Final Paper Service Support Management System

7/28/2019 Final Paper Service Support Management System

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Acknowledgement

First of all my innumerable thanks to Almighty ALLAH for His blessings and

guidance at every stages of my life.

It is a pleasure to convey my gratitude to people who rendered contribution in

assorted ways to this project.

In the first place I would like to express my deepest thanks to my supervisor,

Pramita Sree Muhuri lecturer for her close supervision, much encouragement and

valuable suggestions throughout the progress of this project work. We express our

gratefulness to Mr. Md.KhaliluZzaman , Head of the Department of Computer

Science and Engineering for his kind co-operation in the department and also to

keep choice on project and along with it an appropriate teacher to us.

Finally, pardon me for unintentional error and omission.

April, 2013

Author

Imtiaj Uddin Ahamed

ID: 08530101


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ABSTRACT

The main theme of this work is to develop Service Support Management System

which can be efficient for any system. It can save time & resources, make the

system economical, reduce the number of workers, space being used and also work

load. The main objective is maintaining the data security in data processing in this

software. I also focused here how this software can be user friendly. Less time will

be taken to process the data. This will help to do more jobs in less time. The

System will be much more easy to use and the operator will feel no difficulty.


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Chapter-1

1. Introduction:

In the digital world the automation systems are closely related with us. It can be

software System or hardware system, in software system, if the system be

decorated for an organization, than it reduces the cost, time & human resource for

that organization. Service Support Management System module is to log and

render timely support to the clients after sales. The module helps to meet the

demand of clients by providing them the facility to access information and answer

to the service request.

By implementing this module the customer is supported by round-the-clock service

by us. This feature facilitates all necessary information and solutions the clients

required to help themselves, anytime and anywhere.


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1.2 Objective:

The main objective of the application is to automated the existing system, some

steps are given below

The clients can log the support call , these calls can be assigned to therespective site engineers. The site engineers view all calls allotted them.

After the call is attended and addressed, ability for site engineers to capture

the call information available in this module.

Furthermore, customer can view this product information, supportagreement and support call status. Any spare part required for this call can

be requested by the site engineer. The service management module also

allows creating service invoice and spare part invoice.

Periodically update the solutions based on customer suggestions & feedback. Gain a complete view of customer service request history.


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1.3 Feasibility Study:

In Feasibility study stage undergone through various steps that are describedfollowing:

1. Identify the source of the information at different level.

2. Identify the hope of user from computerized system.

3. Analyze the drawback of existing (manual) system.

1.4 Working of present Manual System:

The employees of the organization are involved in the following tasks.

Client Support Process: The clients can log the support call, these calls can be

assigned to the respective site engineers.

1.5 Drawbacks of Present System:

Some of the problems being faced in manual system are as follows:

1. Fast report generation is not possible.

2. Tracking a client request is difficult.

3. Gain a complete view of customer service request history is not properly

maintained.

4. Customize the knowledge base reports is not possible.


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1.6 Proposed System:

Track all the customer-reported cases end-to-end as per organization'scustomer support process

Generate cases through email, phone or web site using Web form. Automate the case routing process using the case assignment rules so that

all the cases are assigned to the right support agents in your organization

Set up case escalation process using the Workflow rules for a better caseresolution and enhance the customer satisfaction

Customize the Cases module as per your customer support process.Customization includes, adding more custom fields, modifying page layout

using drag & drop tool and changing the related list views

Customize the case reports and dashboards.

1.7 Proposed System provide with following Solutions:

Manage product-wise solutions in an easily accessible centralized locationfor a better case resolution in the least possible time with less effort

Periodically update the solutions based on customer suggestions & feedback Customize the solutions module to suite your organization knowledge base

requirements

Customize the knowledge base reports. Centrally manage and share all customer service issues.


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Understand frequency of incidents to improve product quality. Gain a complete view of customer service request history.

Monitor the effectiveness of case responses.

1.8 Conclusion

In this chapter discussed about the Service Support Management System,

Objective, Feasibility study, working of present manual systems, Drawback of

Present System, Proposed System.


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Chapter-2

2. REQUIREMENTS OF THE PROJECT

2.1 HARDWARE REQUIREMENTS:

The project can be implemented on both live and laboratory conditions. That

means the minimum requirements-

Processor: Intel Core i3 or above.

RAM min. 2 GB.

Fast Ethernet cables.

These requirements may change according to the working environment.

