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Online Help Desk
Posted Date: 19 Mar 2008 Resource Type: Articles/Knowledge Sharing Category: General
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Posted By: Aparanjitha Member Level: Gold
Rating:  Points: 5
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Title of the project
Development of a practical Online Help Desk (OHD) for the facilities in the campus
Abstract of the project
This project is aimed at developing an Online Help Desk (OHD) for the facilities in the campus. This is an Intranet based application that can be accessed throughout the campus. This system can be used to automate the workflow of service requests for the various facilities in the campus. This is one integrated system that covers different kinds of facilities like class-rooms, labs, hostels, mess, canteen, gymnasium, computer center, faculty club etc. Registered users (students, faculty, lab-assistants and others) will be able to log in a request for service for any of the supported facilities. These requests will be sent to the concerned people, who are also valid users of the system, to get them resolved. There are features like email notifications/reminders, addition of a new facility to the system, report generators etc in this system.
Keywords
Generic Technlogy keywords
Databases, Network and middleware, Programming
Specific Technology keywords
MS-SQL server, HTML, Active Server Pages
Project type keywords
Analysis, Design, Implementation, Testing, User Interface
Functional components of the project
Following is a list of functionalities of the system. More functionalities that you find appropriate can be added to this list. More facilities that are appropriate to your college can be included in the system. And, in places where the description of a functionality is not adequate, you can make appropriate assumptions and proceed.
There are registered people in the system (students, faculty, lab-assistants and others). Some of them are responsible for maintaining the facilities (like, the lab-assistant is responsible for keeping the lab ready with all the equipment in proper condition, the students council is responsible for taking forward students’ complaints/requests to the faculty/administration etc).
There are three kinds of users for this system:
1.those who use the system to create a request (end-users)
2.those who look at the created requests and assign them to the concerned people (facility-heads)
3.those who work on the assigned requests and update the status of the same on the system (assignees)
There is also an ‘Administrator’ for doing the Admin-level functions such as creating user accounts, adding new facilities to the system etc.
1.A person should be able to
login to the system through the first page of the application
change the password after logging into the system
see the status of the requests created by him/her (the status could be one of unassigned/assigned/work in progress/closed/rejected)
see the list of requests (both open and closed) created by him/her over the past
create a new request by specifying the facility, the severity of the request (there may be several levels of severity defined) and a brief description of the request
close a request created by him/her by giving an appropriate reason
see the requests that are assigned to him/her by the facility-heads and update the status of requests (after working on them)
view the incoming requests (if he/she is a facility-head) and assign them to registered users of the system
get help about the OHD system on how to use the different features of the system
2.As soon as a request is created, an automatic email should be sent to the person who created the request and the concerned facility-head. The mail should contain the request details.
3.Similarly, when any status-change occurs for a request (such as the request getting completed etc), an automatic email should be sent to the person who created the request and the concerned facility-head.
4.A summary report on the requests that came in and requests that were serviced should be sent to every facility-head periodically (say, once in a month)
Steps to start-off the project
The following steps will be helpful to start off the project.
1.Study and be comfortable with technologies such as Active Server Pages/HTML and SQL server. Some links to these technologies are given in the ‘Guidelines and References’ section of this document
2.Decide on the list of facilities that would be supported and define it formally
3.Make a database of different kinds of users (End-users, Facility-heads, Assignees)
4.Assign a system-admin who will create mail-ids for the people in the intranet of your lab or in the internet. These mail-ids will be used for sending automatic notifications and reports. The system-admin will also take care of assigning the logins to the users of the OHD system
5.Create the front-page of the OHD system giving a brief description about the system and a login box
6.Create the help-pages of the system in the form of Q&A. This will help you also when implementing the system
7.Create other sub-systems like automatic notification, screens for various functions (like create_new_request,view_open_requests, forward_new_request_to_assignee etc)
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