Group Assignment Helpdesk Case Study Acknowledgement First we would like to thank Dr. Damith Mudugamuwa for the guidance given to us for this subject. As a group all of us worked very hard and many of our colleagues also assisted us when doing the development of the system, and special thank you goes out to all of them. Next we would like to thank APIIT administration, library and computer lab staff who has helped us in many different ways to complete this assignment. CM30067-M Enterprise Database System Page 1 of 66
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Group Assignment Helpdesk Case Study
Acknowledgement
First we would like to thank Dr. Damith Mudugamuwa for the guidance given to us for
this subject.
As a group all of us worked very hard and many of our colleagues also assisted us when
doing the development of the system, and special thank you goes out to all of them.
Next we would like to thank APIIT administration, library and computer lab staff who
has helped us in many different ways to complete this assignment.
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Group Assignment Helpdesk Case Study
6.0 Proposed System Features
Below is a guideline on how to Record and Edit Issues to show the progress
Login Page – Enter User Name and Password of the person login and click on “Login” Ex: - User Name: Vindya Password: password123
If successfully logged in Issue Summary Page will be displayed
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To Create an Issue Click on “Create Issue” and the following page will be displayed
Enter all relevant information as shown below and click on the “Assign” button
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All Engineers that are available are shown for the operator to select the relevant engineer to assign the issue to
Skills which each engineer specialise in can be viewed by clicking on the “Select” link for each specialist under “Show Skills”
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Select the appropriate Engineer and Click on “Save”
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Once the issue is recorded successfully it will return to the Issue Summary page where you can view the issue just recorded. In the issue summary table it will record the Issue ID, Issue Summary, Reported Date and Time, Caller Name (Reported By), Specialist Name (Assigned To), Operator Name (Recorded By), Severity and Status (Created, In Progress, Close)
Once the specialist logins to the system he/she can select the relevant issues assigned to them. To update the progress of the issue click on “Select” under “Edit”
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When a specialist needs to update a particular issue with the progress made the create issue screen will be displayed again for editing
Specialist can change the status of the issue to “In Progress” and add a comment with the progress done and save the record as then it can be used in follow up calls to give the progress to the caller
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Once the comment is successfully added it will return to the Issue Summary page and the relevant issue can be selected again to view the comment just added. It will record the Name of the person who added the comment. (Login user name of the specialist)
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Follow up calls can also be accommodated in the same way. Commented by person will be the operator in this case
When an issue can be solved by the operator itself the flow of events will be as follows. When the issue is created the status can be straight away changed to “Close”
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Once the status is changed to “Close” the “Assign” button will automatically change to “Save” and the issue can be saved
Once the issue is saved successfully the below shown screen will be displayed
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Issue Summary page will be as below. Status of relevant issue is shown as closed
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Data Entering Forms
Entering Data to the Issue Type table. Click on “Add” Enter the relevant data and click on “Save”
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Entering Data to the Solutions table. Click on “Add” and enter the relevant data and then click on “Save”
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Enterting Data to the Hardware table. Click on “Add” Enter the relevant data and click on “Save”
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Entering Data to the Software table. Click on “Add” Enter the relevant data and click on “Save”
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Entering data to the Employee table. Click on “Add” Enter relevant data and click on “Save”
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Editing Data in the Solutions table. Select the appropriate Solution to Edit
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Click on the “Edit” Button and make the necessary changes
Once the changes are done click on the “Save” button
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Deleting a particular record in the Solutions table. Select the record to be deleted and click on “Delete”
Click on “Confirm Delete” if the record is to be deleted from the Database.
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Once the record is successfully deleted below shown screen will be displayed
Due to time constraints the Edit, Delete and Reset functions were implemented
only in the Solutions data entry form. Similar implementation needs to be applied
in other master data setup forms.
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7.0 Testing
7.1 System Functional Testing
During the development module testing and system integration testing was done in the
developer level.
7.2 Front-end Testing
Application Testing was done to identify if error messages were displayed when
validations such as below were violated. In the Create Issue page Issue Summary,
Description, Issue reported time, Issue reported date, Software or Hardware serial number
cannot be blank else it will not allow for an issue to be assigned to an engineer. In the
Assign Issue to Engineer page an engineer has to be selected if not it will not allow for
the record to be saves successfully.
7. 3 Database Testing
Database Design testing was done to determine if Referential Integrity was enforced and
to ensure that any violations to it was not allowed. Testing done is as follows.
