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VisionTech Help Desk
A Project Report
On
V i s i o n Te c h H e l p D e s k
Under the Guidance of
Mr. Ramesh V Desai
A project report submitted in partial fulfillment of the requirement
For the award of the degree of
MCA
Of SIKKIM MANIPAL UNIVERSITY, INDIA
Submitted By:
Name: Rohith N.
Roll No: 581125191
Course: MCA
Semester: 6th
Centre:
3E India 1596
B.T.M Layout, Bangalore
(Sikkim Manipal University Study Centre)
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ACKNOWLEDGEMENT
The project work is always an outcome of team effort. Besides my effort, I
would neither instigate nor accomplish this project to such a great extend
and without the help and guidance of the faculty and staff members. So I
am very much thankful to all of them for their kind cooperation and their
efforts and dedication that made me complete this project successfully.
This acknowledgment would be incomplete if we failed to thankthe faculty
of the computer science department who has alwaysprovided us with
encouragement and their valuable support.
We alsothank our friends and well-wishers who supported and encouraged
usalways, we would like to thank each and every one of this person
whohelped us in this endeavor called tech pro Services.
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BONAFIDE CERTIFICATE
Certified that this Project Report titled
Vision Tech Help Desk
is the bonafied work of Rohith Nwho carried out the project work
under my supervision.
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EXAMINER CERTIFICATION
This Project report ofRohith NEntitledVision Tech Help Deskisapproved and acceptable in Quality and Form.
Internal Examiner External Examiner
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TABLE OF CONTENTS
Contents:
1. Introduction
2. System Requirements Specification
3. Literature Survey
4. System Analysis
5. System Design
6. E-R Diagram
7. Dataflow Diagram
8. System Testing
9. Screen Shots
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INTRODUCTION
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1. Introduction:
. VisionTech provides services (providing computers, softwares, network
support, etc)to its clients. VisionTech consists of an e-commerce helpdesk. The
ecommerce application is used by VisionTech clients/customer to buy products online.
And the service are completed in time by the field engineer, the customer as provides the
separate login which they can login and they can order the problem through compliant,
and the compliant is go through by the manager and assign the job to the field engineer.
The field engineers see the reports and update the compliant before going to the
field work. And after the completion of the service within the time and field engineer
update status of the compliant as completed.Once the compliant is complete the manager see the report if the status is
completed, then compliant is delete by the manager. The manager only has the rights to
delete the compliant.
The admin has the rights to get contracts with the company and bond is signed
for the years to provide service. Admin has also had the rights to delete the account
creation, and admin can only create the account for manger .field engineer and customer
to login into the VisionTech help desk. Admin can edit the user account and to delete the
login account. The customer can provide the update service of the profile of the
customer who has requested for update profile. Those who have forgot the password and
ask for the password ,and the password is mailed to the e-mail id of the customer.
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System Requirements Specification
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System Requirements Specification
2.1 Objective:
The main objective of this project is to design, develop and
implements the Helpdesk procurement system that would allow their business users
to register the services. The work will be assigned to the field engineers. This
system will provide information to the users, field engineers and administrator.
2.2 Purpose:
This System delivers the reports to the field engineer. Reports are generated
based on the dynamic business requirements and it also facilitates users to keep
track of their service. Manager can assign a job to field engineer and the field
engineer must completed the job with in the time and should update the workoder
list.
2.3 Scope:
The scope of the project is to design, develop and implement VisionTech
Helpdesk Procurement system for customer, which provides the solution for
Hardware and Software problems.
2.4 Overview:
The VisionTech helpdesk procurement system is an web portal that
provides services to the customers of VisionTech. The customer can login and enter
the details of product that has been sold by the VisionTech group of companies. This
portal has three main modules
Authentication
Administration
Work Order Management
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Authentication module has different authentication based on the
Users, field engineers, admin . Authentication provides user-based login and the
interface has been given based on the type of user.
