Help Desk Technology

Abstract

Helpdesk Technology is customer care management system. Helpdesk Technology is called as E-desk or Help Desk System. It is so called as Help Desk System because it tries to solve all the HD (helpdesk) problems, which are coming from the users of Helpdesk. Helpdesk will take care of every request coming from their users and try to solve and produce the solution of the particular request.Helpdesk also will store the responses for the future use.

Helpdesk contains six main members who play very important role in this Help Desk System. They include super user, level1 administrator, level2 administrator, level3 administrator, corporate client user and corporate user (or end-user).

Super user is the chief head of the organization that assigns first level, second level, and third level administrators. The super user is responsible for all the three level administrators including the corporate clients. The Super user is the sole person who is responsible for creating categories, modules and the support team.

                   Super user creates new categories only if HD problems don’t belong to those categories present in Helpdesk and similarly with the creation of modules. When the super user creates new categories and modules he will label these categories and modules as levels and appoint one administrator for each of them. When the super user gets the HD problem as request he can modify the request or can answer it by sending solution to the level3 or the support team who is responsible for messaging the response or the solution to the end-user (corporate user).

                 Corporate client is the one who buys Helpdesk product for his business purpose. He can create corporate users for his product. Corporate user is the one who has to register himself to the corporate client before he submits the HD problems to the super user and corporate user is the actual end-user of the product or service.

                Corporate user will register to the corporate client and corporate client sends all the registration details to the super user, and after the registration the end-user will submit the HD problems to the super user. When the super user gets the HD problems he will check the details of the end-user and send the responses to the support team who will message the responses to the corporate users.

                     HelpdeskTechnology is very useful for the corporate clients who want their business to extend world wide i.e., by keeping contact and good relation with the corporate users who buy their products. The corporate clients who buy Helpdesk for their business can know what are the various problems of their product which are coming from their users so that they improve their products to the user needs. Any user who knows a little about of the computer can handle Helpdesk Technology.

3.1 Existing System                                                    

                   This project mainly deals with automating the task of the  E- care system that helps many end-users to know the solutions for their request within no time. Helpdesk Technology can be done manually but there may be problems that have to be faced so to overcome such problems we need to automate the Help Desk System.

                           If the system is maintaining the list of all the details of corporate users and corporate clients manually it will take a lot of time to retrieve even single information such as retrieving or deleting single information becomes very difficult task.

 

The updations for the list such as creating a new creating new end-user details or creating new corporate client details and including the details of the categories and the modules that are created newly by the super user becomes very difficult manually. Once all information is provided manually it become quit difficult for updating the records with new information manually, so we automate the system to overcome all such difficulties.

Helpdesk Technologywhich is developed manually, is the existing system. This system generates and delivers the services to the end-users, which depends on the response provided by the support team who actually message the responses to the corporate users for their requests.

                             By manually the Help Desk System will face difficulties while updations and it is time consuming and leads more errors. Helpdesk automates the tedious job of maintaining the corporate user details or corporate client details and manages the updations and see that the responses are sent to the corporate user as soon as possible. It includes main members like:

Ø  Super user

Ø  Corporate client

Ø  Corporate user

Ø  Level1 administrator

Ø  Level2 administrator

Ø  Level3 administrator or support team.

                             Super user will manage the entire organization that includes corporate clients, corporate users, and level administrators and also he can create the new categories and also modules.

3.2 Problem Statement

                         

                                                              This project mainly deals with automating the task of the Helpdesk system that helps many end-users to know the solutions for their request within no time.Helpdesk can be done manually but there may be problems that have to be faced so to overcome such problems We need to automate the Help Desk System.

                        If the system is maintaining the list of all the details of   corporate users and corporate clients manually it will take a lot of time to retrieve even single information such as retrieving or deleting single information becomes very difficult task.

                                    The updations for the list such as creating a new creating new end-user details or creating new corporate client details and including the details of the categories and the modules that are created newly by the super user becomes very difficult manually. Once all information is provided manually it become quit difficult for updating the records with new information manually, so we automate the system to overcome all such difficulties.

   

Helpdesk, which is developed manually, is the existing system. This system generates and delivers the services to the end-users, which depends on the response provided by the support team who actually message the responses to the corporate users for their requests.

                        By manually the Help Desk System will face difficulties while updations and it is time consuming and leads more errors.Helpdesk automates the tedious job of maintaining the corporate user details or corporate client details and manages the updations and see that the responses are sent to the corporate user as soon as possible. It includes main members like:

Ø  Super user

Ø  Corporate client

Ø  Corporate user

Ø  Level1 administrator

Ø  Level2 administrator

Ø  Level3 administrator or support team.

                             Super user will manage the entire organization that includes corporate clients, corporate users, and level administrators and also he can create the new categories and also the modules.

                           Proposed systems are those that are automated, so that it is easy to retrieve the responses from the system fastly and updating the details once the response or services are provided to the end-users upon their request without any difficulty and saves time.