1. A record in the Issue Type table cannot be deleted when there is a referencing
record in the Issue table.
2. A record in the department table cannot be deleted when there are referencing
records in the Employee table
3. A record in the Software table cannot be deleted when there are referencing
records in the Issue table
4. A record in the Hardware table cannot be deleted when there are referencing
records in the Issue table
5. A record from the Employee table cannot be deleted when there are referencing
records in the Issue table under Operator_ID, Caller_ID and Assigned_To fields
6. A record in the Solution table cannot be deleted when there are referencing
records in the Issue table
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Testing was also done to ensure that no Primary Key violation was done by not entering a
Primary Key or by trying to duplicate an already existing record.
8.0 Reports
03 reports were developed to assist in the analysis of the Helpdesk operations
All previous issues of a particular type to see if the same issue has occurred before and if so how it was solved
Click on the link Issues and Solutions
Select the relevant Issue Type for which the report is required
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As a result the following report will be displayed
All previous issues with the same caller to identify if there were other related issues that may give some clue as to how the current issue can be solved
Click on the link “Issues By Caller”
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Select the name of the caller
Report displayed will be as follows
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Each Engineers workload
Click on the link “Engineers Workload”
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The following report will be displayed with the number of issues assigned to each specialist
Following 02 reports were also developed to display upon request
All outstanding/unsolved problems within a problem area/issue type
Click on the link “By Issue Type”
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In the following page displayed select the relevant problem area which require analysis
As a result below report will be displayed in another window
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All outstanding/unsolved problems currently assigned to a specialist
Click on the link “By Specialist”
Select the relevant specialist from the drop down list
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As a result the below report will be displayed in a new window
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9.0 Conclusion
After analysing the case study we were able to design and develop a SQL server database
to cater to the proposed solutions. At the end we designed and implemented a proper and
efficient database by following proper database design techniques such as Entity
Relationship Diagrams and Normalization.
To allow users to interact with the developed database, web based interfaces were crated
using ASP .NET and C#. This helps the users to easily enter, update, delete and retrieve
data from and into the database. Data integrity, consistency and redundancy were handled
by the DBMS properly since it was designed and implemented properly.
Further more this application can be improved in many ways in terms of features,