2.2 SOFTWARE REQUIREMENTS:

OS: Windows XP/Win 7/ REDHAT LINUX. Oracle 10g R2 Database Oracle Forms 6i

2.3 Conclusion

In this chapter discussed about the requirement of the project.


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Chapter-3

3.1 Introduction:

In this chapter discuss about Software Development Tools. From this discussion

easily understood the characteristics of the development tools. To develop this

software use some development tools are:-

Oracle Developer Suit 6i (Front End) Oracle Database 10g (Back End)

3.2 Oracle Developer Suit 6i:

Oracle Developer Suite is a suite of development tools released by the Oracle

Corporation. The principal components were initially Oracle Forms and Oracle

Reports.

3.3 Oracle Forms:Oracle Forms is a software product for creating screens that interact with

an Oracle database. It has an IDE including an object navigator, property sheet and

code editor that uses PL/SQL. It was originally developed to run server-side in

character mode terminal sessions. It was ported to other platforms, including

Windows, to function in a clientserverenvironment. Later versions were ported

to Java where it runs in a Java EE container and can integrate with Java and web

services.

The primary focus of Forms is to create data entry systems that access

an Oracle database.
http://en.wikipedia.org/wiki/Oracle_Corporationhttp://en.wikipedia.org/wiki/Oracle_Corporationhttp://en.wikipedia.org/wiki/Oracle_Formshttp://en.wikipedia.org/wiki/Oracle_Reportshttp://en.wikipedia.org/wiki/Oracle_Reportshttp://en.wikipedia.org/wiki/Oracle_databasehttp://en.wikipedia.org/wiki/Integrated_development_environmenthttp://en.wikipedia.org/wiki/PL/SQLhttp://en.wikipedia.org/wiki/Server-sidehttp://en.wikipedia.org/wiki/Client%E2%80%93serverhttp://en.wikipedia.org/wiki/Client%E2%80%93serverhttp://en.wikipedia.org/wiki/Client%E2%80%93serverhttp://en.wikipedia.org/wiki/Java_(programming_language)http://en.wikipedia.org/wiki/Java_EEhttp://en.wikipedia.org/wiki/Web_servicehttp://en.wikipedia.org/wiki/Web_servicehttp://en.wikipedia.org/wiki/Oracle_Databasehttp://en.wikipedia.org/wiki/Databasehttp://en.wikipedia.org/wiki/Databasehttp://en.wikipedia.org/wiki/Oracle_Databasehttp://en.wikipedia.org/wiki/Web_servicehttp://en.wikipedia.org/wiki/Web_servicehttp://en.wikipedia.org/wiki/Java_EEhttp://en.wikipedia.org/wiki/Java_(programming_language)http://en.wikipedia.org/wiki/Client%E2%80%93serverhttp://en.wikipedia.org/wiki/Server-sidehttp://en.wikipedia.org/wiki/PL/SQLhttp://en.wikipedia.org/wiki/Integrated_development_environmenthttp://en.wikipedia.org/wiki/Oracle_databasehttp://en.wikipedia.org/wiki/Oracle_Reportshttp://en.wikipedia.org/wiki/Oracle_Reportshttp://en.wikipedia.org/wiki/Oracle_Formshttp://en.wikipedia.org/wiki/Oracle_Corporationhttp://en.wikipedia.org/wiki/Oracle_Corporation


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3.4 How it works

Oracle Forms accesses the Oracle database and generates a screen that presents the

data. The source form (*.fmb) is compiled into an "executable" (*.fmx), that is run

(interpreted) by the forms runtime module. The form is used to view and edit data

in database-driven applications. Various GUI elements, such as buttons, menus,

scrollbars, and graphics can be placed on the form.

The environment supplies built-in record creation, query, and update modes, eachwith its own default data manipulations. This minimizes the need to program

common and tedious operations, such as creating dynamic SQL, sensing changed

fields, and locking rows.

As is normal with event driven interfaces, the software implements event-handling

functions called triggers which are automatically invoked at critical steps in the

processing of records, the receipt of keyboard strokes, and the receipt of mousemovements. Different triggers may be called before, during, and after each critical

step.

Each trigger function is initially a stub, containing a default action or nothing.

Programming Oracle Forms therefore generally consists of modifying the contents

of these triggers in order to alter the default behavior. Some triggers, if provided by

the programmer, replace the default action while others augment it.

