Online Helpdesk System

System Analysis and Design CE00308-1 Group Assignment
Page 1 of 113
Level 1 Asia Pacific Institute of Information Technology 2014
ACKNOWLEDGEMENT
To acknowledge and thank every individual who directly or indirectly contributed to this venture personally it would require an inordinate amount of time. We are deeply indebted to many individual, whose cooperation made this job easier. We are thankful and express our sincere gratitude to APIIT SD INDIA, Panipat for providing us an opportunity for fulfilling our most cherished desire.
We avail this opportunity to express our gratitude to our friends for their support and encouragement throughout project. We feel it is as a great pleasure to express our deep sense of profound thank to Module Lecturer Mr. Ankur Singla. He guided us at every step and also encouraged to carry out the project.
Lastly we would like to thank all those whose names may not have appeared here but whose contribution has not gone unnoticed.
Thanking you:
Jayant Gope (PT1282240)
Puneet Dawar (PT1282244)
Rakhee (PT1282257)

Page 2 of 113
TABLE OF CONTENTS
1. Introduction ............................................................................................................................ 4
2. About AirNet Broadband ....................................................................................................... 6
3. Problems in the Chosen System and Their Solution .............................................................. 7
4. Feasibility Report ................................................................................................................. 10
4.1 Technical Feasibility ...................................................................................................... 11
4.2 Operational Feasibility ................................................................................................... 14
4.3 Operational Feasibility ................................................................................................... 17
4.4 Schedule Feasibility ....................................................................................................... 21
4.4.1. Work Load Matrix .................................................................................................. 21
4.4.1. Dependency Chart .................................................................................................. 22
4.4.2. Gantt Chart ............................................................................................................. 24
5. Methodology Chosen ........................................................................................................... 26
6. Requirement Analysis and Specification ............................................................................. 27
7. Selection of Investigation Techniques ................................................................................. 33
8. Process Modeling ................................................................................................................. 40
8.1. Context Diagram ....................................................................................................... 41
8.2. Data Flow Diagram (DFD Level- 0) ......................................................................... 42
8.2.1. Operator’s DFD (Level- 0) ..................................................................................... 42
8.2.2. Manager DFD (Level- 0) ........................................................................................ 43
8.2.3. Customer’s DFD (Level- 0) ................................................................................... 44
8. Data Modeling ..................................................................................................................... 45
8.1. Individual ERD’s (Entity Relatioship Diagram) ....................................................... 46
8.1.1. Operator ERD ......................................................................................................... 46
8.1.2. Manager ERD ......................................................................................................... 47

Page 3 of 113
8.1.3. Customer ERD ....................................................................................................... 48
8.1. Combined ERD ......................................................................................................... 49
9. Screen Design (Storyboards of the Helpdesk) ..................................................................... 50
10. Physical Design (Snapshots of the Helpdesk) ................................................................... 83
11. References ........................................................................................................................ 112
12. Appendix .......................................................................................................................... 113

Page 4 of 113
1. INTRODUCTION
A system is an interrelated set of business procedures (or components) used within one business unit, working together for some purpose or goal. The organizational purpose of that particular system may be for profit or it may be a non-profit entity.
Valacich et al (2012)
This assignment deals with the System Analysis & Designing for a company with a large IT function, which is setting up an IT Helpdesk to handle the problems concerning the IT systems. Thus, for the above assigned work, we are required to choose a domain on which we are supposed to implement the assignment. Therefore, as a domain we have chosen a company “AirNet Broadband”, it’s an Internet service provider (ISP) company which provides internet services throughout the India. It operates across 87 cities, helping their customers stay in touch with friends & family through high speed internet connection.
Since, we are required to develop an IT Helpdesk for “Airnet Broadband. And we know that a help desk is a service intended to provide the customer or user with information and support related to a company products and services. The purpose of a help desk is usually to troubleshoot problems and provide guidance about the product. Thus, we have conducted Preliminary investigation and determined the requirements of the system. Further, we have analysed the current existing system and related the findings with the problems.
The assignment reflects the use of SDLC (System Development Life Cycle) approach. We have discussed the investigation technique applied to collect the actual information.
Feasibility study has also been conducted including all its components (Technical, Operational Schedule and Economic) and a report is also prepared for the same. Also, the Modeling Techniques (Process Modeling and Logical Data Modeling) are used and in accordance to that, Data Flow Diagrams (Context Diagram, Level-0) and ERD (Entity relationship diagram) are developed.

Page 5 of 113
Using discovered details our team has proposed an IT help desk. The proposed system is assumed to be the best in terms of all the perspectives. Also the records are now saved properly and the queries easily saved for future use as well as enhancement.

Page 6 of 113
2. ABOUT AIRNET BROADBAND
Since, we have chosen a company “AIRNET Broadband” as our domain. This is an Internet service provider (ISP) company which provides internet services throughout the India. Airnet Broadband connection provides broadband services. Airnet operating across 87 cities help their customers stay in touch with friends & family through high speed Airnet internet connection. The Airnet Broadband connection also offers high-speed broadband with exceptionally high rated performance in its class.
Airnet internet provides both capped as well as unlimited download plans. It has a maximum speed 16Mbit/s available for home users. Airnet Internet has over three million wired customers, of which nearly forty three percent are internet subscribers.
Now, Airnet Broadband wants to provide a helpdesk for the consumers so that, they can provide better services to their customers. Thus, we are designing a helpdesk for Airnet Broadband.

Page 7 of 113
3. PROBLEMS IN THE CHOSEN SYSTEM AND THEIR SOLUTIONS
Problems: What will be the problems if there will be no online helpdesk for Airnet.
1. The operator might have to face problems, related with recharge and payment issues.
Sol: - In many cases the operator might have to face problems like, for example some customer says that he/she already recharged his product but the services has not been activated yet, in such case the operator needs to check the transaction details and match with the customer product ID and get this problem solved for the customer.
2. The customer will not be able to opt for the best services according to his/her requirements.
Sol: - If there is no helpdesk then the customer will not be able to know which services like line broadband / wimax is better for him/her. The operator can resolve this issue easily by providing the most efficient service according to the customer’s need.
3. The customer can face a problem of slow internet connectivity.
Sol: - The connection between the main server and the client may have become weak if using a wimax connection. This problem can be resolved by the operator by fixing the signal.
4. In absence of helpdesk the manager will have to record the entire data and important information manually.
Sol: - In presence of online Helpdesk, there is no need to record the important data and information manually, it can be automatically recorded by the use of some helpdesk software and the data and information might also be safe if it is recorded electronically.
5. The customer will not be able to perform online recharge or online payment, in the absence of help desk.
Sol: - With the help of helpdesk a customer can recharge its Airnet Broadband subscription by using their credit/debit card without even going through the shops and agents. Even customer can buy a product or services directly from the helpdesk and make an online payment conveniently. Thus, in presence of helpdesk the customer knows the authorized way to get the products and services conveniently.

