TNTU – Olympia College B.Sc.

in Computer Systems Engineering (Business Computing)

THE NOTTINGHAM TRENT UNIVERSITY

WORLD EDUCATION COUNCIL

ONLINE WEB HELPDESK TICKETING SYSTEM

GANESAN

SEPTEMBER 2009

PROJECT REPORT IN PART FULFILLMENT OF THE

REQUIREMENTS FOR THE DEGREE OF BACHELOR OF
SCIENCE WITH HONOURS IN COMPUTER
SYSTEMS ENGINEERING (BUSINESS COMPUTING)
Online Web Helpdesk Ticketing System 1
TNTU – Olympia College B.Sc. in Computer Systems Engineering (Business Computing)

THE NOTTINGHAM TRENT UNIVERSITY

OLYMPIA COLLEGE

COMPUTER SYSTEMS ENGINEERING (BUSINESS COMPUTING)

ONLINE WEB HELPDESK TICKETING SYSTEM

GANESAN

SEPTEMBER 2009

PROJECT REPORT IN PART FULFILLMENT OF THE

REQUIREMENTS FOR THE
DEGREE OF BACHELOR OF SCIENCE
WITH HONOURS IN COMPUTER SYSTEMS ENGINEERING
(BUSINESS COMPUTING)

Online Web Helpdesk Ticketing System 2

TNTU – Olympia College B.Sc. in Computer Systems Engineering (Business Computing)

ONLINE WEB HELPDESK TICKETING SYSTEM

By

GANESAN

Project report in part fulfilment of the

Requirements for the
Degree of Bachelor of Science
With honours in computer systems engineering
(Business computing)

The Nottingham Trent University

SEPTEMBER 2009

…………………………….. ……………………………
Ganesan Mr.L.RAJASEKARAN
Index No: Supervisor
I/C No:

Online Web Helpdesk Ticketing System 3

TNTU – Olympia College B.Sc. in Computer Systems Engineering (Business Computing)

Abstract
Online Web Helpdesk Ticketing System is a system which helps us to monitor and
control for various issues and bugs from customers and clients. This is an online system
which can be accessed from the world anywhere. There are two users in the system;
admin and user.

The admin can perform all the functions through the system which could be done by
normal user. However, there are some additional functions could be done by admin user.
Admin could manage all the users, such as add new user, delete the existing users and so
on. Admin can assign bugs to the user as well and also admin can change the status of the
bugs. For instance, if the bug is emergency, then admin can change as severity. There are
many statuses of the bugs, such as reproducibility, severity, priority and so on.

The normal users can perform many functions and those are view bugs, report bugs,
summary, search bugs and so on. Normal user also can solve bugs according to the bugs
priority and status. Once the normal user find the bugs and correct immediately the user
must update through the system.

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TNTU – Olympia College B.Sc. in Computer Systems Engineering (Business Computing)

Acknowledgement

I would like to express my gratitude to my supervisor Mr. L. Rajasekaran who

contributed his time and knowledge in guiding me to complete project successfully. He

always helped and responded quickly to the questions posted to him regarding the

project.

I would also like to thank the Olympia College staff and lecturers who contributed and

helped me either directly or indirectly to complete my subjects and project.

I would also like to thank my current working company employees, because I have

gathered all the details from them in order to complete this project. In particular, I would

like to thank Mr.Ramachandran because he has been patient in taking the time and

answering the questions regarding the system. She has also offered her expertise and

opinions about the system. These thoughts and advises has been very beneficial to my

system.

Last but not least, I thank my friends who have given their support and acted as my pillar
of strength in successfully completing this project.

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TNTU – Olympia College B.Sc. in Computer Systems Engineering (Business Computing)

Contents

Page No
Abstract i
Acknowledgement ii
Contents iii
1. Introduction 1
1.1 Introduction 1
1.2 Background to the problem 1
1.3 Objectives of the proposed problem 2
1.4 Scope and boundary of the proposed system 4
1.5 Conclusion 5
2. Limitations 6
2.1 Introduction 6
2.2 Overview of the existing system 6
2.3 Problems with the existing system 7
2.4 The implications of existing system 7
2.5 Proposed system 8
2.6 Benefits of the proposed system 9
2.7 Conclusion 11
3. New Ideas 12
3.1 Introduction to the proposed system 12
3.2 Project aims and objectives 12
3.3 Project scope 13
3.4 Nature of challenge 14
3.5 Conclusion 16
4. Software development 17
4.1 Introduction 17
4.2 The stages of SDLC 17
4.3 System analysis 19
4.3.1 Introduction 19
4.3.2 Why should the information system be changed? 19
4.3.3 Formulating the problem 20
4.3.4 Preliminary investigation and system analysis 21
4.3.5 Determination of system's requirements: Analysis phase 24
4.3.6 Interviews 25
4.3.7 Questionnaires 28
4.3.8 Record reviews 31
4.3.9 On-site observation 31
4.4 Design and specification 32
4.4.1 Introduction 32
4.4.2 Functional and non-functional requirements 35
4.5 Hardware requirements 36
4.6 Data flow diagram 36
4.6.1 Introduction 36

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TNTU – Olympia College B.Sc. in Computer Systems Engineering (Business Computing)

4.6.2 Data flow diagram 41

4.7 Entity-relationship diagram 42
4.7.1 Introduction 42
4.7.2 Basic constructs of E-R modelling 42
4.7.3 Entity relationship diagram 46
4.8 Deployment diagram 47
4.8.1 Introduction 47
4.8.2 Deployment diagram 48
4.9 Use case diagram 49
4.9.1 Introduction 49
4.9.2 Use case diagram 50
4.10 Software requirements 51
4.12 Justification for the software used 51
4.12.1 Introduction to PHP 51
4.12.2 The advantages of PHP 54
4.12.3 Major features of PHP 56
4.12.4 My SQL 58
4.13 JavaScript 63
4.13.1 Features of JavaScript 64
4.14 HTML 64
4.15 CSS 64
5. Results and discussion 65
5.1 Introduction 65
5.2 Testing the application 67
5.3 Documentation 69
5.4 Installation and evaluation 70
5.5 Site preparations 71
5.6 Training 71
5.6.1 Possible training source 72
5.7 System conversion 73
5.8 Implementation and evaluation 75
5.9 Sample Interface 77
5.10 Sample Coding 82
6. Conclusion 90
6.1 Reliability on research study 90
6.2 Conclusion 90
Bibliography & references 91
Appendix A – Data Flow Diagram 94
Appendix B – Entity Relationship Diagram 95
Appendix C – Use Case Diagram 96
Appendix D – Deployment Diagram 97

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