Online Helpdesk System

System Analysis and Design CE00308-1 Group Assignment of 113

Level 1 Asia Pacific Institute of Information Technology 2014

ACKNOWLEDGEMENT

To acknowledge and thank every individual who directly or indirectly contributed to this

venture personally it would require an inordinate amount of time. We are deeply indebted to

many individual, whose cooperation made this job easier. We are thankful and express our

sincere gratitude to APIIT SD INDIA, Panipat for providing us an opportunity for fulfilling our

most cherished desire.

We avail this opportunity to express our gratitude to our friends for their support and

encouragement throughout project. We feel it is as a great pleasure to express our deep sense of

profound thank to Module Lecturer Mr. Ankur Singla. He guided us at every step and also

encouraged to carry out the project.

Lastly we would like to thank all those whose names may not have appeared here but whose

contribution has not gone unnoticed.

Thanking you:

Jayant Gope (PT1282240)

Puneet Dawar (PT1282244)

Rakhee (PT1282257)



TABLE OF CONTENTS

1. Introduction ............................................................................................................................ 4

2. About AirNet Broadband ....................................................................................................... 6

3. Problems in the Chosen System and Their Solution .............................................................. 7

4. Feasibility Report ................................................................................................................. 10

4.1 Technical Feasibility ...................................................................................................... 11

4.2 Operational Feasibility ................................................................................................... 14

4.3 Operational Feasibility ................................................................................................... 17

4.4 Schedule Feasibility ....................................................................................................... 21

4.4.1. Work Load Matrix .................................................................................................. 21

4.4.1. Dependency Chart .................................................................................................. 22

4.4.2. Gantt Chart ............................................................................................................. 24

5. Methodology Chosen ........................................................................................................... 26

6. Requirement Analysis and Specification ............................................................................. 27

7. Selection of Investigation Techniques ................................................................................. 33

8. Process Modeling ................................................................................................................. 40

8.1. Context Diagram ....................................................................................................... 41

8.2. Data Flow Diagram (DFD Level- 0) ......................................................................... 42

8.2.1. Operator’s DFD (Level- 0) ..................................................................................... 42

8.2.2. Manager DFD (Level- 0) ........................................................................................ 43

8.2.3. Customer’s DFD (Level- 0) ................................................................................... 44

8. Data Modeling ..................................................................................................................... 45

8.1. Individual ERD’s (Entity Relatioship Diagram) ....................................................... 46

8.1.1. Operator ERD ......................................................................................................... 46

8.1.2. Manager ERD ......................................................................................................... 47



8.1.3. Customer ERD ....................................................................................................... 48

8.1. Combined ERD ......................................................................................................... 49

9. Screen Design (Storyboards of the Helpdesk) ..................................................................... 50

10. Physical Design (Snapshots of the Helpdesk) ................................................................... 83

11. References ........................................................................................................................ 112

12. Appendix .......................................................................................................................... 113



1. INTRODUCTION

A system is an interrelated set of business procedures (or components) used within one

business unit, working together for some purpose or goal. The organizational purpose of that

particular system may be for profit or it may be a non-profit entity.

Valacich et al (2012)

This assignment deals with the System Analysis & Designing for a company with a large IT

function, which is setting up an IT Helpdesk to handle the problems concerning the IT systems.

Thus, for the above assigned work, we are required to choose a domain on which we are

supposed to implement the assignment. Therefore, as a domain we have chosen a company

“AirNet Broadband”, it’s an Internet service provider (ISP) company which provides internet

services throughout the India. It operates across 87 cities, helping their customers stay in touch

with friends & family through high speed internet connection.

Since, we are required to develop an IT Helpdesk for “Airnet Broadband. And we know that a

help desk is a service intended to provide the customer or user with information and support

related to a company products and services. The purpose of a help desk is usually to troubleshoot

problems and provide guidance about the product. Thus, we have conducted Preliminary

investigation and determined the requirements of the system. Further, we have analysed the

current existing system and related the findings with the problems.

The assignment reflects the use of SDLC (System Development Life Cycle) approach. We have

discussed the investigation technique applied to collect the actual information.

Feasibility study has also been conducted including all its components (Technical, Operational

Schedule and Economic) and a report is also prepared for the same. Also, the Modeling

Techniques (Process Modeling and Logical Data Modeling) are used and in accordance to that,

Data Flow Diagrams (Context Diagram, Level-0) and ERD (Entity relationship diagram) are

developed.



Using discovered details our team has proposed an IT help desk. The proposed system is

assumed to be the best in terms of all the perspectives. Also the records are now saved properly

and the queries easily saved for future use as well as enhancement.



2. ABOUT AIRNET BROADBAND

Since, we have chosen a company “AIRNET Broadband” as our domain. This is an Internet

service provider (ISP) company which provides internet services throughout the India. Airnet

Broadband connection provides broadband services. Airnet operating across 87 cities help their

customers stay in touch with friends & family through high speed Airnet internet connection.

The Airnet Broadband connection also offers high-speed broadband with exceptionally high

rated performance in its class.

Airnet internet provides both capped as well as unlimited download plans. It has a maximum

speed 16Mbit/s available for home users. Airnet Internet has over three million wired customers,

of which nearly forty three percent are internet subscribers.

Now, Airnet Broadband wants to provide a helpdesk for the consumers so that, they can provide

better services to their customers. Thus, we are designing a helpdesk for Airnet Broadband.



3. PROBLEMS IN THE CHOSEN SYSTEM AND THEIR SOLUTIONS

Problems: What will be the problems if there will be no online helpdesk for Airnet.

1. The operator might have to face problems, related with recharge and payment issues.

Sol: - In many cases the operator might have to face problems like, for example some

customer says that he/she already recharged his product but the services has not been

activated yet, in such case the operator needs to check the transaction details and match with

the customer product ID and get this problem solved for the customer.

2. The customer will not be able to opt for the best services according to his/her

requirements.

Sol: - If there is no helpdesk then the customer will not be able to know which services like line

broadband / wimax is better for him/her. The operator can resolve this issue easily by

providing the most efficient service according to the customer’s need.

3. The customer can face a problem of slow internet connectivity.

Sol: - The connection between the main server and the client may have become weak if using

a wimax connection. This problem can be resolved by the operator by fixing the signal.

4. In absence of helpdesk the manager will have to record the entire data and important

information manually.

Sol: - In presence of online Helpdesk, there is no need to record the important data and

information manually, it can be automatically recorded by the use of some helpdesk software

and the data and information might also be safe if it is recorded electronically.

5. The customer will not be able to perform online recharge or online payment, in the

absence of help desk.

Sol: - With the help of helpdesk a customer can recharge its Airnet Broadband subscription by

using their credit/debit card without even going through the shops and agents. Even

customer can buy a product or services directly from the helpdesk and make an online

payment conveniently. Thus, in presence of helpdesk the customer knows the authorized

way to get the products and services conveniently.