Page 8 of 113
6. The customers will not have the access to the product details and latest offers.
Sol: - The existence of helpdesk provides the product details in a broad view to the customers and attracts them showing latest offers. With the help of helpdesk the customer can have full access to the product particulars and the latest offers associated with it. The customers can even buy the products and services directly with the helpdesk.
7. If there will be no helpdesk, the customers will not get 24 x 7 supports to their problems.
Sol: - The presence of helpdesk can benefit the consumers because it can be available for 24 hours a day and 7 days a week, even in the weekends, unlike most company offices. Additionally, a web based connection is convenient and accessible from virtually anywhere at any time.
8. If the customer resides to the place where there is no customer care facility nearby, then the customer may have to suffer from large consequences due to his/her problem.
Sol: - Online support or helpdesk is often much more cost effective than other support services because the customer as well as company does not have to go anywhere to solve a particular problem. In absence of helpdesk, if suppose a person resides to a place where there is no customer care facility nearby, then he/she may have to travel large distance to get to solve his/her problem, which may involve spending money, time and may suffer from mental harassment and many more consequences, though with the help of helpdesk same person can get solution to his/her problem within hours, without such consequences.
9. If the customer wants to attach a WiFi device with his broadband connection.
Sol:- In presence of helpdesk the customer will get the proper idea of how to connect the WiFi Router to his/her current connection so that he can access the Internet wirelessly for this problem the customer needs to get technical advice from the helpdesk operator.

Page 9 of 113
10. Manager might have to face problems regarding uninterrupted or error free internet connection.
Sol: - No one can control all of the interconnections between the various networks, and any network failure may be outside the control of the ISP. An ISP needs to make sure that in its terms and conditions it makes it clear that it does not give any guarantee that the service it provides will be uninterrupted or error-free. In such cases the manager have to deal in such issues.

Page 10 of 113
4. FEASIBILITY REPORT
 Feasibility Study
A feasibility study is an evaluation tool that helps to determine the profitability of the certain idea. The evaluation is done on the basis of the past or the existing information that’s needs to be projected in the future. It is an analysis that evaluates one or more potential action steps and recommends how the organization should proceed. In simple words the feasibility study can be defined as the preliminary study that is being conducted to examine whether a certain project is capable of being done in a practical and useful way or in another words in an efficient and effective way. The outcome of this study helps to make a decision that, whether to proceed with the project or not.
 Purpose/Uses of a feasibility study As an evaluative tool, feasibility study is used for variety of purposes. Some of the objectives behind the feasibility study are –
 It evaluates the profitability of a business.
 It helps to examine the benefits to be gained in the expansion of the business.
 It reduces the potential risk of failure, for the project.  To discover what possible problems that can occur during the project.
 Based on those problems, analysis is done and best possible alternative solutions are designed and recommended.
 The best alternative solution is also formed.
 It enables to identify the critical issues and critical resources of the project.
 It evaluates the benefits from new methods of production, technology, or machinery.
 It estimates the cost, identifies any expected benefits.
 It also estimates how long the project will take and outlines any potential difficulties.

Page 11 of 113
 Components of Feasibility Study
There are basically four components, which are –
i) Technical Feasibility
ii) Operational Feasibility
iii) Schedule Feasibility
iv) Economic Feasibility
i) Technical Feasibility: -
A system request is technically feasible if the organization has the resources to develop or purchase, install and operate the system. Since, system technically requires hardware, software, network, and people involved in completing the IT Help Desk. Thus, when assessing technical feasibility we need to ensure that, whether the required technology is available or not and whether the required resources for the system are available in terms of manpower and equipment. The organization must have technical expertise, if it doesn’t, it has to be acquired. The proposed system should also be capable enough to match-up with the future needs. It should be flexible and can support expandability.
Cashman (2004)
The technical feasibility is also concerned about hardware and software platform availability and hence its reliability is also relevant. It should be adaptable with any kind of information system. Overall, the combination of hardware and software should deliver adequate performance. Importantly, the system must be able to handle the projected growth of the organization in the future.
Systems Technical Requirements: -
The systems technical requirements related to hardware, software, network and people involved in completing the IT Helpdesk are as follows:

Page 12 of 113
Hardware Requirements: -
Category
Product Type
Product/Details
Primary Hardware
PC
Desktop PC
Network Devices
Networking
 Routers
 Home Network Setup (Hubs, Switch’s)
 Hub
Telecommunication Devices
Communication
 Telephones
Table 1
Software Requirements: -
Category
Product Type
Product/Details
Software’s for Setup, Installation and Configuration Purposes
Internet Browsers
 Mozilla Firefox
 Google Chrome
Office Suites
 MS office Suite
Word Processing
 Microsoft Word
 Microsoft Works
Spreadsheets
 Microsoft Excel
Presentations
 Microsoft PowerPoint
Relational Database
 Microsoft Access

Page 13 of 113
Desktop Publishing
 Microsoft Publisher
Graphics
 Microsoft Visio
 Microsoft Front Page
 Microsoft PowerPoint
Financial Applications
 Microsoft Money
Desktop Converters
 Adobe Acrobat/ Reader
 Adobe Dreamweaver
CD/DVD Creation
 Adaptec Easy CD Creator
 Roxio Easy CD Creator
 Nero Multimedia Software
Operating Systems and Server Connectivity
Desktop PC’s
 Windows 8
Server Connectivity
 Windows Server 2012
Security
Anti-Virus and Spyware Programs
 F-Secure Internet Security Suite
 Microsoft Security Essentials
 McAfee Antivirus and ToPs
Table 2
People:
 Manager
 Network Administrator
 Operator
 Technical Advisor

Page 14 of 113
ii) Operational Feasibility: -
Operational feasibility is a measure of how well a proposed system solves the business problems of the organization and how it satisfies the requirements identified in the requirements analysis phase of the system development. In other words, assessing operational feasibility will allow us to gain a clear understanding of how as Information System (IS) will fit into the current day-to-day operations of the organization.
This is probably one of the most difficult feasibility to interpret. In order to determine this feasibility, it is important to know whether the management is committed to the proposed system or not. If the request was initiated by management, means there is management support and likely the system will be accepted and used. However, it is also important that the employee base will be accepting of the change.
Operational Feasibility can be computed in various frameworks but we will be analyzing it by using the PIECES framework. PIECES refer the top six frames to measure the operational feasibility of the system.
i. P - Performance:
It determines whether the system provides adequate throughput and response time or not. In our case (online Helpdesk of an ISP Company), the implementation of the new system will result in better management because earlier, most of the work was done manually, so the throughput, which refers to the amount of work completed within a given time was not very good. But after the implementation of our proposed system, the throughput is definitely going to increase because the entire work in our proposed system will be done with the help of computers, which can make things very fast.
The system would consume less time in keeping view to the customers as well as the employees. The customer will get response to their queries and problems much faster as compared to the earlier manual system. Also the help desk operators can solve ample of problems in a limited time and send the solution to the respective e-mails and problem

Page 15 of 113
numbers of the customers. Hence, the proposed system increases the performance of the organization.
ii. I – Information:
It determines whether the system provides end users and managers with timely, pertinent, accurate and usefully formatted information or not. In proposed system, all the records will be maintained in a database against a unique Registration ID, thus it can be accessed any time and all fields of a particular record can be searched about. Also it will provide the meaningful and accurate data to the users.
With the help of proposed systems, the customers as well as the IT HELP DESK operators can also check the whole information regarding any problems. The operator can check the previous solution for any problem happened before that time. There is also a record for all callers’ id and there is also a corner for the problem number by which a customer can check their solutions within time.
iii. E – Economic:
It determines whether the system offers adequate service level and capacity to reduce the cost of the business or increase the profit of the business or not. On setting up of the proposed system, manual work will be reduced and will be replaced by an IT savvy approach. Since, our system is completely software based and it does not require any other hardware except for the computers in which the software will be implemented.
Thus, at the starting time it will cost but after that, it will be very useful to the company in terms of advertisement and the services. Although the initial purchase, training and installation will charge some cost but it will be recovered in a matter of few years with the benefits and cost savings that it will bring with it. Also it involves lesser manpower and capable of handling more orders leading to more profits.
Moreover, it has also been shown in the economic feasibility report that the recommended solution is definitely going to benefit the organization economically in the long run.

