online assistance program

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ONLINE ASSISTANCE

PROGRAMFor Education Purposes

JANUARY 15, 2014GULZEB ZAHID

www.gulzeb7.webs.com


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Table of Contents1 Project Introduction ................................................................................................................................................ 3

1.1 Project Background......................................................................................................................................... 3

1.2 Problem statement .......................................................................................................................................... 3

1.2.1 Problem statement 1 ............................................................................................................................. 3









1.3 Project Objective ............................................................................................................................................ 4

1.3.1 Objective 1 .............................................................................................................................................. 4

1.3.2 Objective 2 .............................................................................................................................................. 4

1.3.3 Objective 3 .............................................................................................................................................. 4

1.3.4 Objective 4 .............................................................................................................................................. 4

1.3.5 Objective 5 .............................................................................................................................................. 4

1.3.6 Objective 6 .............................................................................................................................................. 4

1.3.7 Objective 7 .............................................................................................................................................. 4

1.3.8 Objective 8 .............................................................................................................................................. 4

1.3.9 Objective 9 .............................................................................................................................................. 4

1.3.10 Objective 10 ............................................................................................................................................ 4

2 Project deliverables .................................................................................................................................................. 5

2.1 Introduction of software development life cycle ..................................................................................... 5

2.2 Project Management ....................................................................................................................................... 5

2.3 Analysis .............................................................................................................................................................. 6

2.4 Design................................................................................................................................................................. 6

2.5 Implementation and Testing.......................................................................................................................... 6

2.6 Critical Evaluation ........................................................................................................................................... 6

3 Research ..................................................................................................................................................................... 7

3.1 Research on similar projects ........................................................................................................................ 7


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3.1.1 H2Desk ..................................................................................................................................................... 8

3.1.2 Spice Works ............................................................................................................................................ 9

3.2 Research on developing tools .................................................................................................................... 10

3.2.1 Visual basic ............................................................................................................................................. 10

3.2.2 My SQL ................................................................................................................................................... 10

3.3 Research on methodologies ....................................................................................................................... 10

3.3.1 Waterfall methodology ....................................................................................................................... 11

3.3.2 Agile methodology ............................................................................................................................... 11

3.3.3 Prototype methodology ...................................................................................................................... 12

4 References ................................................................................................................................................................ 12


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1 Project IntroductionThis program is designed for Ministry of education, Oman. This program help the M.O.E. staff to getting

help online when they are using any difficulty while using computer or related IT equipment. This

program will help the IT staff to track the problems and maintain the IT equipment with in MOE Lab and

also in offices of MOE. This program will help the users to make complain of their problem and this

program will generate a ticket which will track the problem. And IT department will solve it.

1.1 Project BackgroundMOE already running with a help desk system which is not computerized and it based upon printed

media. Every worker who have problem in IT equipment, he go to help desk counter, counter

receptionist give him a ticket. Then that person wait until IT guy came to him and fix his problem and he

start working again.

1.2 Problem statementMOE staff facing too much problems while using old help desk system. Some of them are given below;

1.2.1 Problem statement 1

That method of help desk is expensive, as too much material is used in making tickets, which are

assigned to complain holder.


Distribution of these tickets are difficult as if complain holder forget some place his complain or IT staff

could not solve problem then this ticket go to next level.


If problem is solved then update status is difficult to maintain or if problem not solved and equipment

send to other maintenance company then it is difficult to maintain and tell current status of problem.

1.2.4

Problem statement 4

One copy with complain holder and other copy with help desk team and if equipment send to outside

for repair then one copy to another person who going out to repair the equipment.


Workers productivity become low due to wait of equipment repair or interference in work interrupted

the work balance.


Task completion time of worker increase, its means MOE may have to bear a lot of damage due to non

worker condition.

1.2.7

Problem statement 7

Maintain a log of each problem in a month is very difficult because some time users forget the complain

slip or and other mishaps. And cant track which equipment is damaging repeatedly.


