USE OF REVERSE ENGINEERING IN SYSTEM

DEVELOPMENT: CASE STUDY FOR HELP DESK

SYSTEM
Suriansah Bin Encharang1 and Prof. Dr. Md Yazid Bin Mohd Saman2
Department of Computer Science
Faculty of Science and Technology
Universiti Malaysia Terengganu
Mengabang Telipot, 21030 Kuala Terengganu, Malaysia.
E-mail1 : suriansah85@yahoo.com.my
E-mail2 : yazid@umt.edu.my

ABSTRACT
Use
of
Reverse
Engineering
for
System
Development:Case Study for Help Desk System is to
develop an integrated help desk system named Sistem
E-Aduan for Universiti Malaysia Terengganu(UMT).
Sistem E-Aduan has been developed due to the result
from an intensive research in UMT customer caring
process. The outcome of the research has been
implemented into Sistem E-Aduan. The system has
been developed using Rational Unified Process (RUP)
and PHP as an internet programming language.
Macromedia Dreamweaver MX is used to create and
design interfaces of this system. MySQL is used as a
database management system. Sistem E-Aduan helps
students and staffs make a report about the problem
they get in the campus to be more efficient and
systematic based on standard that has been approved.
Keywords: Reverse Engineering, Help Desk System,
Sistem E-Aduan, Rational Unified Process.
1.0

INTRODUCTION

Sistem E-Aduan is a web-based system that can assist

students and staff of UMT to send report from every
department. With this system also the admin of every
department can view the problems and then assign the
technician to solve the report. This system was
developed to manage the problems or reports solving
process be more efficient and systematic based on
standard that has been approved.
1.1

Objective

The objectives of this project are as follows:

i)
To build and design the effective Help Desk
System to be used.
ii) To implement the design and then develop the
Help Desk System.

iii) To test the system before the student and staff

used it.
1.2

Scope

The scope of eCReS includes:

i)
Sistem E-Aduan developed using PHP
programming language.
ii) Macromedia Dreamweaver MX is used during the
designing process.
iii) mysql is used to develop the database for Sistem
E-Aduan.
iv) Windows operating system is used as the platform
to perform the system.
1.3 Expected Outcome
Sistem E-Aduan is expected to have some outputs:
i) The system is to be used only for UMT member.
ii) A complete system that will function effectively
and fulfil system development objectives.
iii) A system documentation to ease any changes in
the future.
2.0

LITERATURE REVIEW

2.1

Introduction

To understand Sistem E-Aduan in greater depth, a few

sources have been used as references. Analysis of the
sources have been applied in the development of
Sistem E-Aduan and used in addition to other
information obtained. Through this research, the
objectives and true scope of Sistem E-Aduan were
verified.

2.2 Review of Existing Systems

In the research of this system, several articles have
become references in aiding the development process
of Sistem E-Aduan:
i) Software Reverse Engineering.
ii) Using evolution to evaluate the reverse
engineering technologies: mapping the process of
software changes.
2.2.1 Software Reverse Engineering
The conclusion that we can get from this article are:i) The modules in this system are dependence on
each other.
ii) The methods used to reconstruct these vary from
genetic algorithms to program analysis technique.
iii) The application of the various papers include
remodularization, software miniaturization, and
protocol validation.
2.2.2 Using evolution to evaluate the reverse
engineering technologies: mapping the
process of software changes
The maintenance activities of the software can be
divided into three categories:
i)
Perfective maintenance this involves improving
functionality of software in response to a users
defined changes.
ii) Corrective maintenance this process involves
the correction of errors that have been identified
within the software.
iii) Adaptive maintenance this process involves the
alteration of the software which is due to changes
within the software environment.
3.0 METHODOLOGY
3.1 Introduction
There are four steps in the development of the Sistem
E-Aduan:
i)
Make a research from the three open source
software that is Helpdesk Final System, Help
Desk Revolution System and PMOS Help Desk
System.
ii) Integrate all the function that get from the
research of open source software and use reverse
engineering to develop the Sistem E-Aduan.
iii) Use the Rational Unified Process (RUP) to
generate the specification document for Sistem EAduan.
iv) Develop a more effective Sistem E-Aduan with
more additional functions.

The Rational Unified Process (RUP) has been used as

an approach to develop this system [3]. The phases in
RUP are:
i)
Inception
phase
This is an introduction phase that will be used to
introduce the new system. In this phase, the
probability risk and requirement must be
identified. In another word, business case will be
developed in this phase.
ii)
Elaboration phase
This phase is use to analyse root problem that had
been detect, develop project strategies, and
remove a high cost problem from effecting the
project. Project architecture will be develop in
frame when the developer identify the scope,
main function, functional and none functional
requirement. In this phase, Use Case and Actor
that interact with system will be identified and
Use Case Description will be developed.
iii)
Construction phase
This phase is use to complete the system
development. All component and application
element will be combine to adapt with the new
product.
iv)
Transition phase
This is the last phase which is very important to
make sure end user can accept and use the
system. In this phase, system will be test and
correction will be doing from user feedback.
3.2 Model Structure
3.2.1 RUP Technique
Figure 1 shows iteration technique for Rational Unified
Process (RUP) methodology. The iteration technique
includes business modelling, requirements, analysis
and design, implementation and test, deployment,
project management, configuration and change
management.