As a result of this strategy, it is possible to create a number of default form layouts

which possess complete database functionality yet contain no programmer-written

code at all.
http://en.wikipedia.org/wiki/Oracle_databasehttp://en.wikipedia.org/wiki/Event-driven_architecturehttp://en.wikipedia.org/wiki/Event-driven_architecturehttp://en.wikipedia.org/wiki/Oracle_database


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3.5 Oracle Reports

Oracle Reports is a tool for developing reports against data stored in an Oracle

database. Oracle Reports consists of Oracle Reports Developer (a component of

the Oracle Developer Suite) and Oracle Application Server Reports Services (a

component of the Oracle Application Server).

3.6 How it works

Oracle Reports, a component of Oracle Fusion Middleware is Oracle's award-

winning, high-fidelity enterprise reporting tool. It enables businesses to provide

instant access to information to all levels within and outside of the organization in

a scalable and secure environment. Oracle Reports consists of Oracle Reports

Developer - a powerful, declarative WYSIWYG reports design tool and a J2EE 5.0

based Oracle Reports Server with multi-tier architecture to access any data sources,

generate reports in any popular format for web and paper, and to burst and

distribute reports to any destination. Oracle remains committed to the development

of this technology, and to the ongoing release as a component of the Oracle Fusion

Middleware platform.
http://en.wikipedia.org/wiki/Oracle_databasehttp://en.wikipedia.org/wiki/Oracle_databasehttp://en.wikipedia.org/wiki/Oracle_Developer_Suitehttp://en.wikipedia.org/wiki/Oracle_Application_Serverhttp://en.wikipedia.org/wiki/Oracle_Application_Serverhttp://en.wikipedia.org/wiki/Oracle_Developer_Suitehttp://en.wikipedia.org/wiki/Oracle_databasehttp://en.wikipedia.org/wiki/Oracle_database


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3.7 Oracle Database 10g:

The Oracle Database (commonly referred to as Oracle RDBMS or simply

as Oracle) is an object-relational database management systemproduced and

marketed by Oracle Corporation.

Oracle database have pursuit of features that not only provide best performance for

database, security for data in databases, good database administration but also

many that are related with database like storage cost, redundant service for high-

availability etc. some of the highlighted features include :

1.

Most efficient use of IT budget ie organizations need not worry of hardwarecost much and can invest in core business.

2. Reduces Server cost.3. Reduces Storage cost.4. Eliminate idle redundancy in data centers.5. Improve System Performance.6. Increases productivity of DBA.It has various analytical functions that work very efficiently with huge amount of

data. The list of features is in non-ending. Let us have glance at the bottom line

feature that make Oracle outstanding:

Strictly business. Built-in Transparency. Internationalization (oracle comes in number of languages). Reduces cost of operations and always gives positive returns on

investments, the thing that every organization is concern about.

High performance.
http://en.wikipedia.org/wiki/Object-relational_database_management_systemhttp://en.wikipedia.org/wiki/Oracle_Corporationhttp://en.wikipedia.org/wiki/Oracle_Corporationhttp://en.wikipedia.org/wiki/Object-relational_database_management_system


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3.8 Conclusion

In this chapter discussed about the development tools, Oracle Forms and Reports,

Advantages of Oracle Database 10g.


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Chapter-4

4.1 Introduction:

In this chapter discuss about software development model. To develop this

software use Waterfall Model.

Waterfall Model

This is the old and more commonly used model. It was what Royce introduced in the 1970s. Theclassic Waterfall Model was shown to have created plenty of room for errors during application. The

phases included in this model are:

Fig: Waterfall Model


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Requirements specification: The functional and supplementary requirements which may be inthe form of an abstract. It contains the requirements and specifications needed for system

developers.

Design:This would refer to how a system should function in order to address the currentissue. This includes: architectural design, abstract specification, interface, component, data

structure, and algorithm designs.

Construction or Implementation: This is the execution of what is employed in therequirements and design. This could refer to the end result of a task.

Testing: After the implementation, the project team should have a clearer grasp on what worksand what does not. This phase would refer to making an assessment on best practices and

functional systems that will be good to the users. Faults and errors will be reduced or avoided

during this stage.

Installation and Maintenance: Aside from working its way to getting rid of bugs, this phasewould also refer to providing consistent enhancement processes through sending reports,

making validations and creating tests.

