1

Acknowledgement
First of all my innumerable thanks to Almighty ALLAH for His blessings and guidance at every stages of my life. It is a pleasure to convey my gratitude to people who rendered contribution in assorted ways to this project. In the first place I would like to express my deepest thanks to my supervisor, Pramita Sree Muhuri lecturer for her close supervision, much encouragement and valuable suggestions throughout the progress of this project work. We express our gratefulness to Mr. Md.KhaliluZzaman , Head of the Department of Computer Science and Engineering for his kind co-operation in the department and also to keep choice on project and along with it an appropriate teacher to us.

Finally, pardon me for unintentional error and omission.

April, 2013 Author Imtiaj Uddin Ahamed ID: 08530101

ABSTRACT
The main theme of this work is to develop Service Support Management System which can be efficient for any system. It can save time & resources, make the system economical, reduce the number of workers, space being used and also work load. The main objective is maintaining the data security in data processing in this software. I also focused here how this software can be user friendly. Less time will be taken to process the data. This will help to do more jobs in less time. The System will be much more easy to use and the operator will feel no difficulty.

Chapter-1 1. Introduction:
In the digital world the automation systems are closely related with us. It can be software System or hardware system, in software system, if the system be decorated for an organization, than it reduces the cost, time & human resource for that organization. Service Support Management System module is to log and render timely support to the clients after sales. The module helps to meet the demand of clients by providing them the facility to access information and answer to the service request. By implementing this module the customer is supported by round-the-clock service by us. This feature facilitates all necessary information and solutions the clients required to help themselves, anytime and anywhere.

1.2 Objective:
The main objective of the application is to automated the existing system, some steps are given below The clients can log the support call , these calls can be assigned to the respective site engineers. The site engineers view all calls allotted them. After the call is attended and addressed, ability for site engineers to capture the call information available in this module. Furthermore, customer can view this product information, support agreement and support call status. Any spare part required for this call can be requested by the site engineer. The service management module also allows creating service invoice and spare part invoice. Periodically update the solutions based on customer suggestions & feedback. Gain a complete view of customer service request history.

1.3 Feasibility Study:

In Feasibility study stage undergone through various steps that are described following: 1. Identify the source of the information at different level. 2. Identify the hope of user from computerized system. 3. Analyze the drawback of existing (manual) system.

1.4 Working of present Manual System:

The employees of the organization are involved in the following tasks. Client Support Process: The clients can log the support call, these calls can be assigned to the respective site engineers.

1.5 Drawbacks of Present System:

Some of the problems being faced in manual system are as follows: 1. Fast report generation is not possible. 2. Tracking a client request is difficult. 3. Gain a complete view of customer service request history is not properly maintained. 4. Customize the knowledge base reports is not possible.

1.6 Proposed System:

Track all the customer-reported cases end-to-end as per organization's customer support process Generate cases through email, phone or web site using Web form. Automate the case routing process using the case assignment rules so that all the cases are assigned to the right support agents in your organization Set up case escalation process using the Workflow rules for a better case resolution and enhance the customer satisfaction Customize the Cases module as per your customer support process. Customization includes, adding more custom fields, modifying page layout using drag & drop tool and changing the related list views Customize the case reports and dashboards.

1.7 Proposed System provide with following Solutions:

Manage product-wise solutions in an easily accessible centralized location for a better case resolution in the least possible time with less effort Periodically update the solutions based on customer suggestions & feedback Customize the solutions module to suite your organization knowledge base requirements Customize the knowledge base reports. Centrally manage and share all customer service issues.

Understand frequency of incidents to improve product quality. Gain a complete view of customer service request history. Monitor the effectiveness of case responses.

1.8 Conclusion In this chapter discussed about the Service Support Management System, Objective, Feasibility study, working of present manual systems, Drawback of Present System, Proposed System.

Chapter-2

2. REQUIREMENTS OF THE PROJECT

2.1 HARDWARE REQUIREMENTS: The project can be implemented on both live and laboratory conditions. That means the minimum requirements Processor: Intel Core i3 or above. RAM min. 2 GB. Fast Ethernet cables. These requirements may change according to the working environment. 2.2 SOFTWARE REQUIREMENTS: OS: Windows XP/Win 7/ REDHAT LINUX. Oracle 10g R2 Database Oracle Forms 6i

2.3 Conclusion
In this chapter discussed about the requirement of the project.

Chapter-3

3.1 Introduction:
In this chapter discuss about Software Development Tools. From this discussion easily understood the characteristics of the development tools. To develop this software use some development tools are: Oracle Developer Suit 6i (Front End) Oracle Database 10g (Back End)

3.2 Oracle Developer Suit 6i:

Oracle Developer Suite is a suite of development tools released by the Oracle Corporation. The principal components were initially Oracle Forms and Oracle Reports.

3.3 Oracle Forms:

Oracle Forms is a software product for creating screens that interact with an Oracle database. It has an IDE including an object navigator, property sheet and code editor that uses PL/SQL. It was originally developed to run server-side in character mode terminal sessions. It was ported to other platforms, including Windows, to function in a clientserver environment. Later versions were ported to Java where it runs in a Java EE container and can integrate with Java and web services. The primary focus of Forms is to create data entry systems that access an Oracle database.