6. The customers will not have the access to the product details and latest offers.

Sol: - The existence of helpdesk provides the product details in a broad view to the customers

and attracts them showing latest offers. With the help of helpdesk the customer can have full

access to the product particulars and the latest offers associated with it. The customers can

even buy the products and services directly with the helpdesk.

7. If there will be no helpdesk, the customers will not get 24 x 7 supports to their

problems.

Sol: - The presence of helpdesk can benefit the consumers because it can be available for 24

hours a day and 7 days a week, even in the weekends, unlike most company offices.

Additionally, a web based connection is convenient and accessible from virtually

anywhere at any time.

8. If the customer resides to the place where there is no customer care facility nearby, then

the customer may have to suffer from large consequences due to his/her problem.

Sol: - Online support or helpdesk is often much more cost effective than other support services

because the customer as well as company does not have to go anywhere to solve a

particular problem. In absence of helpdesk, if suppose a person resides to a place where

there is no customer care facility nearby, then he/she may have to travel large distance to

get to solve his/her problem, which may involve spending money, time and may suffer

from mental harassment and many more consequences, though with the help of helpdesk

same person can get solution to his/her problem within hours, without such

consequences.

9. If the customer wants to attach a WiFi device with his broadband connection.

Sol:- In presence of helpdesk the customer will get the proper idea of how to connect the

WiFi Router to his/her current connection so that he can access the Internet wirelessly for this

problem the customer needs to get technical advice from the helpdesk operator.



10. Manager might have to face problems regarding uninterrupted or error free internet

connection.

Sol: - No one can control all of the interconnections between the various networks, and any

network failure may be outside the control of the ISP. An ISP needs to make sure that in its

terms and conditions it makes it clear that it does not give any guarantee that the service it

provides will be uninterrupted or error-free. In such cases the manager have to deal in such

issues.



4. FEASIBILITY REPORT

Feasibility Study

A feasibility study is an evaluation tool that helps to determine the profitability of the

certain idea. The evaluation is done on the basis of the past or the existing information that’s

needs to be projected in the future. It is an analysis that evaluates one or more potential

action steps and recommends how the organization should proceed.

In simple words the feasibility study can be defined as the preliminary study that is being

conducted to examine whether a certain project is capable of being done in a practical and

useful way or in another words in an efficient and effective way. The outcome of this study

helps to make a decision that, whether to proceed with the project or not.

Purpose/Uses of a feasibility study

As an evaluative tool, feasibility study is used for variety of purposes. Some of the objectives

behind the feasibility study are –

It evaluates the profitability of a business.

It helps to examine the benefits to be gained in the expansion of the business.

It reduces the potential risk of failure, for the project.

To discover what possible problems that can occur during the project.

Based on those problems, analysis is done and best possible alternative solutions are

designed and recommended.

The best alternative solution is also formed.

It enables to identify the critical issues and critical resources of the project.

It evaluates the benefits from new methods of production, technology, or machinery.

It estimates the cost, identifies any expected benefits.

It also estimates how long the project will take and outlines any potential difficulties.



Components of Feasibility Study

There are basically four components, which are –

i) Technical Feasibility

ii) Operational Feasibility

iii) Schedule Feasibility

iv) Economic Feasibility

i) Technical Feasibility: -

A system request is technically feasible if the organization has the resources to develop or

purchase, install and operate the system. Since, system technically requires hardware,

software, network, and people involved in completing the IT Help Desk. Thus, when

assessing technical feasibility we need to ensure that, whether the required technology is

available or not and whether the required resources for the system are available in terms of

manpower and equipment. The organization must have technical expertise, if it doesn’t, it has

to be acquired. The proposed system should also be capable enough to match-up with the

future needs. It should be flexible and can support expandability.

Cashman (2004)

The technical feasibility is also concerned about hardware and software platform availability

and hence its reliability is also relevant. It should be adaptable with any kind of information

system. Overall, the combination of hardware and software should deliver adequate

performance. Importantly, the system must be able to handle the projected growth of the

organization in the future.

Systems Technical Requirements: -

The systems technical requirements related to hardware, software, network and people

involved in completing the IT Helpdesk are as follows:



Hardware Requirements: -

Category Product Type Product/Details

Primary Hardware

PC

Desktop PC

Network Devices Networking Routers

Home Network Setup (Hubs,

Switch’s)

Hub

Telecommunication

Devices

Communication Telephones

Table 1

Software Requirements: -

Category Product Type Product/Details

Software’s for Setup,

Installation and

Configuration Purposes

Internet Browsers Mozilla Firefox

Google Chrome

Office Suites MS office Suite

Word Processing Microsoft Word

Microsoft Works

Spreadsheets Microsoft Excel

Presentations Microsoft PowerPoint

Relational Database Microsoft Access



Desktop Publishing Microsoft Publisher

Graphics Microsoft Visio

Microsoft Front Page

Microsoft PowerPoint

Financial Applications Microsoft Money

Desktop Converters Adobe Acrobat/ Reader

Adobe Dreamweaver

CD/DVD Creation Adaptec Easy CD Creator

Roxio Easy CD Creator

Nero Multimedia Software

Operating Systems and

Server Connectivity

Desktop PC’s

Windows 8

Server Connectivity Windows Server 2012

Security Anti-Virus and

Spyware Programs

F-Secure Internet Security Suite

Microsoft Security Essentials

McAfee Antivirus and ToPs

Table 2

People:

Manager

Network Administrator

Operator

Technical Advisor



ii) Operational Feasibility: -

Operational feasibility is a measure of how well a proposed system solves the business

problems of the organization and how it satisfies the requirements identified in the

requirements analysis phase of the system development. In other words, assessing

operational feasibility will allow us to gain a clear understanding of how as Information

System (IS) will fit into the current day-to-day operations of the organization.

This is probably one of the most difficult feasibility to interpret. In order to determine this

feasibility, it is important to know whether the management is committed to the proposed

system or not. If the request was initiated by management, means there is management

support and likely the system will be accepted and used. However, it is also important that

the employee base will be accepting of the change.

Operational Feasibility can be computed in various frameworks but we will be analyzing it

by using the PIECES framework. PIECES refer the top six frames to measure the operational

feasibility of the system.

i. P - Performance:

It determines whether the system provides adequate throughput and response time or not.

In our case (online Helpdesk of an ISP Company), the implementation of the new system

will result in better management because earlier, most of the work was done manually, so

the throughput, which refers to the amount of work completed within a given time was

not very good. But after the implementation of our proposed system, the throughput is

definitely going to increase because the entire work in our proposed system will be done

with the help of computers, which can make things very fast.

