INDIVIDUAL

ASSIGNMENT
CE00853-4-SDA

SYSTEM & DATABASE ANALYSIS

APT1F1605CYB

Name: KHONG BOON BIN

TP Number: TP042757
Course: CE00853-4-SDA
Lecturer: Mr. Hasbullah Bin Osman
Due Date: 1 March 2017
Table of Contents
Introduction............................................................................................................... 1
Use Case Specification................................................................................................. 2
Use Case Diagram....................................................................................................... 2
Entity-Relationship Diagram (ERD).................................................................................3
Business Rule............................................................................................................ 4
Relational Schema....................................................................................................... 5
Normalization Process.................................................................................................. 6
Data Dictionary.......................................................................................................... 7
Database Schema........................................................................................................ 9
SQL STATEMENT.................................................................................................... 10
DATA DEFINITION LANGUAGE(DDL).......................................................................10
Data Manipulation Language(DML).............................................................................. 16
Conclusion.............................................................................................................. 18
Introduction

AEG is a medium scaled Malaysian company that involved in educational services.

Due to its fast growing IT function, AEG is setting up an IT helpdesk to handle some
hardware and software problem concerning its IT systems. Whenever any employee of the
company has a problem, they can contact the helpdesk to seek for technical support. One of
the helpdesk operator will deal with enquiry or request him or herself if possible, but if an
immediate answer cannot be given, the enquiry or request will be passed to one of the
specialist of AEG.

A computer system is needed to be created to log and track the helpdesk queries for
this AEG IT helpdesk service. This will enable system analysts to determine how the
hardware equipment and software is performing overall, whether the helpdesk specialists are
sufficiently resourced to solve problem in acceptable time and whether there is any
specialized skill training needed to provide to employees.

On the other hand, system analyst has proposed the system operation as following.
When a new call comes into the helpdesk, information such as name of caller and helpdesk
operator will be record down along with the timestamp of the call, id number of the hardware
or software related. The caller name will be checked against a register of all personnel to
retrieve caller information. The id number of hardware and software will also be checked
against register of all hardware and software to lookup its information.

Each problem reported will be given an id number and that is supplied to the caller so
it can be refer with any subsequent calls about the same problem. Sometimes, a call will be
concerned about more than one problem, different id number will be given for each problem
reported to the helpdesk system. The helpdesk operator will also record the description of the
problem to determine the condition of the problem

Every problem reported to helpdesk operator will be allocated a problem type by

selecting from a list. It is possible that problem type allocation can be update later when more
information become available. System analyst also can look up previous problem with same
equipment or caller to find some clue to solve the current problem.

1
Use Case Specification

Name: AEG IT Helpdesk Service

Description: The staff Call the Helpdesk service
Primary actors: Staff
Secondary actors: Specialist
Precondition:
1. Staff met with IT based problem.
2. The person is employee of AEG company.

Main flow:
1. The staff call the AEG helpdesk service.
2. The helpdesk operator record the information inside call log.
3. Helpdesk operator allocate problem type to the problem.
4. If the problem cannot be given an answer, it will be passed to a number of specialist to
take over.

Post Condition: The least workload specialist will be assigned to the problem.
Alternative Flows: Specialist can provide some technical training if needed.

Use Case Diagram

2
Entity-Relationship Diagram (ERD)

3
4
Business Rule
Business rule is the rule that enforce the operation of business and always be the
guideline to the staff to make decision while they face any situation. Business rule is the rule
that represent the business structure or how the business works. Following business rules are
the rules that applied by the AEG IT helpdesk service for daily operation:

1. Every employee in AEG including staff and specialist will have a same id type which
is employee and have their unique id which are staff id and specialist id respectively.
2. Staff are the employee who usually call for the AEG helpdesk service, meanwhile
specialist are the employee that offer IT helpdesk service to help staff to solve IT
problem.
3. Helpdesk operator(staff) will receive call from staff and create a call log and record
down the detail of caller,problem description, and any equipment detail such as
hardware and software.
4. Every call record can contain one or more than one problem, it will be assign with
different problem id in problem table, and the detail of the problem such as occur
time, problem type will be determined and recorded.
5. Every Software and Hardware will have an id number in order to let IT helpdesk to
track or trace their device, and for better manage purpose.
6. Every solution of the problem given by specialist will be recorded together for future
purpose if met with the same problem.
7. Every staff and employee are member of any one of the department in AEG company.
8. Department of AEG company including Management, hardware, software and
general.
9. Problem id will be generate for each problem occur and called to IT helpdesk.
10. Everytime issue solve the datetime stamp will be recorded for the performance record
purpose.