Help desk system is a customer care management system. The following are the modules related to Help desk system  are as follows: -

Ø  User module

Ø  Super User module

Ø  Administration module

User Module

In this module user can register themselves to the Helpdesk Technology if they are new users, otherwise they can login directly and can then post their queries to Helpdesk or e-desk. First user has to register with corporate client. In order to send request the end-user has to login and the login details are stored in the database maintained by Helpdesk system.  Database checks the details of the user, if he is valid then allows the user to access the help desk system.

Super User module 

                                   In this module Super user is the chief head of the Organization who assigns 1^st level and 3^rd level administrators. The super user is responsible for all the three levels administrators including the corporate clients. The super user is the sole person who is responsible for creating categories, modules and support team.

                                   Super User will take all the registration details of the Corporate Users so as to check with the queries which in turn consist of the query and also the userid.

                                   Super user  has the right to remove any level  or add any level and also responsible for creating modules and categories .

Administration module

                                   Depending upon categories and modules created by super user the three levels are allotted. They are three types of administrator:

                                   Level 1 Administrator: the first level administrator is the one who can add HD problems to a category created by the super user.

Level 2 Administrators: The second level administrator is the one who can add HD problems to the modules.

Level 3 Administrators: The third level administrator is a member of the support team who provides services to the

Corporate clients and corporate users.

            Corporate Client user: A corporate client user is the one who buys e-desk products. He can create corporate users for his product.

Corporate User: Corporate user is the one who registers himself with the corporate client and who is the actual end-user of the product/service.

The product features are as follows:

Ø  Create & maintain levels

Ø  Create & maintain categories

Ø  Create & maintain administrators

Ø  Create sub category

Ø  Create support team

Ø  Assign 1^st level administrator to a category

Ø  Assign 2^nd level administrator to a sub category

Ø  Assign 3rd level members to support team

Ø  Create corporate client

Ø  Activate or inactivate all e-desk members

Ø  Check for HD problems submissions

Ø  Check solutions in repository

Ø  Scheduling of tasks.

HARDWARE AND SOFTWARE REQUIREMENTS

Hard ware Specification:

Processor                                 :           Intel P-III based system

Processor Speed                      :           250 MHz to 833MHz

RAM                                       :           64MB to 256MB

Hard Disk                               :           2GB to 30GB

Key Board                              :           104 keys

Software Specification:

Language                                :           JDK 1.2

Database                                 :           SQL

Operating System                   :           WindowsNT/95/98/2000

Govt Scheme Management System

       

Most of the schemes introduced by the Government go into dustbin just because the officials who implement the schemes could not make them available to suitable people. So there is a secured and transparent system needed which enable an ordinary person to directly apply for a scheme and track the status from time to time and know whether he is entitled to receive the fruit or his application is rejected by the officials. In any case, the applicant should be able to know the reason for rejection openly. This catches trust in the Government from the people and avoids mis-utilization of funds.

Government Scheme Management System is a software application to automate the process for utilization of various schemes provided by government for various panchayats. Government Scheme Management System Software takes care of the activities related to the schemes provided by the government. The major responsibility is to take care of the proper utilization of different schemes in a transparent way.

This system clearly keeps track of the status of user’s application by tracking the actual activities that are under process within the panchayat or at higher level at any point of time, by the administrators. This system provides effective way to manage the important information in a very secure manner by authenticating users at various levels.

This system design is modularized into various categories covering the internal official management concepts associated with the information of the panchayats and user applications with different levels of abstraction. 

This system has very good GUI so that a novice user did not feel any operational difficulties. This system mainly concentrated in designing various reports requested by the users as well as higher authorities such as Scheme wise details report, Panchayat wise details report, User wise report etc.

When the user applies for a scheme, his details will be stored in the database and sent to the panchayat for verification. Panchayat people conduct a physical verification and send their remarks to the DDO who would write his comments. These details are sent to final approving authority and help him to approve or disapprove the person for the scheme. The same details can be viewed by the user so that the user would get a clear picture of what is happening from time to time.

CURRENT SYSTEM: Current system is a manual one in every panchayat displays the list of available schemes provided by the Government. It invites the applications from the eligible users based on certain criteria. All the applications are verified at panchayat level and then approved applications are sent to District level for approval. All the approved users avail the benefits of the scheme.

Disadvantages:

                             The following are the disadvantages of current system

1. It is not secure to maintain important information manually

2. More manual hours need to generate required reports

3. It is tedious to manage historical data which needs much space to                                                               Keep

 4. All the past years applications, books etc.

5. User need to wait more time to get his application status.

6. Data is not in sync in case of manual system.

 PROPOSED SYSTEM:

                       Proposed system is a software application which avoids more manual hours that need to spend in record keeping and generating reports. This application keeps the data in a centralized way which is available to all the users simultaneously. It is very easy to manage historical data in database. No specific training is required for the employees to use this application. They can easily use the tool that decreases manual hours spending for normal things and hence increases the performance

Advantages:The following are the advantages of proposed system

1. Easy to track the status of applications at any level at any point of time.  2. Can generate required reports easily

3. Easy to manage historical data in a secure manner

4. Centralized database helps in avoiding conflicts

5. Easy to use GUI that does not requires specific training.

GUI’s

For the flexibility of the user, the interface has been developed in graphical user interface mode. The normal interface is applied through browser.

