Help Desk System

Yeow, Sian Li (2004) Help Desk System. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

The purpose of this project is to develop a help desk system in helping the organization effectively communicate, organize, track and report issues. This help desk system track the problems that users having and provide support to the user have purchased a particular product. The problems were identified during research some existing systems. The problems include no automatically task assignment; the problems are not recorded as reference for future use and can not log complaints via the provided website. The users can use the system to identifY problems and ask for assistance. They can also identify and solve their own problems refer to the information provided at the website. With the help desk system, the burden of the administrator could be Jessen, since the system will auto generate and assign the job by sending email to the technicians of the center. Users can log complaints or find solution via the system. The problems of the customers are recorded for the future references. This model has been developed using the waterfall model of SDLC methodology and the notation used during the requirement analysis is Unified Modeling Language (UML). This system consists of six major modules, System administration module, Solution mapping module, Send email module, Report Generating module, Add New User module and Change Password module. ASP.NET, Oracle database and Crystal Report 9.0 were used to develop the system. Lastly, this system is hoped to be able to benefits the users.

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