fault logger v1.1
DESCRIPTION
FAULT LOGGER is a fully automated web based Software Application, Written in PHP to assist in providing fast, accurate resolution of customer problems at Wilnet Communications. It is used to track the detection, reporting, and resolution of problem from customers.TRANSCRIPT
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Project Presentation On
Developed at
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Project Definition
The project, which we developed is, "FAULT LOGGER using PHP ( PHP: Hypertext Preprocessor) as a front end and MySql server as back end.
WILNET receives complaints from its clients. These complaints are handled, maintained and solved by our Software Application. It can be used to submit tickets and get the solution of it on the server without mailing to Technician. It is a platform to maintain tickets which doesnt require mailing task.
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What is FAULT LOGGER?
FAULT LOGGER is a fully automated web based SoftwareApplication, Written in PHP to assist in providing fast, accurateresolution of customer problems at Wilnet Communications. Itis used to track the detection, reporting, and resolution ofproblem from customers.
This Web-based interface enables Users of Wilnet to submitcustomers problem requests electronically. When a ticket issubmitted, automatically it is assigned to a relevant Technician.Later, Admin can change Technician and assign a ticket toanother one.
Admin has all the rights to see and modify structure of projectwithout making a call to developer. He can track and judge theperformance of this system.
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User
FAULT LOGGER
Create a ticket
describing the problem
& submit
2
Technician
Assign the ticket to the best-suited technician
3
Analyze problem details
4
Submit Solution for the Problem
5
Post the solution to the user
6
View techs responses
7
Send Reply/Feedback for the solution from technician
8
Post replies & feedbacks from
user to technician
10
If problem is 100% solved,
Close it.
9
Customer Inform user about the Problem
1
Provide Solution to the client
11
Life Cycle
of a ticket
in FAULT
LOGGER
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What does FAULT LOGGER offer?
Basically, this application helps reduce customer hold times forsupport calls. It provides a simple, easy to use interface for
managing and tracking technical support problems.
The best part of the FAULT LOGGER is what it allows one to dofor ones own office's organization. In addition to handlingcommunications efficiently, it also allows to manage internalworkflow.
With the FAULT LOGGER, a work request will never bemisplaced because it will remain in system for as long as theadmin needs. admin can easily view "pending" tickets -incomplete work requests.
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What does FAULT LOGGER offer? Continued....
In addition, an admin will also be able to track the efficiency of his or her employees by viewing their ticket and the time it takes to resolve them.
Developed in PHP and MySQL, Fault logger allows to setup unlimited users, tickets, categories of problems and technicians, categorize tickets, prioritize tickets, assign technicians to specific categories and much more.
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Project Objectives
Basically there are three modules in FAULT LOGGER :
1. User Module 2. Technician Module 3. Admin Module.
USER MODULE :
This module lets user create a new ticket By entering all the information about the ticket, View already existing tickets submitted by him, View solved tickets, View problem details.
User can edit ticket, customer information and his personal information. User can also send reply and feedback to Technician. Whenever he gives 100% as value of feedback , ticket gets closed.
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TECHNICIAN MODULE :
This module provides facility to give a solution for tickets touser. He can have counts and links for Unanswered, On Holdand Closed ticket, can directly go for a particular type of ticket.
He can view tickets assigned to him, View replies sent fromuser, problem details, view feedback sent from user, edit profile.
Once the ticket gets closed, he dont need to take care of it.
ADMIN MODULE :
This module provides all the facilities to admin, whatever thedeveloper can do. Admin can see all the Registered Users,Registered Technicians and Submitted Tickets. He can viewprofile of Users and Technicians.
He has right to delete User, Technician and a Ticket. He canchange Technician for a particular ticket. Category is thespecification of type of the problem solved by a particularTechnician. Admin can view all the categories and also addcategory.
Admin can view list of already existing Admins, add anotheradmin, can change the password after he has been made asAdmin by another Admin for a security purpose.
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Platform & Tools Used
Platform :
Linux, Windows 9X
Tool :
PHP (Hypertext Preprocessor)
A PHP compatible Web server ( Apache or Internet
Information Server (IIS) or Personal Web Server)
A relational database system MySql Server
Designing and Coding tool Dreamweaver
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Hardware Requirements
Standard Pentium series processor
Minimum 64MB RAM (Recommended 128 MB)
HDD with 5400 rpm or more
Software Requirements
Operating system: Win9x, Win2000, Win2000Xp, Linux
Web Scripting Language PHP (PHP: Hypertext Preprocessor)
A PHP-compatible Web server such as Personal Web Server or Internet Information Server (IIS) or Apache HTTP Server
A relational database system ( MySql Server)
A Web browser such as IE, Mozilla and so on
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Project Schedule
Activity Charts
Month 1 :
Work Tasks Week1 Week2 Week3 Week4
A). Requirement Analysis
Study of Project Requirements and Identical systems
B). Learning
Installation and Configuration ofPHP and Apache Server
Learning Tools andTechnology required todevelop proposed system.
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Activity Charts Continued
Month 2 :
Work Tasks Week5 Week6 Week7 Week8
C) System Design
DFD Development
Design of
application
D) System Coding
Creation of database for User module
Coding for pages
in User module
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Activity Charts Continued
Month 3 :
Work Tasks Week9 Week10 Week11 Week12
D) System Coding
Creation of database for Technician
module
Coding for pages
in Technician module
Creation of database for Admin
module
Coding for pages
in Admin module
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Activity Charts Continued
Month 4 :
Work Tasks Week13 Week14 Week15 Week16
D) System Coding
Coding for Exceptions and Error
Handling.
