Acknowledgement

First of all, I owe my deepest gratitude to my database and web database systems

lecturer Mr.Thangavel Saravanan, whose encouragement, guidance and support from

the beginning to the final stages enabled me to develop an understating of the database

systems and web programming.

Finally I thank you for all who supported during the completion of the project.

1

Table of contents

Assumptions.....................................................................................................................3

ER Diagram......................................................................................................................4

Database functions..........................................................................................................7

Rules.............................................................................................................................7

User defined data types................................................................................................7

Stored Procedures........................................................................................................8

Triggers.......................................................................................................................11

Views..........................................................................................................................12

Screen Design................................................................................................................13

DDL Statements.............................................................................................................21

References.....................................................................................................................27

2

Assumptions

Every problem type is assigned with one or more than specialist.

Equipment has only one manufacturer.

Specialist does not need any caller’s information to solve the problem only problem details and equipment details are required. (Caller information is encapsulated from the specialist).

Every equipment is belongs to an equipment type and that equipment type has a specified problem category.

Caller’s problem logging time and server time are synchronized.

One problem belongs to only one problem type and there can be more than one solution for that problem type

3

ER Diagram

4

Normalization

Un Normalized form

Problem

(ProblemID,CalllogID,Date,Time,CallerID,DepID,ProblemCatogory,ProblemType,Assign

ed_Specalist_ID,Comments,Solution Description )

Calllo

g(Call_ID,Caller_ID,Name,Department,Problem_ID,Operator_ID,Date,Time,Problem_co

unt)

Equipment(Equipment_ID, Name, Type, Manufacturer)

First Normalized form

Problem

(ProblemID,CalllogID

,Date,Time,CallerID,DepID,Problem_Catogory,Problem_Type,Assigned_Specalist_ID,C

omments,Solution Description )

Department(Department_ID,Name,Number_of_emp)

Equipment(Equipment_ID, Name, Type, Manufacturer, Equipment_Type_ID)

Equiment_Type(Equipment_Type_ID,Desc)

5

Manufacturer(Manifactuer_ID,Name)

Calllog(Call_ID,Caller_ID,Name,

DepartmentID,Problem_ID,Operator_ID,Date,Time,Problem_count)

Solution(Solution_ID, Solution_Desc, Specalist_ID)

Problem_Catogory(Catolory_ID,Desc,Equipement_Type)

Problem_Type(Problem_Type,Desc, Catolory_ID)

Second and third normalization form

Problem

(

ProblemID,CalllogID, , ,CallerID, ,Problem_Catogory,Problem_Type,Assigned_Specalis

t_ID,Comments,)

Department(Department_ID,Name,Number_of_emp)

Equipment(Equipment_ID, Name, Type, , Equipment_Type_ID)

Equiment_Type(Equipment_Type_ID,Desc)

Manufacturer(Manifactuer_ID,Name)

6

Calllo

g(Call_ID,Caller_ID,Name,DepartmentID,Problem_ID,Operator_ID,Date,Time,Problem_

count)

Caller(Caller_ID,Name,DepartmentID)

Solution(Solution_ID, Solution_Desc, Specalist_ID)

Problem_Catogory(Catolory_ID,Desc,Equipement_Type)

Problem_Type(Problem_Type,Desc, Catolory_ID)

Database functions

Rules

SQL rules are created to restrict the user input values to selected columns for example

the operator ID should start with ‘OP’ if not data cannot be inserted. The following table

shows the rules which are used in this database.

Name Purpose Definition

Admin_id Restrict Administration ID

should start with ‘ADMIN’

CREATE ruleAS

@value LIKE 'ADMIN%[0-

9]'

Op_idule Restrict operator ID

should start with ‘OP

CREATE RULE [dbo].[op_idrule]

AS@value LIKE 'OP%[0-9]'

Specialist_idrule Restrict specialist ID

should start with ‘SP’

CREATE RULE [dbo].[specalist_idrule]

AS@value LIKE 'SP%[0-9]'

