Introduction
The client is a reputed educational institute
having various streams like engineering
(B.Tech. M.Tech.), MCA, MBA etc. hosting
about more than 2000 students and staff
members in the campus.
Requirements:
The client requires an Intranet based
Online Help Desk (OHD) application for
the various facilities provided in the
campus 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 center, faculty club etc. 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.
Functional Requirements:
Following are the list of functionalities
of the system.
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).
The Challenges
There are three kinds of users for
this system:
those who use the system to create a request
(end-users)
those who look at the created requests
and assign them to the concerned people
(facility-heads)
those who work on the assigned requests
and update the status of the same on the
system (assignees)
There is also an 'Administrator' for
doing the Admin-level functions such as
creating user accounts, adding new facilities
to the system etc.
A) A person is 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
create 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
B) As soon as a request is created, an
automatic email is to be sent to the person
who created the request and the concerned
facility-head. The mail contains the request
details.
C) Similarly, when any status-change
occurs for a request (such as the request
getting completed etc), an automatic email
is to be sent to the person who created
the request and the concerned facility-head.
D) A summary report on the requests that
came in and requests that were serviced
is being sent to every facility-head periodically.
The Solution
Our developers at EnhanceInfosys have
developed the system "Online Help
Desk (OHD)", developed in J2EE, takes
care of all the requirement specification.
The system is thoroughly tested with the
availability data and throughput reports
which are prepared manually. It has been
observed that data entry and report generation
is easier and compared to manual operation.
The system also is more secured and accurate.
It is designed purely in MVC (Model View
Controller) architecture. Thus the modularity
of the system is at its best. This modularity
has makes the system flexible enough to
be enhanced as per the requirements.
Technology Used:
|
Windows 95/98/XP with
MS-office |
|
MS-SQL server |
|
SERVLET,JSP,HTML |
To know more about our services and products
please send mail to : sales@enhanceinfosys.com