Relational Schema
Hardware (Hardware_Id, Hardware_Description)

5
Software (Software_Id, Software_Description,Licensed_Status)

Problem (Problem_Id, Problem_Type, Problem_Description, Problem_Solving_Status,

Specialist_Id(FK))

Department (Department_Id, Department_Name)

Employee (Employee_Id)

Staff (Staff_Id, Staff_Name, Employee_Id(FK),Department_Id(FK))

Specialist (Specialist_Id, Specialist_Name, Employee_Id(FK), Workloads,

Department_Id(FK))

Call_Log (Call_Id, Caller_Name, Operator_Name, Employee_Id(FK), Problem_Id(FK),

Occur_Timestamp, Hardware_Id(FK), Software_Id (FK))

Problem_Solution (Problem_Id(FK), Specialist_Id (FK), Solution_Timestamp,

Time_Taken, Problem_Solving Description)

6
Normalization Process

7
Data Dictionary
Table Name Attribute Name Description Data Type PK FK
or REFERENCES
FK TABLE
Hardware Hardware_Id Id number of Varchar(20) PK
Hardware
Hardware_ Description Varchar(100)
Description of the
Hardware
Software Software_Id Id number of Varchar(20) PK
Software
Software_ Description Varchar(100)
Description of the
Software
Licensed_Status License Varchar(10)
Status of
Software
Problem Problem_Id Id number of Varchar(10) PK
Problem
Problem_Type Type of Varchar(20)
Problem

8
 Problem_ Description Varchar(100)
Description of problem
Specialist_Id Id of Varchar (10) FK Specialist
Specialist
Problem_Solving_ Status of Varchar(10)
Status theee
Problem
Department Department_Id Id number of Varchar(10) PK
Department
Department_Name Name of Varchar(20)
Department
Employee Employee_Id Id of Varchar(10) PK
Employee
Staff Staff_Id Id of Staff Varchar(10) PK
Staff_Name Name of Varchar(30)
Staff
Employee_Id Id of Varchar(10) FK Employee
Employee
Department_Id Id number of Varchar(10) FK Department
Department
Specialist Specialist_Id Id of Varchar(10) PK
Specialist
Specialist_Name Name of Varchar(30)
Specialist
Employee_Id Id of Varchar(10) FK Employee
Employee
Workloads Number of Integer
Workload
Department_Id Id of Varchar(10) FK Department
Department
Table Name Attribute Name Description Data Type PK FK
or REFERENCES
FK TABLE
Call Log Call_Id Id number of Varchar(10) PK
the Call
Caller_Name Name of Varchar(30)
Caller
Operator_Name Name of Varchar(30)
Operator
Problem_Id Id number of Varchar(10) FK Problem
Problem
Employee_Id Id number of Varchar(10) FK Employee
Employee
Occur_Timestamp Date and Datetime
Time of
Issue Occur
Hardware_Id Id number of Varchar(20) FK Hardware
Hardware
Software_Id Id number of Varchar(20) FK Software
Software
Problem_Solution Problem_Id Id number of Varchar(10) PK Problem
Problem

9
 Specialist_Id Id number of Varchar(10) FK Specialist
Specialist
Solution_Timestamp Date and Datetime
Time of
Issue Solved
Time_taken Time taken Integer
to solve
problem
Problem_Solving_ Description Varchar(100)
Description of Solving
Problem

