Creating a Trouble Creating a Trouble Call Tracking Call Tracking

SystemSystem

John AlgerJohn Alger

algerja@jmu.edualgerja@jmu.edu

James Madison UniversityJames Madison University

TopicsTopics

• DevelopmenDevelopmen

tt

• DeploymentDeployment

• MaintenanceMaintenance

TerminologyTerminology• RDBMRDBM Relational Database ModelRelational Database Model• TableTable information about a single information about a single

thingthing• RecordRecord a single row in a tablea single row in a table• FieldField a single column in a tablea single column in a table• SQLSQLSimple Query LanguageSimple Query Language• QBEQBE Query By ExampleQuery By Example• VBAVBA Visual Basic for ApplicationsVisual Basic for Applications

Development StepsDevelopment Steps

• System Mission StatementSystem Mission Statement• Business Model / EnvironmentBusiness Model / Environment• Graphical User Interface (I/O)Graphical User Interface (I/O)• Tables, Relationships, Queries, Tables, Relationships, Queries,

VBAVBA• Prototype Prototype • RefinementRefinement

Our Mission Our Mission StatementStatement

Our system needs to effectively and efficiently track our client trouble

calls, history and billing.

Our Business ModelOur Business Model(We are an auxiliary)

• One call per clientOne call per client• Trouble call FIFO queTrouble call FIFO que• Support StandardsSupport Standards• DHCP accessDHCP access• Pay up frontPay up front• Machine registrationMachine registration• Web/Phone front endWeb/Phone front end

• Contact Staff and Contact Staff and Clients via Web or Clients via Web or EmailEmail

• Client work history Client work history and payment and payment historyhistory

• Staff demerit Staff demerit systemsystem

• Work order processWork order process

EnvironmentEnvironment

Interface Design• Communication• Input screens (FORMS)• Output (REPORTS)• Controls (The OK button)• Properties (The color of OK)• Events (OK was clicked)• Methods (External code)• Macros/Wizards (No Code)

• Singular Entity• Primary key• Index• Relationships• QBE interface

Table Creation

Internet Access• Web forms - CGI

– Post Only– Interactive

•Perl Generated

• SMTP - Email from the app• SNMP - Managing the hub ports• TCPIP sockets

DeploymentDeployment

• Splitting the Splitting the DatabaseDatabase

• ProductionProduction• DevelopmentDevelopment• Server environmentServer environment

Maintenance• Backup solutionBackup solution• Contingency processingContingency processing• Business rules changeBusiness rules change• Continuous Continuous

ImprovementImprovement

John AlgerJohn Algeralgerja@jmu.edualgerja@jmu.edu

James Madison UniversityJames Madison University

QuestionsQuestions