Page 16 of 113
iv. C – Control:
Control refers to the security and guarantee that the system will provide against the fraud and embezzlement of data and information. After the deployment of the proposed system, the data will become completely secure, as the entire data will be kept password protected, which will only be accessible by the authorized persons. So, there will be no fear of data being lost or unauthorized data access and manipulation. And since, the data will be saved in a central database separate from individual workstations. The system will also provide the backup of the data.
v. E – Efficiency:
Efficiency refers to the ability of the system to make full use of the resources available to it along with giving full output. The proposed system will be fully automated and will make full use of the resources available to it. All the people involved in running the system will be making full use of all its facilities that the system will provide. The system will provide a lot of features which will help in collecting and retrieving data to and from the system very easily.
In the proposed system the operator will be dealing with the queries and problems of the customers to get to be solved quickly, meanwhile they will be using the available resources so that they can reply to the customers in specific time by email or by phone. There are also the facilities for telecommunication which can be used by the operators to contact the experts, if any problems get not fixed by them. The system is also capable of receiving payments through the MasterCard visa or credit cards. Thus, the proposed system will be making the maximum use of the available resources, including people, time, and flow of forms.
vi. S – Services:
It determines whether the system provides desirable and reliable services to those who need it and also whether the system is flexible and expandable. The proposed system is very much flexible and we can incorporate various related components to it for better efficiency and performance of the organization.

Page 17 of 113
iii) Economic Feasibility: -
A System request is economically feasible if the projected benefits of proposed system outweigh the estimated costs involved in developing or purchasing, installing and operating it. The Proposed System should reduce cost and provide benefits. Economic feasibility evaluates the scope and areas where the reduction in the cost can be made and to what extent. It also deals about increased revenue for the company.
Cashman (2004)
The newly proposed system should result in more information or produce better results. Apart from financial benefits, economic feasibility also analyses the growth in customer service and satisfaction. In economic feasibility, the most important is cost-benefit analysis. As the name suggests, it is an analysis of the costs to be incurred in the system and benefits derivable out of the system. Economic analysis is used for evaluating the effectiveness of the proposed system.
Cost can be one time or continuing and can be incurred at various times during project development and use. To determine economic feasibility, the analyst needs to do cost-benefit analysis.
Costs Classifications:
i. Tangible / Intangible costs
ii. One time / Recurring cost
iii. Fixed / Variable costs
i. Tangible / Intangible Costs
 Tangible Costs
Tangible costs are the costs that are associated with an actual product or service. Tangible costs can be measured in terms of dollars and certainty includes such as hardware cost, labour cost operational cost such as employee training and building renovations.

Page 18 of 113
 Intangible Costs
Intangible costs are usually relates to subjective values depending on the situation. Intangible cost can be considered as loss of customer goodwill, employee morale and operational inefficiency.
Hardware requirements for the proposed system
S. No.
Hardware
Price per unit
Quantity
Amount (in Rs.)
1.
Desktop PC’s
30000
2
60000
2.
Routers
2400
1
2400
3.
Switch
750
1
750
4.
Hub
1900
1
1900
5.
Web Space Domain
2000
1
2000
6.
Server Rent
3000
12 Months
36000
7.
Telephones
3200
2
6400
Total Cost
1,09,450
Table 3
Software requirements for the proposed system
S. No.
Software
Price per unit
Amount (in Rs.)
1.
MS office suite
6300 per year
6300
2.
MS Money Suite
3100
3100
3.
MS Visio Suite
5000
5000
4.
Winfax Pro
6200
6200
5.
Windows 8 OS
6750
13500

Page 19 of 113
6.
Windows Server 2012
31000
31000
7.
F-Secure Internet Security Suite
3700
7400
8.
McAfee Antivirus and ToPs
1500
3000
Total Cost
75,500
Table 4
ii. One time / Recurring cost
 One Time Cost
One-time costs are the costs that are incurred only once at a time, when the system is developed or acquired. It involves System Development, New Hardware/software purchase, initial User training and Site preparation etc.
 Recurring Cost
Recurring cost are the costs that are incurred after the system is implemented and continue while system is in use. It involves Application software maintenance, Incremental data storage expenses, Incremental communications, Consumable supplies and other expenses.
S. No.
Operational Expenses
Amount (Per Annum) in Rupee
1.
Operator Salary
1,80,000
2.
Manager Salary
2,40,000
3.
Training
5,000
4.
Maintenance
6,000
5.
Software License
10,000
6.
Miscellaneous
10,000
Total Cost
4,51,000
Table 5

Page 20 of 113
iii. Fixed / Variable Cost
 Fixed Cost
Fixed costs are costs that are independent of output. These remain constant throughout the relevant range and are usually considered sunk for the relevant range (not relevant to output decisions). Fixed costs often include rent, buildings, machinery, etc. These costs are relatively constant and do not depend on a level of activity or effort.
 Variable Cost
Variable costs are costs that vary with output. Generally variable costs increase at a constant rate relative to labour and capital. Variable costs may include wages, utilities, materials used in production, etc.
S. No.
Services
Amount
Amount (in Rs.) per annum
1.
Internet Charges
5000 per month
60,000
2.
Telephone Charges (Approx.)
4000 per month
48,000
3.
Papers (for Printers and Fax)
1000 per month
12,000
4.
Ink Cartridges
500 per month
6,000
Total Costs
1,26,000
Table 6
Thus, total system development costs is –
Hardware requirements cost + Software requirements cost + Operational Expenses + Fixed / Variable cost = 1, 09,450 + 75,500 + 4, 51,000 + 1, 26,000
= 7, 61,950

Page 21 of 113
iv) Schedule Feasibility: - Schedule feasibility is defined as the possibility of a project being completed within its scheduled time frame. If the project has a high probability of completion by the desired due date, then schedule feasibility is considered to be high.
The proposed system is not very hard to conceive and neither is it very hard to design and implement. If everything goes as per plan then the work can be completed well before the deadline and even with minor delays, the project is not going to be affected and the deadlines can be easily met. This is done keeping in mind at the same time the organizational constraints that may be imposed during the development of the project. Schedule Feasibility also contains the estimated time taken to complete the project.
In our schedule feasibility report there contains:
i. Workload Matrix
ii. Dependency Chart
iii. Gantt Chart
i. Workload Matrix :-
The workload matrix has already been provided at the beginning of the report.