The Modified Waterfall ModelThe newer model is an excerpt from the classical model, except that the errors are significantly

reduced through verification and validation. Every phase, from requirements specification up to

installation and maintenance is backed up with additional testing. Furthermore, with the Modified

Waterfall Model, there is a lesser need for documentation and revisions as it allows overlapping of

phases, unlike the classic model which requires a project to finish each phase before proceeding to

the next.

The advantages and disadvantages of the Waterfall ModelOne of the main advantages of this model is that it promotes discipline in documentation, as a phase

cannot be considered complete unless documents are presented. There has to be solid

documentation before it can go through the next phase in the cycle; this makes progress more

evident and easier to pinpoint. Moreover, and this would refer to the modified model in particular,

there is continuous validation of every phase, thus errors and defects can be avoided. In the

instance that the project team members need to be replaced, there will not be much of a difficulty for

new members to continue because all the documentations are readily available, and errors are very

minimal.

In regards to its disadvantages, the Waterfall Model may limit flexibility of the project because it has

to be adherent to documentation. It makes it harder to jump to the next phase because it strictly

sticks to a phase until such time it has been completed. Second, it creates complicated and

sometimes terribly structured processes because requirements are oftentimes not handed over

during a particular phase, specifically in the initial planning, and the new requirements would then

have to be added to the next phase which renders it irrelevant because it is supposed to be for the


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previous one. It is good to know though that these issues have been addressed with the modified

model, thus these advantages may not necessarily apply at all.

Project managers who would like to utilize a simple approach in managing a certain project often use

the Waterfall Model. This is preferable for more stable tasks that do not really require plenty of

changes during its completion. The Waterfall Model would be well-suited for projects that are

predictable and well-designed even before it has been undertaken, because it does not work very

well with projects that are very dynamic. Changes during the various phases can cause it to become

less accurate and may even render it useless in the end.

4.4 Conclusion

In this chapter we discuss about the Waterfall Model and how its works, application

ofWaterfall Model.

Chapter-5

5.1 Introduction

In this chapter discuss about Use Case, ER diagram & DFD for showing the

relationship and system design,


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5.2 Use case:

Use case approach is the one of approach of Requirement Elicitation in which

interaction between the user and proposed software system is studied to find out

Requirements for the proposed system. The terms use case, use case scenario, and

use case diagram are different.

To draw the use case diagram of Service Support Management System

software are given below:


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System

Client/Supplier Information

Company Info

Employee Information

Service Information

Service Response

Feedback

Service Response

Service Request

Service Assign

User

Admin

Client

5.2.1 Use case diagram of Service Support Management System

5.3Discussion:

The use case defines the interactions between the administrator and the user under

consideration to accomplish the Service Support Management System

software.


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5.4 ER diagram

This document is an entity relationship diagram, or "ERD", for a system to Service

Support Management System. An ERD is a model that identifies the concepts or

entities that exist in a system and the relationships between those entities. An ERD

is often used as a way to visualize a relational database: each entity represents a

database table, and the relationship lines represent the keys in one table that point

to specific records in related tables. ERD may also be more abstract, not

necessarily capturing every table. ERD may also be more abstract, not necessarily

capturing every table needed within a database, but serving to diagram the major

concepts and relationships. This ERD is of the latter type, intended to present an

abstract, theoretical view of the major entities and relationships needed.

It may assist the database design process, but does not identify every table that

would be necessary for database.


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Fig: ER-Diagram

User_tbl

USER_ID (pk)

USER_NAME

PASSWORD

PERMISSIONCREATE_TIME

GENDER

PIC

FULL_NAME

ADDRESS

FLAG

SS_Request_DT

COMPANY_CODE (Pk) (Fk)

DRCR_CODE (Pk) (Fk)

REQUEST_SLNO (Pk) (Fk)

TICKET_NO (Pk) (Fk)JOB_NO (Pk)

SERVICE_GROUP_CODE

SERVICE_CODE

SERVICE_DETAILS

SERVICE_DELIVERY_DATE

SERVICE_REMARKS

JOB_STATUS_FLAG

SERVICE_COMPLITION_DATE

SS_Request_MT

Company_Code(Pk)DRCR_code (Pk)

REQUEST_SLNO (Pk)

TICKET_NO (Pk)

REQUEST_BY

CONTACT_NO

EMAIL

REQUEST_DATE

RECEIVED_BY

PRIORITY_LEVEL

Service

Avilable

Master

Details

relation

SS_Job_Quee_Card_DT_ONE


DRCR_CODE (Pk) (Fk)


TICKET_NO (Pk) (Fk)

