ASP.

NET Project Summer Training 2012,NOIDA Expert Support System

Twenty first century is the embankments of the e-commerce and esolutions with general mass having access to Internet and other Information base. This project Expert-Support System is designed for providing comfort to user who find a bunch of difficulties pouring to them when they try to sort any problem in computer operating and programming, with the help of helpdesk expert teams. Any user which face any kind of problem just came in contact of Expert-support system by e-mail, fax. The system simply checks your problems and provides lucid solutions for the problems of clients to make decision precisely and affectively. The project is the one-stop destination to find the affective and accurate solutions for the problems arises in computer programming and operating. Finding solutions of problems without a medium or source creates many hurdles for users and they land up making wrong decision by chance. If you have precise solution from right sources at right time then it always enhance your performance to remove the problems. The main objective of Expert-Support System is the next generation solution for providing high-end client services. This software is sub module of ECRM for an efficient help desk application. It tracks client`s details, manages and replies to the requests and also monitors the processing of the requests. This software is designed to improve and add convenience to your client services.

It includes the following modules like:-

1. Administrative Module:i. ii. iii. iv. v. 2.

Login.
Auto-Responder will be use to send message to client and Representative both. Can delete Tickets after solution completion. Answer Addition, Deletion,Updation and Searching. Configure System to Client functionality and representative work time.

Representative Module:-

i. ii.

iii. iv. v. vi. vii. viii. ix.

Login to enter their section. Can manage Tickets asa. View Tickets to confirmation b. Sort Tickets c. Find Tickets d. Reply e. Save as Answer Book. Viewing ticket modules and can (Open, Fixed, Closed) Can recover and delete information of tickets Can save Answer Books to similar type of problems. Can change status Can manage time Save to the sent items of tickets Email Notification when ticket is assigned or reassigned or pulled by another representative.

3.

User or Client Module:i. ii. iii. iv. v. Be Registered First Can login for further steps Can view details, Update details Generate Ticket Request to ask problems solution Can Interaction with FAQs (Frequently Ask Questions)

4. Ticket Management Module:i. ii. iii. iv. Ticket Generation of Various Types Ticket Deletion but after solution Ticket status displayed i.e. which one is solvable or not Ticket channels by which queries are inserted into the Expert support System

5. Report Module:i. ii. iii. iv. Client Reports Representative Reports Performance Reports Ticket Reports

NOTE : Maintain proper Validation, Authentication, and Authorization.

Database Tables

1.

Table Name :

Login_Details
DATATYPE SIZE

COLOUMN NAME

Login_Id * Passwd User_Name Grp

Varchar Varchar Varchar Varchar

30 30 30 20

2.

Table Name :

Client_Details

COLOUMN NAME

DATATYPE

SIZE

Client_Id * Login_Id ** First_Name Last_Name Passwd Address City State Country Sec_Ques Sec_Ans Ph_Number E-Mail Fax Fee Date Validity

Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Numeric Varchar Numeric Numeric Date Numeric

30 30 30 30 30 50 20 20 30 50 50 15 40 15 10 4

3.

Table Name :

Fee_Details
DATATYPE SIZE

COLOUMN NAME

Client_Id * Issue Priority Charges

Varchar Varchar Varchar Numeric

30 30 30 10

4.

Table Name :

Solve_Ticket
DATATYPE SIZE

COLOUMN NAME

Ticket_Id * Issue Priority Client_Id ** Solver_Name Category

Varchar Varchar Varchar Varchar Varchar Varchar

30 30 30 30 30 30

5.

Table Name : Cancel_Ticket

COLOUMN NAME

DATATYPE

SIZE

Ticket_Id * Issue Priority Client_Id ** Solver_Name Category Reason Cancelation_Date

Varchar Varchar Varchar Varchar Varchar Varchar Varchar Date

30 30 30 30 30 30 50 -

6.

Table Name : Ticket_Details

COLOUMN NAME

DATATYPE

SIZE

Ticket_Id * Category Priority Issue Status Login_Id **

Varchar Varchar Varchar Varchar Varchar Varchar

30 30 30 30 30 30

7.

Table Name :

Answer_Details
DATATYPE SIZE

COLOUMN NAME

Ticket_Id * Login_Id ** Category Solver_Name Client_Id ** Issue Solution

Varchar Varchar Varchar Varchar Varchar Varchar Varchar

30 30 30 30 30 30 200

8.

Table Name : Auto_Responder

COLOUMN NAME DATATYPE SIZE

Category * Issue Solution Author Date_of_Article Adv_MSG

Varchar Varchar Varchar Varchar Date Varchar

30 30 200 30 100

9.

Table Name : Representative_Details

COLOUMN NAME

DATATYPE

SIZE

Grp Login_Id * Passwd First_Name Last_Name Qualification Specialization Address City State Country Sec_Ques Sec_Ans Ph_Number E-Mail Fax Salary Date_of_Joining Validity

Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Varchar Numeric Varchar Numeric Numeric Date Numeric

30 30 30 30 30 30 30 50 20 20 30 50 50 15 40 15 10 4

10.

Table Name : Assests_Details

COLOUMN NAME

DATATYPE

SIZE

Asset_Id * Assest_Name Quantity Cost

Varchar Varchar Numeric Numeric

30 30 5 10

11.

Table Name : Session_Details

COLOUMN NAME

DATATYPE

SIZE

Login_Id * Client_Name Ticket_Id ** No_of_Tickets Login_Time Issue Category Logoff_Time

Varchar Varchar Varchar Numeric Date Varchar Varchar Date

30 30 30 6 30 30 -

12.

Table Name : Announcement

COLOUMN NAME DATATYPE SIZE

Ann_for_Grp Issued_Date Topic Announcement

Varchar Date Varchar Varchar

30 40 100

13.

Table Name : Group_Details

COLOUMN NAME DATATYPE SIZE

Grp_Number * Name Specialization Login_Id ** Passwd

Varchar Varchar Varchar Varchar Varchar

30 30 30 30 30

14.

Table Name : Admin_Details

COLOUMN NAME DATATYPE SIZE

Login_Id * Passwd Grp Working_Hours No_of_Tickets Solver_Name Category Issue Client_Name

Varchar Varchar Varchar Numeric Numeric Varchar Varchar Varchar Varchar

30 30 30 3 6 30 30 30 30

Abbereviation: * ->Primary key, ** ->Foreign key,grp->group

Tools & Technology

Server Side : ASP.NET with C#, Ajax Client Side : HTML, JavaScript, CSS Database : SQL Server 2005 Web Server-IIS6.0 or higher Framework : .NET Framework 3.5. IDE :Microsoft Visual Studio 2008