functionality and analysis/management reports. The current application developed is not
sufficient to utilise the full potential of the designed database scheme.
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I hereby agree that the above mentioned workload matrix is correct
........................................... ........................................... ............................................ Leshani De Silva Vindya Withana Iroshini Amarapathy
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Bibliography
1. Korth and Silberschatz et. al., Database Systems Concepts, 2006, Osbourne McGraw Hill, ISBN: 007124476
2. Date, C. J., An Introduction to Database Systems, 2006, Pearson Education Asia
3. Database Normalisation Techniques. [Online] Available at: http://support.microsoft.com/kb/100139
[Accessed on: 25th February 2008]
4. Tutorial on Entity-Relationship Diagrams, February 2, 2007. [Online]Available at: http://www.ugrad.cs.ubc.ca/~cs304/2006W2/tutorials/er/answer.pdf [Accessed on: 25th February 2008]
5. Class and Entity-Relationship Diagrams. [Online]Available at:
http://www.cdf.toronto.edu/~csc340h/summer/tutorials/TutorialClassERD.pdf [Accessed on: 25th February 2008]
6. Microsoft - MSDN [Online]Available at: http://msdn2.microsoft.com/en-us/default.aspx [Accessed on: 01st March 2008]
7. ASP.NET [Online]Available at: http://www.asp.net/ [Accessed on: 01st March 2008]
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All DDL statements of Tables, View and Functions creation and all Primary and Foreign Key creations are shown below
1. Tables
CREATE TABLE [dbo].[DEPARTMENT] ([DEPARTMENT_ID] [int] IDENTITY (1, 1) NOT NULL,[NAME] [varchar] (20) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[DESCRIPTION] [varchar] (25) COLLATE SQL_Latin1_General_CP1_CI_AS NULL ) ON [PRIMARY]
CREATE TABLE [dbo].[EMPLOYEE] ([EMPLOYEE_ID] [int] IDENTITY (1, 1) NOT NULL ,[FIRST_NAME] [varchar] (15) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[LAST_NAME] [varchar] (15) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[JOB_TITLE] [varchar] (20) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[DEPARTMENT_ID] [int] NOT NULL,[DEVISION] [varchar] (15) COLLATE SQL_Latin1_General_CP1_CI_AS NULL ) ON [PRIMARY]
CREATE TABLE [dbo].[EMPLOYEE_ISSUE_TYPE] ([EMPLOYEE_ID] [int] NOT NULL,[ISSUE_TYPE_ID] [int] NOT NULL ) ON [PRIMARY]
CREATE TABLE [dbo].[HARDWARE] ([HARDWARE_ID] [int] IDENTITY (1, 1) NOT NULL,[SERIAL_NO] [varchar] (10) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[NAME] [varchar] (30) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL ) ON [PRIMARY]
CREATE TABLE [dbo].[HARDWARE_PART] ([PART_ID] [int] IDENTITY (1, 1) NOT NULL,[PART_NAME] [varchar] (50) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[SERIAL_NO] [varchar] (10) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[HARDWARE_ID] [int] NOT NULL ) ON [PRIMARY]
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CREATE TABLE [dbo].[ISSUE] ([ISSUE_ID] [int] IDENTITY (1, 1) NOT NULL,[ISSUE_TYPE_ID] [int] NOT NULL,[ISSUE_SUMMARY] [varchar] (100) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[DESCRIPTION] [varchar] (250) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[DATE_OF_CALL] [datetime] NOT NULL,[TIME_OF_CALL] [datetime] NOT NULL,[OPERATOR_ID] [int] NOT NUL ,[CALLER_ID] [int] NOT NULL,[ASSIGNED_TO] [int] NOT NULL,[SEVERITY] [varchar] (20) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[STATUS] [varchar] (20) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[SOFTWARE_ID] [int] NOT NULL,[HARDWARE_ID] [int] NOT NULL,[COMMENT_ID] [int] NOT NULL,[SOLUTION_ID] [int] NULL ) ON [PRIMARY]