Table 1 – SQL Rules

7

User defined data types

Name Purpose

AdministratorIDAdminstrator’s ID always starts with

ADMIN and increment the numeric value

OperatorIDOperator ID always start with OP and

increment the numeric value

SpecialistIDSpecialist ID always start with SP and

increment the numeric value

Table 2 – SQL user defined data types

Stored Procedures

Name PurposeParameters

IN OUT

Assign_Specialist Assign a

specific

specialist to a

problem

Problem ID Assigned

specialist

ID

fowardProblem Forward the

problem to a

another

specialist

Problem ID Newly

assigned

specialist

ID

getCalllogBYID Get the calllog

by calllog ID

Calllog ID CallLog

8

getDep Get all

available

departments

getDeparmentByEquipmentId Get the all

equipment

which belongs

to a

department

DepartmentID Equipment

details

getDepartmentByUserID Get

department

information by

CalllerID

Caller ID Department

Details

geteqibyID Get equipment

information by

ID

Equipment ID Equipment

details

getEqu Get all

equipment

details

getEquipmentDetailsByProblemI

D

Get the

equipment

details which

belongs to a

problem

Problem ID Equipment

details

getEquipmentTypes Get all the

equipment

types

Get all the

equipment types

getinfoByProblemID Get the

problem

Problem ID Problem

Details

9

information by

Problem ID

getLogin Login for

operator

Username,passwor

d

boolean

getLoginAdmin Login for

administrator

Username,passwor

d

boolean

getLoginsp Login for

specialist

Username,passwor

d

boolean

getManifacturer Get all

Manufacturers

getProblemByEquipmentID Get problem

details which

belongs to a

equipment

Equipment ID

getSpecalistByID Get specialist

details by

specialist ID

Specialist ID

newCaller Create a new

caller

Caller details

newCalllog Create a new

call log

Calllog details

NewEquipment Create new

equipment

Equipment details

newsolution Create a new

solution for a

problem

ProblemID ,Solution

details

10

setReputation Update the

reputation of

the specialist

Specialist ID New

reputation

timelineByCaller Get the caller

history

Caller ID

Table 3 – Stored procedures

11

Triggers

Name Table Action Description

updateeqtype Equipment INSERT,UPDATE,DELETE When equipment

is inserted or

updated the

Equipment type

table’s Quantity

will be updated.

Update_problems_in_calllog Problem INSERT Update the

problem count in

call log when a

new problem is

created.

Numberofcallers Department INSERT,UPDATE,DELETE Update the

number of

employees in the

department

Table 4– Triggers

12

Views

Name Purpose Tables

Calllog_Problem

To access caller

information and problem

information in one query

Problem, Calllog

View_Specalist_Problem

Encapsulate the caller

information from the

specialist

Problem, Specialist

Specalization_sp_pcSpecialist and his

specialization details

Specialization , Specialist

and problem category

Problem Type_SolutionTo view the problem type

and the solutionProblem Type, Solution

Table 5– Views

13

Screen Design

Login Screen

Figure 1 - Login Screen

14

Operator Main Screen

Figure 2 - Operator Main menu

15

New Troubleshooting

Figure 3 - New troubleshooting

16

Common Solutions

Figure 4 - Common solutions

17

Troubleshooting Status

Figure 5 - Troubleshooting status

18

Assigned specialist

Figure 6 - Assigned Specialist details

19

Specialist problem view

Figure 7 - Problems assigned to specialist

20

New Solution

Figure 8 - New Solution

21

DDL Statements

Stored procedures

Sto

red

Pro

ced

ure

– A

ssi

gn

_Sp

ecal

ist

ALTER proc [dbo].[Assign_Specialist] @prob_cat_id varchar(10),@Calllog_ID int ,@Equipment_ID int ,@Problem_Catogory_ID

varchar(10),@Problem_Type_ID varchar(10),@Comments textAS

begin transaction

declare @sp_id varchar(10)

SELECT @sp_id=Specialist_ID FROM Specialization WHERE Problem_Catogory_ID=@Problem_Catogory_ID ORDER BY NEWID()

INSERT INTO problem values (

@Calllog_ID,@Equipment_ID,@prob_cat_id,@Problem_Type_ID,@sp_id,0,@Comments,null)

declare @call_id intdeclare @problem_id int

select top 1 @call_id=Call_ID from calllog order by Call_ID descselect top 1 @problem_id=Problem_ID from problem order by Problem_ID desc

UPDATE calllog SET Problem_ID=@problem_id WHERE CALL_ID=@call_id

commit

22

Fo

rwa

rd P

rob

lem

ALTER proc [dbo].[fowardProblem] @prob_id varchar(10)AS

declare @prob_type intdeclare @sp_id varchar(10)

declare @sp_name varchar(50)

SELECT @prob_type=Problem_Type_ID FROM Problem WHERE Problem_ID=@prob_id

SELECT @sp_id=Specialist_ID FROM Specialization WHERE Problem_Catogory_ID=@prob_type ORDER BY NEWID()

SELECT @sp_name=Name From Specialist WHERE Specialist_ID=@sp_id

UPDATE Problem SET Assigned_Specalist_ID=@sp_id WHERE Problem_ID=@prob_id

SELECT @sp_id AS New_SP,@sp_name AS Name

Lo

gin

ALTER PROC [dbo].[getLogin] @username varchar(50),@password varchar(50)

AS

if exists (SELECT * FROM Operator WHERE OperatorID=@username AND PASSWORD=@password)

