Group 11: LongNH – HongLM – MinhNQ – HuyLD Supervisor: Mr. TaiNT eSmartDesk Project Group 11: LongNH – HongLM – MinhNQ – HuyLD Supervisor: Mr. TaiNT
Categories Introduction Features Database Model Demo Q&A
Categories Introduction Background Current Problem What’s eSmartDesk and its benefits? Developing Environ. And Techniques
Categories Features Help desk features FAQs Management 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
Features Help Desk features User Management
Features Help Desk features Ticket Management
Search on knowledge base page Call or send mail Use: Phone or email? Start Having IT Issue User No Yes Solution useful? Have same issue? Yes Search on knowledge base page Call or send mail No No Log new issue Admin Classify, check severity, fill necessary info. User or staff also can log issue Fulfill issue info. Assign to appropriate IT staff Yes Can’t fix issue End IT Staff Change status to OPEN, send message for admin Come and fix issue Yes No
Features Help Desk features User Notification
Auto send mail, message to user Start Log New Ticket Update Ticket Info. Create New User Assign task to IT Staff Auto send mail, message to user No Yes End Admin Log New Ticket
FAQs Management
Search on knowledge base page Review existing issue and want to create new FAQ Start Search on knowledge base page IT Staff Have same FAQ? Fulfill FAQ Info. Create new FAQ No Yes FAQ useful, adequate? Change FAQ Info. Edit FAQ No Yes No FAQ useful, adequate? Admin Review existing FAQ Approve FAQ Yes End User View Approved FAQ
Features Report Management
Features Report Management
Features
Database Model ER Model
Demo
Q&A