JOB_ASSIGN_NO (Pk) (Fk)

JOB_NO (Pk)

SERVICE_GROUP_CODE (Pk)

SERVICE_CODE (Pk)

JOB_ASSIGN_TO

JOB_COMP_DATE

SS_Job_Quee_Card_MT

COMPANY_CODE (Pk)DRCR_CODE (Pk)

REQUEST_SLNO (Pk)

TICKET_NO (Pk)

JOB_ASSIGN_NO (Pk)

JOB_ASSIGN_BY

JOB_ASSIGN_DATE

SS_Job_Quee_Card_DT_TWO


DRCR_CODE (Pk) (Fk)


TICKET_NO (Pk) (Fk)

JOB_ASSIGN_NO (Pk) (Fk)JOB_ASSIGN_SLNO (Pk)

JOB_NO (Pk) (Fk)


SERVICE_CODE (Pk) (Fk)

JOB_ASSIGN_TO

EMP_CODE (Pk)

FLAG

SS_Response_DT


DRCR_CODE (Pk) (Fk)REQUEST_SLNO (Pk) (Fk)

TICKET_NO (Pk) (Fk)

JOB_ASSIGN_NO (Pk) (Fk)

JOB_ASSIGN_SLNO (Pk) (Fk)JOB_NO (Pk) (Fk)

SERVICE_GROUP_CODE (Pk) (Fk)

SERVICE_CODE (Pk) (Fk)JOB_ASSIGN_TO

SERVICE_RESPONSE_NO (Pk)(Fk)

RESPONSE_SLNO (Pk)

RESPONSE_DETAIL

JOB_RESPONSE_REMARKS

RESPONSE_STATUS

SS_Response_MT

COMPANY_CODE (Pk)DRCR_CODE (Pk)

REQUEST_SLNO (Pk)

TICKET_NO (Pk)

JOB_ASSIGN_NO (Pk)

JOB_ASSIGN_SLNO (Pk)

JOB_NO (Pk)


SERVICE_CODE (Pk)

JOB_ASSIGN_TO

SERVICE_RESPONSE_NO (Pk)

RESPONSE_STATUS

RESPONSE_DATE

SS_Feedback_DTONE

COMPANY_CODE (Pk) (Fk)DRCR_CODE (Pk) (Fk)


TICKET_NO (Pk) (Fk)

FEEDBACK_NO (Pk) (Fk)

FEEDBACK_SLNO (Pk)

JOB_NO (Pk)

SERVICE_GROUP_CODE (Pk)SERVICE_CODE (Pk)FEEDBACK_JOB_STATUS

SS_Feedback_MT

COMPANY_CODE (Pk)

DRCR_CODE (Pk)REQUEST_SLNO (Pk)

TICKET_NO (Pk)

FEEDBACK_NO (Pk)FEEDBACK_DATE

FEEDBACK_STATUS_FLAGService

feedback

Service

Response

Service

request

Service

Assign

SS_Service_Info


SERVICE_CODE (Pk)SERVICE_NAME

SERVICE_STATUSSERVICE_VALID_FROM

SERVICE_VALID_UPTO SS_Service_Category

SERVICE_GROUP_CODE (Pk)SERVICE_GROUP_NAME

SERVICE_GROUP_STATUS

GROUP_LISTED_DATE

Master

Details

relation

Master

Details

relation

Master

Details

relation

Master

Details

relation

Master

Details

relation

Master

Detailsrelation

SS_Feedback_DTTWO


DRCR_CODE (Pk) (Fk)


TICKET_NO (Pk) (Fk)

FEEDBACK_NO (Pk) (Fk)

FEEDBACK_SLNO (Pk) (Fk)

JOB_NO (Pk) (Fk)


SERVICE_CODE (Pk)FEEDBACK_JOB_SLNO (Pk)

FEEDBACK_DESCRIPTION (Pk)

FEEDBACK_REMARKS (Pk)


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Lookup Table:

Abc_company

COMPANY_CODE (Pk)

COMPANY_NAME

COMPANY_ADD1

COMPANY_ADD2

COMPANY_ADD3

PHONE_NO

COMPANY_TYPE

RELATED_COMPANY

COMPANY_CONTACT_NO

WEB_ADDRESS

COMPANY_EMAIL

Client_info

COMPANY_CODE (Pk)

DRCR_CODE (Pk)