CREATE TABLE [dbo].[ISSUE_COMMENT] ([ISSUE_ID] [int] NOT NULL,[COMMENT_ID] [int] IDENTITY (1, 1) NOT NULL,[COMMENT] [varchar] (150) COLLATE SQL_Latin1_General_CP1_CI_ASNOT NULL,[COMMENT_DATE] [datetime] NOT NULL,[COMMENTED_BY] [int] NOT NULL ) ON [PRIMARY]
CREATE TABLE [dbo].[ISSUE_TASK] ([ISSUE_TYPE_ID] [int] NOT NULL,[RESPONSE_DATE] [datetime] NOT NULL,[ASSIGNED_TO] [int] NOT NULL,[ASSIGNED_BY] [int] NOT NULL ) ON [PRIMARY]
CREATE TABLE [dbo].[ISSUE_TYPE]([ISSUE_TYPE_ID] [int] IDENTITY (1, 1) NOT NULL,[ISSUE_TYPE] [varchar] (50) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[DESCRIPTION] [varchar] (50) COLLATE SQL_Latin1_General_CP1_CI_AS NULL ) ON [PRIMARY]
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CREATE TABLE [dbo].[SOFTWARE] ([SOFTWARE_ID] [int] IDENTITY (1, 1) NOT NULL,[NAME] [varchar] (25) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[DESCRIPTION] [varchar] (50) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[VERSION] [varchar] (10) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[SERIAL_NO] [varchar] (10) COLLATE SQL_Latin1_General_CP1_CI_ASNOT NULL,[LICENSED] [bit] NOT NULL ) ON [PRIMARY]
CREATE TABLE [dbo].[SOLUTION] ([SOLUTION_ID] [int] IDENTITY (1, 1) NOT NULL,[SUMMARY] [varchar] (50) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[STEPS] [varchar] (250) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL ) ON [PRIMARY]
CREATE TABLE [dbo].[USER] ([EMPLOYEE_ID] [int] NOT NULL,[USER_NAME] [varchar] (50) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL,[PASSWORD] [varchar] (50) COLLATE SQL_Latin1_General_CP1_CI_AS NOT NULL ) ON [PRIMARY]
2. Primary Keys
ALTER TABLE [dbo].[EMPLOYEE_ISSUE_TYPE] WITH NOCHECK ADD CONSTRAINT [PK_EMPLOYEE_ISSUE_TYPE] PRIMARY KEY CLUSTERED ([EMPLOYEE_ID], [ISSUE_TYPE_ID]) ON [PRIMARY]
ALTER TABLE [dbo].[DEPARTMENT] WITH NOCHECK ADD CONSTRAINT [PK_DEPARTMENT] PRIMARY KEY CLUSTERED ([DEPARTMENT_ID]) ON [PRIMARY]
ALTER TABLE [dbo].[EMPLOYEE] WITH NOCHECK ADD CONSTRAINT [PK_EMPLOYEE] PRIMARY KEY CLUSTERED ([EMPLOYEE_ID]) ON [PRIMARY]
ALTER TABLE [dbo].[HARDWARE] WITH NOCHECK ADD CONSTRAINT [PK_HARDWARE] PRIMARY KEY CLUSTERED ([HARDWARE_ID]) ON [PRIMARY]
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ALTER TABLE [dbo].[HARDWARE_PART] WITH NOCHECK ADD CONSTRAINT [PK_HARDWARE_PART] PRIMARY KEY CLUSTERED ([PART_ID]) ON [PRIMARY]
ALTER TABLE [dbo].[ISSUE] WITH NOCHECK ADD CONSTRAINT [PK_ISSUE] PRIMARY KEY CLUSTERED ([ISSUE_ID]) ON [PRIMARY]
ALTER TABLE [dbo].[ISSUE_COMMENT] WITH NOCHECK ADD CONSTRAINT [PK_ISSUE_COMMENT] PRIMARY KEY CLUSTERED ([COMMENT_ID]) ON [PRIMARY]
ALTER TABLE [dbo].[ISSUE_TASK] WITH NOCHECK ADD CONSTRAINT [PK_ISSUE_TASK] PRIMARY KEY CLUSTERED ([ISSUE_TYPE_ID]) ON [PRIMARY]
ALTER TABLE [dbo].[ISSUE_TYPE] WITH NOCHECK ADD CONSTRAINT [PK_ISSUE_TYPE] PRIMARY KEY CLUSTERED ([ISSUE_TYPE_ID]) ON [PRIMARY]
ALTER TABLE [dbo].[SOFTWARE] WITH NOCHECK ADD CONSTRAINT [PK_SOFTWARE] PRIMARY KEY CLUSTERED ([SOFTWARE_ID]) ON [PRIMARY]
ALTER TABLE [dbo].[SOLUTION] WITH NOCHECK ADD CONSTRAINT [PK_SOLUTION] PRIMARY KEY CLUSTERED ([SOLUTION_ID]) ON [PRIMARY]