Page 22 of 113
ii. Dependency Chart :-
Figure 1- Dependency Chart (Part – 1)

Page 23 of 113
Figure 2- Dependency Chart (Part – 2)

Page 24 of 113
iii. Gantt Chart :-
Figure 3 – Gantt chart Part – 1

Page 25 of 113
Figure 4 – Gantt chart Part- 2

Page 26 of 113
3. METHODOLOGY CHOSEN
A good software project is the result of a proper structured development methodology followed by all those involved in the project. Hence, we too decided to use a recognized development methodology to handle our project. The methodology we decided to use was the Structured System Analysis and Design Methodology (SSADM).
 SSADM methodology is chosen because –
 We are asked to provide a highly structured document with rules, guidelines and standards in our assignment, which can only be possible with SSADM.
 We are asked to develop a high quality system at the end of the project.
 We are asked to prepare a feasibility report (Operational, Technical, Economical and Schedule), which is one of the phases of the SSADM.
 The phases of SSADM are asked to be written in our assignment, such as Feasibility report, Requirement analysis, Requirement specification etc.
 We are required to prepare a SRS (Software Requirement Specification) in our assignment, which acts as an input to the logical design.
 And, the logical design is converted to a design that fits the computer hardware and software selected which is known as physical design and is one of the phases of SSADM.
 We are asked to make use of modelling techniques such as logical data modelling in order to create an entity relationship diagram. Also, Data flow modelling in order to create Data Flow Diagrams (DFD).
Thus, for the above discussed reasons, we had chosen SSADM Methodology.

Page 27 of 113
4. REQUIREMENT ANALYSIS AND SPECIFICATION
Tasks of the Operator
1. Login
The operator needs to login to the helpdesk website in order to check the work that has been assigned to him by the manager. In this process the operator have to enter the username and password provided to him/her. This task ensures that, an authorize person is providing the solutions to the problems of customers.
2. Updating FAQ’s (Frequently Asked Questions)
Updating the FAQ’s (Frequently Asked Questions) and self-help documents to the website, so that the customers can try to fix their problems and get answers to their questions by themselves.
3. Handle Problems and queries. The task is to determine the source of the problem and troubleshoot the problems registered by the customer by providing appropriate solutions, also to provide the answers of the queries of the customers.
4. Reporting to the manager
The operator has to provide daily reports to the manager regarding solved problems, problems which are pending to be solved, what kind of problems are arising frequently also the operator has to forward the unsolved problems to the manager, so that the manager can manage such problems.
5. Online chatting
The task is to provide online help to the customer’s via online chatting service and assisting them with the customization and adaptation of existing programs to meet users' requirements.

Page 28 of 113
6. Sorting problems according to their priority and Order.
The task is to sort the problems registered by the customer according to their priority and requirements. As the problems will be sorted, the operator can solve the problems according to the requirements and demands of the customers.
7. Attend Training
Operator has to be up to date with the latest problem solving techniques and b aware with the changes taking place in the market and to be cop up with this, operator needs to attend training.
8. Install appropriate software and hardware
The operator has to identify the hardware and software needed to provide solutions to problems effectively. Also, the operator has to keep the helpdesk software up to date, so that the entire data of the helpdesk would be secure and the system can perform well.
9. Providing solutions in a specified time frame.
The operator has to provide the solutions to the problems in a specified time frame, so that the customer faces no more difficulties regarding the problems.
10. Analysis of feedback.
The operator has to analyse feedbacks of the customers, so that it can be figured out whether the customers are satisfied with the work of helpdesk or not and can adapt to the situation accordingly.

Page 29 of 113
Tasks of Customer
1. Registration
If customer like opportunity of service or want to become part of service then he has need to register their all details for log in into help desk.
2. Login
Login process perform for enter into help desk to register complaint or any query for that customer enter username or password.
3. Check FAQ’s for solving the problems by themselves.
Customer checks FAQ’s later on also for same problem happen earlier. Through this customer has no need to write again and again complaint for same problem.
4. Registering Complaints
Customer registers complaint for the problem he/she facing during work or also other problem related to services.
5. Tracking Complaint Status
Customer can track the complaint and order made by him/her regarding further improvement in it.
6. Viewing solutions of the registered complaints.
Customer can view the solutions to the registered complaints.
7. Viewing product details.
Customer can view product details. Such as, New Offers, New Services, New Recharge Plans etc.
8. Check for updates.
Customers can check for updates regarding his/her connection.

Page 30 of 113
9. Online Chatting.
Customer can chat with the operator for the instant solution to the problems.
10. Provide feedback to the help desk.
Customer can ask for provide feedback to the help desk on the basis of the services he/she received or response timing or on the basis of customer satisfaction.

Page 31 of 113
Tasks of the Manager
1. Login
The manager needs to login to the website of the helpdesk, in order to assign the problems to the operator.
2. Segregation of Tasks
Distribution of tasks is must be properly distributed to each and every member within the organization. All the computers must be shared with each other so that we can view the tasks of one another.
3. Ensures every problem to be solved
Manager keeps a track and reports of the issues provided by the customers. Manager ensures that not even a single issue or problem go unnoticed by the operators.
4. Checks the deadlines
Manager ensures that the issues must be handled promptly and be solved as soon as possible. check the deadline of returning the product that in case of customer is facing problem repeatedly in his/her device , then what should be the step taken by the Manager in favour of the customer to meet the satisfactory level of Customer
5. Feedback Overview.
The Manager needs to overview the feedbacks of the customers, so that he can manage the helpdesk efficiently.
6. Maintain Complains (query)
The manager maintains the complaints such as Type of problem, Solved and unsolved problems, time required to solve the problem.
7. Providing answers of unsolved problems to the operators
Manager can help the operators as well customers by providing a knowledgebase which will help the operators to handled customer’s problems efficiently and the users by solving the issues by their own.

Page 32 of 113
8. Maintains the records
Manager keeps the hard & soft record of the customer reports, bills, issues registered as per the customer details. All records are store in helpdesk data store.
9. Verification of records of the customers
Manager ensures that no customer must register more than a single time as manager holds the record of all the registered ID’s as well as login informations. As a Manager, We can check the solution, validation of the solution provided by the operator just to ensure that whether the solution of a particular problem finally meet the satisfactory level of the customer or not.
10. Recommendation on Training.
Manager seems the operator that he is not doing his job properly, he always faced problem while solving the solution of some problem then Manager can recommend training to the operator.

Page 33 of 113
5. SELECTION OF INVESTIGATION TECHNIQUES
i) Questionnaire
Questionnaire consists of series of standard questions that is presented to specific group of people to obtain their response on the topic and form statistical report based upon the result. This technique is very widely used all over the world by big firms.
Advantages:-
 Quick and easy to manage
 We can gather vast information in short time using Questionnaire
 Questionnaire method is quite cheap
 Questionnaire method is not interrupting and bothering in nature. Respondent can freely and comfortably fill them up at his time of comfort. There is no urgency added to it.
Disadvantages:-
 Individual may return incomplete questionnaire
 Low response rate because skeptical administration is not done
 Quality of information gather is not adequate sometimes
 People may fill in wrong information
ii) Observation
In this method a trained analysis expert or technically sound person personally observes the surrounding and based upon his observation a report is submitted.

Page 34 of 113
iii) Interview
Interview method is face to face interaction between interviewer and interviewee. The information gathered from this method is very precise and detailed.
Advantages:-
 If the respondent lacks reading skills to answer a questionnaire then Interview will prove useful.
 Interviews produce a higher response rate.
Disadvantages:-
 The interviewee may provide manipulated answers.
 It is time consuming
Selected Method - Questionnaire
After critically analyzing the scenario presented, and checking the requirements of the system, our analysis team believes that questionnaire is the best possible method to gather more detailed information. The reason for selection is explained below: -
 Cost Effective Method- Questionnaire is more economical compared to other investigation gathering techniques.
 Easy to Handle- The information gathered from questionnaire method can be easily tabulated to have a collective result graph thus, it is easy to handle.
 Time saving- Questionnaire method is time saving compared to any other methods available.

