1. Group 11: LongNH – HongLM – MinhNQ – HuyLD Supervisor: Mr. TaiNT
eSmartDesk Project
Group 11: LongNH – HongLM – MinhNQ – HuyLD
Supervisor: Mr. TaiNT

2. Categories
Introduction
Features
Database Model
Demo
Q&A

3. Categories Introduction Background Current Problem
What’s eSmartDesk and its benefits?
Developing Environ. And Techniques

4. Categories Features Help desk features FAQs Management
User Management
Ticket Management
User Notification
FAQs Management
Report Management

5. Categories
Database Model
ER Model
Demo
Q&A

6. 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

7. 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.

8. 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

9. 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 or message log

10. 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

11. 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

12. 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

13. Features
Overall usecase model

15. Features
Help Desk features
User Management

16. Features
Help Desk features
Ticket Management

18. Search on knowledge base page Call or send mail
Use: Phone or ?
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

19. Features
Help Desk features
User Notification

21. 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

22. FAQs Management

24. 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

25. Features
Report Management

26. Features
Report Management

27. Features

28. Database Model
ER Model

30. Demo

31. Q&A