The system would consume less time in keeping view to the customers as well as the

employees. The customer will get response to their queries and problems much faster as

compared to the earlier manual system. Also the help desk operators can solve ample of

problems in a limited time and send the solution to the respective e-mails and problem



numbers of the customers. Hence, the proposed system increases the performance of the

organization.

ii. I – Information:

It determines whether the system provides end users and managers with timely, pertinent,

accurate and usefully formatted information or not. In proposed system, all the records

will be maintained in a database against a unique Registration ID, thus it can be accessed

any time and all fields of a particular record can be searched about. Also it will provide

the meaningful and accurate data to the users.

With the help of proposed systems, the customers as well as the IT HELP DESK

operators can also check the whole information regarding any problems. The operator can

check the previous solution for any problem happened before that time. There is also a

record for all callers’ id and there is also a corner for the problem number by which a

customer can check their solutions within time.

iii. E – Economic:

It determines whether the system offers adequate service level and capacity to reduce the

cost of the business or increase the profit of the business or not. On setting up of the

proposed system, manual work will be reduced and will be replaced by an IT savvy

approach. Since, our system is completely software based and it does not require any

other hardware except for the computers in which the software will be implemented.

Thus, at the starting time it will cost but after that, it will be very useful to the company

in terms of advertisement and the services. Although the initial purchase, training and

installation will charge some cost but it will be recovered in a matter of few years with

the benefits and cost savings that it will bring with it. Also it involves lesser manpower

and capable of handling more orders leading to more profits.

Moreover, it has also been shown in the economic feasibility report that the

recommended solution is definitely going to benefit the organization economically in the

long run.



iv. C – Control:

Control refers to the security and guarantee that the system will provide against the fraud

and embezzlement of data and information. After the deployment of the proposed system,

the data will become completely secure, as the entire data will be kept password

protected, which will only be accessible by the authorized persons. So, there will be no

fear of data being lost or unauthorized data access and manipulation. And since, the data

will be saved in a central database separate from individual workstations. The system will

also provide the backup of the data.

v. E – Efficiency:

Efficiency refers to the ability of the system to make full use of the resources available to

it along with giving full output. The proposed system will be fully automated and will

make full use of the resources available to it. All the people involved in running the

system will be making full use of all its facilities that the system will provide. The system

will provide a lot of features which will help in collecting and retrieving data to and from

the system very easily.

In the proposed system the operator will be dealing with the queries and problems of the

customers to get to be solved quickly, meanwhile they will be using the available

resources so that they can reply to the customers in specific time by email or by phone.

There are also the facilities for telecommunication which can be used by the operators to

contact the experts, if any problems get not fixed by them. The system is also capable of

receiving payments through the MasterCard visa or credit cards. Thus, the proposed

system will be making the maximum use of the available resources, including people,

time, and flow of forms.

vi. S – Services:

It determines whether the system provides desirable and reliable services to those who

need it and also whether the system is flexible and expandable. The proposed system is

very much flexible and we can incorporate various related components to it for better

efficiency and performance of the organization.



iii) Economic Feasibility: -

A System request is economically feasible if the projected benefits of proposed system

outweigh the estimated costs involved in developing or purchasing, installing and operating

it. The Proposed System should reduce cost and provide benefits. Economic feasibility

evaluates the scope and areas where the reduction in the cost can be made and to what extent.

It also deals about increased revenue for the company.

Cashman (2004)

The newly proposed system should result in more information or produce better results.

Apart from financial benefits, economic feasibility also analyses the growth in customer

service and satisfaction. In economic feasibility, the most important is cost-benefit analysis.

As the name suggests, it is an analysis of the costs to be incurred in the system and benefits

derivable out of the system. Economic analysis is used for evaluating the effectiveness of the

proposed system.

Cost can be one time or continuing and can be incurred at various times during project

development and use. To determine economic feasibility, the analyst needs to do cost-benefit

analysis.

Costs Classifications:

i. Tangible / Intangible costs

ii. One time / Recurring cost

iii. Fixed / Variable costs

i. Tangible / Intangible Costs

Tangible Costs

Tangible costs are the costs that are associated with an actual product or service. Tangible

costs can be measured in terms of dollars and certainty includes such as hardware cost,

labour cost operational cost such as employee training and building renovations.



Intangible Costs

Intangible costs are usually relates to subjective values depending on the situation.

Intangible cost can be considered as loss of customer goodwill, employee morale and

operational inefficiency.

Hardware requirements for the proposed system

S. No. Hardware Price per unit Quantity Amount (in Rs.)

1. Desktop PC’s 30000 2 60000

2. Routers 2400 1 2400

3. Switch 750 1 750

4. Hub 1900 1 1900

5. Web Space Domain 2000 1 2000

6. Server Rent 3000 12 Months 36000

7. Telephones 3200 2 6400

Total Cost 1,09,450

Table 3

Software requirements for the proposed system

S. No. Software Price per unit Amount (in Rs.)

1. MS office suite 6300 per year 6300

2. MS Money Suite 3100 3100

3. MS Visio Suite 5000 5000

4. Winfax Pro 6200 6200

5. Windows 8 OS 6750 13500



6. Windows Server 2012 31000 31000

7. F-Secure Internet Security Suite 3700 7400

8. McAfee Antivirus and ToPs 1500 3000

Total Cost 75,500

Table 4

ii. One time / Recurring cost

One Time Cost

One-time costs are the costs that are incurred only once at a time, when the system is

developed or acquired. It involves System Development, New Hardware/software

purchase, initial User training and Site preparation etc.

Recurring Cost

Recurring cost are the costs that are incurred after the system is implemented and

continue while system is in use. It involves Application software maintenance,

Incremental data storage expenses, Incremental communications, Consumable supplies

and other expenses.

S. No. Operational Expenses Amount (Per Annum) in Rupee

1. Operator Salary 1,80,000

2. Manager Salary 2,40,000

3. Training 5,000

4. Maintenance 6,000

5. Software License 10,000

6. Miscellaneous 10,000

Total Cost 4,51,000

Table 5



iii. Fixed / Variable Cost

Fixed Cost

Fixed costs are costs that are independent of output. These remain constant throughout

the relevant range and are usually considered sunk for the relevant range (not relevant to

output decisions). Fixed costs often include rent, buildings, machinery, etc. These costs

are relatively constant and do not depend on a level of activity or effort.

Variable Cost

Variable costs are costs that vary with output. Generally variable costs increase at a

constant rate relative to labour and capital. Variable costs may include wages, utilities,

materials used in production, etc.

S. No. Services Amount Amount (in Rs.) per annum

1. Internet Charges 5000 per month 60,000

2. Telephone Charges (Approx.) 4000 per month 48,000

3. Papers (for Printers and Fax) 1000 per month 12,000

4. Ink Cartridges 500 per month 6,000

Total Costs 1,26,000

Table 6

Thus, total system development costs is –

Hardware requirements cost + Software requirements cost + Operational Expenses + Fixed

/ Variable cost = 1, 09,450 + 75,500 + 4, 51,000 + 1, 26,000

= 7, 61,950



iv) Schedule Feasibility: -

Schedule feasibility is defined as the possibility of a project being completed within its

scheduled time frame. If the project has a high probability of completion by the desired due

date, then schedule feasibility is considered to be high.