Page 35 of 113
QUESTIONNAIRE
SECTION A
PERSONAL DETAILS
Name:
Age:
Email:
Contact No.
SECTION B
Survey Questions
OPERATOR
1. How long do you take to update the FAQ’s on the website? (Operator – 2)
□ Within Hours
□ In a Day
□ In 2-3 Days
□ In a Week
2. How long you take to troubleshoot the problems and queries of the customers? (Operator–9)
□ Immediately
□ 4 – 5 working hours
□ In a Day
□ 2 – 3 Days

Page 36 of 113
3. How do you troubleshoot the problems of the customers?
□ By Chatting
□ Over the Telephone
□ By Visiting the Customer
□ Others
4. Do you attend Training? (Operator – 7)
□ Regularly (In a month)
□ Sometimes
□ Occasionally
□ Never
5. Do you find the feedbacks provided by the customers are useful to you? (Operator – 10)
□ Definitely Useful
□ Slightly Useful
□ Hardly Useful
□ Not Useful
CUSTOMER
6. On which basis you provide feedback?
□ On operator’s answer basis
□ Service providing basis
□ Duration of problem solving basis
□ Solution basis
□ All the above basis

Page 37 of 113
7. What are the different ways for registering the complaints?
□ E-mails
□ Online
□ Telephone
□ Log in
8. What are the different ways of giving feedback response?
□ Manually
□ Through telephone
□ Submitting feedback form
□ Just in writing
□ All the above
9. What kind of response services given by ISP in 24 hour service?
□ Quick response
□ Late response
□ Taking little bit time
□ Reliable / not fix
□ All the above
10. Which language use to clear doubt without hesitation on help desk?
□ English compulsory
□ Hindi compulsory
□ Choice

Page 38 of 113
□ Tamil compulsory
□ All the above
MANAGER
1) To whom does the central IT help desk Manager report?
□ Head of a central IT Service area.
□ Other IT Supervises.
□ Non-IT Management.
□ None of these.
2) How will you approach to operator regarding problem issues?
□ Through Verification and Validation of Tasks.
□ Viewing of queries.
□ Planning.
□ Monitoring.
3) If operator is not enough capable of solving some problem, then as a Manager what can u do?
□ Changing the operator.
□ Recommend training to the operator.
□ None of these.
4) How will you manage the Data Tracking System?
□ Login Id.
□ Feedback.
□ Through Data Base.

Page 39 of 113
□ None of these.
5) Are you able to check the deadline of returning the product that in case of customer is facing problem repeatedly in his/her device , then what should be the step taken by the Manager in favour of the customer to meet the satisfactory level of Customer ?
□ Replacement of product.
□ Problem undefined.
□ Time increases for the sake of being repaired the product.
□ None of these.

Page 40 of 113
6. PROCESS MODELING
Process modeling involves graphically representing the processes, or actions, that capture, manipulate, store, and distribute data between a system and its environment and among components within a system. A common form of a process model is a data-flow diagram (DFD). A data-flow diagram is a graphic that illustrates the movement of data between external entities and the processes and data stores within a system.
i) Context Diagram :-
A data-flow diagram of the scope of an organizational system that shows the system boundaries, external entities that interact with the system and the major information flows between the entities and the system.

Page 41 of 113
0
An ISP Online Helpdesk
System
Customer Manager
Operator
Solve unsolved Problems
Handle Problem and Queries
Report to Manager
Attend Training
Update FAQ’s
Login
Install appropriate software
and Hardware
Online Chatting
Feedback Analysis
Sort Problems
Segregate Task
Maintains Records
Login
Verification of Customer Records
Analyze Feedback
Overview Reports
Recommends for Training
Look for Updates
Check FAQ’s for Solutions
Get Product Details
Provide Feedback
Register Queries and Complains
Track Complains Status
Registration
Login

Page 42 of 113
ii) Data Flow Diagram (Level – 0) :-
 OPERATOR
Operator
1.0
Register/Login
Username and Password
Accepted or Rejected
Registration Data Store
Authentication
Status (Authenticated
or not)
2.0
Update FAQ’s
Answer New FAQ’s Store FAQ’s to Data Store
3.0
Handle Problem
and Queries
Access registered problems Receive registered problems
Troubleshoot Problems Provide Solutions
Manager
Forward Problems if not solved
Solutions to unsolved problems
4.0
Report to
Manager
Provide Daily Reports Daily Progress Report
6.0
Sort Problems
Access Customer Registered Problems
Sort according to priority and demands Store sorted problems
7.0
Install
appropriate
software and
Hardware
Request for Latest Software and Hardware
8.0
Feedback
Analysis
Request to view Feedbacks
9.0
Online Chatting
Receive Queries via Chat
Customer
Provide Solutions to Queries Receive Solutions of Queries
Request for Registered Problems Search Problems
Search Feedbacks
View Feedbacks Access Feedbacks
Technicians
and Vendors
Request
Retrieve Software and Hardware Provide Service
5.0
Attend Training
Send Queries via Chat
Provide Training
FAQ Data Store
Request for available FAQ’s Search available FAQ’s
View available FAQ’s Receives available FAQ’s
Problems Data
Store
Request for Customer registered Problems
Search Registered Problems
Access Customer Registered Problems
Sorted Problems
Data Store
Feedback Data Store

Page 43 of 113
 MANAGER
1.0
Login
Register
2.0
Maintain
Complaint
3.0
Segregate
Tasks
6.0
Feedback
Overview
4.0
Verify
Operator
5.0
Training
7.0
Report
overview
Manager
Register Data Store
Check Register
Register Detail
Username and Password
Complaint Detail
Manager Workload Operator Details
Operator
Recommend
Training
View Feedback
Check Detail
Check Report
View Operator Work Check Operator Detail
View Report
Accepted/Rejected
Complaint Id
Feedback
Detail Store
Report Detail
Data Store
Operator Detail
Data Store
Complain Detail
Data Store
Operator Detail Data
Store
8.0
records of
the
customers
Customer records
data store
View Customers Records Verify Customers
Records

Page 44 of 113
 CUSTOMER
Customer
1.0
Register
2.0
Login
3.0
Feedback
Respons
4.0
Complain
5.0
View
FAQ’s
6.0
Enquiry
7.0
Getting
solution
Customer
detail
store
Store
feedback details
Username
&
Password
FILL
FORM
DETAILS
Fill
the
feedback
Fill
The
Complain
box
View
questions
&
suggestions
Know
about the
latest update
of company
helpdesk
Give the
problem
Customer
details
Return
check
LOGIN
NOTICE
Check
Details matched
Check for
ID/password
STORE
FEEDBACK
Get
the
Complain
no.
Store customer
complain
Getting
complain
Return
Complain no..
Solutions
of queries
Give the
solution
Get the
problem
Get the
problem
Number with solution

Page 45 of 113
7. DATA MODELING
 ERD (Entity Relationship Diagram)
An entity-relationship diagram (or E-R diagram) is a detailed, logical, and graphical representation of the data for an organization or business area. The E-R diagram is a model of entities in the business environment, the relationships or associations among those entities, and the attributes or properties of both the entities and their relationships.