The GUI’s at the top level has been categorized as:

 1) Administrative user Functions

 2) Normal User Functions

 3) Panchayat User Functions

 4) DDO Functions

          The administrative user Functions concentrates on the consistent information that is practically, pact of the organizational activities and which needs proper authentication for the data collection. In any situation if the admin user needs to change his password, then he can change the password without taking any help from others. Only the admin user can have the authority to add the user. Also he can update or delete the user’s details. The admin user can add the new panchayaties. Also he can view the details of all the panchayaties.  The admin user can add the details of users those who are eligible for the various schemes. He can view the details of all the applicants’ details and their applied schemes details. The admin user can update or delete the details of users those who are applied for the various schemes. The admin user can add or update the details of various schemes. Also he can view the details of all the schemes. The admin user can add or update the details of the districts also he can view the details of all the districts. He can view or generate all the management reports.    

          The Normal User Functions helps to check out the information related to various schemes and the related applications. The Normal user can change his password with out taking the permission from any of the others.  The normal user can view the details of all the panchayaties. He can add the details in applications. He can view the status of all the applications. He can view the schemes list in panchayaties. He can view the details of all the districts, district codes, District Development Officer of the corresponding districts.

          The DDO User Functions helps to approve or reject the applications which are sent from the users in district level. The DDO user can change the password on his own. He can view the details of all the panchayaties. He can view the details of all the applications which are posted from the users. Also he can view the details of all the schemes list. He can approve or reject the applications from various panchayaties. He can view the applications. The DDO user can view or generate the management reports.

          The Panchayat user Functions helps to approve or reject the applications which were sent from the users in panchayat level. He can change the password on his own. He can view the details of all the panchayaties. The panchayat user can view the details of all the applications in panchayat level. He can invite the applications from the eligible users and he can view the details of all applications. He can display the details of available schemes. He can approve the applications at panchayat level at the same time he can reject the applications. He can forward the eligible user’s applications to the district level officer. He can provide the resources to the eligible users. The panchayat user can view or generate the management reports. 

Number of Modules

The system after careful analysis has been identified to present itself with the following modules:

Ø Scheme Management Module: This module provides user interface to add, edit, and delete various government schemes. This module takes care of accepting various applications from users and escalating those applications to DDO for approval. In scheme management module available schemes list and eligibility criteria for corresponding schemes details will be displayed in schemes list.

Eligibility details, how many members are already applied for the schemes all these details will be displayed. Only the admin user can add the details of users for the related schemes. He only the user to update or delete the details of users from schemes list. All the remaining users can view the details of schemes. 

Ø Panchayat Management Module: This module provides facility to add or delete or edit various panchayats. Also provides interface to view the status of applications at panchayat level. Provides an interface to accept/reject applications at panchayat level it self. In panchayat management module all the available panchayaties will be displayed in panchayaties list. Every panchayat has its own ID. This list contains details of all the panchayaties means panchayat ID, Name, district ID, name of the GPO, population of the corresponding panchayat, how many literates and illiterates are living there in that panchayat, how many families are living with BPL(Below Poverty Line), their occupation all these details will be included. Only the admin user can add the new panchayaties. He is only the user to update or delete the panchayaties from the list. Remaining users can view the details of all the panchayaties.

Ø  Administration module:  This module provides administrators to add/remove users and assign various access rights to them. This module contains all the adding and removing functions. This module contains all the users’ details, panchayaties details, schemes details, and district details. The administrator can add / update or remove any of the above functions. The administration module having authority to add or update the details of all the above mentioned functions. This module maintains all the departments. Each and every user should be created by administrator. He can maintain all the departments. Applications of the eligible users and available schemes will be added by administrator. All the users’ details and every department details will be available only in administration module.

Ø Reporting module: In this module we can see various types of reports like scheme wise report, panchayat wise report, and user wise report. Various reports like Approved applications, Pending applications and Rejected applications at different levels panchayat wise as well as user wise. Name of the scheme, eligibility for the scheme and maximum strength of the scheme all these details will be included in scheme wise report. Name of the panchayat and in which district it will be located all the details will be added in panchayat wise report. Application ID, name of the applicant, scheme ID, panchayat ID, status of the application all these details will be included in user wise applications report. Status of the application and any remarks information will be displayed in approved applications report. All the rejected applications report will be placed in the rejected applications report.

HARDWARE AND SOFTWARE REQUIREMENTS

HARDWARE REQUIREMENTS                              

PROCESSOR       :         Intel 2.0 GHz or above

HARD DISK        :         80 GB

RAM                    : 512 MB RAM.

   SOFTWARE REQUIREMENTS

OPERATING SYSTEM                     : WINDOWS XP with SP2. 

LANGUAGE (FRONT END)   : JAVA (JDK1.5/1.6)

SERVER                                     : APACHE TOMCAT 5.5/6.0

WEB TECHNOLOGY              : HTML, JAVASCRIPT, CSS.

DATABASE (BACK END)        : MYSQL.

ARCHITECTURE                      : 3-TIER ARCHITECTUR