eSmartDesk Project

Group 11: LongNH – HongLM – MinhNQ – HuyLD Supervisor: Mr. TaiNT

IntroductionFeaturesDatabase ModelDemoQ&A

CATEGORIES

CATEGORIES

Introduction• Background• Current Problem• What’s eSmartDesk and its benefits?• Developing Environ. And Techniques

CATEGORIES

Features• Help desk features

User Management Ticket Management User Notification

• FAQs Management• Report Management

CATEGORIES

Database Model• ER Model

Demo Q&A

INTRODUCTION

Why’s eSmartDesk needed?• Information technology (IT) is developing quickly• Companies and organizations have applied IT into their

business processes for increasing productivity, lowering time and cost

• However by the shortage of IT skillful employees, many problems from light to critical may appear anywhere in the system

INTRODUCTION

Current Problems• Difficult for IT staffs to undertaken all appeared issues.• Difficult to manage issues from all departments for large

companies.• Interacting channels between user and IT staff are just

phone, mail.• There is not something like knowledge base for employee• IT team does not have performance report to identify their

weakness for improving.

INTRODUCTION

What’s eSmartDesk and its benefits?• A software system that provides for users of an

organization as center point of contact, to receive help on various IT issues appears.

• Manage all appeared IT issues following the most effective way helping reduce time, risks, and increase staff’s productivity

INTRODUCTION

Some eSmartDesk benefits: A more effective way to manage staff and IT issues

Allow admin to manage employees, and IT teams effectively Provide for users a complete system to manage IT issues with friendly

and interactive interface Provide real-time tracking allowing users to update their issues by

email or message log

INTRODUCTION

Some eSmartDesk benefits: A large FAQs knowledge base:

Provide a large FAQs knowledge base of simple IT problems, their solutions and guidelines.

Help employee to find problem’s solution more quickly and simple without contacting IT staff Decrease pressure of IT staffs

A criterion for evaluating staff’s performance and contribution

INTRODUCTION

Some eSmartDesk benefits: A visual tool for evaluating whole system:

Provide report feature with chart and data table about IT issues and staff performance

Supply many kind of criterions providing user more choices Based on report finding weakness in current system to improve and

upgrade

DEVELOPING ENV. AND TECHNIQUES

Developing Environment• Java Programing Language, Tomcat Apache Server.• NetBeans IDE (Integrated development

environment) 6.9.1• Database SQL server

Techniques• Framework struts 2, hibernate• AJAX (asynchronous java and xml), XML (extendible

markup language), dynamic HTML with javascript, jquery, css3, log4j loggers

FEATURES

Overall usecase model

System

Employee

IT Staff

Admin

Manage Issue

Manage User

Manage Report

Notify UserManage FAQs

Create FAQs

Edit FAQs

Approve FAQs

Notity by Message Log

Notify by Email

Log Basic Issue

Search Issue

Log Advanced Issue

Edit Issue Info.

Search FAQs View Detailed FAQs

Search User

View User Info

Create New User

<<extend>>

View Detailed Issue

Edit User Info<<extend>>

<<extend>>

Create Report

<<extend>>

<<include>>

<<include>>

View message log

<<extend>>

Export to PDF

<<extend>>

FEATURES

Help Desk features• User Management

System

Admin

IT Staff

Employee

Manage User

Create New User Edit User Info

View User Info

Search User

<<extend>>

<<extend>>

FEATURES

Help Desk features• Ticket Management

System

Admin

IT Staff

Employee

Manage Issue

Log Advanced Issue Edit Issue

View Detailed Issue

Search Issue

Log Basic Issue

<<extend>>

<<extend>>

User

Start

IT Staff

Admin

End

Having IT Issue

Use: Phone or email?

Call or send mail

Yes

Search on knowledge base page

Have same issue?

Solution useful?

Log new issue

Fulfill issue info.

Assign to appropriate

IT staff

Change status to OPEN, send message for

admin

Come and fix issue

Can’t fix issue

User or staff also can log issue

Classify, check severity, fill necessary info.

No

Yes

NoNo

No Yes

Yes

FEATURES

Help Desk features• User Notification

System

Admin

IT Staff

Employee

Notify User

Notify by Email

Notify by Inbox Message

View Message Log

User Start

Admin End

Log New Ticket

Yes

Assign task to IT Staff

No

Update Ticket Info.

Create New User

Auto send mail, message

to user

Log New Ticket

FAQs Management

System

Admin

IT Staff

Employee

Manage FAQs

Approve new Faqs

View Detailed Faqs

Create New Faq

Edit Faqs Info

Search Faqs

<<extend>>

<<extend>>

IT Staff

Start

User

Admin

End

Review existing issue and want to create new FAQ

Yes

Approve FAQ

View Approved FAQ

No

Search on knowledge base page

Have same FAQ?

Create new FAQ

Fulfill FAQ Info.

Edit FAQFAQ useful, adequate?

Change FAQ Info.

Review existing FAQ

FAQ useful, adequate?

No

No

Yes

Yes

FEATURES

Report Management

System

AdminManage Report

Produce New Report

Export Report to PDF

<<extend>>

FEATURES

Report Management

FEATURES

DATABASE MODEL

ER Model

DEMO

Q&A