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3.4 How it works

Oracle Forms accesses the Oracle database and generates a screen that presents the data. The source form (*.fmb) is compiled into an "executable" (*.fmx), that is run (interpreted) by the forms runtime module. The form is used to view and edit data in database-driven applications. Various GUI elements, such as buttons, menus, scrollbars, and graphics can be placed on the form. The environment supplies built-in record creation, query, and update modes, each with its own default data manipulations. This minimizes the need to program common and tedious operations, such as creating dynamic SQL, sensing changed fields, and locking rows. As is normal with event driven interfaces, the software implements event-handling functions called triggers which are automatically invoked at critical steps in the processing of records, the receipt of keyboard strokes, and the receipt of mouse movements. Different triggers may be called before, during, and after each critical step. Each trigger function is initially a stub, containing a default action or nothing. Programming Oracle Forms therefore generally consists of modifying the contents of these triggers in order to alter the default behavior. Some triggers, if provided by the programmer, replace the default action while others augment it. As a result of this strategy, it is possible to create a number of default form layouts which possess complete database functionality yet contain no programmer-written code at all.

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3.5 Oracle Reports

Oracle Reports is a tool for developing reports against data stored in an Oracle database. Oracle Reports consists of Oracle Reports Developer (a component of the Oracle Developer Suite) and Oracle Application Server Reports Services (a component of the Oracle Application Server).

3.6 How it works

Oracle Reports, a component of Oracle Fusion Middleware is Oracle's awardwinning, high-fidelity enterprise reporting tool. It enables businesses to provide instant access to information to all levels within and outside of the organization in a scalable and secure environment. Oracle Reports consists of Oracle Reports Developer - a powerful, declarative WYSIWYG reports design tool and a J2EE 5.0 based Oracle Reports Server with multi-tier architecture to access any data sources, generate reports in any popular format for web and paper, and to burst and distribute reports to any destination. Oracle remains committed to the development of this technology, and to the ongoing release as a component of the Oracle Fusion Middleware platform.

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3.7 Oracle Database 10g:

The Oracle Database (commonly referred to as Oracle RDBMS or simply as Oracle) is an object-relational database management system produced and marketed by Oracle Corporation. Oracle database have pursuit of features that not only provide best performance for database, security for data in databases, good database administration but also many that are related with database like storage cost, redundant service for highavailability etc. some of the highlighted features include : 1. Most efficient use of IT budget ie organizations need not worry of hardware cost much and can invest in core business. 2. Reduces Server cost. 3. Reduces Storage cost. 4. Eliminate idle redundancy in data centers. 5. Improve System Performance. 6. Increases productivity of DBA. It has various analytical functions that work very efficiently with huge amount of data. The list of features is in non-ending. Let us have glance at the bottom line feature that make Oracle outstanding: Strictly business. Built-in Transparency. Internationalization (oracle comes in number of languages). Reduces cost of operations and always gives positive returns on investments, the thing that every organization is concern about. High performance.

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3.8 Conclusion
In this chapter discussed about the development tools, Oracle Forms and Reports, Advantages of Oracle Database 10g.

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Chapter-4

4.1 Introduction:
In this chapter discuss about software development model. To develop this software use Waterfall Model .
Waterfall Model
This is the old and more commonly used model. It was what Royce introduced in the 1970s. The classic Waterfall Model was shown to have created plenty of room for errors during application. The phases included in this model are:

Fig: Waterfall Model

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Requirements specification: The functional and supplementary requirements which may be in the form of an abstract. It contains the requirements and specifications needed for system developers. Design: This would refer to how a system should function in order to address the current issue. This includes: architectural design, abstract specification, interface, component, data structure, and algorithm designs. Construction or Implementation: This is the execution of what is employed in the requirements and design. This could refer to the end result of a task. Testing: After the implementation, the project team should have a clearer grasp on what works and what does not. This phase would refer to making an assessment on best practices and functional systems that will be good to the users. Faults and errors will be reduced or avoided during this stage. Installation and Maintenance: Aside from working its way to getting rid of bugs, this phase would also refer to providing consistent enhancement processes through sending reports, making validations and creating tests.

The Modified Waterfall Model

The newer model is an excerpt from the classical model, except that the errors are significantly reduced through verification and validation. Every phase, from requirements specification up to installation and maintenance is backed up with additional testing. Furthermore, with the Modified Waterfall Model, there is a lesser need for documentation and revisions as it allows overlapping of phases, unlike the classic model which requires a project to finish each phase before proceeding to the next.