CREATE VIEW dbo.VIEW_EMPLOYEE_SPECIALIZATIONAS SELECT E.EMPLOYEE_ID, EIT.ISSUE_TYPE_ID, IT.ISSUE_TYPE, IT.DESCRIPTION FROM dbo.EMPLOYEE E INNER JOIN dbo.EMPLOYEE_ISSUE_TYPE EIT ON E.EMPLOYEE_ID = EIT.EMPLOYEE_ID INNER JOIN dbo.ISSUE_TYPE IT ON EIT.ISSUE_TYPE_ID = IT.ISSUE_TYPE_ID
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CREATE VIEW dbo.VIEW_ENGINEER_WORK_LOADAS SELECT dbo.EMPLOYEE.EMPLOYEE_ID, dbo.EMPLOYEE.FIRST_NAME, dbo.EMPLOYEE.LAST_NAME, dbo.EMPLOYEE.JOB_TITLE, COUNT (dbo.ISSUE.ASSIGNED_TO) AS NO_OF_ISSUES_ASSIGNEDFROM dbo.EMPLOYEE LEFT OUTER JOIN dbo.ISSUE ON dbo.EMPLOYEE.EMPLOYEE_ID = dbo.ISSUE.ASSIGNED_TOGROUP BY dbo.ISSUE.ASSIGNED_TO, dbo.EMPLOYEE.EMPLOYEE_ID, dbo.EMPLOYEE.FIRST_NAME, dbo.EMPLOYEE.LAST_NAME, dbo.EMPLOYEE.JOB_TITLE
CREATE VIEW dbo.VIEW_ISSUE_SUMMARYAS SELECT ISSUE_ID, ISSUE_SUMMARY, DATE_OF_CALL, dbo.FN_GET_EMPLOYEE_NAME_BY_ID (CALLER_ID) AS CALLER_NAME, dbo.FN_GET_EMPLOYEE_NAME_BY_ID (ASSIGNED_TO) AS ASSIGNED_TO,dbo.FN_GET_EMPLOYEE_NAME_BY_ID(OPERATOR_ID) AS OPERATOR_ID, SEVERITY, STATUSFROM dbo.ISSUE ICREATE VIEW dbo.VIEW_OUTSTANDING_ISSUESAS SELECT ISSUE_ID, ISSUE_TYPE_ID, dbo.FN_GET_ISSUE_TYPE_BY_ID (ISSUE_TYPE_ID) AS ISSUE_TYPE, ISSUE_SUMMARY, DESCRIPTION, DATE_OF_CALL, TIME_OF_CALL, dbo.FN_GET_EMPLOYEE_NAME_BY_ID(CALLER_ID) AS CALLER_NAME, dbo.FN_GET_EMPLOYEE_NAME_BY_ID(ASSIGNED_TO) AS ASSIGNED_TO, dbo.FN_GET_EMPLOYEE_NAME_BY_ID(OPERATOR_ID) AS OPERATOR_ID, SEVERITY, STATUS, dbo.FN_GET_SERIAL_NO_BY_ID(SOFTWARE_ID,HARDWARE_ID) AS SERIAL_NOFROM dbo.ISSUE IWHERE (STATUS <> 'Close')
CREATE VIEW dbo.VIEW_SOLUTIONS_BY_ISSUE_TYPE
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AS SELECT ISSUE_ID, ISSUE_TYPE_ID, dbo.FN_GET_ISSUE_TYPE_BY_ID(ISSUE_TYPE_ID) AS ISSUE_TYPE, ISSUE_SUMMARY, DESCRIPTION, DATE_OF_CALL, TIME_OF_CALL, dbo.FN_GET_EMPLOYEE_NAME_BY_ID(CALLER_ID) AS CALLER_NAME, dbo.FN_GET_EMPLOYEE_NAME_BY_ID(ASSIGNED_TO) AS ASSIGNED_TO, dbo.FN_GET_EMPLOYEE_NAME_BY_ID(OPERATOR_ID) AS OPERATOR_ID, dbo.FN_GET_SOLUTION_STEPS_BY_ID(SOLUTION_ID) AS SOLUTION_STEPS, STATUS, dbo.FN_GET_SERIAL_NO_BY_ID(SOFTWARE_ID, HARDWARE_ID) AS SERIAL_NOFROM dbo.ISSUE I
3.0 Functions
CREATE FUNCTION FN_GET_EMPLOYEE_NAME_BY_ID(@EmployeeId int) RETURNS Varchar(40) AS BEGIN
DECLARE @EMPLOYEE_ID Varchar(20)SET @EMPLOYEE_ID = (SELECT FIRST_NAME FROM EMPLOYEE WHERE EMPLOYEE_ID = @EmployeeId)RETURN @EMPLOYEE_ID
END
CREATE FUNCTION FN_GET_ISSUE_TYPE_BY_ID(@IssueTypeId int) RETURNS Varchar(40) AS BEGIN
DECLARE @ISSUE_TYPE Varchar(20)SET @ISSUE_TYPE = (SELECT ISSUE_TYPE FROM ISSUE_TYPE WHERE ISSUE_TYPE_ID = @IssueTypeId)RETURN @ISSUE_TYPE
END
CREATE FUNCTION FN_GET_SERIAL_NO_BY_ID(@SW_ID int, @HW_ID int) RETURNS Varchar(40) AS BEGIN
DECLARE @SERIAL_NO_SW Varchar(20)DECLARE @SERIAL_NO_HW Varchar(20)DECLARE @SERIAL_NO Varchar(20)SET @SERIAL_NO_SW = (SELECT SERIAL_NO FROM SOFTWARE WHERE SOFTWARE_ID = @SW_ID)SET @SERIAL_NO_HW = (SELECT SERIAL_NO FROM HARDWARE WHERE HARDWARE_ID = @HW_ID)IF @SERIAL_NO_SW <> 'N/A'
SET @SERIAL_NO = @SERIAL_NO_SW
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IF @SERIAL_NO_HW <> 'N/A'SET @SERIAL_NO = @SERIAL_NO_HW
RETURN @SERIAL_NOEND
CREATE FUNCTION FN_GET_SOLUTION_STEPS_BY_ID(@Solution_ID int) RETURNS Varchar(200) AS BEGIN
DECLARE @STEPS Varchar(200)SET @STEPS = (SELECT STEPS FROM SOLUTION WHERE SOLUTION_ID = @Solution_ID)RETURN @STEPS
END
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