Issue Manager Presentation 28-03

8/14/2019 Issue Manager Presentation 28-03

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Enterprise Database Systems

Group Assignment


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Agenda

Business CaseIssueManager System

Master Data SetupHelpdesk OperationsReports

DemonstrateApplication ArchitectureDatabase Design & Implementation

Q&A


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IssueManager System (Cont)

Employee Software

Hardware

Hardware Parts

Issue Types

Solutions

Create / Update Issue

Outstanding Issues ByIssue Type

Outstanding Issues

BySpecialist

Engineer'sWorkload

Issues andSolutions

Issues ByCaller

Master Data

HelpdeskOperation

Reports


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IssueManager System (Cont)

Helpdesk OperationsAssumptionsDue to time restrictions did not implement interfaces to assign employeeissue specialisation. Therefore we assume that administrator will assign itthrough the table EMPLOYEE_ISSUE_TYPEDoes not keep the history of particular issues responsibility transfer fromone engineer to the other, but by adding comments this purpose can beaccomplished.All H/W has a serial number pasted on them for easy reference to the caller.When an Issue is solved a comment is always added by the specialist oroperator which will record the issue solved date and timeIssues are always closed by the assigned person.Problems will be referred to as Issues and Problem Areas as Issue TypesAfter log in all employees should check the Outstanding Issues bySpecialist Report to see if any issues has been assignedA log is maintained containing all serial numbers of software installed in aparticular hardware


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IssueManager System

Helpdesk OperationsPossible IssuesIssue 01: Cannot move the mouse cursor

Issue 02: Computer detects a virus in the USB driver. Even if I clean it, it does not get cleaned.

Issue 03: Cannot open a file in my USB. When I open itwindow comes up with Open with. There are

applications in it but dont get open with any of them.

Reports


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Database Design & Implementation - ERD


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Database Design & Implementation

TablesDEPARTMENTEMPLOYEEEMPLOYEE_ISSUE_TYPEHARDWARE

HARDWARE_PARTISSUEISSUE_COMMENTISSUE_TASK ISSUE_TYPESOFTWARESOLUTIONUSER


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Database Design & ImplementationView 1

View Name: VIEW_EMPLOYEE_SPECIALIZATIONPurpose: To show all employees who are specialist who can be assigned tospecific issue.Usage: In the assign issue to engineer page


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View Name: VIEW_ENGINEER_WORK_LOADPurpose: To show how many issues are assigned to oneengineerUsage: In the Engineers Workload report


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View Name: VIEW_ISSUE_SUMMARYPurpose: To show the summary of issues recordedUsage: In the Issue Summary Page


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View Name: VIEW_SOLUTIONS_BY_ISSUE_TYPEPurpose: To show how particular Issue Type has been solved inthe past.Usage: In the Issues and Solutions Report


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View Name: VIEW_OUTSTANDING_ISSUESPurpose: To show the outstanding issues (Issue status isCreate or In Progress) for a particular issue typeUsage: In Outstanding by Issue Type Report


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Database Design & ImplementationFunctions

FN_GET_EMPLOYEE_NAME_BY_IDPurpose: Employee Name will be returned when you give theEMPLOYEE_ID into the functionUsed In: VIEW_ISSUE_SUMMARY, VIEW_OUTSTANDING_ISSUES,

FN_GET_ISSUE_TYPE_BY_ID

Purpose: Issue Type will be returned when you give theISSUE_TYPE_ID into the functionUsed In: VIEW_SOLUTIONS_BY_ISSUE_TYPE,VIEW_OUTSTANDING_ISSUES

FN_GET_SERIAL_NO_BY_IDPurpose: Serial Number will be returned when you give theSOFTWARE_ID OR HARDWARE_ID into the functionUsed In: VIEW_OUTSTANDING_ISSUES,VIEW_SOLUTIONS_BY_ISSUE_TYPE

FN_GET_SOLUTION_STEPS_BY_IDPurpose: Solutions Steps will be returned when you give theSOLUTION_ID into the functionUsed In: VIEW_SOLUTIONS_BY_ISSUE_TYPE


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Q&A


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Thank you.

Issue Manager Presentation 28-03

Documents

Transcript of Issue Manager Presentation 28-03