The proposed system is not very hard to conceive and neither is it very hard to design and

implement. If everything goes as per plan then the work can be completed well before the

deadline and even with minor delays, the project is not going to be affected and the deadlines

can be easily met. This is done keeping in mind at the same time the organizational

constraints that may be imposed during the development of the project. Schedule Feasibility

also contains the estimated time taken to complete the project.

In our schedule feasibility report there contains:

i. Workload Matrix

ii. Dependency Chart

iii. Gantt Chart

i. Workload Matrix :-

The workload matrix has already been provided at the beginning of the report.



ii. Dependency Chart :-

Figure 1- Dependency Chart (Part – 1)



Figure 2- Dependency Chart (Part – 2)



iii. Gantt Chart :-

Figure 3 – Gantt chart Part – 1



Figure 4 – Gantt chart Part- 2



3. METHODOLOGY CHOSEN

A good software project is the result of a proper structured development methodology followed

by all those involved in the project. Hence, we too decided to use a recognized development

methodology to handle our project. The methodology we decided to use was the Structured

System Analysis and Design Methodology (SSADM).

SSADM methodology is chosen because –

We are asked to provide a highly structured document with rules, guidelines and

standards in our assignment, which can only be possible with SSADM.

We are asked to develop a high quality system at the end of the project.

We are asked to prepare a feasibility report (Operational, Technical, Economical and

Schedule), which is one of the phases of the SSADM.

The phases of SSADM are asked to be written in our assignment, such as Feasibility

report, Requirement analysis, Requirement specification etc.

We are required to prepare a SRS (Software Requirement Specification) in our

assignment, which acts as an input to the logical design.

And, the logical design is converted to a design that fits the computer hardware and

software selected which is known as physical design and is one of the phases of SSADM.

We are asked to make use of modelling techniques such as logical data modelling in order

to create an entity relationship diagram. Also, Data flow modelling in order to create Data

Flow Diagrams (DFD).

Thus, for the above discussed reasons, we had chosen SSADM Methodology.



4. REQUIREMENT ANALYSIS AND SPECIFICATION

Tasks of the Operator

1. Login

The operator needs to login to the helpdesk website in order to check the work that has been

assigned to him by the manager. In this process the operator have to enter the username and

password provided to him/her. This task ensures that, an authorize person is providing the

solutions to the problems of customers.

2. Updating FAQ’s (Frequently Asked Questions)

Updating the FAQ’s (Frequently Asked Questions) and self-help documents to the website,

so that the customers can try to fix their problems and get answers to their questions by

themselves.

3. Handle Problems and queries.

The task is to determine the source of the problem and troubleshoot the problems registered

by the customer by providing appropriate solutions, also to provide the answers of the

queries of the customers.

4. Reporting to the manager

The operator has to provide daily reports to the manager regarding solved problems,

problems which are pending to be solved, what kind of problems are arising frequently also

the operator has to forward the unsolved problems to the manager, so that the manager can

manage such problems.

5. Online chatting

The task is to provide online help to the customer’s via online chatting service and assisting

them with the customization and adaptation of existing programs to meet users' requirements.



6. Sorting problems according to their priority and Order.

The task is to sort the problems registered by the customer according to their priority and

requirements. As the problems will be sorted, the operator can solve the problems according

to the requirements and demands of the customers.

7. Attend Training

Operator has to be up to date with the latest problem solving techniques and b aware with the

changes taking place in the market and to be cop up with this, operator needs to attend

training.

8. Install appropriate software and hardware

The operator has to identify the hardware and software needed to provide solutions to

problems effectively. Also, the operator has to keep the helpdesk software up to date, so that

the entire data of the helpdesk would be secure and the system can perform well.

9. Providing solutions in a specified time frame.

The operator has to provide the solutions to the problems in a specified time frame, so that

the customer faces no more difficulties regarding the problems.

10. Analysis of feedback.

The operator has to analyse feedbacks of the customers, so that it can be figured out whether

the customers are satisfied with the work of helpdesk or not and can adapt to the situation

accordingly.



Tasks of Customer

1. Registration

If customer like opportunity of service or want to become part of service then he has need

to register their all details for log in into help desk.

2. Login

Login process perform for enter into help desk to register complaint or any query for that

customer enter username or password.

3. Check FAQ’s for solving the problems by themselves.

Customer checks FAQ’s later on also for same problem happen earlier. Through this

customer has no need to write again and again complaint for same problem.

4. Registering Complaints

Customer registers complaint for the problem he/she facing during work or also other

problem related to services.

5. Tracking Complaint Status

Customer can track the complaint and order made by him/her regarding further

improvement in it.

6. Viewing solutions of the registered complaints.

Customer can view the solutions to the registered complaints.

7. Viewing product details.

Customer can view product details. Such as, New Offers, New Services, New Recharge

Plans etc.

8. Check for updates.

Customers can check for updates regarding his/her connection.



9. Online Chatting.

Customer can chat with the operator for the instant solution to the problems.

10. Provide feedback to the help desk.

Customer can ask for provide feedback to the help desk on the basis of the services

he/she received or response timing or on the basis of customer satisfaction.



Tasks of the Manager

1. Login

The manager needs to login to the website of the helpdesk, in order to assign the

problems to the operator.

2. Segregation of Tasks

Distribution of tasks is must be properly distributed to each and every member within the

organization. All the computers must be shared with each other so that we can view the

tasks of one another.

3. Ensures every problem to be solved

Manager keeps a track and reports of the issues provided by the customers. Manager

ensures that not even a single issue or problem go unnoticed by the operators.

4. Checks the deadlines

Manager ensures that the issues must be handled promptly and be solved as soon as

possible. check the deadline of returning the product that in case of customer is facing

problem repeatedly in his/her device , then what should be the step taken by the Manager

in favour of the customer to meet the satisfactory level of Customer

5. Feedback Overview.

The Manager needs to overview the feedbacks of the customers, so that he can manage

the helpdesk efficiently.

6. Maintain Complains (query)

The manager maintains the complaints such as Type of problem, Solved and unsolved

problems, time required to solve the problem.

7. Providing answers of unsolved problems to the operators

Manager can help the operators as well customers by providing a knowledgebase which

will help the operators to handled customer’s problems efficiently and the users by

solving the issues by their own.



8. Maintains the records

Manager keeps the hard & soft record of the customer reports, bills, issues registered as

per the customer details. All records are store in helpdesk data store.

9. Verification of records of the customers

Manager ensures that no customer must register more than a single time as manager holds

the record of all the registered ID’s as well as login informations. As a Manager, We can

check the solution, validation of the solution provided by the operator just to ensure that

whether the solution of a particular problem finally meet the satisfactory level of the

customer or not.