10
Database Schema

11
SQL STATEMENT
DATA DEFINITION LANGUAGE(DDL)
Database & Table Creation
Create Database Create database AEG_HELPDESK

Create Hardware Table create table Hardware(

Hardware_Id Varchar (20)primary key not null,
Hardware_Description Varchar (100)
);
Create Software Table create table Software(
Software_Id Varchar (20) primary key not null,
Software_Description Varchar (100) ,
Licensed_Status varchar (10)
);
Create Problem Table create table Problem(

12

Create Department Table
Create Employee Table
Create Staff Table
Create Specialist Table
Create Call_Log Table
Create Problem_Solution Table
Problem_Id Varchar (10) primary key NOT
NULL,
Problem_Type varchar(20)not null,
Problem_Description varchar (100),
Specialist_Id varchar(10) foreign key references
Specialist(Specialist_Id)NOT NULL,
Problem_Solving_Status varchar(10)
);
create table Department (
Department_Id varchar(10) primary key NOT
NULL,
Department_Name varchar(20) not null,
);
create table Employee(
Employee_Id varchar (10) primary key not null
);
create table Staff(
Staff_Id varchar (10) primary key not NULL,
Staff_Name varchar(30)NOT NULL,
Employee_Id varchar (10) foreign key references
Employee(Employee_Id),
Department_Id varchar(10)foreign key references
Department(Department_Id) NOT NULL,
);
create table Specialist(
Specialist_Id varchar (10) primary key NOT
NULL,
Specialist_Name varchar(30) NOT NULL,
Employee_Id varchar (10) foreign key references
Employee(Employee_Id),
Workloads int,
Department_Id varchar(10)foreign key references
Department(Department_Id) NOT NULL
);
create table Call_Log(
Call_Id varchar(10)primary key NOT NULL,
Caller_Name varchar(30) NOT NULL,
Operator_Name varchar(30)NOT NULL,
Employee_Id varchar(10) foreign key references
Employee(Employee_Id),
Problem_Id varchar (10) foreign key references
Problem(Problem_Id)NOT NULL,
Occur_Timestamp datetime,
Hardware_Id varchar(20) foreign key references
Hardware(Hardware_Id)null,
Software_Id varchar(20) foreign key references
Software(Software_Id) null
);
create table Problem_Solution(
Problem_Id varchar(10) foreign key references
13

Value Insertion
Insert value into Hardware table
Insert value into Software table
Insert value into Problem table
Problem(Problem_Id)NOT NULL,
Specialist_Id varchar(10) foreign key references
Specialist(Specialist_Id)NOT NULL,
Solution_Timestamp datetime,
Time_Taken int,
Problem_Solving_Description varchar(100));
insert into Hardware values('M001','Mouse');
insert into Hardware values('K001','Keyboard');
insert into Hardware values('Mon001','Monitor');
insert into Hardware values('P001','Printer');
Insert into Hardware values('Proj_001','Projector');
Insert into Hardware values('Psu_001','Power Supply
Unit');
Insert into Hardware values('Hdd_001','HDD');
insert into Hardware values('null',NULL);
insert into Software values('Mic_Office001','Microsoft
Office','yes');
insert into Software values('Win10_001','Window 10
OS','yes');
Insert into Software values('SQL_001','Microsoft SQL
Server Management Studio','yes');
Insert into Software values('null',NULL,NULL);
Insert into Problem values('H001','Hardware','Unable to
turn on printer','SP001','Solved');
Insert into Problem values('S001','Software','Blue Screen
Of Death(BSOD)','SP002','Solved');
Insert into Problem values('G001','General','Blurry
Projection','SP005','Solved');
Insert into Problem values('H002','Hardware','Keyboard
Malfunction','SP003','Solved');
Insert into Problem values('S002','Software','Microsoft
office crashing','SP004','Solved');
Insert into Problem values('G002','General','Projector
RGB setting malfunction','SP005','Solved');
Insert into Problem values('H003','Hardware','PSU
Failure','SP003','Solved');
Insert into Problem values('S003','Software','Blue Screen
Of Death(BSOD)','SP004','Solved');
Insert into Problem values('G003','General','Blurry
Projection','SP001','Solved');
Insert into Problem values('H004','Hardware','Unable to
turn on monitor','SP002','Solved');
Insert into Problem values('S004','Software','Blue Screen
Of Death(BSOD)','SP003','Solved');
Insert into Problem values('G004','General','Printing
error','SP005','Solved');
Insert into Problem values('H005','Hardware','Unable to
14