Page 46 of 113
 Individual ERD’s
 OPERATOR
Operator
1
Operator ID Name Address
Email ID
Registering
Registration
Details
Registration ID
View Complaints M Complaints Complaint ID
Providing Solutions
1
M Solutions
Complaint ID FK
Sort Complaints
1
Complaint ID
Solution ID
Updating FAQ’s
1
M FAQ’s
Operator ID FK
FAQ ID
Analyzing Feedback
M
N Feedback
User ID
Online Chatting
1
M Online Chat Operator ID
User ID FK
1
Logging In
1
Contact Number
1
M Sorted Complaints
1
User ID

Page 47 of 113
 MANAGER
Manager
Register and Login Registration Details
Registration ID Username &Password
View Solution
Record
Problem Details
Problem ID Solution ID
View Feedback Feedback Details
Feedback ID Operator ID
Recommendation on
Training
Operator
Task Assigning Operator
Operator ID Problem ID
Tracing Problem
Problem Management Details
Problem ID Customer ID
Segregate Tasks Operator Details
Operator ID Problem ID
Monitoring Record of
Employes
Performance Record Details
Employe ID Feedback ID

Page 48 of 113
 CUSTOMER
Ssss
Customer
Registration
Login details
Complaints details
Solution
Feedback
Chatting details
Registration
Login
Registering and tracking complaints
Viewing solution
Providing feedback
Online chatting
Customer ID
Registration ID
User ID
Complaint ID
Complaint ID PK
Feedback ID
User ID
Solution ID
Operator ID PK

Page 49 of 113
 Combined ERD
Operator
Table
Operator ID Name Address
Email ID
Contact Number
Registering
Registration
Details
Table
1
Registration ID
Customer
Name
Address
Contact Number
Email ID
Customer ID
1
Manager
1
Email ID
Manager ID
Name
Address
Contact Number
Logging In
Login Details
Table 1
Registration ID FK User ID
1
1
1
Registering
Complaints
1
Complaint
Details Table
M
Complaint ID
Segregating Tasks
1
View Complaints
1
M
Providing Solution
1
Solution Details
Table M
Solution ID
Complaint ID FK
Forwarding Unsolved Problems
1
Unsolved Complaint
Details Table
M Unsolved Complaint ID
Complaint ID FK
Operator ID FK
Viewing Unsolved Problems
1 Providing Solutions
M
Viewing Solutions
1
M
Providing
Feedback
1
Feedback Details
Table M
Customer ID
Providing Daily
Reports
Daily Reports
Table
M
Report ID
Operator ID FK
1
Viewing Daily
Reports 1
M
1
Viewing FAQ’s
FAQ’s Details
Table N
FAQ ID
M
Analyzing Feedback
M
N
Overviewing
Feedback
M
1
M Updating
FAQ’s 1 M
Track
Complaints
1
M
Online Chatting
Online Chating
Details Table
1 M
Chat ID
N Online Chatting M

Page 50 of 113
8. SCREEN DESIGN
Name of website: AirNet Broadband Online Helpdesk Date: 21st March 2014
Screen: 1 of 29 Screen Descriptions:
Links from screens: All
Links to screen: All
Functionality/Interactivity:
This page contains a dropdown menu, which contains all the links to other webpages of the website. It also provides an attractive look to the website.
This is the master page of the website; it contains the links which links to all the web pages of the website. This page welcomes the user and provides a user friendly interface.
Logo
Company’s Name
Header
Image
Detailed information About Company
Link for, getting more information about the company.
Dropdown Menu
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Track Complaint Status
© AirNet India 2014, All Rights Reserved
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account
Feedback

Page 51 of 113
Links from screens: Home Page
This page contains a dropdown menu, which contains all the links to other webpages of the website.
This page Provides information about the company.
Logo
Company’s Name
Header
Image
Plans Information Renewing Options Information
Value Added Services Information Speed Related Information
Availability Information 24 x 7 Support Information
Dropdown Menu
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account
Feedback

Page 52 of 113
Functionality/Interactivity Task Fulfilling: Customer’s, Viewing Product Details
It contains a dropdown menu which links all the webpages of the website. It also includes quick links.
This page consist of details of the how to get new connection, monthly recharge plans, new services implemented and what are the updates available for the customers.
Logo
Company’s Name
Header
Image
Dropdown Menu
Get new connection
New Services
Updates
New Plan Details Get new Connection
Register
Login Rental Plans New Updates
Home Quick Link
FAQ’s Quick Link Latest Offers
Register Complaint
Provide Feedback
Home Products
FAQ’s
Live Chat
Complain
Track
My Account
Feedback

Page 53 of 113
Functionality/Interactivity: Task Fulfilling: Customer’s Viewing FAQ’s
As other webpages it also includes dropdown menu, which contains all the links to other webpages of the website. It also comprises of quick links.
Logo
Company’s Name
Header
Image
Frequently Asked Questions (FAQ’s)
Frequently asked questions and their answers.
Dropdown Menu
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products FAQ’s
Live Chat
Complain
Track
My Account
Feedback
This page includes the frequently asked questions and their answers. It is specially provided for the customers.

Page 54 of 113
Functionality/Interactivity: Task Fulfilling: Operator’s, Updating FAQ’s
This page includes the answering field, so that the operator can post the FAQ’s. Similar to all other pages, this page also contains all the links to other webpages of the website. It also includes quick links.
Logo
Company’s Name
Header
Image
Updating FAQ’s
Q: - Most common questions asked by the customers.
Dropdown Menu
Answers to the FAQ’s
Answering Field
Update
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account
Feedback
This page allows the operator to update the FAQ’s with their answers. This page is only accessible to the operator.

Page 55 of 113
Task Fulfilling: Customer’s, Online Chat
This page includes the fields to be filled by the customer in order to initialize the chat. It also includes further links and quick links.
Logo
Company’s Name
Header
Image
Online Chat
Username
Password
Chat Topic
Not yet registered, Click here to register
Dropdown Menu
Start Chat
Get new Connection
Register
Login
Rental Plans
New Updates
Home
Products
FAQ’s Live Chat
Complain
Track
My Account
Feedback
This page allows the user to perform live chat and get their problems solved instantly. The page asks the user to enter their username and password and choose the chat topic to initialize the chat.
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback

Page 56 of 113
Functionality/Interactivity: Task Fulfilling: Customer’s, Online Chat
This page includes a chat window, in which the customer can see the messages of the operator and ask him/her the solution to the problem. It also includes further links and quick links.
Logo
Company’s Name
Header
Image
Online Chat
Dropdown Menu
Operator: Hi, thank you for contacting AirNet Online Support. How may I help you today?
Customer: I am Facing………
I am Facing…..
Send
Chat Window
Customer Messaging Field
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s Live Chat
Complain
Track
My Account
Feedback
In this page the customer asks the solutions of the problems from the operator through chat and tries to get solve his problem instantly.

Page 57 of 113
Functionality/Interactivity: Task Fulfilling: Operators’s, Online Chat
This page includes a chat window, in which the operator can see the messages of the customer and suggest him/her the solution via reply to the message. It also includes further links and quick links.
Logo
Company’s Name
Header
Image
Online Chat
Dropdown Menu
Operator: Hi, thank you for contacting AirNet Online Support. How may I help you today?
Customer: I am Facing………
Send
Chat Window
Operator Messaging Field
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s Live Chat
Complain
Track
My Account
Feedback
In this page the operators receives the problems from the customer through chat and tries to solve the problem instantly.

