ePROJECT Online Help Desk FPT APTECT

Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

FPT-APTECH COMPUTER
EDUCATION
Centre Name: ACE-HCMC-3-FPT

Online Help Desk
Documentation

Group Member

LE THANH BINH - Student635001
VUONG QUOC HUNG - Student557205
HUYNH KHANH HUY - Student407715

Group Name

Group 4

Instructor

Cao Hoang Phuc

Batch

F5-10-1106-T1

Semester

3

Ho Chi Minh City, 09/2012

Project Team: 04

Prepared by: All members

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

This is to certify that
1. Le Thanh Binh .............................. Student635001
2. Vuong Quoc Hung ........................ Student557205
3. Huynh Khanh Huy......................... Student407715

Has successfully Designed and Developed.

Online Help Desk
Submitted by: Le Thanh Binh
Date of issue: 08 – Sep – 2012
Authorized Signature:

Binh Le

09-2012

Project Team: 04

Prepared by: All members

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

TABLE OF CONTENTS
REVIEW 1.................................................................................................................................. 4
Entities:............................................................................................................................... 25
Entity Relationship Diagram (ERD):..................................................................................... 29
Table Defination:................................................................................................................. 30
Database Relationship Diagram:......................................................................................... 33
USER PAGES ....................................................................................................................... 36
ADMINISTRATOR PAGES ..................................................................................................... 56
CHECKLISTS......................................................................................................................... 70

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

REVIEW 1
Acknowledgements, Problem,
Solution, and Design

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Project: Online Help Desk

1.

Document: Development Guide

Approved by: Faculty

ACKNOWLEDGEMENTS:

We would like to acknowledge all those who have given moral support and helped us make
the project a success.
We wish to express our gratitude to the eProject Team at the Head Office, who guided
and helped us. Particular thanks to Mr. Cao Hoang Phuc, who suggested the "debugging is
parallelizable" formulation, and helped to develop the analysis that proceeds from it. I would
also like to express my gratitude to all the student members of my centre (HCM, Aptech Fat5)
for not only providing me with the opportunity to work with them on this project, but also for
their support and encouragement throughout the process.
Although, there have been many attempted but by the time the limited practice should not be
able to avoid the mistakes and omissions. Hope is the understanding of eProject Team at the Head
Office. And finally, we would like to offer many thanks to all my friends for their valuable suggestions
and constructive feedback.

2.

INTRODUCTION:

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 centre, faculty club etc.

3. PROBLEM DEFINITION:
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.

4. SOLUTION:
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).

5. CUSTOMER REQUIREMENT SPECIFICATION (CRS):
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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

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.

•

Sreate 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.

•

There is also an ‘Administrator’ for doing the Admin-level functions such as creating
user accounts, adding new facilities to the system etc.

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

6. ARCHITECTURE & DESIGN OF THE PROGRAM:
The application will be made of a Web-based distributed three-tier architecture to
support multiple user transaction at the same time.

From actual operation of the leaning and management, the entities are identified and
must be stored are:

i. Requirements Storage:
a) Module User:

• Information about Users (such as the user name, password of the user, kind
of user, full name, email, address, phone number etc).
• Information about Requests (request id, requestor, facility, request
date/time, assignee, status etc).
• Information about Messages (message id, subject, contents of message,
recipient etc).
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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

b) Module Admin:
• Information about Facilities.
• Information about Status.
• Information about Severity.
• Information about Help topics and Questions.

II. Requirements Functions:
a) Function of the User:
•
•
•

•
•
•
•
•

Login to Website.
Change password himself/herself.
Change user information himself/herself.
View FAQs.
View Messages.
Create a new request and view requests created by him/her over the past.
Update asignee of requests (facility-heads).
Update status of requests (assignees).

b) Function of the Admin:
•
•
•
•
•
•
•
•
•

Login to Administrator Pages
Change password himself/ herself.
Insert, update, delete Users.
Insert, update, delete Facilities.

Insert, update, delete Status list.
Insert, update, delete Severity list.
View and update status of requests.
Insert, update, delete FAQs.
Send message to any users.

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

7. HARDWARE/ SOFTWARE REQUIREMENT:
I. Hardware & OS:
•

•
•

A minimum computer system that will help you access all the tools in the
courses is a Pentium 166 or better.

256 Megabytes of RAM or better.

Windows 2003/2008 Server, Windows XP or Windows 7.

II. Software:
•
•

Visual Studio .NET / ASP
IIS Server.

•
•

Web Browser.
MS SQL SERVER 2005.

•

.Net Framework.

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

8. DATA FLOW DIAGRAM (DFD):

Figure 1. Context Diagram - Online Help Desk Process

Figure 2. Manage Requests Process

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

Figure 3. Update User Info Process

Figure 4. View FAQs Process

Figure 5. View Messages Process

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

Figure 6. Change Password Admin Process

Figure 7. Manage Users Process

Figure 8. Manage Facilites Process

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

Figure 9. Manage Status Process

Figure 10. Manage Severity Process

Figure 11. Manage Requests Process

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

Figure 12. Manage Topics Process

Figure 13. Manage Questions Process

Figure 13. Manage Messages Process

9. ALGORITHMS (FLOW CHARTS DIAGRAM):
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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

Figure 1: Flow Chart for Login Object

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Document: Development Guide

Approved by: Faculty

Figure 2: Flow Chart for Add Object

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Document: Development Guide

Approved by: Faculty

Figure 3: Flow Chart for Edit Object

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

Figure 4: Flow Chart for Delete Object

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Document: Development Guide

Approved by: Faculty

Figure 5: Flow Chart for Search Object

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

10. USE CASES:
10.1. ACTOR:
Actor Name

Description

Users

1. Login, Logout.
2. Change Password.
3. Change User’s Info.
4. View FAQs.
5. View Messages.
6. View Requests.
7. Create New Request.
8. Update Requests.
9. Update Asignee.
10. Update Status.

Admin

1. Login, Logout.
2. Change Password.
3. Manage Users.
4. Manage Requests.
5. Manage Facilities.
6. Manage Status.
7. Manage Severity.
8. Manage Topics.
9. Manage Questions.
10. Manage Messages.

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

10.2. CONTEXT DIAGRAM:
USERS:

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Document: Development Guide

Approved by: Faculty

ADMIN:

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

TASK SHEET OF REVIEW 1
Project
Ref. No.

Date of Preparation of Activity Plan

Online Help Desk
Description

Start
Date

Complete
Date

Team member

Status

Problem Definition &
Solution

09-Aug2012

12-Aug2012

All

Complete
d

02

Customer
Requirement
Specification

12-Aug2012

12-Aug2012

All

Complete
d

03

Architecture &
Design of the
Program

13-Aug2012

15-Aug2012

All

Complete
d

04

Data Flow Diagram

15-Aug2012

17-Aug2012

Vuong Quoc
Hung

05

Flow Chart Diagram

15-Aug2012

17-Aug2012

Huynh Khanh Huy

06

Use Cases

15-Aug2012

17-Aug2012

Le Thanh Binh

01

1REVIEW

Sr.
Task
No.

Project Name:

Signature of Team Leader

Signature of Instructor

Le Thanh Binh

Cao Hoang Phuc

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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

REVIEW 2

Entity, Entity
Relationship
Diagram,
Database
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Project: Online Help Desk

Document: Development Guide

Approved by: Faculty

Entities:

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Prepared by: All members

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