10. Recommendation on Training.

Manager seems the operator that he is not doing his job properly, he always faced

problem while solving the solution of some problem then Manager can recommend

training to the operator.



5. SELECTION OF INVESTIGATION TECHNIQUES

i) Questionnaire

Questionnaire consists of series of standard questions that is presented to specific group of

people to obtain their response on the topic and form statistical report based upon the result.

This technique is very widely used all over the world by big firms.

Advantages:-

Quick and easy to manage

We can gather vast information in short time using Questionnaire

Questionnaire method is quite cheap

Questionnaire method is not interrupting and bothering in nature. Respondent can

freely and comfortably fill them up at his time of comfort. There is no urgency added

to it.

Disadvantages:-

Individual may return incomplete questionnaire

Low response rate because skeptical administration is not done

Quality of information gather is not adequate sometimes

People may fill in wrong information

ii) Observation

In this method a trained analysis expert or technically sound person personally observes the

surrounding and based upon his observation a report is submitted.



iii) Interview

Interview method is face to face interaction between interviewer and interviewee. The

information gathered from this method is very precise and detailed.

Advantages:-

If the respondent lacks reading skills to answer a questionnaire then Interview will prove

useful.

Interviews produce a higher response rate.

Disadvantages:-

The interviewee may provide manipulated answers.

It is time consuming

Selected Method - Questionnaire

After critically analyzing the scenario presented, and checking the requirements of the system,

our analysis team believes that questionnaire is the best possible method to gather more detailed

information. The reason for selection is explained below: -

Cost Effective Method- Questionnaire is more economical compared to other investigation

gathering techniques.

Easy to Handle- The information gathered from questionnaire method can be easily

tabulated to have a collective result graph thus, it is easy to handle.

Time saving- Questionnaire method is time saving compared to any other methods available.



QUESTIONNAIRE

SECTION A

PERSONAL DETAILS

Name:

Age:

Email:

Contact No.

SECTION B

Survey Questions

OPERATOR

1. How long do you take to update the FAQ’s on the website? (Operator – 2)

□ Within Hours

□ In a Day

□ In 2-3 Days

□ In a Week

2. How long you take to troubleshoot the problems and queries of the customers? (Operator–9)

□ Immediately

□ 4 – 5 working hours

□ In a Day

□ 2 – 3 Days



3. How do you troubleshoot the problems of the customers?

□ By Chatting

□ Over the Telephone

□ By Visiting the Customer

□ Others

4. Do you attend Training? (Operator – 7)

□ Regularly (In a month)

□ Sometimes

□ Occasionally

□ Never

5. Do you find the feedbacks provided by the customers are useful to you? (Operator – 10)

□ Definitely Useful

□ Slightly Useful

□ Hardly Useful

□ Not Useful

CUSTOMER

6. On which basis you provide feedback?

□ On operator’s answer basis

□ Service providing basis

□ Duration of problem solving basis

□ Solution basis

□ All the above basis



7. What are the different ways for registering the complaints?

□ E-mails

□ Online

□ Telephone

□ Log in

8. What are the different ways of giving feedback response?

□ Manually

□ Through telephone

□ Submitting feedback form

□ Just in writing

□ All the above

9. What kind of response services given by ISP in 24 hour service?

□ Quick response

□ Late response

□ Taking little bit time

□ Reliable / not fix

□ All the above

10. Which language use to clear doubt without hesitation on help desk?

□ English compulsory

□ Hindi compulsory

□ Choice



□ Tamil compulsory

□ All the above

MANAGER

1) To whom does the central IT help desk Manager report?

□ Head of a central IT Service area.

□ Other IT Supervises.

□ Non-IT Management.

□ None of these.

2) How will you approach to operator regarding problem issues?

□ Through Verification and Validation of Tasks.

□ Viewing of queries.

□ Planning.

□ Monitoring.

3) If operator is not enough capable of solving some problem, then as a Manager what can u

do?

□ Changing the operator.

□ Recommend training to the operator.

□ None of these.

4) How will you manage the Data Tracking System?

□ Login Id.

□ Feedback.

□ Through Data Base.



□ None of these.

5) Are you able to check the deadline of returning the product that in case of customer is

facing problem repeatedly in his/her device , then what should be the step taken by the

Manager in favour of the customer to meet the satisfactory level of Customer ?

□ Replacement of product.

□ Problem undefined.

□ Time increases for the sake of being repaired the product.

□ None of these.



6. PROCESS MODELING

Process modeling involves graphically representing the processes, or actions, that capture,

manipulate, store, and distribute data between a system and its environment and among

components within a system. A common form of a process model is a data-flow diagram (DFD).

A data-flow diagram is a graphic that illustrates the movement of data between external entities

and the processes and data stores within a system.


i) Context Diagram :-

A data-flow diagram of the scope of an organizational system that shows the system

boundaries, external entities that interact with the system and the major information flows

between the entities and the system.




0

An ISP Online Helpdesk

System

Customer Manager

Operator

Solve unsolved Problems

Handle Problem and Queries

Report to Manager

Attend Training

Update FAQ’s

Login

Install appropriate software

and Hardware

Online Chatting

Feedback Analysis

Sort Problems

Segregate Task

Maintains Records

Login

Verification of Customer Records

Analyze Feedback

Overview Reports

Recommends for Training

Look for Updates

Check FAQ’s for Solutions

Get Product Details

Provide Feedback

Register Queries and Complains

Track Complains Status

Registration

Login



ii) Data Flow Diagram (Level – 0) :-

OPERATOR

Operator

1.0

Register/Login

Username and Password

Accepted or Rejected

Registration Data StoreAuthentication

Status (Authenticated

or not)