Page 58 of 113
Tasks Fulfilling: Customer’s, Register Complaint
This page contains the text fields to get the information’s from the users. It also contains buttons. And it also includes all the links to other webpages of the website.
This page allows the user to file a complaint or to ask the queries from the technicians. It also asks the users to provide their username and password if they haven’t logged in.

Page 59 of 113
Logo
Company’s Name
Header
Image
Register your Complaint and Queries
Username*
Password*
Contact No.
City*
Nature of Complaint*
Complaint*: Provide as
much as details as
possible for early
resolution
* Marked fields are mandatory to be filled.
To get Username and Password, click here to register.
Home
Products
FAQ’s
Live Chat Complains
Track
My Account
Feedback
Dropdown Menu
Submit
Clear
Cancel
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers Register Complaint
Provide Feedback

Page 60 of 113
Task Fulfilling: Manager’s, Segregation of Tasks.
Similar to other web pages it also includes a dropdown menu, which contains all the links to other webpages. It allows the manager to segregate the problems to the operator’s, so that they can be solved.
Logo
Company’s Name
Header
Image
Customer Queries and Complaints
Complaint ID: CID7898
Problem: - Registered queries and complaints of the customers
User ID: akshit@airnet.com
Assign To:
Related Files:
Dropdown Menu
Assign
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s
Live Chat Complains
Track
My Account
Feedback
This page allows the manager to segregate the tasks to the operators registered by the customers.
Browse

Page 61 of 113
Task Fulfilling: Operator’s, Provide Sol and Forwarding Unsolved Problems to Manager
Similar to other web pages it also includes a dropdown menu, which contains all the links to other webpages. It provides the registered complaints and queries to operator and allows the operator to get them solved.
Logo
Company’s Name
Header
Image
Customer Queries and Complaints
Dropdown Menu
Resolving registered problems, queries and complaints.
Answering Field
Reply
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s
Live Chat Complains
Track
My Account
Feedback
This page shows the operator the complaints and queries registered by the customer. And, it allows the operator to post the solution. This page is accessible only by the operator.
Forward to Manager

Page 62 of 113
Functionality/Interactivity: Tasks Fulfilling: Managers, Solving Unsolved Problems
Similar to all other pages, this page also contains all the links to other webpages of the website. It also includes quick links.
Logo
Company’s Name
Header
Image
Unsolved Problems forwarded by the Operator
Dropdown Menu
Resolving registered problems, queries and complaints.
Answering Field
Reply
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s
Live Chat Complain
Track
My Account
Feedback
This page provides the manager the unsolved forwarded problems by the operator, and allows the manager to solve the problem via reply to the operator. This page is only accessible to the manager.

Page 63 of 113
Functionality/Interactivity: Fulfilled Tasks: Customer’s, Viewing Solution
Similar to all other pages, this page also contains all the links to other webpages of the website. It also includes quick links.
Logo
Company’s Name
Header
Image
Your Queries and Complaints
Problem: - Problems registered by the customer.
Dropdown Menu
Reply
Solution: - Solution provided by the operator.
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s
Live Chat Complain
Track
My Account
Feedback
This page provides the solutions to the registered problems by the customers. The page also allows the customers to give reply.

Page 64 of 113
Functionality/Interactivity: Task Fulfilling: Customer’s, Tracking Complaint Status
Similar to all other pages, this page also contains all the links to other webpages of the website. It also includes quick links along with the fields necessary to be filled in order to check the status of the complaint.
Logo
Company’s Name
Header
Image
Track your Complaint Status
Complaint ID
Username
Password
All the fields are mandatory to be filled
Dropdown Menu
Track
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback Track Complaint Status
Home
Products
FAQ’s
Live Chat
Complain Track
My Account
Feedback
This page allows the user (customer) to track the status of the registered problems by providing the complaint ID (received during registering complaint), username and password.

Page 65 of 113
Functionality/Interactivity: Task Fulfilling: Customer’s, Tracking Complaint Status
Similar to all other pages, this page also contains all the links to other webpages of the website. It also includes quick links along with the fields necessary to be filled in order to check the status of the complaint.
Logo
Company’s Name
Header
Image
Track your Complaint Status
Complaint ID
Dropdown Menu
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback Track Complaint Status
Home
Products
FAQ’s
Live Chat
Complain Track
My Account
Feedback
This page allows the user (customer) to view the status of the registered problems by providing the complaint ID.
Complaint Status

Page 66 of 113
Functionality/Interactivity: Task Fulfilled: Customer’s, Operators and Manager, Login
This page contains a login form, which contains the username and password field and on filling the field correctly user can log in to his/her account.
Logo
AirNet Broadband
Header
Image
Login
Username
Password
Login As
Dropdown Menu
Log In
Clear
Get new Connection
Register Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page provides a login interface to the user. From this page, registered users can log in by providing their username and password.
Home
Products
FAQ’s
Live Chat
Complain
Track My Account
Feedback

Page 67 of 113
Logo
AirNet Broadband
Header
Image
Login
View FAQ’s
Register Complaint
View Solution
Dropdown Menu
Get new Connection
Register Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page belongs to the customer. This page provides further links helpful for the customers.
Home
Products
FAQ’s
Live Chat
Complain
Track My Account
Feedback

Page 68 of 113
Logo
AirNet Broadband
Header
Image
Login
Tasks Assigned By Manager
Sort Problems
Update FAQ’s
Feedback Analysis
Submit Reports
Dropdown Menu
Get new Connection
Register Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page belongs to the Operator. This page provides further links helpful for the operator.
Home
Products
FAQ’s
Live Chat
Complain
Track My Account
Feedback

Page 69 of 113
Logo
AirNet Broadband
Header
Image
Login
Segregate Tasks
Solve Unsolved Problems
View Daily Reports
Feedback Overview
Dropdown Menu
Get new Connection
Register Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page belongs to the Manager. This page provides further links helpful for the Manager.
Home
Products
FAQ’s
Live Chat
Complain
Track My Account
Feedback

Page 70 of 113
Functionality/Interactivity: Task Fulfilled: Customer, Operator, Manager
This page contains a registration form, and on filling the form, user can log in to the account using the username and password provided on submitting the form. It also contains quick links.
This page provides a registration form to the user. After filling this form, user can get the username and password.

Page 71 of 113
Logo
Company’s Name
Header
Image
Register
Product ID
First Name
Last Name
Choose Username
Create Password
Confirm Password
Birth Date Gender Male Female
Address
Contact No.
I agree the AirNet Terms of Service and Privacy Policy
Dropdown Menu
Day
Month
Year
Submit
Clear
Cancel
Get new Connection Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s
Live Chat
Complain
Track My Account
Feedback

Page 72 of 113
Functionality/Interactivity: Tasks Fulfilled: Customer’s, Provide feedback
Similar to all other webpages it also contains a dropdown menu, which provides links to all the webpages of the website. It also includes the quick links.
This page asks the users to provide the feedbacks and suggestions regarding the helpdesk and the services provided by the company along with their details.