Insert value into Problem table
Insert value into Problem table
Insert value into Departmen table
detect hard drive','SP001','Solved');
Insert into Problem values('S005','Software','Blue Screen
Of Death(BSOD)','SP002','Solved');
Insert into Problem values('G005','General','Projector
auto turn off','SP005','Solved');
Insert into Problem values('H006','Hardware','PSU
Failure','SP003','Unsolved');
Insert into Problem values('S006','Software','.dll file
missing','SP004','Unsolved');
Insert into Problem values('G006','General','Blurry
Projection','SP005','Unsolved');
Insert into Problem values('H007','Hardware','Keyboard
Malfunction','SP003','Unsolved');
Insert into Problem values('S007','Software','Domain
Disconnected','SP004','Unsolved');
Insert into Problem values('G007','General','Projector
RGB setting malfunction','SP002','Unsolved');
Insert into Problem values('H008','Hardware','PSU
Failure','SP001','Unsolved');
Insert into Problem values('S008','Software','.dll file
missing','SP002','Unsolved');
Insert into Problem values('G008','General','Blurry
Projection','SP003','Unsolved');
Insert into Problem values('H009','Hardware','Unable to
turn on monitor','SP001','Unsolved');
Insert into Problem values('S009','Software','Printer
driver missing','SP004','Unsolved');
Insert into Problem values('G009','General','Printing
error','SP004','Unsolved');
Insert into Problem values('H010','Hardware','Unable to
turn on monitor','SP003','Unsolved');
Insert into Problem values('S010','Software','unable
connect to wifi','SP004','Unsolved');
Insert into Problem values('G010','General','Projector
auto turn off','SP005','Unsolved');
Insert into Problem values('S011','Software','unable
connect to wifi','SP002','Unsolved');
Insert into Problem values('S012','Software','Blue Screen
Of Death(BSOD)','SP004','Unsolved');
Insert into Problem values('S013','Software','Blue Screen
Of Death(BSOD)','SP002','Unsolved');
Insert into Problem values('S014','Software','Blue Screen
Of Death(BSOD)','SP002','Unsolved');
Insert into Problem values('S015','Software','Printer
driver missing','SP005','Unsolved');
Insert into Problem values('S016','Software','.dll file
missing','SP004','Unsolved');
Insert into Problem values('S017','Software','unable
connect to wifi','SP001','Unsolved');
Insert into Department values('Dep01','Management');
15

Insert value into Employee table
Insert value into Staff table
Insert value into Specialist table
Insert value into Call_Log table
Insert into Department values('Dep02','Hardware');
Insert into Department values('Dep03','Software');
Insert into Department values('Dep04','General');
Insert Into Employee values ('TP001');
Insert Into Employee values ('TP002');
Insert Into Employee values ('TP003');
Insert Into Employee values ('TP004');
Insert Into Employee values ('TP005');
Insert Into Employee values ('TP006');
Insert Into Employee values ('TP007');
Insert Into Employee values ('TP008');
Insert Into Employee values ('TP009');
Insert Into Employee values ('TP010');
Insert Into Employee values ('TP011');
Insert into Staff values
('ST001','Arthur','TP001','Dep01');
Insert into Staff values ('ST002','Alice','TP002','Dep01');
Insert into Staff values ('ST003','Alicia','TP003','Dep02');
Insert into Staff values
('ST004','Christine','TP004','Dep01');
Insert into Staff values
('ST005','Gordon','TP005','Dep03');
Insert into Staff values ('ST006','Logan','TP006','Dep04');
Insert into Specialist values
('SP001','Christopher','TP007','3','Dep02');
Insert into Specialist values
('SP002','Albert','TP008','5','Dep03');
Insert into Specialist values
('SP003','Jonathan','TP009','3','Dep02');
Insert into Specialist values
('SP004','Calvin','TP010','2','Dep03');
Insert into Specialist values
('SP005','Victor','TP011','2','Dep04');
Insert into Call_Log
values('C0001','Arthur','Albert','TP008','H001','2015-11-
25 15:25:00','P001','null');
Insert into Call_Log
values('C0002','Alice','Albert','TP008','S001','2015-11-26
11:34:00','null','Win10_001');
Insert into Call_Log
values('C0003','Christine','Albert','TP008','G001','2015-
12-03 16:36:00','Proj_001','null');
Insert into Call_Log
values('C0004','Christine','Albert','TP008','H002','2015-
12-25 13:25:00','K001','null');
Insert into Call_Log
values('C0005','Gordon','Albert','TP008','S002','2015-12-
26 12:34:00','null','Mic_Office001');
Insert into Call_Log
values('C0006','Arthur','Albert','TP008','G002','2016-11-
03 10:36:00','Proj_001','null');
16