2.0

Update FAQ’sAnswer New FAQ’s Store FAQ’s to Data Store

3.0

Handle Problem

and Queries

Access registered problems Receive registered problems

Troubleshoot Problems Provide Solutions

Manager

Forward Problems if not solved

Solutions to unsolved problems

4.0

Report to

Manager

Provide Daily Reports Daily Progress Report

6.0

Sort Problems

Access Customer Registered Problems

Sort according to priority and demands Store sorted problems

7.0

Install

appropriate

software and

Hardware

Request for Latest Software and Hardware

8.0

Feedback

Analysis

Request to view Feedbacks

9.0

Online Chatting

Receive Queries via Chat

Customer

Provide Solutions to Queries Receive Solutions of Queries

Request for Registered Problems Search Problems

Search Feedbacks

Access FeedbacksView Feedbacks

Technicians

and Vendors

Request

Provide ServiceRetrieve Software and Hardware

5.0

Attend Training

Send Queries via Chat

Provide Training

FAQ Data Store

Request for available FAQ’s Search available FAQ’s

Receives available FAQ’sView available FAQ’s

Problems Data

Store

Request for Customer registered ProblemsSearch Registered Problems

Access Customer Registered Problems

Sorted Problems

Data Store

Feedback Data Store



MANAGER

1.0

Login

Register

2.0

Maintain

Complaint

3.0

Segregate

Tasks

6.0

Feedback

Overview

4.0

Verify

Operator

5.0

Training

7.0

Report

overview

Manager

Register Data StoreCheck Register

Register Detail

Username and Password

Complaint Detail

Manager Workload Operator Details

Operator

Recommend

Training

View FeedbackCheck Detail

Check Report

View Operator Work Check Operator Detail

View Report

Accepted/Rejected

Complaint Id

Feedback

Detail Store

Report Detail

Data Store

Operator Detail

Data Store

Complain Detail

Data Store

Operator Detail Data

Store

8.0

records of

the

customers

Customer records

data store

View Customers Records Verify Customers

Records



CUSTOMER

Customer

1.0

Register

2.0

Login

3.0

Feedback

Respons

4.0

Complain

5.0

View

FAQ’s

6.0

Enquiry

7.0

Getting

solution

Customer

detail

store

Store

feedback details

Username

&

Password

FILL

FORM

DETAILS

Fill

the

feedback

Fill

The

Complain

box

View

questions

&

suggestionsKnow

about the

latest update

of company

helpdesk

Give the

problem

Customer

details

Return

check

LOGIN

NOTICE

Check

Details matched

Check for

ID/password

STORE

FEEDBACK

Get

the

Complain

no.

Store customer

complain

Getting

complain

Return

Complain no..

Solutions

of queries

Give the

solution

Get the

problem

Get the

problem

Number with solution



7. DATA MODELING

ERD (Entity Relationship Diagram)

An entity-relationship diagram (or E-R diagram) is a detailed, logical, and graphical

representation of the data for an organization or business area. The E-R diagram is a model of

entities in the business environment, the relationships or associations among those entities,

and the attributes or properties of both the entities and their relationships.




Individual ERD’s

OPERATOR

Operator

1

Operator ID Name Address

Email ID

RegisteringRegistration

Details

Registration ID

ComplaintsView Complaints Complaint IDM

Providing Solutions

1

SolutionsM

Complaint ID FK

Sort Complaints

1

Complaint ID

Solution ID

Updating FAQ’s

1

FAQ’sM

Operator ID FK

FAQ ID

Analyzing Feedback

M

FeedbackN

User ID

Online Chatting

1

Online ChatM Operator ID

User ID FK

1

Logging In

1

Contact Number

1

Sorted ComplaintsM

1

User ID



MANAGER

Manager

Register and Login Registration Details

Registration ID Username &Password

View Solution

RecordProblem Details

Problem ID Solution ID

View Feedback Feedback Details

Feedback ID Operator ID

Recommendation on

TrainingOperator

Task Assigning Operator

Operator ID Problem ID

Tracing Problem Problem Management Details

Problem ID Customer ID

Segregate Tasks Operator Details

Operator ID Problem ID

Monitoring Record of

EmployesPerformance Record Details

Employe ID Feedback ID



CUSTOMER

Ssss

Customer

Registration

Login details

Complaints details

Solution

Feedback

Chatting

details

Registration

Login

Registering

and tracking

complaints

Viewing

solution

Providing

feedback

Online

chatting

Customer ID

Registration ID

User ID

Complaint ID

Complaint ID PK

Feedback ID

User ID

Solution ID

Operator ID PK



Combined ERD

Operator

Table

Operator ID Name Address

Email ID

Contact Number

Registering

Registration

Details

Table1

Registration ID

Customer

Name

Address

Contact Number

Email ID

Customer ID

1

Manager

1

Email ID

Manager ID

Name

Address

Contact Number

Logging InLogin Details

Table1

User IDRegistration ID FK

1

1

1

Registering

Complaints

1

Complaint

Details Table

M

Complaint ID

Segregating Tasks

1

View Complaints

1

M

Providing Solution

1

Solution Details

TableM

Solution ID

Complaint ID FK

Forwarding Unsolved Problems

1

Unsolved Complaint

Details Table

M Unsolved Complaint ID

Complaint ID FKOperator ID FK

Viewing Unsolved Problems

Providing Solutions1

M

Viewing Solutions

1

M

Providing

Feedback

1

Feedback Details

TableM

Customer ID

Providing Daily

Reports

Daily Reports

Table

M

Report ID

Operator ID FK

1

Viewing Daily

Reports1

M

1

Viewing FAQ’sFAQ’s Details

TableN

FAQ ID

M

Analyzing Feedback

M

N

Overviewing

Feedback

M

1

MUpdating

FAQ’s1 M

Track

Complaints

1

M

Online Chatting

Online Chating

Details Table

1 M

Chat ID

Online Chatting MN



8. SCREEN DESIGN

Name of website: AirNet Broadband Online Helpdesk Date: 21st

March 2014

Screen: 1 of 29 Screen Descriptions:

Links from screens: All

Links to screen: All

Functionality/Interactivity:

This page contains a dropdown menu, which contains all the links to other webpages of the

website. It also provides an attractive look to the website.

This is the master page of the website; it contains

the links which links to all the web pages of the

website. This page welcomes the user and

provides a user friendly interface.

Logo Company’s Name

Header

Image

Detailed information About Company

Link for, getting more information about the company.

Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

© AirNet India 2014, All Rights Reserved

Home Products FAQ’s Live Chat Complain Track My Account Feedback




March 2014


Links from screens: Home Page




website.

This page Provides information about the

company.


Header

Image

Plans Information Renewing Options Information

Value Added Services Information Speed Related Information

Availability Information 24 x 7 Support Information

Dropdown Menu

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status






March 2014




Functionality/Interactivity Task Fulfilling: Customer’s, Viewing Product Details

It contains a dropdown menu which links all the webpages of the website. It also includes quick

links.

This page consist of details of the how to get

new connection, monthly recharge plans, new

services implemented and what are the updates

available for the customers.


Header

Image

Dropdown Menu

Get new connection New Services

Updates New Plan Details

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status






March 2014




Functionality/Interactivity: Task Fulfilling: Customer’s Viewing FAQ’s

As other webpages it also includes dropdown menu, which contains all the links to other

webpages of the website. It also comprises of quick links.


Header

Image

Frequently Asked Questions (FAQ’s)

Frequently asked questions and their answers.


Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status


This page includes the frequently asked questions

and their answers. It is specially provided for the

customers.




March 2014




Functionality/Interactivity: Task Fulfilling: Operator’s, Updating FAQ’s

This page includes the answering field, so that the operator can post the FAQ’s. Similar to all

other pages, this page also contains all the links to other webpages of the website. It also includes

quick links.


Header

Image

Updating FAQ’s

Q: - Most common questions asked by the customers.