Page 73 of 113
Logo
Company’s Name
Header
Image
Feedback / Suggestion
What would you like
us to assist you with ?*
Contact No.*
Location
Username*
Password*
* Marked fields are mandatory to be filled.
To get Username and Password, click here to register.
Dropdown Menu
Submit
Clear
Cancel
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint Provide Feedback
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account Feedback

Page 74 of 113
Functionality/Interactivity: Task Fulfilled: Manager’s, Feedback Overview
This page contains a dropdown menu, which contains all the links to other webpages of the website. It provides the details regarding the feedbacks provided by the customers. This page can be accessed only by the manager.
Logo
Company’s Name
Header
Image
Get new Connection
Register
Login
Rental Plans
New Updates
Feedback of Customers
Dropdown Menu
Name: Name of the Customer
Location: Location (State)
Contact No.: Mobile Number
Feedback and Suggestions received.
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account Feedback
This page provides the feedback and suggestions received by the customers to the manager along with the details of the customer. This page is accessible only to the manager.

Page 75 of 113
Functionality/Interactivity: Task Fulfilled: Operator’s, Feedback Analysis
This page contains a dropdown menu, which contains all the links to other webpages of the website. It provides the details regarding the feedbacks provided by the customers. This page can be accessed only by the manager.
Logo
Company’s Name
Header
Image
Get new Connection
Register
Login
Rental Plans
New Updates
Feedback of Customers
Dropdown Menu
Name: Name of the Customer
Location: Location (State)
Contact No.: Mobile Number
Feedback and Suggestions received.
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account Feedback
This page provides the feedback and suggestions received by the customers to the operator along with the details of the customer. This page is accessible only to the manager.

Page 76 of 113
Functionality/Interactivity: Task Fulfilled: Customer’s, Login
Logo
AirNet Broadband
Header
Image
Registration Successful, Now you can Log In
Username
Password
Login As
Dropdown Menu
Log In
Clear
Get new Connection
Register Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page confirms the customer that, their registration has been successful, Now they can Login
Home
Products
FAQ’s
Live Chat
Complain
Track My Account
Feedback

Page 77 of 113
Links from screens: Register Complaints
Logo
AirNet Broadband
Header
Image
Complaint Registered Successfully
Your Complaint ID is: CID01414
To, Track Your Complaint Status, Click Here
Dropdown Menu
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page confirms the customer that, their complaint has been registered successfully.
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account
Feedback

Page 78 of 113
Links from screens: Register Complaints
Task Fulfilled: Operator’s, Sort Problems
Logo
AirNet Broadband
Header
Image
Sort Problems
Problems:
Problem Type Set Priority
Dropdown Menu
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page allows the operator to sort the problems according to the priority and the problem type.
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account
Feedback
Submit

Page 79 of 113
Links from screens: Operator’s Page
Task Fulfilled: Operator’s, Submitting Daily Reports
Logo
AirNet Broadband
Header
Image
Submit Daily Reports
Dropdown Menu
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page allows the operator to submit the daily reports to the manager.
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account
Feedback
Daily Progress Reports

Page 80 of 113
Links from screens: Manager’s Page
Task Fulfilled: Manager’s, Viewing Daily Reports
Logo
AirNet Broadband
Header
Image
View Daily Reports
Dropdown Menu
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page allows the manager to view the daily progress reports provided by the operator.
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account
Feedback
Daily Progress Reports

Page 81 of 113
Links from screens: Feedback Page
Logo
AirNet Broadband
Header
Image
View Daily Reports
Your Form has been successfully submitted!
Your opinions and comments are very important to Us and we read every message that we receive.
Dropdown Menu
Get new Connection
Register
Login
Rental Plans
New Updates
Home Quick Link
FAQ’s Quick Link
Latest Offers
Register Complaint
Provide Feedback
This page, thanks the customers for providing their valuable feedback.
Home
Products
FAQ’s
Live Chat
Complain
Track
My Account
Feedback

Page 82 of 113
All the web Pages of the website will be based on the following Scheme:
Background: Color Audio: Nil
Body: Background Image: - Nil Video: Nil
Background color: - White Stills: - Images.jpg,
Images.png, images.jpeg.
Color Scheme: White, Guardsman Red and Gray60
Text attributes: Font: - Times New Roman

Page 83 of 113
9. PHYSICAL DESIGN
In physical design, we turn the logical design into physical, or technical, specifications.
1. Home Page

Page 84 of 113
2. Page linked with home page or a part of home page

Page 85 of 113
3. Product Details page for Customer

Page 86 of 113
4. FAQ’s Page for Customer

Page 87 of 113
5. Update FAQ’s Page for Operator

Page 88 of 113
6. Live Chat Page for Customer to Start the Chat.

Page 89 of 113
7. Chat window for Customer

Page 90 of 113
8. Chat window for Operator

Page 91 of 113
9. Register Complaint Page for Customer

Page 92 of 113
11. Complaint Registered Confirmation Page for Customer.

Page 93 of 113
10. Segregate Tasks page for Manager

Page 94 of 113
12. View Complaint Page for Operator

Page 95 of 113
13. Unsolved Problems page for Manager

Page 96 of 113
14. View Solution Page for Customer

Page 97 of 113
15. Track Complaint Status Page for Customer

Page 98 of 113
16. View Complaint Status for Customer

Page 99 of 113
17. Sign In page for Customer, Manager, Operator

Page 100 of 113
18. Customer Page after Logging In.

Page 101 of 113
19. Operator Page after Logging In

Page 102 of 113
20. Sort Problems Page for Operator for Sorting Problems

Page 103 of 113
21. Feedback Analysis Page for Operator

Page 104 of 113
22. Operator Page for Submitting Daily Report to the Manager

Page 105 of 113
23. Manager Page after Logging In

Page 106 of 113
24. Manager Page for Viewing Daily Reports

Page 107 of 113
25. Registration Page for Customer, Operator, Manager

Page 108 of 113
26. Registration Confirmation Page comes after the registration

Page 109 of 113
27. Provide Feedback page for Customer

Page 110 of 113
28. Feedback Confirmation Page for Customer

Page 111 of 113
29. Feedback Overview Page for Manager

Page 112 of 113
10. References
i) Valacich, J., George, J. and Hoffer, J., (2012). Essentials of Systems Analysis and Design. 5th ed., United States of America: Prentice Hall, p 6.
ii) Valacich, J., George, J. and Hoffer, J., (2012). Essentials of Systems Analysis and Design. 5th ed., United States of America: Prentice Hall, pp 154 - 167.
iii) Cashman S. Bir (2004). System Analysis & design Methods. 5th ed. LPE India: Tata Mc Graw Hills.
iv) Fonollera, D., 2009, Feasibility Study, Project Proposal and Business Plan [online], p 4, Available from http://www.wmsu.edu.ph/rdec/PDF/Feasibility%20Study.pdf, [Accessed 21st February 2014].
v) http://www.reference.com/motif/business/samples-of-feasibility-report Accessed on 21st Feb 2014
vi) http://www.ask.com/question/meaning-of-feasibility-report accessed on 21st Feb 2014
vii) http://www.answerbag.com/q_view/2062185#ixzz2uGYVGkLk accessed on 22nd Feb 2014
viii) http://www.airtel.in/digital-tv/dth-contact-us/customer-care/ accessed on 2nd March 2014
ix) http://broadband.sify.com/faq.php accessed on 2nd March 2014
x) Halwett - Packard Development Company, 2014, HP Business Helpdesk , System Requirements and Supported Products [online], Available from http://h20195.www2.hp.com/V2/GetPDF.aspx/c04087983.pdf, [Accessed 4th April 2014].

Page 113 of 113
11. Appendix

Online Helpdesk System

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Online Helpdesk System

Similar to Online Helpdesk System (20)

Recently uploaded

Recently uploaded (20)

Online Helpdesk System