BEGIN

return 1END

else

return 0

23

New

cal

l lo

gALTER proc [dbo].[newCalllog] @callerid varchar(10),@problemid

varchar(10),@operatorid varchar(10), @date varchar(10), @stime varchar(10)AS

INSERT INTO calllog values

(@callerid,@problemid,@operatorid,@date,@stime,0)

New

so

luti

on

ALTER proc [dbo].[newsolution] @solution varchar(50),@problem_id int,@specalist varchar(10)

AS

declare @prob_type_id varchar(10)

SELECT @prob_type_id=Problem_Type_ID from problem WHERE problem_id=@problem_id

INSERT INTO Solution values (@solution,@prob_type_id,@specalist)

declare @solution_id intSELECT top 1 @solution_id=Solution_ID FROM solution ORDER BY

Solution_ID DESCPRINT @solution_id

UPDATE problem set solution_ID=@solution_id,status=1 WHERE

Problem_Id=@problem_id

Set

rep

uta

tio

n

ALTER proc [dbo].[setReputation] @sp_id varchar(50) ,@level intAS

declare @currentrep intdeclare @newrep int

SELECT @currentrep=Reputation FROM Specialist WHERE Specialist_ID=@sp_id

SET @newrep=@currentrep+@level

UPDATE Specialist SET Reputation=@newrep WHERE Specialist_ID=@sp_id

24

ge

tEq

uip

me

nt

by

Dep

art

mn

t ID

ALTER proc [dbo].[getDeparmentByEquipmentId] @eqid intAS

SELECT * FROM Department WHERE depID=(SELECT depID FROM Equipment WHERE EquipmentId=@eqid)

Ger

info

by

pro

ble

mID

ALTER proc [dbo].[getinfoByProblemID] @problem_id intas

declare @caller_id varchar(10)declare @sp_id varchar(10)

declare @status intdeclare @op_id varchar(10)

SELECT @caller_id=caller_id FROM CallLog WHERE problem_id=@problem_id

SELECT @sp_id=Assigned_Specalist_ID FROM problem WHERE Problem_ID=@problem_id

SELECT @status=status from problem WHERE Problem_ID=@problem_id

SELECT @op_id=Opeartor_ID FROM CallLog WHERE Problem_ID=@problem_id

SELECT Date,Caller=(SELECT Name from Caller WHERE CallerID=@caller_id),SP=(SELECT name from Specialist WHERE

Specialist_ID=@sp_id),@status As Status,@op_id as Operator from calllog WHERE problem_id=@problem_id

get

De

par

men

tB

yEq

uip

me

ntI

d

ALTER proc [dbo].[getDeparmentByEquipmentId] @eqid intAS

SELECT * FROM Department WHERE depID=(SELECT depID FROM Equipment WHERE EquipmentId=@eqid)

25

Ca

ller

tim

elin

eALTER proc [dbo].[timelineByCaller] @callerid varchar(10),@startdate varchar(12),@enddate varchar(12)as

SELECT * FROM calllog WHERE caller_id=@callerid AND date BETWEEN @startdate AND @enddate ORDER BY date,time

Table 5– DDL for stored procedures

26

TriggersU

pd

ate

Eq

typ

e

ALTER TRIGGER [dbo].[updateeqtype] ON [dbo].[Equipment]FOR INSERT,UPDATE,DELETEAS

declare @eqtype_id varchar(10)declare @cnt int

SELECT @eqtype_id=CatogoryID FROM inserted

SELECT @cnt=count(*) FROM Equipment WHERE CatogoryID=@eqtype_id

Update Equipment_type SET Quantity=@cnt WHERE Eq_type_ID=@eqtype_id

Up

dat

e N

o.P

rob

ems

ALTER TRIGGER [dbo].[update_problems_in_calllog] ON [dbo].[Problem]FOR INSERT,UPDATE,DELETEAS

declare @calllog_id varchar(10)declare @cnt int

SELECT @calllog_id=Calllog_ID FROM inserted

SELECT @cnt=count(*) FROM Problem WHERE Calllog_ID=@calllog_id

Update calllog SET Problem_count=@cnt WHERE Call_ID=@calllog_id

Nu

mb

er o

f ca

llers

ALTER TRIGGER [dbo].[updatenumcallers] ON [dbo].[Caller]FOR INSERT,UPDATE,DELETEAS

declare @caller_id varchar(10)declare @cnt int

SELECT @caller_id=DepID FROM inserted

SELECT @cnt=count(*) FROM Caller WHERE DepID=@caller_id

Update Department SET No_Employees=@cnt WHERE DepID=@caller_id

Table 5– DDL for triggers

27

References

JQuery(2010).The jQuery Project [Online].Available from:http://jquery.com/ [Accessed 9 July 2010].

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