Administration in VisionTech helpdesk procurement system provides
the features to manager who can assign jobs to the field engineers and can view the
reports of the various services provided to the users. Administration has additional
features of closing the logs that has been created and keeps track of the activities
done by various field engineers.
Work Order Management module gives the reports and analysis to the
manager. Manager can do management of assigned jobs and keep track of the
users, who have to be serviced. This module provides the management of the tasks
allotted to various field engineers.
2.5 Functional requirements:
Some of the key functional requirements of the proposed systems are outlined
below:
To provide services to the user
To meet the querying, reporting and servicing the requirements for
customers and system handlers of the help desk.
To facilitate effective decision making by allocating work flow management
to the particular field engineers.
To discover the trends and potential opportunities in supporting the client
requirements.
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2.7 Software Interface:
Name of the Soft ware Version
Operating System Windows 2000
Database Server MySql 5.0
Web Server Jakarta Tomcat 5.0
Programming Language Java 1.5.0
2.8 Hardware Interface:
Client:
Name of the Hard ware Capacity/Size
Processor Intel Pentium-1V (1.80 GHz)
Hard disk 10 GB
RAM 256 MB
Server:
Name of the Hard ware Capacity/Size
Processor Intel Pentium-1V (1.80 GHz)
Hard disk 10 GB
RAM 256 MB
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Literature Survey
3.1 Tools & Technologies Used:
3.1.1Java Servlets:
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Servlets are the Java platform technology of choice for extending and enhancing
Web servers. Servlets provide a component-based, platform-independent method for
building Web-based applications, without the performance limitations of CGI programs.
And unlike proprietary server extension mechanisms (such as the Netscape Server API
or Apache modules), Servlets are server and platform-independent. This leaves us free to
select a "best of breed" strategy for our servers, platforms, and tools.
Servlets have access to the entire family of Java APIs, including the JDBC API
to access enterprise databases. Servlets can also access a library of HTTP-specific calls
and receive all the benefits of the mature Java language, including portability,
performance, reusability, and crash protection. Today Servlets are a popular choice for
building interactive Web applications. Third-party Servlets containers are available for
Apache Web Server, Microsoft IIS, and others. Servlet containers are usually a
component of Web and application servers, such as BEA WebLogic Application Server,
IBM WebSphere, Sun Java System Web Server, Sun Java System Application Server,
and others.
A Servlet is a web component, managed by a container that generates dynamic
content. Servlets are small, platform independent Java classes compiled to an
architecture neutral byte code that can be loaded dynamically into and run by a web
server. Servlets interact with web clients via a request response paradigm implementedby the Servlet container. This request-response model is based on the behavior of the
Hyper text Transfer Protocol (HTTP).
The Servlet container, in conjunction with a web server or application server,
provides the network services over which requests and responses are set, decodes MIME
based requests, and formats MIME based responses. A Servlet container also contains
and manages Servlets through their lifecycle. A Servlet container can either be built into
a host web server or installed as an add-on component to a Web Server via that servers
native extension API. Servlet Containers can also be built into or possibly installed into
web-enabled Application Servers. All Servlet containers must support HTTP as a
protocol for requests and responses, but may also support other request / response based
protocols such as HTTPS (HTTP over SSL). The minimum required version of the
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HTTP specification that a container must implement is HTTP/1.0. It is strongly
suggested that containers implement the HTTP/1.1 specification as well.
A Servlet Container may place security restrictions on the environment that a
Servlet can executed In a Java 2 Platform Standard Edition 1.2 (J2SE) or Java 2
Platform Enterprise Edition 1.3 (J2EE) environment, these restrictions should be placed
using the permission architecture defined by Java 2 Platform. For example, high end
application servers may limit certain action, such as the creation of a Thread object, to
insure that other components of the container are not negatively impacted.
3.1.2 Java Server Pages
Java Server Pages is a technology that allows Web pages to be created
dynamically from the Web Server so that the page content can be varied according to
circumstances.