Traditional tickting system consume more time to solve any IT related problem, some time one print

repair took more then one week and work is not complete without that tool


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Traditional ticketing system is not secure at all, and data theft is easy in that system

1.3 Project Objective

Objective of designing online assistance system is to provide an online help assistance system to MOEwhich can help its employee as well as its IT staff to carry on their daily routine work without headache

or any tension. Some of objectives are given below;

1.3.1 Objective 1

Design and provide an inexpensive program which will take place in old traditional help system in MOE.

Where no need of issuing tickets to users. Every ticket is issued on computer or user mobile.

1.3.2 Objective 2

Distribution of ticket will not be difficult as this program work as data flow and ticket is going towards

IT staff, if he solve the issue ,ok, if not then it directly go to repair or purchase department to repair or

purchase new equipment.

1.3.3 Objective 3

Update status is always available of current device, it is easy to track that which device is available or

which is under repair.

1.3.4 Objective 4

Not any material is used for online assistance system as everything is saved on company data base.

1.3.5 Objective 5

Workers potential will be high due to this program as quickly their problem solved and they will do

their work with more satisfaction.

1.3.6

Objective 6Task completion time will be decreased by using this program as no more issues are available for longer

time.

1.3.7 Objective 7

It is more economical system then that of printed tickets, as no more papers and documents required to

issue tickets and keep them in record.

1.3.8 Objective 8

This program will help the users in MOE to save their time and doing work with less time as issues will

be solved with ease.

1.3.9

Objective 9It is most secure program which will help the MOE data to be safe and sound and data theft is difficult

by using this system

1.3.10 Objective 10

Maintaining a Log is essential part of this program which will help the IT staff to check which equipment

is damaging frequently and its log report will help them in this matter. [1]


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2 Project deliverables

2.1 Introduction of software development life cycleSoftware development life cycle means there is a system of rules and planning which help the developers

to design a defect free software for the client or company. There are many parts of these life cycles,

these are different in terms of methodology. Developing a program is different due to its requirements

and functionality. Most of developing programs can be developing by following these easy steps; I will

discuss them below as what I have needed to design the software for MOE.

2.2 Project ManagementGantt Chart


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Fig 1: Gantt Chart

2.3 AnalysisThis is 2ndphase of software development life cycle. In this stage developer used to examine the

requirements and check if required information are enough to start a project or these information of

requirement are authentic. And gathering information form internet or by interviewing the company

officials provide enough information so project can be started. All stages are documented at this level.

2.4 DesignThis is the starting level of software development life cycle. At this phase developer develop a design in

form of documents and presentation and show to client and confirm the functions and requirement.

And start writing codes, which will be implemented on next level.

2.5 Implementation and TestingAt this stage all codes are compiles to create a program. When a program is completed and showing no

errors or no warnings, then it is handed over to testing team which will test it by standard testing

methods, like white box testing and black box testing. Then it is handed over to client.

2.6

Critical EvaluationAt this phase all program is developed and handed over to client and client will check and if find anyquery or problem, it will be back for resolve. This phase also describes the evaluation of project.

Documentation can be made and user manuals can be formed in this stages. Finally I can say , it is

summery of all software development life cycle.

[2]


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3 Research

3.1 Research on similar projects


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3.1.1 H2Desk

Fig 2

It is also a help desk program, having good features and it is older in market. Its some features are given

below;

Features:

i. It register complain online.

ii. It issue ticket online.

iii. Not secure

iv. Not solving help online.

v. Mobile app not supporting.

vi. It do not provide FAQ for new comers.


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3.1.2 Spice Works

Fig 3

Features:

i. It provide FAQ option for new comers so they can solved their most common problems

themselves.

ii. Support mobile app

iii. Provide personal training to clients

iv. It is open source program and MOE data cant be transferred on it.

v. It is not scalable, it do not support too much users.

[3]


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3.2 Research on developing tools

3.2.1 Visual basic

i. It support multiple monitor view same time which will help to operate multiple function

simultaneously.

ii.