Insert value into Call_Log table
Insert value into Problem_Solution table
Insert into Call_Log
values('C0007','Alicia','Albert','TP008','H003','2016-01-
05 13:25:00','Psu_001','null');
Insert into Call_Log
values('C0008','Gordon','Albert','TP008','S003','2016-01-
06 12:34:00','null','Win10_001');
Insert into Call_Log
values('C0009','Logan','Albert','TP008','G003','2016-01-
06 10:36:00','Proj_001','null');
Insert into Call_Log
values('C0010','Alicia','Albert','TP008','H004','2016-01-
07 13:25:00','Psu_001','null');
Insert into Call_Log
values('C0011','Christine','Albert','TP008','S004','2016-
01-07 12:34:00','null','Win10_001');
Insert into Call_Log
values('C0012','Gordon','Albert','TP008','G004','2016-01-
08 10:36:00','Proj_001','null');
Insert into Call_Log
values('C0013','Alice','Albert','TP008','H005','2016-01-09
13:25:00','Hdd_001','null');
Insert into Call_Log
values('C0014','Logan','Albert','TP008','S005','2016-01-
09 12:34:00','null','Win10_001');
Insert into Call_Log
values('C0015','Arthur','Albert','TP008','G005','2016-01-
10 10:36:00','Proj_001','null');
Insert into Problem_Solution values
('H001','SP003','2015-11-26 09:15:00','17','Change power
cord');
Insert into Problem_Solution values
('S001','SP001','2015-11-26 19:26:00','8','Change Sata
setting');
Insert into Problem_Solution values
('G001','SP002','2015-12-04 08:43:00','13','Adjust focus
ring');
Insert into Problem_Solution values
('H002','SP003','2015-12-26 09:15:00','19','Turn on num
lock');
Insert into Problem_Solution values
('S002','SP001','2015-12-26 19:26:00','8','Reinstall
Microsoft');
Insert into Problem_Solution values
('G002','SP002','2016-01-04 08:43:00','21','Adjust RGB
setting');
Insert into Problem_Solution values
('H003','SP003','2016-01-06 09:15:00','17','Change psu');
Insert into Problem_Solution values
('S003','SP001','2016-01-06 19:26:00','8','Change Sata
setting');
17

Insert value into Problem_Solution table
Data Manipulation Language(DML)
Manipulate data based on condition given
--i. Produce a list showing the total number of problems by type/category reported by
users in the month of November 2015.--
Insert into Problem_Solution values
('G003','SP002','2016-01-07 08:43:00','13','Adjust focus
ring');
Insert into Problem_Solution values
('H004','SP003','2016-01-08 09:15:00','17','Change power
plug');
Insert into Problem_Solution values
('S004','SP001','2016-01-07 19:26:00','8','Change Sata
setting');
Insert into Problem_Solution values
('G004','SP002','2016-01-08 12:43:00','2','Adjust printing
setting');
Insert into Problem_Solution values
('H005','SP003','2016-01-10 09:15:00','17','replace hard
drive');
Insert into Problem_Solution values
('S005','SP001','2016-01-10 19:26:00','8','Change Sata
setting');
Insert into Problem_Solution values
('G005','SP002','2016-01-11 08:43:00','13','change psu of
projector');
18
Select P.Problem_Type,CL.*
from Call_Log CL,Problem P
WHERE CL.Problem_Id = P.Problem_Id AND CL.Occur_Timestamp between '2015-11-01'
and '2015-11-30'