This can be used, for instance, to provide custom pages according to the identity
of the user, the type of web browser they are using, information they have provided or
selections they have made.
JSP documents are written in plain text and have a .jsp file extension. They use
tags, like those in HTML or XML, to denote JSP elements.
A JSP element is used to dynamically insert content into a page. It can be used
for many purposes, such as getting information from a database or retrieving user
preferences.
JSP elements can contain scriptlets, written in Java programming language, to
provide the logic to determine which content should be generated for a Web page.
Alternatively the logic can reside in a server-based resource, such as a Java Bean
component, that can be accessed by a JSP tag to generate the content of a page.The separation of logic from other content is a particularly appealing feature of
JSP as it makes page maintenance simpler.
Like the Java Servlet technology from which it is derived, Java Server Pages is
completely platform-independent so requires no modifications to run on any platform. It
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shares the Write Once, Run Anywhere philosophy that is common to all Java
technologies.
Java Server Pages is an important part of Suns Java 2 Enterprise Edition
Platform that provides a highly scalable architecture for enterprise applications.
Advantages of JSP:
* Write Once, Run Anywhere properties
* Separation of dynamic and static content
* Support for Scripting and Actions
* Splitting up Presentation and Implementation
Java Server Pages technology is the Java technology in the J2EE platform
for building applications containing dynamic Web content such as HTML, DHTML,
XHTML and XML. The Java Server Pages technology enables the authoring of Web
pages that create dynamic content easily but with maximum power and flexibility.
The Java Server Pages technology provides a textual description for the creation
of a response from a request.
Template Data
Substantial portions of dynamic content are actually fixed. The JSP technology
allow for the natural manipulation of this data.
Addition of Dynamic Data
The JSP technology allows the addition of dynamic data to the template data in a
way that is simple yet powerful.
Encapsulation of Functionality
The JSP technology provides two related mechanisms for the encapsulation of
functionality: the standard Java Beans component architecture and the tag library
mechanism.
Good Tool Support
The JSP technology has features that enable the creation of good authoring tools.
The result is a flexible and powerful server-side technology.
Benefits of JSP
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Write Once, Run Anywhere properties
The Java Server Pages technology is platform independent, both in its dynamic
Web pages, Web servers, and its underlying server components. You can author JSP
pages on any platform, run them on any Web server or Web enabled application server,
and access them from any Web browser.
High quality tool support
The Write Once, Run Anywhere properties of JSP allows the user to choose
best-of-breedtools. Additionally, an explicit goal of the Java Server Pages design is to
enable the creation of high quality portable tools.
Separation of Roles
JSP supports the separation of roles: developers write components that interact
with server-side objects.
Reuse of components and tag libraries
The Java Server Pages technology emphasizes the use of reusable components
such as Java Beans components, Enterprise Java Beans components and tag
libraries.
Separation of dynamic and static content
The Java Server Pages technology enables the separation of static content from
dynamic content that is inserted into the static template.
Support for scripting and actions
The Java Server Pages technology supports scripting elements as well as
actions. Actions permit the encapsulation of useful functionality in a convenient
form that can also be
3.1.3 Tomcat
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The Tomcat server is a Java based Web Application container that was created to
run Servlets and Java Server Pages (JSP) in Web applications. Tomcat is the Servlet
container that is used in the official Reference Implementation for the Java Servlet and
Java Server Pages technologies. Tomcat is developed in an open and participatory
environment and released under the Apache Software License. Tomcat is intended to be
a collaboration of the best-of-breed developers from around the world. Tomcat 5
implements the Servlet 2.4 and Java Server Pages 2.0 specifications from the Java
Community Process, and includes many additional features that make it a useful
platform for developing and deploying web applications and web services.
3.1.4 MySQL
The MySQL database server is probably the world's most popular open source
database software, with more than five million active installations as of September 2004.
