help desk technical design document

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TitleIT HelpDesk Request Management System

High Level Solution Design -

Versione 0.1

SUBMIT DATE 29/09/2010

STATUS Draft

Prepared BY Venkat Ramavath

Reviewer 1

Reviewer 2

Reviewer 3

INDEX

1. INTRODUCTION ................................ ................................ ................................ ................... 3

1.1 PURPOSE OF DOCUMENT ................................ ................................ ................................ ....... 31.2 REVISION HISTORY ................................................................................................................ 3

2. APPLICATION ARCHITECTURE ......................................................................................... 4

2.1 TECHNOLOGY OVERVIEW ................................ ................................ ................................ ....... 42.2 SYSTEMOVERVIEW ......................................................................................................... 42.3 HIGH-LEVEL VIEW.................................................................................................................. 62.4 COMPONENTS DESCRIPTION.................................................................................................... 8

2.4.1 Custom Components ................................ ................................ ................................ .... 82.5 APPLICATION LAYER ............................................................................................................... 9

2.5.1 Presentation Layer ................................ ................................ ................................ ........ 92.5.2 Integration ................................ ................................ ................................ ..................... 9

3. DESIGN DIGRAM ............................................................................................................... 10

3.1 USE CASE DIAGRAMS ................................ ................................ ................................ ........... 10

4. TECHNICAL DESIGN ......................................................................................................... 10

4.1.1 Lists ............................................................................................................................ 104.1.2 Pages ......................................................................................................................... 124.1.3 Features...................................................................................................................... 124.1.4 WebParts .................................................................................................................... 124.1.5 Workflows ................................................................................................................... 13


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4.2 UTILITIES ............................................................................................................................ 134.2.1.1 Email Manager Utility ................................ ................................ ........................... 13

4.2.1.2 Error Logging Utility ................................ ................................ .............................. 13


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1. INTRODUCTION

1.1 PURPOSE OF DOCUMENT

This document describe high level solution design for HelpDesk Request Management SystemTool, Which gives thedetail description.This also identified main systems/components involved in external flow applications.

1.2 REVISION HISTORY

VERSION#

DATEISSUED

RELEASESTATUS

EDITORS REASON FOR CHANGE

0.128/10/201

0 draft venkat


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2. APPLICATION ARCHITECTURE

2.1 TECHNOLOGY OVERVIEW

Helpdesk management tool developing based on Microsoft Office SharePoint Server 2007.

2.2 SYSTEMOVERVIEW

The application begins with a helpdesk request, made by any authenticated user.

The Helpdesk Tool mainly consists of 3 types of Users.

1. Requestors or Employees who raises the request for Issue Solving

2. Approver (or Helpdesk manager) - the user who understands the Issue and assigns it to the Technician by

providing Comment.-

3. Technician- Resolves the Issues and provides the Comment.

y Using a SharePoint list form, the user completes a basic description of the problem, selects a problem

category and Subcategory.

y Once request submitted, the Helpdesk Manager receives an email notification about the issue, with a link to

the details about the request.

y The Helpdesk Manager reviews the request, makes changes if necessary and assigns the request to the

Technician.

y When the manager makes the assignment, the technician receives an automated email with a link to therequest item.

y To keep the original updated on issue progress, whenever the technician changes the request, the user gets

an automated email notification whenever the ticket item gets changed.

y In all the Scenarios Due date can be taken from the SLA Duration as per the priority.

y If the Technican not resolving the issue in Due Date, the request can be Reopened and available in Open

Requests(Que).


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2.4 COMPONENTS DESCRIPTION

2.4.1 CUSTOM COMPONENTS

Helpdesk Re

est Management System

singz

stom thez

omponents likez

stome{

orkflo{

andz

stom Task Editforms to a

zhive the f

nztionality of the portal.

Follo{

ings arez

stomzomponents :

1. C

stom List:List are playing and an important role to maintaining all the information re

ired for the portal. For e.g. UserDetail, Re

est Detail and Re

est History.

2. C

stom Content TypeAll the re

iredzolo

ms arez

stomzolo

m and andzan be re

sed in this tool.

