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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.

What is FAULT LOGGER?

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.
This Web-based interface enables Users of Wilnet to submit
customers problem requests electronically. When a ticket is
submitted, automatically it is assigned to a relevant Technician.
Later, Admin can change Technician and assign a ticket to
another one.

Admin has all the rights to see and modify structure of project
without making a call to developer. He can track and judge the
performance of this system.

Customer
11

Provide
Solution
to the
client

Life Cycle
of a ticket
in FAULT
LOGGER

Inform user
about the
Problem

View techs
responses

User

8
Send
Reply/Feedback
for the solution
from technician

Post the
solution to
the user

Create a
ticket
describing
the problem
& submit

FAULT LOGGER
9

If problem is
100% solved,
Close it.

10
Post replies &
feedbacks from
user to
technician

Submit
Solution for
the Problem

Technician

Assign the
ticket to the
best-suited
technician

Analyze
problem
details

What does FAULT LOGGER offer?

Basically, this application helps reduce customer hold times for
support 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 do
for ones own office's organization. In addition to handling
communications efficiently, it also allows to manage internal
workflow.

With the FAULT LOGGER, a work request will never be

misplaced because it will remain in system for as long as the
admin needs. admin can easily view "pending" tickets incomplete work requests.

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.

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.

 TECHNICIAN MODULE :
This module provides facility to give a solution for tickets to
user. He can have counts and links for Unanswered, On Hold
and Closed ticket, can directly go for a particular type of ticket.
He can view tickets assigned to him, View replies sent from
user, 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 the
developer can do. Admin can see all the Registered Users,
Registered Technicians and Submitted Tickets. He can view
profile of Users and Technicians.
He has right to delete User, Technician and a Ticket. He can
change Technician for a particular ticket. Category is the
specification of type of the problem solved by a particular
Technician. Admin can view all the categories and also add
category.
Admin can view list of already existing Admins, add another
admin, can change the password after he has been made as
Admin by another Admin for a security purpose.

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

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

Project Schedule
Activity Charts
Month 1 :
Work Tasks

A). Requirement Analysis

Study of Project
Requirements and
Identical systems
B). Learning
Installation and
Configuration of
PHP and Apache Server

Learning Tools and

Technology required to
develop proposed system.

Week1

Week2

Week3

Week4

Activity Charts Continued

Month 2 :
Work Tasks

C) System Design
DFD Development

Design of
application

D) System Coding
Creation of database for User module

Coding for pages

in User module

Week5

Week6

Week7

Week8

Activity Charts Continued

Month 3 :
Work Tasks

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

Week9

Week10

Week11

Week12

Activity Charts Continued

Month 4 :
Work Tasks
D) System Coding

Coding for Exceptions and Error

Handling.
E) Debugging and Testing .

F) Documentation

Week13

Week14

Week15

Week16

System Design
Context Level DFD :
user_master

User

ID
Password

ID

Admin

Password

Check For
Validity

Create, View,
Edit Tickets

Check For
Validity

Submit Solutions,
View Responses &
Feedback Sent By
User

Check For
Validity

Technician

technician_
master

ID
Password

 First Level DFD :

View User profile,
Users Submitted
tickets

ticket_
master

Invalid ID/Password
Valid ID/
Password

admin_master

User

ID
Password

ID

Admin

Password

Check For
Validity

user_master

Valid ID/Password

Check For
Validity

Create, View,
Edit Tickets

ticket_
master

Invalid ID/Password

Submit Solutions,
View Responses &
Feedback Sent By
User

Valid ID/
Password

Valid ID/Password

Technician

ID
Password

Check For
Validity

Invalid ID/Password

ticket_
master

View Technician
profile, Assigned
tickets

technician_
master

 Second Level DFD for User Module :

New User
Fills Up
Registration
Information
Invalid ID/Password

ID

User

Password

Check For
Validity

user_master

Valid ID/Password

Create, View
& Edit Tickets

Edit
Customer
Information

ticket_master

Send
Message to
Technician

techbox

View
Solutions

empbox

Edit Profile

 Second Level DFD for Technician Module :

New Technician
Fills Up
Registration
Information
Invalid ID/Password

Technician

ID
Password

Check For
Validity

technician_
master

Valid ID/Password

Submit
Solutions

empbox

View All
Tickets, View
By Status

View
Feedback
Sent By User

ticket_master

View
Responses
Sent By User

techbox

Edit Profile

 Second Level DFD for Admin Module :

Invalid ID/Password

Admin

Check For
Validity

ID
Password

admin_master

Valid ID/Password

View user
Data

View user
Profile

View
Technician
Data

View All
Tickets, View
By Status

View users
Submitted
Tickets

ticket_master

View/Add
Category

categories

ticket_master

View
Technicians
Assigned
Tickets

user_master

Change
Technician

View
Technician
Profile

technician_
master

Add New
Admin

Change
Password

User Manual and Screen Layouts

Home Page :
Gives facility of registration for new User & new Technician & also
facility of login for User, Technician & Admin .

 USER MODULE :
Create Ticket Page : Gives facility to create ticket.

 USER MODULE :
This is a View tickets page, through which, User can see tickets
submitted by him. It provides all the info. about ticket, User can edit
ticket also.

 USER MODULE :
Response From Technician Page : Gives facility to view solution.

 USER MODULE :
View Sent Responses : Gives facility to see sent responses for solution
provided by Technician for a particular Ticket.

 USER MODULE :
Edit Ticket Page : Gives facility to edit ticket.

 USER MODULE :
Edit User Info Page : Gives facility to User to Edit Profile.

 TECHNICIAN MODULE :
View Technicians assigned tickets Page : Gives facility to View all
assigned tickets and info of these tickets.

 TECHNICIAN MODULE :
Problem Detail Page : Gives facility to View Problem Detail.

 TECHNICIAN MODULE :
Give Solution Page : Gives facility to Technician to submit solution for
assigned tickets.

 TECHNICIAN MODULE :
User Responses Page : Gives facility to view responses sent by User
for assigned tickets.

 TECHNICIAN MODULE :
Customer Detail Page : Gives facility to view Customers Contact
Information.

 ADMIN MODULE :
User Profile Page : Provides facility to View User profile.

 ADMIN MODULE :
This page provides facility to View Technicians assigned ticket count,
link for a search by status, all the information about ticket, problem
detail, customer info etc.

 ADMIN MODULE :
This page provides facility to delete User. It displays all the registered
Users in the system. Before deleting, it confirms to delete by prompting
to Admin

 ADMIN MODULE :
This page provides facility to View all tickets in the system, jump menu
to search by status, all the information about ticket, problem
detail, customer info etc.

 ADMIN MODULE :
This page provides facility to View all tickets communication sent by
Technician.

 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 & ids
of Technicians for a particular category is come up. So Admin can select
Technician

 ADMIN MODULE :
This page provides facility to delete Ticket. It displays all the registered
Tickets in the system. Before deleting, it confirms to delete by prompting
to Admin

 ADMIN MODULE :
This page provides facility to view categories.

 ADMIN MODULE :
This page provides facility to add new category.

 ADMIN MODULE :
This page provides facility to add Admin. Only Admin can add
another one.

 ADMIN MODULE :
This page provides facility to change password.

Limitations
In Admin Module, Admin cant access certain features which
are provided to user, like Create a new ticket, Edit customer
info, Edit user info etc. For accessing these features he has to
login as a user.

In Admin Module, Admin cant access certain features which

are provided to technician, like Give solution, Edit technician
info etc. For accessing these features he has to login as a
technician.
Ticket id is not reusable.

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.

Thank you