The database server software from MySQL is available under a "dual licensing"
model. Under this model, users may choose to use MySQL products under the free
software/open source GNU General Public License (commonly known as the "GPL") or
under a commercial license.
Viewing tip
You may find it useful to open another copy of this lesson in a separate browser
window. That will make it easier for you to scroll back and forth among the different
listings and figures while you are reading about them.
3.1.5 JAVASCRIPT
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JavaScript is a script-based programming language that was developed by
Netscape Communication Corporation. JavaScript was originally called Live Script and
renamed as JavaScript to indicate its relationship with Java. JavaScript supports the
development of both client and server components of Web-based applications. On the
client side, it can be used to write programs that are executed by a Web browser within
the context of a Web page. On the server side, it can be used to write Web server
programs that can process information submitted by a Web browser and then updates the
browsers display accordinglyEven though JavaScript supports both client and server
Web programming, we prefer JavaScript at Client side programming since most of the
browsers supports it. JavaScript is almost as easy to learn as HTML, and JavaScript
statements can be included in HTML documents by enclosing the statements between a
pair of scripting tags
...
JavaScript statements
Here are a few things we can do with JavaScript :
Validate the contents of a form and make calculations.
Add scrolling or changing messages to the Browsers status line.
Animate images or rotate images that change when we move the mouse
over them.
Detect the browser in use and display different content for different
browsers.
Detect installed plug-ins and notify the user if a plug-in is required.
We can do much more with JavaScript, including creating entire application.
J a v a S c r i p t V s J a v a
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JavaScript and Java are entirely different languages. A few of the most glaring
differences are:
Java applets are generally displayed in a box within the web document;
JavaScript can affect any part of the Web document itself.
While JavaScript is best suited to simple applications and adding
interactive features to Web pages; Java can be used for incredibly
complex applications.
There are many other differences but the important thing to remember is that JavaScript
and Java are separate languages. They are both useful for different things; in fact they
can be used together to combine their advantages.
A D V A N T A G E S
JavaScript can be used for Sever-side and Client-side scripting.
It is more flexible than VBScript.
JavaScript is the default scripting languages at Client-side since all the
browsers supports it.
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System Analysis
4.1 Requirement Analysis
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The project required a online system that provides facility to the user,
admin, manager, field engineer. Etc. The client request satisfactions are achieved
through the features of the MVC architecture and that responded using Servlet in
j2ee technology. MySQL database server is one of the most popular and high
performance databases providing good security. Since Windows NT operating
system can support Database-based, it has been chosen as the backend to work on.
4.2.2 Operational feasibility
This project is a generic solution, which will be used by technical
users, who are proficient in the use of computers. No training has to be given to
these people as they are very competent and knowledgeable in computers.
After the feasibility study it was found that the project development
was feasible in all ways i.e., technically, economically and operationally.
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System Design
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5.1 System Architecture:
Model-View-Controller (MVC) Architecture
Model-View-Controller (MVC) Architecture:
Model-View-Controller architecture is all about dividing application components into
three different categories Model, View and the Controller. Components of the MVC
architecture have unique responsibility and each component is independent of the other
component. Changes in one component will have no or less impact on other component.
Responsibilities of the components are:
Model: Model is responsible for providing the data from the database and saving the
data into the data store. All the business logic are implemented in the Model. Data
entered by the user through View are check in the model before saving into the database.
Data access, Data validation and the data saving logic are part of Model.
View: View represents the user view of the application and is responsible for taking the
input from the user, dispatching the request to the controller and then receiving response
from the controller and displaying the result to the user. HTML, JSPs, Custom Tag
Libraries and Resources files are the part of view component.
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Controller: Controller is intermediary between Model and View. Controller is
responsible for receiving the request from client. Once request is received from client it
executes the appropriate business logic from the Model and then produces the output to
the user using the View component. ActionServlet, Action, ActionForm are the part of
Controller.