Dropdown Menu

Answers to the FAQ’s

Answering Field

Update

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status



This page allows the operator to update the FAQ’s

with their answers. This page is only accessible to the

operator.




March 2014




Task Fulfilling: Customer’s, Online Chat


This page includes the fields to be filled by the customer in order to initialize the chat. It also

includes further links and quick links.


Header

Image

Online Chat

Username

Password

Chat Topic

Not yet registered, Click here to register

Dropdown Menu

Start Chat

Get new Connection

Register

Login

Rental Plans

New Updates



This page allows the user to perform live chat and

get their problems solved instantly. The page asks

the user to enter their username and password and

choose the chat topic to initialize the chat.

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status




March 2014




Functionality/Interactivity: Task Fulfilling: Customer’s, Online Chat

This page includes a chat window, in which the customer can see the messages of the operator

and ask him/her the solution to the problem. It also includes further links and quick links.


Header

Image

Online Chat

Dropdown Menu

Operator: Hi, thank you for contacting AirNet Online Support.

How may I help you today?

Customer: I am Facing………

I am Facing….. Send

Chat Window

Customer Messaging Field

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status © AirNet India 2014, All Rights Reserved


In this page the customer asks the solutions of the

problems from the operator through chat and tries

to get solve his problem instantly.




March 2014




Functionality/Interactivity: Task Fulfilling: Operators’s, Online Chat

This page includes a chat window, in which the operator can see the messages of the customer

and suggest him/her the solution via reply to the message. It also includes further links and quick

links.


Header

Image

Online Chat

Dropdown Menu

Operator: Hi, thank you for contacting AirNet Online Support.

How may I help you today?

Customer: I am Facing………

Send

Chat Window

Operator Messaging Field

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint



In this page the operators receives the problems

from the customer through chat and tries to solve

the problem instantly.




March 2014




Tasks Fulfilling: Customer’s, Register Complaint


This page contains the text fields to get the information’s from the users. It also contains buttons.

And it also includes all the links to other webpages of the website.

This page allows the user to file a complaint or to

ask the queries from the technicians. It also asks

the users to provide their username and password

if they haven’t logged in.




Header

Image

Register your Complaint and Queries

Username*

Password*

Contact No.

City*

Nature of Complaint*

Complaint*: Provide as

much as details as

possible for early

resolution

* Marked fields are mandatory to be filled.

To get Username and Password, click here to register.


Home Products FAQ’s Live Chat Complains Track My Account Feedback

Dropdown Menu

Submit Clear Cancel

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status




March 2014




Task Fulfilling: Manager’s, Segregation of Tasks.


Similar to other web pages it also includes a dropdown menu, which contains all the links to

other webpages. It allows the manager to segregate the problems to the operator’s, so that they

can be solved.


Header

Image

Customer Queries and Complaints

Complaint ID: CID7898

Problem: - Registered queries and complaints of the customers

User ID: [email protected]

Assign To:

Related Files:

Dropdown Menu

Assign

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint



This page allows the manager to segregate the

tasks to the operators registered by the customers.

Browse

mailto:[email protected]




March 2014




Task Fulfilling: Operator’s, Provide Sol and Forwarding Unsolved Problems to Manager


Similar to other web pages it also includes a dropdown menu, which contains all the links to

other webpages. It provides the registered complaints and queries to operator and allows the

operator to get them solved.


Header

Image

Customer Queries and Complaints



Dropdown Menu

Resolving registered problems, queries and

complaints.

Answering Field Reply

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status



This page shows the operator the complaints and

queries registered by the customer. And, it allows

the operator to post the solution. This page is

accessible only by the operator.

Forward to

Manager




March 2014




Functionality/Interactivity: Tasks Fulfilling: Managers, Solving Unsolved Problems

Similar to all other pages, this page also contains all the links to other webpages of the website. It

also includes quick links.


Header

Image

Unsolved Problems forwarded by the Operator



Dropdown Menu

Resolving registered problems, queries and

complaints.

Answering Field

Reply

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status



This page provides the manager the unsolved

forwarded problems by the operator, and allows the

manager to solve the problem via reply to the

operator. This page is only accessible to the manager.




March 2014




Functionality/Interactivity: Fulfilled Tasks: Customer’s, Viewing Solution


also includes quick links.


Header

Image

Your Queries and Complaints


Problem: - Problems registered by the customer.

Dropdown Menu

Reply

Solution: - Solution provided by the operator.

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status



This page provides the solutions to the registered

problems by the customers. The page also allows the

customers to give reply.




March 2014




Functionality/Interactivity: Task Fulfilling: Customer’s, Tracking Complaint Status


also includes quick links along with the fields necessary to be filled in order to check the status

of the complaint.


Header

Image

Track your Complaint Status

Complaint ID

Username

Password

All the fields are mandatory to be filled

Dropdown Menu

Track

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint



This page allows the user (customer) to track the

status of the registered problems by providing the

complaint ID (received during registering complaint),

username and password.




March 2014




Functionality/Interactivity: Task Fulfilling: Customer’s, Tracking Complaint Status


also includes quick links along with the fields necessary to be filled in order to check the status

of the complaint.


Header

Image

Track your Complaint Status

Complaint ID

Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint



This page allows the user (customer) to view the

status of the registered problems by providing the

complaint ID.

Complaint Status




March 2014




Functionality/Interactivity: Task Fulfilled: Customer’s, Operators and Manager, Login

This page contains a login form, which contains the username and password field and on filling

the field correctly user can log in to his/her account.

Logo AirNet Broadband

Header

Image

Login

Username

Password

Login As



Dropdown Menu

Log In Clear

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page provides a login interface to the user.

From this page, registered users can log in by

providing their username and password.





March 2014





Header

Image

Login

View FAQ’s

Register Complaint

View Solution


Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page belongs to the customer. This page

provides further links helpful for the customers.





March 2014





Header

Image

Login

Tasks Assigned By Manager

Sort Problems

Update FAQ’s

Feedback Analysis

Submit Reports


Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page belongs to the Operator. This page

provides further links helpful for the operator.





March 2014





Header

Image

Login

Segregate Tasks

Solve Unsolved Problems

View Daily Reports

Feedback Overview


Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page belongs to the Manager. This page

provides further links helpful for the Manager.





March 2014




Functionality/Interactivity: Task Fulfilled: Customer, Operator, Manager

This page contains a registration form, and on filling the form, user can log in to the account

using the username and password provided on submitting the form. It also contains quick links.

This page provides a registration form to the user.

After filling this form, user can get the username

and password.




Header

Image

Register

Product ID

First Name

Last Name

Choose Username

Create Password

Confirm Password

Birth Date

Gender Male Female

Address

Contact No.

I agree the AirNet Terms of Service and Privacy

Policy

Dropdown Menu

Day Month Year

Submit Clear Cancel

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint






March 2014




Functionality/Interactivity: Tasks Fulfilled: Customer’s, Provide feedback

Similar to all other webpages it also contains a dropdown menu, which provides links to all the

webpages of the website. It also includes the quick links.