--ii. List the top 5 hardware-related and top 5 software-related problems based on the
number of problems reported by users.--
Select top 5 count(Problem_Description)as Counts,Problem_Description
From Problem
where Problem_Type='Hardware'
group by Problem_Description
order by Counts desc

Select top 5 count(Problem_Description)as Counts,Problem_Description

From Problem
where Problem_Type='Software'
group by Problem_Description
order by Counts desc

--iii. List the average time taken to solve each particular type/category of problem.--

Select AVG (PS.Time_Taken) AS average_time_taken,P.Problem_Type

from Problem_Solution PS,PROBLEM P
where P.Problem_Id= PS.Problem_Id
and P.Problem_Type= 'Software'
GROUP BY P.Problem_Type

Select AVG (PS.Time_Taken) AS average_time_taken,P.Problem_Type

from Problem_Solution PS,PROBLEM P
where P.Problem_Id= PS.Problem_Id
and P.Problem_Type= 'Hardware'
GROUP BY P.Problem_Type

Select AVG (PS.Time_Taken) AS average_time_taken,P.Problem_Type

from Problem_Solution PS,PROBLEM P
where P.Problem_Id= PS.Problem_Id
and P.Problem_Type= 'General'
GROUP BY P.Problem_Type

--iv. For each specialist, list the total number of problems assigned to him/her, his/her total
number of solved and total number of unsolved problems to date. --

Select count(Problem_Id)as problem,count(case when Problem_Solving_Status ='Solved'then

1 end)as countSolved,count(case when Problem_Solving_Status ='Unsolved'then 1 end)as
countSolved

19
From Problem
Where Specialist_Id='SP001'

Select count(Problem_Id)as problem,count(case when Problem_Solving_Status ='Solved'then

1 end)as countSolved,count(case when Problem_Solving_Status ='Unsolved'then 1 end)as
countSolved
From Problem
Where Specialist_Id='SP002'

Select count(Problem_Id)as problem,count(case when Problem_Solving_Status ='Solved'then

1 end)as countSolved,count(case when Problem_Solving_Status ='Unsolved'then 1 end)as
countSolved
From Problem
Where Specialist_Id='SP003'

Select count(Problem_Id)as problem,count(case when Problem_Solving_Status ='Solved'then

1 end)as countSolved,count(case when Problem_Solving_Status ='Unsolved'then 1 end)as
countSolved
From Problem
Where Specialist_Id='SP004'

Select count(Problem_Id)as problem,count(case when Problem_Solving_Status ='Solved'then

1 end)as countSolved,count(case when Problem_Solving_Status ='Unsolved'then 1 end)as
countSolved
From Problem
Where Specialist_Id='SP005'

--v. Produce a listing of all unsolved problems reported to date, showing the problem
number, the caller details, the problem details, the status of the problem and the specialist
assigned to the problem (if any). --

select Problem_Id,Problem_Description,Problem_Solving_Status,Specialist_Id
from Problem
where Problem_Solving_Status='Unsolved'

Conclusion

A computer system has been created to log and track the helpdesk queries for this
AEG IT helpdesk system. This system has increase the company efficiency, because system

20
analyst could determine the condition of equipment such as hardware and software. System
analyst also can receive latest update by checking the IT helpdesk to see whether need to
implement any update or repair the hardware equipment or software.

In addition, staff also benefited from this AEG IT helpdesk system, because to the
efficiency increasing, they would not stuck in IT based problem for a long time just like in
the previous time. Other than solving IT based problem, specialist also provided some
specialized training skill to skill when needed.

In conclusion, this AEG IT helpdesk system has bring a huge positive impact to the
whole company, and it was hope to be expand in the future. Therefore, this facts prove that
database system are very useful in real life. If database system can be used in peoples real
life, it could bring huge positive impact to human society.

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