Fig. 1: Iteration Technique

3.2.2 Phases in RUP

Figure 2 shows phase used RUP in developing system.
The phase that state in the above diagram is inception
phase, elaboration phase, construction phase and
transition phase. In the left diagram is a workflow that
developer involves in each phase. Different phase need
a different workflow that has to be including in the
development process.

Fig. 2: Phases in Rational Unified Process

4.0
4.1

SYSTEM REQUIREMENT
Introduction

The purpose of the needs work flow is to explain the

function of the system that will be implemented and to
obtain agreement of the developer and the user on the
mentioned needs.
4.1.1 Use Case Diagram
Figure 3 shows the use-case model for Sistem EAduan. This model shows the interaction between 4
primary actors which are UMT admin, Department
admin, technicians and each function.

Fig. 3: Use Case Model Sistem E-Aduan

4.1.2 Use Case Description
Use-case description explains the system interaction or
functions step by step with each actor and what the
system does.
i)

Send Report
Explain about how the user can send problem
report with this system.
ii) Login Use Case
Explain about how the user can access this system
iii) Maintain Personal Information
Use Case allows users to maintenance their
personal information.
iv) Maintain Report
Use Case allows every department admin to
maintenance reports that happen in their
department. This includes assigning, sorting,
updating and deleting reports.
v) Maintain User
Use Case allows UMT admin and Department
admin to maintenance user information in the
system. This includes adding, sorting and deleting
user.
vi) Maintain report form
Use Case allows UMT admin and Department
admin to maintenance report form in the system.
This includes adding, sorting and deleting status
and priority of report in the form.
vii) Maintain Technician
Use Case allows Department Admin to
maintenance technician information in the system.
This includes adding, sorting and deleting
technicians.
viii) Maintain Department
Use Case allows UMT Admin to maintenance
department information in the system. This
includes adding, sorting and deleting department.
ix) Maintain Type of Problem Every Department
Use Case allows Department Admin to
maintenance type of problem in their department
that will be chose by student during sending the
report. This includes adding, sorting and deleting
the problems.
5. 0 SYSTEM ANALYSIS AND DESIGN
5.1

Introduction

The purpose of the analysis and system design is to

show how the system will be implemented during the
implementation phase. The system that will be
developed should be able to carry out tasks and
functions that have been mentioned in the use-case
description, fulfilling the needs and be well structured
for future changes whenever functional changes are
needed.

Table 2: hd2_tickets
5.2

Analysis

The main purpose of analysis is to investigate the

requirement of the application. Further discussion on
the problems will be discussed with users to
understand the correct objectives of the application.
5.2.1 Relationship analysis, Multiplicity and RECs
Relational Entity Classes (RECs) represents the
relationship between class entities and includes
relationships and multiplicity. Figure 4 below shows
the figure of RECs for Sistem E-Aduan.

PERKARA
Ticket_id
Ticket_subject
Ticket_firstreply
Ticket_status
Ticket_tech
Ticket_ptj
Ticket_cat
Ticket_priority

JENIS
Int
Varchar
Int
Int
Int
Int
Int
Int

SAIZ
11
255
11
11
11
11
11
11

Table 3: hd2_attachment
PERKARA
Attach_id
Attach_file
Attach_origname

JENIS
Int
Varchar
Varchar

SAIZ
11
40
255

Table 4: hd2_status
PERKARA
Status_id
Status_name
Status_orderby

JENIS
Int
Varchar
Int

SAIZ
11
255
11

Table 5: hd2_priority

Fig. 4: RECs for Sistem E-Aduan

5.3

PERKARA
Priority_id
Priority_name
Priority_orderby

JENIS
Int
Varchar
Int

SAIZ
11
255
11

Table 6: hd2_replies

Design

Design is the steps that will be carried out after

identification of primary functions of the systems. The
entire requirement will be analysed and translated into
application components.
5.3.1 Database Design

JENIS
Int
Varchar
Int
Int
Int

SAIZ
11
255
11
11
11

Table 7: hd2_newcategory

The data entered into the system will be stored into the
primary data base port. A good database will result in a
high-quality system in terms of accessing time and also
data updating processes. Table 1 to Table 8 show
databases design for Sistem E-Aduan.
Table 1: hd2_users
PERKARA
User_id
User_name
User_fullname
User_mail
User_password
User_level
User_branch