E) Debugging and Testing .
F) Documentation
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System Design
Context Level DFD :
Technician
AdminCheck For
Validity
Check For
Validity
Check For
Validity
Submit Solutions,
View Responses &
Feedback Sent By
User
Create, View,
Edit TicketsUser
user_master
ID
Password
ID
ID
Password
Password
technician_
master
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First Level DFD :
user_master
AdminCheck For
Validity
ID
Password
Invalid ID/Password
TechnicianCheck For
Validity
Check For
ValidityUserID
ID
Password
Password
Invalid ID/Password
Create, View,
Edit Tickets
Submit Solutions,
View Responses &
Feedback Sent By
User
Invalid ID/Password
technician_
master
ticket_
master
View User profile,
Users Submitted
tickets
ticket_
master
ticket_
master
View Technician
profile, Assigned
tickets
admin_master
Valid ID/Password
Valid ID/Password
Valid ID/
Password
Valid ID/
Password
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Second Level DFD for User Module :
user_masterCheck For
ValidityUser
ID
Password
Invalid ID/Password
Valid ID/Password
Edit ProfileView
Solutions
Send
Message to
Technician
Edit
Customer
Information
Create, View
& Edit Tickets
ticket_master techbox
New User
Fills Up
Registration
Information
empbox
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Second Level DFD for Technician Module :
technician_
master
Check For
ValidityTechnicianID
Password
Invalid ID/Password
Valid ID/Password
Edit Profile
View
Responses
Sent By User
View
Feedback
Sent By User
View All
Tickets, View
By Status
Submit
Solutions
ticket_master techbox
New Technician
Fills Up
Registration
Information
empbox
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Second Level DFD for Admin Module :
admin_masterCheck For
ValidityAdminID
Password
Invalid ID/Password
Valid ID/Password
View/Add
Category
Change
Technician
View All
Tickets, View
By Status
View
Technician
Data
View user
Data
ticket_master categories
user_master
Change
Password
Add New
Admin
View
Technician
Profile
View
Technicians
Assigned
Tickets
View users
Submitted
Tickets
View user
Profile
technician_
masterticket_master
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User Manual and Screen Layouts
Home Page :Gives facility of registration for new User & new Technician & also facility of login for User, Technician & Admin .
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USER MODULE :Create Ticket Page : Gives facility to create ticket.
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USER MODULE :
This is a View tickets page, through which, User can see ticketssubmitted by him. It provides all the info. about ticket, User can editticket also.
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USER MODULE :
Response From Technician Page : Gives facility to view solution.
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USER MODULE :
View Sent Responses : Gives facility to see sent responses for solutionprovided by Technician for a particular Ticket.
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USER MODULE :
Edit Ticket Page : Gives facility to edit ticket.
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USER MODULE :
Edit User Info Page : Gives facility to User to Edit Profile.
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TECHNICIAN MODULE :
View Technicians assigned tickets Page : Gives facility to View all assigned tickets and info of these tickets.
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TECHNICIAN MODULE :
Problem Detail Page : Gives facility to View Problem Detail.
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TECHNICIAN MODULE :
Give Solution Page : Gives facility to Technician to submit solution for assigned tickets.
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TECHNICIAN MODULE :
User Responses Page : Gives facility to view responses sent by Userfor assigned tickets.
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TECHNICIAN MODULE :
Customer Detail Page : Gives facility to view Customers ContactInformation.
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ADMIN MODULE :
User Profile Page : Provides facility to View User profile.
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ADMIN MODULE :
This page provides facility to View Technicians assigned ticket count, link for a search by status, all the information about ticket, problemdetail, customer info etc.
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ADMIN MODULE :
This page provides facility to delete User. It displays all the registeredUsers in the system. Before deleting, it confirms to delete by promptingto Admin
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ADMIN MODULE :
This page provides facility to View all tickets in the system, jump menuto search by status, all the information about ticket, problemdetail, customer info etc.
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ADMIN MODULE :
This page provides facility to View all tickets communication sent byTechnician.
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ADMIN MODULE :
This page provides facility to change Technician for a particular Ticket.By clicking view button, the new window having a list of names & idsof Technicians for a particular category is come up. So Admin can selectTechnician
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ADMIN MODULE :
This page provides facility to delete Ticket. It displays all the registeredTickets in the system. Before deleting, it confirms to delete by promptingto Admin
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ADMIN MODULE :
This page provides facility to view categories.
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ADMIN MODULE :
This page provides facility to add new category.
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ADMIN MODULE :
This page provides facility to add Admin. Only Admin can addanother one.
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ADMIN MODULE :
This page provides facility to change password.
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Limitations
In Admin Module, Admin cant access certain features whichare provided to user, like Create a new ticket, Edit customerinfo, Edit user info etc. For accessing these features he has to
login as a user.
In Admin Module, Admin cant access certain features whichare provided to technician, like Give solution, Edit technicianinfo etc. For accessing these features he has to login as atechnician.
Ticket id is not reusable.
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Enhancements
In Technician Module, feature of creating a ticket by Technician can be added.
In Technician Module, code can be expanded so that Technician can solve problems for more than one category.
In User Module, User can have the address book of Customers name.
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Thank you