This page asks the users to provide the feedbacks

and suggestions regarding the helpdesk and the

services provided by the company along with

their details.




Header

Image

Feedback / Suggestion

What would you like

us to assist you with ?*

Contact No.*

Location

Username*

Password*

* Marked fields are mandatory to be filled.

To get Username and Password, click here to register.

Dropdown Menu

Submit Clear Cancel

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status






March 2014




Functionality/Interactivity: Task Fulfilled: Manager’s, Feedback Overview


website. It provides the details regarding the feedbacks provided by the customers. This page can

be accessed only by the manager.


Header

Image

Get new Connection

Register

Login

Rental Plans

New Updates

Feedback of Customers


Dropdown Menu

Name: Name of the Customer

Location: Location (State)

Contact No.: Mobile Number

Feedback and Suggestions received.

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status


This page provides the feedback and suggestions

received by the customers to the manager along

with the details of the customer. This page is

accessible only to the manager.




March 2014




Functionality/Interactivity: Task Fulfilled: Operator’s, Feedback Analysis


website. It provides the details regarding the feedbacks provided by the customers. This page can

be accessed only by the manager.


Header

Image

Get new Connection

Register

Login

Rental Plans

New Updates

Feedback of Customers


Dropdown Menu

Name: Name of the Customer

Location: Location (State)

Contact No.: Mobile Number

Feedback and Suggestions received.

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status


This page provides the feedback and suggestions

received by the customers to the operator along

with the details of the customer. This page is

accessible only to the manager.




March 2014




Functionality/Interactivity: Task Fulfilled: Customer’s, Login




Header

Image

Registration Successful, Now you can Log In

Username

Password

Login As



Dropdown Menu

Log In Clear

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page confirms the customer that, their

registration has been successful, Now they can

Login





March 2014


Links from screens: Register Complaints






Header

Image

Complaint Registered Successfully

Your Complaint ID is: CID01414

To, Track Your Complaint Status, Click Here


Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page confirms the customer that, their

complaint has been registered successfully.





March 2014


Links from screens: Register Complaints


Task Fulfilled: Operator’s, Sort Problems


Header

Image

Sort Problems


Problems:

Problem Type Set Priority


Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page allows the operator to sort the problems

according to the priority and the problem type.


Submit




March 2014


Links from screens: Operator’s Page


Task Fulfilled: Operator’s, Submitting Daily Reports


Header

Image

Submit Daily Reports


Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page allows the operator to submit the daily

reports to the manager.


Daily Progress Reports




March 2014


Links from screens: Manager’s Page


Task Fulfilled: Manager’s, Viewing Daily Reports


Header

Image

View Daily Reports


Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page allows the manager to view the daily

progress reports provided by the operator.


Daily Progress Reports




March 2014


Links from screens: Feedback Page



Header

Image

View Daily Reports

Your Form has been successfully submitted!

Your opinions and comments are very important to Us and we

read every message that we receive.


Dropdown Menu

Get new Connection

Register

Login

Rental Plans

New Updates

Home

Quick Link

FAQ’s

Quick Link

Latest

Offers

Register

Complaint

Provide

Feedback

Track

Complaint

Status

This page, thanks the customers for providing

their valuable feedback.




All the web Pages of the website will be based on the following Scheme:

Background: Color Audio: Nil

Body: Background Image: - Nil Video: Nil

Background color: - White Stills: - Images.jpg,

Images.png, images.jpeg.

Color Scheme: White, Guardsman Red and Gray60

Text attributes: Font: - Times New Roman



9. PHYSICAL DESIGN

In physical design, we turn the logical design into physical, or technical, specifications.

1. Home Page



2. Page linked with home page or a part of home page



3. Product Details page for Customer



4. FAQ’s Page for Customer



5. Update FAQ’s Page for Operator



6. Live Chat Page for Customer to Start the Chat.



7. Chat window for Customer



8. Chat window for Operator



9. Register Complaint Page for Customer



11. Complaint Registered Confirmation Page for Customer.



10. Segregate Tasks page for Manager



12. View Complaint Page for Operator



13. Unsolved Problems page for Manager



14. View Solution Page for Customer



15. Track Complaint Status Page for Customer



16. View Complaint Status for Customer



17. Sign In page for Customer, Manager, Operator



18. Customer Page after Logging In.



19. Operator Page after Logging In



20. Sort Problems Page for Operator for Sorting Problems



21. Feedback Analysis Page for Operator



22. Operator Page for Submitting Daily Report to the Manager



23. Manager Page after Logging In



24. Manager Page for Viewing Daily Reports



25. Registration Page for Customer, Operator, Manager



26. Registration Confirmation Page comes after the registration



27. Provide Feedback page for Customer



28. Feedback Confirmation Page for Customer



29. Feedback Overview Page for Manager



10. References

i) Valacich, J., George, J. and Hoffer, J., (2012). Essentials of Systems Analysis and Design. 5th

ed., United States of America: Prentice Hall, p 6.

ii) Valacich, J., George, J. and Hoffer, J., (2012). Essentials of Systems Analysis and Design. 5th

ed., United States of America: Prentice Hall, pp 154 - 167.

iii) Cashman S. Bir (2004). System Analysis & design Methods. 5th ed. LPE India: Tata Mc

Graw Hills.

iv) Fonollera, D., 2009, Feasibility Study, Project Proposal and Business Plan [online], p 4,

Available from http://www.wmsu.edu.ph/rdec/PDF/Feasibility%20Study.pdf, [Accessed 21st

February 2014].

v) http://www.reference.com/motif/business/samples-of-feasibility-report Accessed on 21st Feb

2014

vi) http://www.ask.com/question/meaning-of-feasibility-report accessed on 21st Feb 2014

vii) http://www.answerbag.com/q_view/2062185#ixzz2uGYVGkLk accessed on 22nd

Feb 2014

viii) http://www.airtel.in/digital-tv/dth-contact-us/customer-care/ accessed on 2nd

March 2014

ix) http://broadband.sify.com/faq.php accessed on 2nd March 2014

x) Halwett - Packard Development Company, 2014, HP Business Helpdesk , System

Requirements and Supported Products [online], Available from

http://h20195.www2.hp.com/V2/GetPDF.aspx/c04087983.pdf, [Accessed 4th

April 2014].

http://www.wmsu.edu.ph/rdec/PDF/Feasibility%20Study.pdf

http://www.reference.com/motif/business/samples-of-feasibility-report

http://www.ask.com/question/meaning-of-feasibility-report

http://www.answerbag.com/q_view/2062185#ixzz2uGYVGkLk

http://www.airtel.in/digital-tv/dth-contact-us/customer-care/

http://broadband.sify.com/faq.php



11. Appendix

Online Helpdesk System

Engineering

Transcript of Online Helpdesk System