NAME

SNAME

ADDR1

ADDR2

ADDR3

PHONE_NO

DRCR_FLAGACCODE

STATUS

EMAIL

HR_EMPLOYEE

COMPANY_CODE (Pk)

DESIG_CODE (Pk)

DEPT_CODE (Pk)

EMP_NAME

DATE_OF_BIRTH

M_STATUS

SEX

FATHERS_NAME

PRS_ADDRESS1

PRM_ADDRESS1

TEL_NO

ACC_NO

JOIN_DATE

EMP_STATUS

EMP_TYPE

JOIN_BASIC

CURR_BASIC

TIN_NO

PASSPORT_NO

STOP_SALARY

NATIONALITY

RELIGION

EMP_CODE (Pk)PROB_END_DATE

FAX_NO

E_MAIL

DEDUCT_FLAG

HR_DESIGNATION

DESIG_CODE (Pk)

DESIG_NAME

DESIG_RANK

MENU_USER

IDNO (Pk)

NAME

REF_NAME

REF_ID

FR

UNAME

OBJECT_NAME

MODULE_NAME

HR_DEPARTMENT

DEPT_CODE (Pk)

DEPT_NAME

DEPT_LOC

MENU_MASTER

IDNO (pk)

NAME

REF_NAME

REF_ID

FR

UNAME

OBJECT_NAME

MODULE_NAMEULEVEL

Fig: Lookup Table

Look-up is a stage in data stage process i.e. used for build a data warehouse and

make it easy for the end users to add new values to be picked from LOV.

Lookup tables are like master tables which are static & will be referred by other

Base tables for reference.

Lookup tables are basically used for referring a predefined data which are stored in

the table.


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5.5 DFD (Data flow Diagram)

A Data flow Diagram (DFD) is a graphical representation of the "flow" of data

through an information system. DFD can also be used for the visualization of data

processing (structured design).

On a DFD, data items flow from an external data source or an internal data store to

an internal data store or an external data sink, via an internal process.

A DFD provides no information about the timing of processes, or about whether

process will operate in sequence or in parallel. It is therefore quite different from

flowchart, which shows the flow of control through an algorithm, allowing a reader

to determine what operations will be performed, in what circumstances, but not

what kinds of data will be input to and output from the system, nor where the date

will come from and go to, nor where the data will be stored (all of which are

shown on a DFD).


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5.5.1 Diagram (DFD) of Service Support Management System

1

Service Ticket

Generation

Request For Service

Service Response

Service FeedbackService Performed

Client Data

Employee Data

All types of Service Data

Client Request forSpecific Service

All activity of performancewill be recorded

All feedback will be recorded. If same service

is requested it should be tracked.

Service Ticket Assign

Assign to a employee ora group of employee

Admin/User

Account

Approve LoginLog in or

Out process

Request for loginAdmin

Search & Match User id

Permission Granted or Denied

Available

Services

Service Category


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5.6 Conclusion

In this chapter discuss about the Entity Relationship Diagram, Data Flow Diagram

with 0th level diagram & System Design.


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Chapter-6

6.1 Introduction

In this chapter discuss about data table and design view of different data table,

graphical view of our software and testing.

6.2 Data Tables

In relational databases and flat file databases a table is a set of data elements(values) that is organized using a model of vertical columns (which are identified

by their name) and horizontal rows. A table has a specified number of columns, but

can have any number of rows. Each row is identified by the values appearing in a

particular column subset which has been identified as a candidate key.

Table is another term for relations, although there is the difference in that a table is

usually a multi-set (bag) of rows whereas a relation is a set and does not allow

duplicates. Besides the actual data rows, tables generally have associated with

them some meta- information such as constraints on the table or on the values

within particular columns.


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Table Name No Of Column

Fig: Tables


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6.3 Shortcut Keys:

Shortcut keys Function

F7 Enter Query

F8 Execute Query

F9 List of Values (LOV)

F3 Duplicate field/item

F4 Duplicate record

Ctrl+e Edit

Ctrl+F1 Show Keys


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6.4 Buttons and their functionalities

Buttons Function

Save Save all the entered information into the

Database

Report Run Report for the Specific Employee

First Record Go to the First Record

Previous Record Go to the Previous Record

Next Record Go to the Next Record

Last Record Go to the Last Record

Exit Close the opened form

Search Find out some specific information


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6.5 User Manual

Login Screen of Service Support Management System


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6.5.1 Menu Overview

Tree Manu:

(a)Tree Menu Overview

The Service Support Management System software has been separated into two

parts:

SSMS Lookup

o Formso Reports

ManagementoFormsoReports

Daily Task Task Management

o Formso Reports


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SSMSLookup Forms

SSMSLookup Reports


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SSMSManagement Forms

SSMSManagement Reports


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6.5.2 Forms Overview:

SSMSLookupCompany Information

(a)Company Information

This screen is designed to store all available Company Information into the

database. Inserted Company Information will be used for later transaction. So

inserted Company Information must be valid.


