1. Connect, Access & Resolve Asha Sasi M0732 MCA 2007-2010

2. Laxmitek is a reliable brand in the field of Electronic Manufacturing, education and services since 1999. Laxmiinfotek an extended arm of this family is steered by a group of highly talented professionals. We provide Enterprise Software Solutions in addition to stand alone solutions in logistics, inventory management, Travel, Tourism, HRM, Accounting, Web Designing and Hosting.

3. PROJECT DESCRIPTION The project includes both desktop application as well as web application. The application aims at improving customer support and troubleshooting activities. It allows providing technical support to customers through remote desktop control. A Help Desk Process provides users with the answers they need for their technical issue.

4. By bringing Help Desk Process to the digital medium and onto computers, finding solutions has been easier. Using RemotePC HelpDesk, providing helpdesk facilities will have the added advantage of remote desktop control. The scope of the project is global i.e. it should be able to be accessed from anywhere through the Internet by providing proper login.

6. MODULE DESCRIPTION

7. Module Includes:- Admin Technician Client

8. Admin Module Adds sold products to the web server Adds new problems and its solution to the web server. Desktop viewer application environment. Provision to manage technicians. Create account for techinician(s) by using user id, port number and ip address.

9. Technician Module Login to RPCHD account via desktop viewer application by entering the login details provided by the administrator. Live chat with customer. Create and conduct support session. Connect remotely to customer’s pc and begin troubleshooting.

10. Customer Module Avail technical support by registering and then after login in to the site. Search the problem solution. Live chat with technician. Requests for remote support by downloading and running the remote pc client software.

11. SYSTEM ANALYSIS

12. Existing System Most companies are giving customer support through telephone services. Only one customer will be treated at a time through the phone. The customer should resolve the problem with the given instructions by the technician.

13. Disadvantages of Existing System There is no remote access to the customer system. Problems in storing chat details. Handles only one customer at a time.

14. Proposed System It has facilities to overcome all the disadvantages of the Existing system. There are facilities to handle more number of customers at a time. Customer will get the right support from the right technician.

15. Advantages of Proposed System Connect to customer’s pc remotely. Resolve technical issues. Desktop viewer for technician. Instant transfer of file between technician’s pc and that of customer’s. Live chat with customer and interact with them. Handle administrative tasks.

16. SYSTEM REQUIRMENTS

17. Hardware Requirements Processor - INTEL PENTIUM class, AMD or a compatible processor Memory - 512 MB RAM Hard Disk Capacity -10 GB FREE SPACE Key Board Mouse

18. Software Requirements Architecture -J2EE Web front-end -JSP Database -MySQL IDE -Eclipse Web Server -Apache Tomcat Server side script -JSP, RMI Client side script -Javascript, HTML, Java Swing

19. TABLE DESIGN

20. Admin on Application interface Field NameTypeSizeDescription UidInt4User id UnameVarchar20User name PasswordVarchar25Password 1.Admin Login Details This table stores admin login details Primary Key :uid

21. 2. Customer Details Stores the details of the customer. Primary Key : cust_id Filed NameTypeSizeDescription Cust_idInt4Customer id Cust_fnameVarchar20Customer first name Cust_mnameVarchar20Customer middle name Cust_lnameVarchar20Customer last name UnameVarchar20User name PasswordVarchar25Password

22. 3.Product Details Stores the details of the sold products. Primary Key : product_id Filed NameTypeSizeDescription Product_idVarchar15Product id Product _nameVarchar25Product name Sold_dateDate8Date sold

23. 4.Questions Stores the problems and its solutions. Primary Key : q_id Filed NameTypeSizeDescription Q_idInt4Question id KeywordsText100Keywords of problem DescriptionText200Problem description Solving_tipsText500Problem solvind tips

24. 5.New Questions Stores the new questions asked by the customer. Primary Key : product_id Filed NameTypeSizeDescription Nq_idInt4New question id QuestionText200New question asked Add_dateDate8Added date StatusBit1Added/Not

25. Application Interface tables Field NameTypeSizeDescription UidInt4User id UnameVarchar20User name PasswordVarchar25Password 1.Login Details This table stores admin login details Primary Key : uid

26. 2.Technician Details Stores technician details. Primary Key : tech_id Filed NameTypeSizeDescription Tech_idInt4Technician id Tech_nameVarchar20Technician name Tech_unameVarchar20Technician user name Tech_passVarchar25Technician password RateFloat8Rate of wage Tech_emailVarchar15Technician Email id

27. 3.Tech Support Stores the product details to witch the technicians are giving support. Primary Key : support_id Foreign Key : Tech_id Filed NameTypeSizeDescription Support_idInt4Support Id Tech_idInt4Technician Id Product_idVarchar15Product id

28. 4.Technician attendance details Stores technician login, logout details. Primary Key : l_id Foreign Key : Tech_id Filed NameTypeSizeDescription L_idInt4Login entry number Tech_idInt4Technician id Login_timeDatetime9Login time Logout_timeDatetime9Logout time StatusBit1Logout time added/not

29. 5.Chat Details Stores chat details. Primary Key : chat_id Foreign Key : tech_id Filed NameTypeSizeDescription Chat_idInt4Chat id Tech_idInt4Technician id Tech_unameVarchar20Technician user name Client_ipVarchar16Client ip address Start_timeDatetime9Chat start time Stop_timeDatetime9Chat stop time

30. 6.Chat Description Stores chat descriptions. Primary Key : des_id Filed NameTypeSizeDescription Chat_idInt4Chat id Tech_chatText100Technician Chat Data Client_chatText100Client Chat Data

31. 7.Technician wage details Stores technician wage details. Primary Key : wid_id Filed NameTypeSizeDescription wid_idInt4Chat id Tech_idInt4Technician id AmountFloat8Wage Amount DateDatetime9Wage calculated date

32. DATA FLOW DIAGRAM

33. Level-0

34. Level-1:Admin of Application Interface

35. Level-1:Admin on Web Interface

36. Level-1:Technician

37. Level-1:Customer

38. Level-2:Admin on Aplication Interface

39. Level-2:Admin on Web Interface

40. Level-2:Technician

41. Level-2:Customer

42. .

43. THANK YOU