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TitleIT HelpDesk Request Management System
High Level Solution Design -
Versione 0.1
SUBMIT DATE 29/09/2010
STATUS Draft
Prepared BY Venkat Ramavath
Reviewer 1
Reviewer 2
Reviewer 3
INDEX
1. INTRODUCTION ................................ ................................ ................................ ................... 3
1.1 PURPOSE OF DOCUMENT ................................ ................................ ................................ ....... 31.2 REVISION HISTORY ................................................................................................................ 3
2. APPLICATION ARCHITECTURE ......................................................................................... 4
2.1 TECHNOLOGY OVERVIEW ................................ ................................ ................................ ....... 42.2 SYSTEMOVERVIEW ......................................................................................................... 42.3 HIGH-LEVEL VIEW.................................................................................................................. 62.4 COMPONENTS DESCRIPTION.................................................................................................... 8
2.4.1 Custom Components ................................ ................................ ................................ .... 82.5 APPLICATION LAYER ............................................................................................................... 9
2.5.1 Presentation Layer ................................ ................................ ................................ ........ 92.5.2 Integration ................................ ................................ ................................ ..................... 9
3. DESIGN DIGRAM ............................................................................................................... 10
3.1 USE CASE DIAGRAMS ................................ ................................ ................................ ........... 10
4. TECHNICAL DESIGN ......................................................................................................... 10
4.1.1 Lists ............................................................................................................................ 104.1.2 Pages ......................................................................................................................... 124.1.3 Features...................................................................................................................... 124.1.4 WebParts .................................................................................................................... 124.1.5 Workflows ................................................................................................................... 13
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4.2 UTILITIES ............................................................................................................................ 134.2.1.1 Email Manager Utility ................................ ................................ ........................... 13
4.2.1.2 Error Logging Utility ................................ ................................ .............................. 13
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1. INTRODUCTION
1.1 PURPOSE OF DOCUMENT
This document describe high level solution design for HelpDesk Request Management SystemTool, Which gives thedetail description.This also identified main systems/components involved in external flow applications.
1.2 REVISION HISTORY
VERSION#
DATEISSUED
RELEASESTATUS
EDITORS REASON FOR CHANGE
0.128/10/201
0 draft venkat
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2. APPLICATION ARCHITECTURE
2.1 TECHNOLOGY OVERVIEW
Helpdesk management tool developing based on Microsoft Office SharePoint Server 2007.
2.2 SYSTEMOVERVIEW
The application begins with a helpdesk request, made by any authenticated user.
The Helpdesk Tool mainly consists of 3 types of Users.
1. Requestors or Employees who raises the request for Issue Solving
2. Approver (or Helpdesk manager) - the user who understands the Issue and assigns it to the Technician by
providing Comment.-
3. Technician- Resolves the Issues and provides the Comment.
y Using a SharePoint list form, the user completes a basic description of the problem, selects a problem
category and Subcategory.
y Once request submitted, the Helpdesk Manager receives an email notification about the issue, with a link to
the details about the request.
y The Helpdesk Manager reviews the request, makes changes if necessary and assigns the request to the
Technician.
y When the manager makes the assignment, the technician receives an automated email with a link to therequest item.
y To keep the original updated on issue progress, whenever the technician changes the request, the user gets
an automated email notification whenever the ticket item gets changed.
y In all the Scenarios Due date can be taken from the SLA Duration as per the priority.
y If the Technican not resolving the issue in Due Date, the request can be Reopened and available in Open
Requests(Que).
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2.4 COMPONENTS DESCRIPTION
2.4.1 CUSTOM COMPONENTS
Helpdesk Re
est Management System
singz
stom thez
omponents likez
stome{
orkflo{
andz
stom Task Editforms to a
zhive the f
nztionality of the portal.
Follo{
ings arez
stomzomponents :
1. C
stom List:List are playing and an important role to maintaining all the information re
ired for the portal. For e.g. UserDetail, Re
est Detail and Re
est History.
2. C
stom Content TypeAll the re
iredzolo
ms arez
stomzolo
m and andzan be re
sed in this tool.