5.2 Application Architecture:
The business tier is the model, the presentation tier is view and the controller tier
is the control of the application, which is based on the MVC Architecture. The request
from the client is first sent to the web container, where the Servlets sends the request to
the business delegates, which may be of plain java or ejbs. That will create an
connection using Dao to access to EIS
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5.3 Database Design
5.3.1 TABLES DESIGN
Table Name: adminlogin
Field Type Data Type Size
Username Char 15
Password Char 15
Table Name: account
Field Type Data Type Size
Clientid(pk) Int 11
Companyname Char 70
Website Char 30
location1name Char 15location1street Char 15
location1city Char 15
location1state Char 15
location1zip Char 10
location1phone Char 12
location1fax Char 10
location2name Char 15
location2street Char 15
location2city Char 15
location2state Char 15
location2zip Char 10location2phone Char 12
location2fax Char 10
Servicecontract Char 15
Startdate Char 15
Durationyears Char 3
Contractdetails Char 70
Terminationdate Char 15
Terminationreason Char 50
Table Name: user
Field Type Data Type Size
Userid(pk) Char 10
Type Char 15
Username Char 15
Password Char 15
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Conformpassword Char 15
Firstname Char 15
Middlename Char 15
Lastname Char 10
Phone Char 11
Fax Char 10Email Char 20
Jobtitle Char 25
Department Char 20
Companyname Char 30
Location Char 20
Address Char 70
Gender Char 8
Table Name: workorder
Field Type Data Type Size
Workorderid(pk) Char 10
Date Char 40
Typeofproblem Char 40
Otherproblem Char 35
Descriptionofproblem Char 120
Priority Char 25
Status Char 20
Userid Char 10
Table Name: technication
Field Type Data Type Size
Workorderid(FK) Char 10
Userid Char 8
Table Name: updatecustomer
Field Type Data Type Size
Userid Char 10
Firstname Char 15
Middlename Char 15
Lastname Char 10
Phone Char 11
Fax Char 10
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Email Char 20
Jobtitle Char 25
Department Char 20
Address Char 70
Table Name: pass
Field Type Data Type Size
Passed char 10
Email Char 30
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E-R Diagram
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Dataflow Diagram
7. Admin D.F.D.(Data Flow Diagram)
1. Admin login
Admin login table
Insert into
Account
table
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Admin
Login
Account
creation
Account
deletion
AdminModule
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User
table
Insert into
Updatecustomer
table
Pass table
2. Customer login
User table insert into
Updatecustomer
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Status
reports
Adding Customer,
manager, field engineer
creation info
Update creation
info
Deletin ccount
Update user
request
Forgot password
re uest
Custome
r Login
User
module
Update user
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Workorder table
Insert into
Request
3.Manager module
User table
request
Workorder
table
Techinication
table
Insert into
4. Field engineer
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Create
complaint
Show status of
compliant reports
manager
Login
Manager
module
Show workorder
reports
Delete complient
status is completed
Assign workorder
to field engineer
Field engineer
Login
Show workorder
reportsUpdate workorder
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User table
Workorder
request
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Field
engineer
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System Testing
8.1 OBJECTIVE OFTESTING
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Software testing is a process of analyzing or operating software for the purpose of
finding bugs. Test activities that are associated with analyzing the products of software
development include code inspections, walkthroughs, and desk checks.
8.2 UNIT TESTING
Unit testing involves test planning, test case development and measurement of test unit
against the requirement specifications.
Planning involves designing the schedule, determining the resources required and
determining the features to be tested. Test case development involves designing test
cases that are to be tested; the test cases are prepared so as to test the system
exhaustively to find the bugs present in the system. Measurement of test unit against
specification involves testing the system by giving the test cases as input and checking
the systems adherence to its specification.
The following features were tested:
Test to see if the requirements specified in the SRS are taken care of.
Test to see if all the inputs are handled effectively.
Test the system by traversing all paths to discover any surprises.Check if the errors and exceptions have been handled properly.
See if the validations of input data are all taken care off.