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SSMSLookupClient & Supplier Information

Fig: Client & Supplier Information

Client & Supplier Information will be inserted into the database through this

form. Entered information must be valid because this list will be used several

times. So user should enter real and valid data.


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SSMSLookupDesignation

Fig: Designation Form

This screen is designed to store all available designations into the database.

Inserted designation will be used for later transaction. So inserted designation

must be valid. There is another field Rankright after the designation field which

will be used to give a rank to a designation.


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SSMSLookupDepartment

Fig: Department Forms

This screen is designed to store all available Departments into the database.

Inserted designation will be used for later transaction. There is another field

Location right after the Departments field which will be used to give a Location

to a Department.


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SSMSLookup Employee Information Entry

This form is used to capture all the information about an employee. Theres a

hidden functionality called LOV (List of Value) in this form. To activate LOVs have

to press F9 or Double click on the field which contained LOV. In this form three

fields Company Name, Designation and Departmentcontained LOV.


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SSMSLookup Service Information

Fig: Service Information

This screen is designed to store all available Service Information into the

database. Inserted available Service Information will be used for later

transaction.


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SSMSManagementService Request Information

Fig: Service Request Information

This form is designed to keep record of Service Request Information details and generate the

ticket number against Client request. This ticket number is unique and system generated. The

details Section will be used to store Job number against a ticket number.


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SSMSManagementService Assign Information

This form is developed for holding the ticket number by the LOV and assign the

job to a employee or a team. This form is the main part of the form ,so user

should enter real and valid data. Theres a hidden Functionality called LOV (List

of Value) in this form. To activate LOVs have to press F9 or Double click on the

field which contained LOV.


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SSMSManagementService Assign Information

Fig: Service Assign Information

This form is designed to keep record of Service Response details or service performance details.

After completing the job then respective employee or team leader store this data to this form.


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SSMSManagementService Feedback

Fig: Service Feedback

This form is designed to keep record of Client Feedback details. After completion of job, Client

feedback against their ticket number.


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6.5.3 Report Overview

SMSLookup ReportsClient Report


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SMSLookup ReportsEmployee Report


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SMSLookup ReportsService Report


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SMSManagementReportService Request Report


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SMSManagement ReportService Assign Report


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SMSLookupManagementService Request Report


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SMSManagement ReportService Feedback Report

6.5 Conclusion

In this chapter discussed about the Service Support Management System software

overview.


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Chapter-7

7.1 Testing

It is integralpart of any systems development life cycle without which the system

developed is sure to fail and result in loss of economic and manpower investments

besides users dissatisfaction and downfall of reputation. System testing is the

stage of implementation, which aims at ensuring that the system works accurately

and efficiently before actual operation commences. No program or system design

is perfect, communication between the user and the designer is not always

complete or clear. All this can result in errors. Another reason for system testing is

its utility as a user oriented vehicle before implementation. The application system

is worthless if does not meet user needs, thus the system should be tested to see

whether it meets the user requirements.

7.2 Testing types

There are two types of software testing use in this system:

7.3 White box testing:

To find the error of Service Support Management System software by white

box testing.


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7.4 Algorithm:

1. If Client is not logged in then show login page else go to step 2.2. The clients can log the support call, these calls can be assigned to the

respective site engineers and generate the Ticket Number.

3. Admin assign the job to an employee or Team by the ticket number.4. After performing the job an employee or Team response against job number.5. After Completion of job ,Client Feedback against Ticket number.6. After proper completion of all job logout from the system.

7.5 Flow Chart & Flow Graph:

5

1

2

3

4

6

(a) Flow chart


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1

6

2,3,

4,5

(b) Flow graph

7.6 Cyclomatic Complexity:

The cyclomatic complexity is now computed in three ways:

1. The flow graph has 2 regions.2. V (G) = 3 edges3 nodes + 2 = 2.3. V (G) = 1 predicate nodes + 1 = 2.

Therefore, the cyclomatic complexity of flow graph is 2.