PERKARA
Reply_id
Id_ticket
Reply_content
Reply_author
Reply_time

JENIS
varchar
varchar
varchar
varchar
varchar
int
int

SAIZ
255
255
32
255
50
5
11

PERKARA
id
Ptj_id
Name
Sname
Ptj_orderby

JENIS
Int
Varchar
Varchar
Varchar
Int

SAIZ
11
255
255
11
11

Table 8: hd2_plist
PERKARA
id
Ptj_id
pname

JENIS
Int
Varchar
Varchar

SAIZ
11
255
255

6. 0 SYSTEM IMPLEMENTATION
6.1

Introduction

The implementation phase of the software is the most

important phase in the development process of a
system. The implementation phase is carried out by
referring to the design phase to produce an organized
user-interface in various aspects.
6.2

System Menu Hierarchy

Figure 5 shows the system menu hierarchy which

explains the Sistem E-Aduan flow process as a whole.
This figure also shows the flow menu involved in the 4
primary modules which are the student and staff
module, UMT admin module, department module and
technician module.

Fig. 6: Login Interface

6.3.2 Registrar Module
When a UMT admin logs in, the main menu display
screen as in Figure 7 will be displayed.

Fig. 5: Menu Hierarchy of Sistem E-Aduan

6.3

System Implementation

In the implementation part of the system, description of

each module in Sistem E-Aduan which is the student
and staff module, UMT admin module, department
module and technician module will be explained with
the aid of figures/diagrams.
6.3.1

Fig. 7: UMT Admin Interface

System Log-In

Figure 6 shows the correct screen for the user to log

into Sistem E-Aduan. Users are required to enter by
entering their usernames and passwords.

Fig. 8: Department Maintenance Interface

6.3.3

Department Module

6.3.5 Student and Staff Module

When a department admin logs in, the main menu

display screen as in Figure 9 will be displayed.

When a student and staff s log in, the main menu

screen as in Figure 12 will be displayed.

Fig. 9: Department Admin Interface

Fig. 14: Student Problem List Interface

6.3.4 Technician Module

When a technician logs in, the main menu display
screen as in Figure 10 will be displayed.

Fig. 15: Report Form Interface

Fig. 10: Report List Interface

Fig. 16: Maintenance Personal Information Interface

Fig. 11: Maintenance Report Interface

7.0

DISCUSSIONS

7.1 System Advantages

Sistem E-Aduan offers several advantages over the
existing system. The most obvious advantage is the
web platform on which this system is operating on
enables anytime, anywhere access for the users. The
web-based platform also reduces installation costs for
the organization.
The system also provides standard security
features such as entry authorization by password and
unique access levels for different user types. Therefore,
automatically the system can identify users who logged
in.
7.2 System Constraints
There exist several constraints during the development.
The constraints are stated below:
i)
System development process requires strong
commitment in terms of time management, user
interaction and others. Since system development
was done mainly during academic session,
allocated time was inadequate to develop a high
quality system.
ii) The use of PHP technology proved to be timeconsuming since PHP requires additional
programming languages such as JavaScript for
developing some modules. Thus, time allocated
for development was used to learn the new
languages instead of concentrating solely on pure
development.

The system development required careful

planning and correct analysis to ensure the validity and
verifiability of the system. Therefore, correct choice of
methodology plays a crucial role in developing the
system. Hence, Reverse Engineering and RUP as the
accepted development methodology is chosen. Reverse
Engineering and RUP is able to provide the developer
a greater insight on the system architecture.
Finally, it is hoped that this development project
proves to be a good experience for the developer to
enter the real industrial world.
8.0 ACKNOWLEDGMENTS
Thanks to my supervisor, Prof Dr Md Yazid Bin Mohd
Saman, for encouragement, support and guidance in
my final year project and also others lecturers at UMT.
Thanks to Mrs. Noni Noraikhah Binti Mohd Yusoff and
Mr. Mohd Mazhairil Adri Bin Abdul Hamid and staff
of Pusat Teknologi Maklumat for their cooperation and
supply of information Thanks and loves go to my
parents and also to the whole family for your moral
support and encouragement. Finally, thanks also to my
friends, I want to thank for helps, support and
friendship.
9.0 REFERENCES
[1]
[2]

7.3 Future Works

[3]

This system has the potential to be expanded and

enhanced. System development, if the need arises,
should be increased in scope especially about using the
short messaging services (sms) via the mobile phone.

[4]

The subsequent versions of this system also

can be integrated with short messaging services (sms)
via the mobile phone. This integration will allow for
easier medium for student or staff to report the problem
they get in the campus to the system because the sms is
a popular product nowadays.
It is recommended also for the future version
of the system has chatting function between student
and technician to solve several problem that maybe can
be unnecessary for the technician to come to the
student for example the computer problem.
7.4 Conclusion
With the completion of Sistem E-Aduan, it is expected
to manage a problem report be more efficient and
systematic based on standard that has been approved.

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