Test cases were designed to check the results retrieved from the database and the
validation of all user inputs. All the modules were tested thoroughly. The module
interface was also tested to ensure that information flows into and out of the program
units.
8.3 INTEGRATION TESTING
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This testing is performed after all individual modules are developed and ready for the
integration. The objective of this testing is to build a program structure as dictated in the
design by taking unit tested modules. Top down testing strategy was followed for each
case. Top down integration is an incremental approach to the construction of program
structure. Modules are integrated by moving downward through the control hierarchy,
beginning with the main module. Modules subordinate to the main module are
incorporated into the structure in depth first manner. In this way, interfacing between the
various modules was also thoroughly tested. In this System, the integration testing is
done by checking all possible workflows of the analysis and cleaning process.
8.4 SYSTEM TESTING
System Testing is a series of test, which have to be performed to fully exercise the
computer-based system. It ensures that all the system elements are fully integrated and
each element performs its allocated function.
8.5 PERFORMANCE TESTING
Performance testing is done to test run-time performance of the software within context
of an integrated system. For real time systems, adherence to performance requirements
is a must. It determines the amount of execution time spent in various units, program
throughput and response time. This system being highly user-interactive and capable of
executing large volume of data was expected to have a small response time
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Screen Shots
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Admin login: page
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Forgot password: page
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Help page:
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Admin login page
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Admin home page
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New account creation page:
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Customer, Manager, Field Engineer creation page.
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Admin user creation Success page.
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Modify user page
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Edited user based on userid page.
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User delete page
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Delete account page.
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Update customer request page.
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Forgot password page
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Logout button click
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Logout successfully page.
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Manager login page
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Manager home page.
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Manager reports page.
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Manager assign Techinication page
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Job is successfully assigned page.
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Manager delete order page.
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Manager Logout click page
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Manager Logout successfully page.
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Field engineer login page.
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Field engineer home page.
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Field engineer reports.
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Field engineer update workorder.
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Update workorder.
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Field engineer click logout page.
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Field engineer logout successfully.
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Customer home page.
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Customer workorder page.
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Customer compliant success order id page.
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Update customer profile page.
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Update profile success page.
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Customer search complient page.
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Customer shows all compliant page.
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Customer logout click page.
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Customer logout successful page.
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Conclusion
10. Conclusion
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This Project was successfully completed as per the requirements specified
by the client within the specified time. The project has been deployed and the various
testing has been done. The Authentication, Administration and work order management
has been completed.
10.1 Benefits:
The following are the benefits that are listed below
It provides user friendly interface to allow the users to call a log to the
helpdesk through this system
The manager has features of scheduling the work orders and the tasks
allotted to the field engineer.
10.2 Limitations:
Although the developed system has benefits it also has some limitations as stated below,
The manager has to look after the work order and assign the corresponding job to
the field engineer. If manager is not able to facilitate the work order the user will not be
availing the service from the helpdesk.
10.3 Enhancements:
The future enhancement of this project is to allocate the work order to the
field engineer without the intervention of admin. This will have some complexity for the
work order management and scheduling the jobs to the corresponding field engineers.
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Bibliography
11. Bibliography
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11.1 Books:
1. Head first Servlet & Jsp, OReilly.
2.java server programming Subramanian Allamaraju & cedric buest
2. Herbert Schildt, the Complete Reference
Tata McGraw-Hill Publishing Company Limited, New Delhi
Java 2 Fifth Edition.
3. Richard Fairely, Software Engineering, Tata McGraw-Hill Publication
Fourth Edition.
11.2 Web:
1. www.java.sun.com2 www.google.com
3. www.javascript-2.com
4. www.w3schools.com
5. www.javaperformancetuning.com
http://www.java.sun.com/http://www.google.com/http://www.javascript-2.com/http://www.w3schools.com/http://www.java.sun.com/http://www.google.com/http://www.javascript-2.com/http://www.w3schools.com/Recommended