7.7 Independent Program Paths:

A set of independent program paths for the flow graph is

Path 1: 16

Path 2: 1234516

Discussion:

From the above testing it is clear that the software has no logical error.


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7.8 Black box testing:

To find error of Service Support Management System software by black box testing

are given below:

Input Class:

There are main 4 input categories in this software

(a)Service Request:

Request Date: These Display Item fields generate a Sys date.

Request No: Request No field generate a Request No.

Ticket No: Ticket Number field generate a system generated Ticket number.

Priority Level: Priority Level field input from given list item.

Client Name: This field input from LOV. Example: F9

Request By: This field holds any letter or number and maximum limit 15.

Example: Ahamed.

Email: This field holds any valid email id and maximum limit 35.

Example: [email protected]

Job no: This field generates a system generated Job no.

Service Group Name: This field input from LOV. Example: F9

Service Name: This field input from LOV. Example: F9.

Delivery Date: This field holds any valid date. Example: 12/12/2012

Service Remarks: This field holds any letter or number and maximum limit 120.
mailto:[email protected]:[email protected]


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(b)Service Assign:

Job Assign Date: These Display Item fields generate a Sys date.

Job Assign No: Job Assign No field generate a system generated Job Assign No.

Ticket No: This field input from LOV. Example: F9

Job Assign By: This field input from LOV. Example: F9

Sl No: These Display Item fields generate a system generated Sl No.

Job No: This field input from LOV. Example: F9

Service Name: This field input from LOV. Example: F9

Delivery Date: This field holds any valid date. Example: 12/12/2012

Job Assign To: This field holds any letter or number and maximum limit 15.

Completion Date: This field holds any valid date. Example: 12/12/2012

Employee Name: This field holds any letter or number and maximum limit 15.

Example: Ahamed.

(c)Service Response:

Response Date: These Display Item fields generate a Sys date.

Response No: Response No field generate a system generated Response No.



Job Assign Date: This field input from LOV. Example: F9

Service name: This field input from LOV. Example: F9

Job Assign To: This field input from LOV. Example: F9

Job No: This field input from LOV. Example: F9


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Job Assign By: This field input from LOV. Example: F9

Response Status: Response Status field input from given list item.


Response Details: This field holds any letter or number and maximum limit 120.

Response Remarks:This field holds any letter or number and maximum limit 120.

Response Status: Response Status field input from given list item.

(d)Feedback:

Feedback Date: These Display Item fields generate a Sys date.

Feedback No:FeedbackNo field generate a system generated FeedbackNo.



Status Flag: Status Flag field input from given list item.

Sl No: These Display Item fields generate a system generated Sl No.Job No: This field input from LOV. Example: F9

Service Group name: This field input from LOV. Example: F9

Service name: This field input from LOV. Example: F9

FeedbackJob Status: FeedbackJob Status field input from given list item.


Feedback Description: This field holds any letter or number and maximum limit

120.

Feedback Remarks:This field holds any letter or number and maximum limit 120.


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7.9 Discussion:

From the above testing it is clear that there is no functional error in this software.

7.10 Conclusion

In this chapter discuss about the two types of software testing, White box testing

and Black box testing.


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Chapter-8

8.1 Discussion & Conclusion:

After completed the project, I am sure the problems in the existing system would

overcome. The Service Support Management System process made

computerize to reduce human errors and to increase the efficiency. The main focus

of this project is to lessen human efforts. The maintenance of the records is made

efficient, as all the records are stored in the Oracle database, through which data

can be retrieved easily. The navigation control is provided in all the forms to

navigate through the large amount of records. The editing is also made simpler.

The user has to just type in the required field and press the edit button to edit the

desired field.

The ticket number are given at particular unique id no. So that they can be

accessed correctly and without errors, The main aim of the project is to get the

correct information about a particular client Ticket number available in software.

The problems, which existed in the earlier system, have been removed to a large

extent. And it is expected that this project will go a long way in satisfying users

requirements. The computerize of the Service Support Management System will

not only improves the efficiency but will also reduce human stress thereby

indirectly improving, human recourses and that Drives Satisfaction across Every

Customer touch point.

Service Support Management System is also helps you to not only reduce costs

and improve customer retention, but with the right processes, it can be a vital tool

for upselling and driving more revenue. Service Support Management System

application Transform your customer experience and build great customer

connections with Service.

Documents

Final Paper Service Support Management System