Knowing the value of any variable is much more easy as bring cursor to any variable and it

shows its value.

iii. Auto-spell option help the developer to start writing codes and this option automatically suggest

the variable which make things easy for developer.

iv. Advanced search option provide great opportunity of searching of anything in code.

v. It support many database.

vi. It is secure programming language.

vii. Need a tool during code writing or developing, Ctrl+W show tool bar and developer choose

which one is required.

viii. Easy template make it easy for new developer to start with.

3.2.2 My SQL

It is open source and free, so program developing cost is less while using this data base.

It is open source and can be modify according to developer requirement.

Mirroring is best part of My SQL data base, its means every file is also saved to another disk as backup

or mirror which will stop unexpected data loss.

It based upon MS DOS and using less data resources.

It is light weight and [4]

3.3 Research on methodologies


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3.3.1 Waterfall methodology

Fig

This program is designed in waterfall methodology and have five parts to complete, which are ;

i. Requirement gathering and Analysis

ii. Design

iii. Implementation

iv. Testing and verification

v. Maintenance

This methodology is used when all requirements are pre-defined and no need of more changes, because

when one step is done then in next step we cannot go back to fix previous step, for that we have to

documented all requirement before starting the project. It is basic model of software developmentmethodology. [5]

3.3.2 Agile methodology

Fig


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This methodology is used while designing program for multi level or for big corporations, as there are

too much functions in this program, so these functions are divided among team and then joining each

other and check either these functions are compatible with each other or not and making all kind of

testing. It is most expensive and time consuming methodology.

3.3.3 Prototype methodology

Fig

This methodology is fastest software development methodology and normally used when client have no

any clear picture of his own requirement, developer design a model of his pre-described requirement

each tie and user also keep changing on his requirement every time and he is involve in this process, so

as model is built on user choice then game is over :P , its means this program is not well documented

when designed in prototype methodology. [6]

4 References

[1]http://www.zendesk.com/help-desk-software

[2]http://www.netresultstracker.com/product/index.html?gclid=CIz_ss6pgLwCFY1QOgod0RIA_A

[3]http://www.creativebloq.com/design/new-design-methodologies-10125997

[4]http://www.kayako.com/

[5]http://www.spiceworks.com/free-help-desk-software/

[6]http://www.dataversity.net/using-both-the-waterfall-and-agile-methods/
http://www.zendesk.com/help-desk-softwarehttp://www.zendesk.com/help-desk-softwarehttp://www.zendesk.com/help-desk-softwarehttp://www.netresultstracker.com/product/index.html?gclid=CIz_ss6pgLwCFY1QOgod0RIA_Ahttp://www.netresultstracker.com/product/index.html?gclid=CIz_ss6pgLwCFY1QOgod0RIA_Ahttp://www.netresultstracker.com/product/index.html?gclid=CIz_ss6pgLwCFY1QOgod0RIA_Ahttp://www.creativebloq.com/design/new-design-methodologies-10125997http://www.creativebloq.com/design/new-design-methodologies-10125997http://www.creativebloq.com/design/new-design-methodologies-10125997http://www.kayako.com/http://www.kayako.com/http://www.kayako.com/http://www.spiceworks.com/free-help-desk-software/http://www.spiceworks.com/free-help-desk-software/http://www.spiceworks.com/free-help-desk-software/http://www.dataversity.net/using-both-the-waterfall-and-agile-methods/http://www.dataversity.net/using-both-the-waterfall-and-agile-methods/http://www.dataversity.net/using-both-the-waterfall-and-agile-methods/http://www.dataversity.net/using-both-the-waterfall-and-agile-methods/http://www.spiceworks.com/free-help-desk-software/http://www.kayako.com/http://www.creativebloq.com/design/new-design-methodologies-10125997http://www.netresultstracker.com/product/index.html?gclid=CIz_ss6pgLwCFY1QOgod0RIA_Ahttp://www.zendesk.com/help-desk-software

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