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eSmartDesk Project
Group 11: LongNH – HongLM – MinhNQ – HuyLD Supervisor: Mr. TaiNT
IntroductionFeaturesDatabase ModelDemoQ&A
CATEGORIES
CATEGORIES
Introduction• Background• Current Problem• What’s eSmartDesk and its benefits?• Developing Environ. And Techniques
CATEGORIES
Features• Help desk features
User Management Ticket Management User Notification
• FAQs Management• Report Management
CATEGORIES
Database Model• ER Model
Demo Q&A
INTRODUCTION
Why’s eSmartDesk needed?• Information technology (IT) is developing quickly• Companies and organizations have applied IT into their
business processes for increasing productivity, lowering time and cost
• However by the shortage of IT skillful employees, many problems from light to critical may appear anywhere in the system
INTRODUCTION
Current Problems• Difficult for IT staffs to undertaken all appeared issues.• Difficult to manage issues from all departments for large
companies.• Interacting channels between user and IT staff are just
phone, mail.• There is not something like knowledge base for employee• IT team does not have performance report to identify their
weakness for improving.
INTRODUCTION
What’s eSmartDesk and its benefits?• A software system that provides for users of an
organization as center point of contact, to receive help on various IT issues appears.
• Manage all appeared IT issues following the most effective way helping reduce time, risks, and increase staff’s productivity
INTRODUCTION
Some eSmartDesk benefits: A more effective way to manage staff and IT issues
Allow admin to manage employees, and IT teams effectively Provide for users a complete system to manage IT issues with friendly
and interactive interface Provide real-time tracking allowing users to update their issues by
email or message log
INTRODUCTION
Some eSmartDesk benefits: A large FAQs knowledge base:
Provide a large FAQs knowledge base of simple IT problems, their solutions and guidelines.
Help employee to find problem’s solution more quickly and simple without contacting IT staff Decrease pressure of IT staffs
A criterion for evaluating staff’s performance and contribution
INTRODUCTION
Some eSmartDesk benefits: A visual tool for evaluating whole system:
Provide report feature with chart and data table about IT issues and staff performance
Supply many kind of criterions providing user more choices Based on report finding weakness in current system to improve and
upgrade
DEVELOPING ENV. AND TECHNIQUES
Developing Environment• Java Programing Language, Tomcat Apache Server.• NetBeans IDE (Integrated development
environment) 6.9.1• Database SQL server
Techniques• Framework struts 2, hibernate• AJAX (asynchronous java and xml), XML (extendible
markup language), dynamic HTML with javascript, jquery, css3, log4j loggers
FEATURES
Overall usecase model
System
Employee
IT Staff
Admin
Manage Issue
Manage User
Manage Report
Notify UserManage FAQs
Create FAQs
Edit FAQs
Approve FAQs
Notity by Message Log
Notify by Email
Log Basic Issue
Search Issue
Log Advanced Issue
Edit Issue Info.
Search FAQs View Detailed FAQs
Search User
View User Info
Create New User
<<extend>>
View Detailed Issue
Edit User Info<<extend>>
<<extend>>
Create Report
<<extend>>
<<include>>
<<include>>
View message log
<<extend>>
Export to PDF
<<extend>>
FEATURES
Help Desk features• User Management
System
Admin
IT Staff
Employee
Manage User
Create New User Edit User Info
View User Info
Search User
<<extend>>
<<extend>>
FEATURES
Help Desk features• Ticket Management
System
Admin
IT Staff
Employee
Manage Issue
Log Advanced Issue Edit Issue
View Detailed Issue
Search Issue
Log Basic Issue
<<extend>>
<<extend>>
User
Start
IT Staff
Admin
End
Having IT Issue
Use: Phone or email?
Call or send mail
Yes
Search on knowledge base page
Have same issue?
Solution useful?
Log new issue
Fulfill issue info.
Assign to appropriate
IT staff
Change status to OPEN, send message for
admin
Come and fix issue
Can’t fix issue
User or staff also can log issue
Classify, check severity, fill necessary info.
No
Yes
NoNo
No Yes
Yes
FEATURES
Help Desk features• User Notification
System
Admin
IT Staff
Employee
Notify User
Notify by Email
Notify by Inbox Message
View Message Log
User Start
Admin End
Log New Ticket
Yes
Assign task to IT Staff
No
Update Ticket Info.
Create New User
Auto send mail, message
to user
Log New Ticket
FAQs Management
System
Admin
IT Staff
Employee
Manage FAQs
Approve new Faqs
View Detailed Faqs
Create New Faq
Edit Faqs Info
Search Faqs
<<extend>>
<<extend>>
IT Staff
Start
User
Admin
End
Review existing issue and want to create new FAQ
Yes
Approve FAQ
View Approved FAQ
No
Search on knowledge base page
Have same FAQ?
Create new FAQ
Fulfill FAQ Info.
Edit FAQFAQ useful, adequate?
Change FAQ Info.
Review existing FAQ
FAQ useful, adequate?
No
No
Yes
Yes
FEATURES
Report Management
System
AdminManage Report
Produce New Report
Export Report to PDF
<<extend>>
FEATURES
Report Management
FEATURES
DATABASE MODEL
ER Model
DEMO
Q&A