3. C

stom Workflo

{

This portal mainly depends on the{

orkflo{

. A{

orkflo{

is intiated and{

ith in the{

orkflo{

different aztivities

took plaze. For e.g approval a

ztivity, reje

ztion a

ztivity et

z.

4. C

stom FormsTo

zomple the above a

ztivities

z

stom forms as{

ell as o

t-of-bo|

forms are

sed. These forms plays animportant role. These forms takes all the re

ired information from

ser and perform the a z tivity.

5. C

stom Feat

re Reziver

This helps the administrator to manage all the Re

ests from the Tool.


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2.5 APPLICATION LAYER

Appli}

ation layer is totaly basis on the}

~

stom .net appli}

ation and sharepoint. In the appli}

ation layer~

ser intiated thea re

~

est for Iss~

e Resolving and the re

~

est goes to s~

pervisor to a} }

ept , de}

line or res~

bmit the re

~

est. If thes

~

pervisor approves or de}

lines the re

~

est a}

tivity}

ompleted .

2.5.1 PRESENTATION LAYER

Presentation Components are divided into t

o areas:

y C

stom Web Part:

These omponents provide data presentation

s

ally managed

stom ode in Vis

al St

dio Appli ation.Web parts

ill manage their o

n interfa

e

ith lists.

y C

stom Web PageThese

omponents are

stomization/onfig

ration of Vis

al St

dio 2008omponents.

Pages e

pose ad ho

f

n

tionality and interfa

e

ith Adaptation Layer and Integration of data management.

2.5.2 INTEGRATION

These

omponents manage

omple

f

n

tionality

ombining

orkflo

and Task Edit Forms or basi

f

n

tionality,available in

ombined mode

ith other internal

omponents like list.


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1. Employee Name

2.

Employee No

3. Request No :

4. Issue category (Refer Issue categories List from below)

5. Issue SubCategory (Refer Issue Sub categories List from below)

6. Priority: Auto updated based on the Issue subcategory

7. StartDate

8. EndDate

9. Description

10. ITManager Comment

11. Technician Comment

12. Request Status

List : Priorities

S.No Column Name SLA Duration

1. Low 5Working days

2. Medium 3Working days

3. High 1 day

List: Issue Categories:

S.No Column Name

1. Software

2. Hardware

3. Security

4. Email

5. Internet

6. ISO

7. Stand by Laptop

8. Blackberry

9. Test-Lab

List : Issue SubCategories


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All the Categories associated with SubCategories.For example Software consists of following Subcategories.

So

tware Desription Priority

Soft

are A

ess 2

Soft

are Iss e 2

Soft

are Re

est 1

4.1.2 PAGES.

1. Help Desk Re

est Form.2. Re

est S

essf

l Form3. All Pending Re

ests Fom(Only forHelpdesk managers)

4. Assigned Re

ests Form(Available Only forTehni

ians)

5. History

ith Eport To E

el (Only forHelpdesk managers)

4.1.3 FEATURES

All C

stom

omponents s

h as WebParts,Appli

ation Pages and Site pages

an in

l

ded in Featres in

order to provide Sol tion Pa

kage.

4.1.4 WEBPARTS

The C

stom WebParts in

l

ded in this soltion are


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6. Help Desk Re

est .

. Re

est S

essf

l

8. All Pending Re ests (Only forHelpdesk managers)9. Assigned Re

ests(Available Only forTe

hni

ians)

10. History

ith Eport To E

el (Only forHelpdesk managers)

4.1.5 WORKFLOWS

Workflo

is

sed to raised the re

est and to different a

tivities like s

bmitting the re

est, sending the emailintimation to s

pervisor for approval, re

eiving email intimation or re

est .

4.2 UTLITIES

4.2.1.1 EMAIL MANAGER UTILITY

Email manager sends notifi

ation to the

sers throgh email abo

t ne

Re

ests added, Assigned and Task

Resolved or Reopened.Email manager

tility

an be developed

sing Vis

al st

dio.net

ith the help of SharePoint. Utilities.

4.2.1.2 ERROR LOGGING UTILITY

Whenever the Errors or E

eptions o

rs in Helpdesk management tool, all the e

eptions

an be logged in

Appli

ation events.

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