Engineering

Support System Group J

Group

• T.A.M.P. Fernando (138212T)

• P.A.V. Shyamani (138233H)

• A.A.N. Adikari (138201J)

• M. Rifad(138229C)

Project vision

Our vision is to design an architectural

approach for a support system by analyzing

and evaluating different architectural options

and selecting the most suitable one which

helps clients to enjoy their solution based on

our products mostly with technical support

and full time availability.

Goals & Objectives.

• Improve collaboration and communication

with customers

• Improve quality of services which are

outsourced by the company

• Increase after sale service quality by means

of high-availability

• Enhance reusability by making existing

patches available to the required customers

and maintaining a proper documentation

Key Requirements

• Security

- Authorization/authentication based on a central LDAP

- Role based access control

- Multi-tenancy

• Unified view of data

- Avoid duplication

- Ensure consistency

- Zero (or low) latency

Key Requirements

• Eliminate error/prone, time consuming processes

-Maintain client's contacts and product versions

-Reuse already released patches

• Streamline processes

- No blocking on others, no waiting, no delays

- No assumptions

- No surprises

- Zero errors

• Availability need => 24/7

High-Level Architecture

• Sugar CRM

-Keep Client details (Ex :Contact Details)

• Jira

-Clients raise their issues

-Priority levels

-Engineers report the time on issues

-Generate reports (Ex: Time Tracking

Report,SLA Violation Report)

Ctd..

• Support Portal

-Clients find information (Contract details,

available patches, Service packs)

• Support Engineering Portal

-Engineers find information about clients

• Governance registry

-Keep contract details

Ctd..

• LDAP

-Authenticate

Design

• Operational View

• Deployment View

Architectural

Views

Assumptions Made

• Jira is hosted in a cloud

• SugarCRM is hosted cloud

• Jira and SugarCRM allow single sign on

• time tracking has been enabled by the JIRA

administrator (to create the time tracking

report)

Technical Aspect

• Sugar CRM

LDAP

Jira

Quality Attributes

• Availability

• Security

• Performance

• Usability

• Scalability

• Performance

Language & DB

J2EE -[JAVA]

Finally realised to come up with the java open source solution and the team was very

much flexible with java and most of the clients applications was build based on java

where easy to future scalability and connectivity.

Data Base .We decided to stick with PostgreSQL since It is known for being rock-solid and well-

engineered, capable of supporting high-transaction, mission-critical applications

Three Tier client server

Architecture

Presentation Layer

Business Logic-Application servers

Data

Base Data

Base

Q & A

Thank You