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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
1.2.2 Problem statement 2 ............................................................................................................................. 3
1.2.3 Problem statement 3 ............................................................................................................................. 3
1.2.4 Problem statement 4 ............................................................................................................................. 3
1.2.5 Problem statement 5 ............................................................................................................................. 3
1.2.6 Problem statement 6 ............................................................................................................................. 3
1.2.7 Problem statement 7 ............................................................................................................................. 3
1.2.8 Problem statement 8 ............................................................................................................................. 3
1.2.9 Problem statement 9 ............................................................................................................................. 4
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.
1.2.2 Problem statement 2
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.
1.2.3 Problem statement 3
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.
1.2.5 Problem statement 5
Workers productivity become low due to wait of equipment repair or interference in work interrupted
the work balance.
1.2.6 Problem statement 6
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.
1.2.8 Problem statement 8
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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1.2.9 Problem statement 9
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-softwareTop Related