3. C
stom Workflo
{
This portal mainly depends on the{
orkflo{
. A{
orkflo{
is intiated and{
ith in the{
orkflo{
different aztivities
took plaze. For e.g approval a
ztivity, reje
ztion a
ztivity et
z.
4. C
stom FormsTo
zomple the above a
ztivities
z
stom forms as{
ell as o
t-of-bo|
forms are
sed. These forms plays animportant role. These forms takes all the re
ired information from
ser and perform the a z tivity.
5. C
stom Feat
re Reziver
This helps the administrator to manage all the Re
ests from the Tool.
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2.5 APPLICATION LAYER
Appli}
ation layer is totaly basis on the}
~
stom .net appli}
ation and sharepoint. In the appli}
ation layer~
ser intiated thea re
~
est for Iss~
e Resolving and the re
~
est goes to s~
pervisor to a} }
ept , de}
line or res~
bmit the re
~
est. If thes
~
pervisor approves or de}
lines the re
~
est a}
tivity}
ompleted .
2.5.1 PRESENTATION LAYER
Presentation Components are divided into t
o areas:
y C
stom Web Part:
These omponents provide data presentation
s
ally managed
stom ode in Vis
al St
dio Appli ation.Web parts
ill manage their o
n interfa
e
ith lists.
y C
stom Web PageThese
omponents are
stomization/onfig
ration of Vis
al St
dio 2008omponents.
Pages e
pose ad ho
f
n
tionality and interfa
e
ith Adaptation Layer and Integration of data management.
2.5.2 INTEGRATION
These
omponents manage
omple
f
n
tionality
ombining
orkflo
and Task Edit Forms or basi
f
n
tionality,available in
ombined mode
ith other internal
omponents like list.
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1. Employee Name
2.
Employee No
3. Request No :
4. Issue category (Refer Issue categories List from below)
5. Issue SubCategory (Refer Issue Sub categories List from below)
6. Priority: Auto updated based on the Issue subcategory
7. StartDate
8. EndDate
9. Description
10. ITManager Comment
11. Technician Comment
12. Request Status
List : Priorities
S.No Column Name SLA Duration
1. Low 5Working days
2. Medium 3Working days
3. High 1 day
List: Issue Categories:
S.No Column Name
1. Software
2. Hardware
3. Security
4. Email
5. Internet
6. ISO
7. Stand by Laptop
8. Blackberry
9. Test-Lab
List : Issue SubCategories
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All the Categories associated with SubCategories.For example Software consists of following Subcategories.
So
tware Desription Priority
Soft
are A
ess 2
Soft
are Iss e 2
Soft
are Re
est 1
4.1.2 PAGES.
1. Help Desk Re
est Form.2. Re
est S
essf
l Form3. All Pending Re
ests Fom(Only forHelpdesk managers)
4. Assigned Re
ests Form(Available Only forTehni
ians)
5. History
ith Eport To E
el (Only forHelpdesk managers)
4.1.3 FEATURES
All C
stom
omponents s
h as WebParts,Appli
ation Pages and Site pages
an in
l
ded in Featres in
order to provide Sol tion Pa
kage.
4.1.4 WEBPARTS
The C
stom WebParts in
l
ded in this soltion are
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Helpdesk Request Management System
6. Help Desk Re
est .
. Re
est S
essf
l
8. All Pending Re ests (Only forHelpdesk managers)9. Assigned Re
ests(Available Only forTe
hni
ians)
10. History
ith Eport To E
el (Only forHelpdesk managers)
4.1.5 WORKFLOWS
Workflo
is
sed to raised the re
est and to different a
tivities like s
bmitting the re
est, sending the emailintimation to s
pervisor for approval, re
eiving email intimation or re
est .
4.2 UTLITIES
4.2.1.1 EMAIL MANAGER UTILITY
Email manager sends notifi
ation to the
sers throgh email abo
t ne
Re
ests added, Assigned and Task
Resolved or Reopened.Email manager
tility
an be developed
sing Vis
al st
dio.net
ith the help of SharePoint. Utilities.
4.2.1.2 ERROR LOGGING UTILITY
Whenever the Errors or E
eptions o
rs in Helpdesk management tool, all the e
eptions
an be logged in
Appli
ation events.