts Continued

Month 2 :


C) System Design

DFD Development

Design of

application

D) System Coding

Creation of database for User module

Coding for pages

in User module


Month 3 :


D) System Coding

Creation of database for Technician

module

Coding for pages

in Technician module

Creation of database for Admin

module

Coding for pages

in Admin module


Month 4 :


D) System Coding

Coding for Exceptions and Error

Handling.

E) Debugging and Testing .

F) Documentation

System Design

Context Level DFD :

Technician

AdminCheck For

Validity

Check For

Validity

Check For

Validity

Submit Solutions,

View Responses &

Feedback Sent By

User

Create, View,

Edit TicketsUser

user_master

ID

Password

ID

ID

Password

Password

technician_

master

First Level DFD :

user_master

AdminCheck For

Validity

ID

Password

Invalid ID/Password

TechnicianCheck For

Validity

Check For

ValidityUserID

ID

Password

Password

Invalid ID/Password

Create, View,

Edit Tickets

Submit Solutions,

View Responses &

Feedback Sent By

User

Invalid ID/Password

technician_

master

ticket_

master

View User profile,

Users Submitted

tickets

ticket_

master

ticket_

master

View Technician

profile, Assigned

tickets

admin_master

Valid ID/Password

Valid ID/Password

Valid ID/

Password

Valid ID/

Password

Second Level DFD for User Module :

user_masterCheck For

ValidityUser

ID

Password

Invalid ID/Password

Valid ID/Password

Edit ProfileView

Solutions

Send

Message to

Technician

Edit

Customer

Information

Create, View

& Edit Tickets

ticket_master techbox

New User

Fills Up

Registration

Information

empbox

Second Level DFD for Technician Module :

technician_

master

Check For

ValidityTechnicianID

Password

Invalid ID/Password

Valid ID/Password

Edit Profile

View

Responses

Sent By User

View

Feedback

Sent By User

View All

Tickets, View

By Status

Submit

Solutions

ticket_master techbox

New Technician

Fills Up

Registration

Information

empbox

Second Level DFD for Admin Module :

admin_masterCheck For

ValidityAdminID

Password

Invalid ID/Password

Valid ID/Password

View/Add

Category

Change

Technician

View All

Tickets, View

By Status

View

Technician

Data

View user

Data

ticket_master categories

user_master

Change

Password

Add New

Admin

View

Technician

Profile

View

Technicians

Assigned

Tickets

View users

Submitted

Tickets

View user

Profile

technician_

masterticket_master

User Manual and Screen Layouts

Home Page :Gives facility of registration for new User & new Technician & also facility of login for User, Technician & Admin .

USER MODULE :Create Ticket Page : Gives facility to create ticket.

USER MODULE :

This is a View tickets page, through which, User can see ticketssubmitted by him. It provides all the info. about ticket, User can editticket also.

USER MODULE :

Response From Technician Page : Gives facility to view solution.

USER MODULE :

View Sent Responses : Gives facility to see sent responses for solutionprovided by Technician for a particular Ticket.

USER MODULE :

Edit Ticket Page : Gives facility to edit ticket.

USER MODULE :

Edit User Info Page : Gives facility to User to Edit Profile.

TECHNICIAN MODULE :

View Technicians assigned tickets Page : Gives facility to View all assigned tickets and info of these tickets.

TECHNICIAN MODULE :

Problem Detail Page : Gives facility to View Problem Detail.

TECHNICIAN MODULE :

Give Solution Page : Gives facility to Technician to submit solution for assigned tickets.

TECHNICIAN MODULE :

User Responses Page : Gives facility to view responses sent by Userfor assigned tickets.

TECHNICIAN MODULE :

Customer Detail Page : Gives facility to view Customers ContactInformation.

ADMIN MODULE :

User Profile Page : Provides facility to View User profile.

ADMIN MODULE :

This page provides facility to View Technicians assigned ticket count, link for a search by status, all the information about ticket, problemdetail, customer info etc.

ADMIN MODULE :

This page provides facility to delete User. It displays all the registeredUsers in the system. Before deleting, it confirms to delete by promptingto Admin

ADMIN MODULE :

This page provides facility to View all tickets in the system, jump menuto search by status, all the information about ticket, problemdetail, customer info etc.

ADMIN MODULE :

This page provides facility to View all tickets communication sent byTechnician.

ADMIN MODULE :

This page provides facility to change Technician for a particular Ticket.By clicking view button, the new window having a list of names & idsof Technicians for a particular category is come up. So Admin can selectTechnician

ADMIN MODULE :

This page provides facility to delete Ticket. It displays all the registeredTickets in the system. Before deleting, it confirms to delete by promptingto Admin

ADMIN MODULE :

This page provides facility to view categories.

ADMIN MODULE :

This page provides facility to add new category.

ADMIN MODULE :

This page provides facility to add Admin. Only Admin can addanother one.

ADMIN MODULE :

This page provides facility to change password.

Limitations

In Admin Module, Admin cant access certain features whichare provided to user, like Create a new ticket, Edit customerinfo, Edit user info etc. For accessing these features he has to

login as a user.

In Admin Module, Admin cant access certain features whichare provided to technician, like Give solution, Edit technicianinfo etc. For accessing these features he has to login as atechnician.

Ticket id is not reusable.

Enhancements

In Technician Module, feature of creating a ticket by Technician can be added.

In Technician Module, code can be expanded so that Technician can solve problems for more than one category.

In User Module, User can have the address book of Customers name.

Thank you

Fault Logger v1.1

Documents

Transcript of Fault Logger v1.1