The advantages and disadvantages of the Waterfall Model

One of the main advantages of this model is that it promotes discipline in documentation, as a phase cannot be considered complete unless documents are presented. There has to be solid documentation before it can go through the next phase in the cycle; this makes progress more evident and easier to pinpoint. Moreover, and this would refer to the modified model in particular, there is continuous validation of every phase, thus errors and defects can be avoided. In the instance that the project team members need to be replaced, there will not be much of a difficulty for new members to continue because all the documentations are readily available, and errors are very minimal. In regards to its disadvantages, the Waterfall Model may limit flexibility of the project because it has to be adherent to documentation. It makes it harder to jump to the next phase because it strictly sticks to a phase until such time it has been completed. Second, it creates complicated and sometimes terribly structured processes because requirements are oftentimes not handed over during a particular phase, specifically in the initial planning, and the new requirements would then have to be added to the next phase which renders it irrelevant because it is supposed to be for the

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previous one. It is good to know though that these issues have been addressed with the modified model, thus these advantages may not necessarily apply at all. Project managers who would like to utilize a simple approach in managing a certain project often use the Waterfall Model. This is preferable for more stable tasks that do not really require plenty of changes during its completion. The Waterfall Model would be well-suited for projects that are predictable and well-designed even before it has been undertaken, because it does not work very well with projects that are very dynamic. Changes during the various phases can cause it to become less accurate and may even render it useless in the end.

4.4 Conclusion In this chapter we discuss about the Waterfall Model and how its works, application of Waterfall Model.

Chapter-5

5.1 Introduction
In this chapter discuss about Use Case, ER diagram & DFD for showing the relationship and system design,

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5.2 Use case:

Use case approach is the one of approach of Requirement Elicitation in which interaction between the user and proposed software system is studied to find out Requirements for the proposed system. The terms use case, use case scenario, and use case diagram are different. To draw the use case diagram of Service Support Management System software are given below:

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System
Company Info

Client/Supplier Information

Employee Information

Admin

Service Information

Service Request Client Service Assign

Service Response User Feedback

Service Response

5.2.1 Use case diagram of Service Support Management System

5.3Discussion:
The use case defines the interactions between the administrator and the user under consideration to accomplish the Service Support Management System software.

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5.4 ER diagram This document is an entity relationship diagram, or "ERD", for a system to Service Support Management System. An ERD is a model that identifies the concepts or entities that exist in a system and the relationships between those entities. An ERD is often used as a way to visualize a relational database: each entity represents a database table, and the relationship lines represent the keys in one table that point to specific records in related tables. ERD may also be more abstract, not necessarily capturing every table. ERD may also be more abstract, not necessarily capturing every table needed within a database, but serving to diagram the major concepts and relationships. This ERD is of the latter type, intended to present an abstract, theoretical view of the major entities and relationships needed. It may assist the database design process, but does not identify every table that would be necessary for database.

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User_tbl
USER_ID (pk) USER_NAME PASSWORD PERMISSION CREATE_TIME GENDER PIC FULL_NAME ADDRESS FLAG

Service request

SS_Request_DT SS_Request_MT
Company_Code(Pk) DRCR_code (Pk) REQUEST_SLNO (Pk) TICKET_NO (Pk) REQUEST_BY CONTACT_NO EMAIL REQUEST_DATE RECEIVED_BY PRIORITY_LEVEL Master Details relation COMPANY_CODE (Pk) (Fk) DRCR_CODE (Pk) (Fk) REQUEST_SLNO (Pk) (Fk) TICKET_NO (Pk) (Fk) JOB_NO (Pk) SERVICE_GROUP_CODE SERVICE_CODE SERVICE_DETAILS SERVICE_DELIVERY_DATE SERVICE_REMARKS JOB_STATUS_FLAG SERVICE_COMPLITION_DATE

SS_Service_Info
SERVICE_GROUP_CODE (Pk) SERVICE_CODE (Pk) SERVICE_NAME SERVICE_STATUS SERVICE_VALID_FROM SERVICE_VALID_UPTO

Master Details relation

SS_Service_Category
SERVICE_GROUP_CODE (Pk) SERVICE_GROUP_NAME SERVICE_GROUP_STATUS GROUP_LISTED_DATE

Service Avilable

SS_Job_Quee_Card_DT_TWO
COMPANY_CODE (Pk) (Fk) DRCR_CODE (Pk) (Fk) REQUEST_SLNO (Pk) (Fk) TICKET_NO (Pk) (Fk) JOB_ASSIGN_NO (Pk) (Fk) JOB_ASSIGN_SLNO (Pk) JOB_NO (Pk) (Fk) SERVICE_GROUP_CODE (Pk) SERVICE_CODE (Pk) (Fk) JOB_ASSIGN_TO EMP_CODE (Pk) FLAG

Service Assign

SS_Job_Quee_Card_MT
COMPANY_CODE (Pk) DRCR_CODE (Pk) REQUEST_SLNO (Pk) TICKET_NO (Pk) JOB_ASSIGN_NO (Pk) JOB_ASSIGN_BY JOB_ASSIGN_DATE Service Response

SS_Job_Quee_Card_DT_ONE
COMPANY_CODE (Pk) (Fk) DRCR_CODE (Pk) (Fk) REQUEST_SLNO (Pk) (Fk) TICKET_NO (Pk) (Fk) JOB_ASSIGN_NO (Pk) (Fk) JOB_NO (Pk) SERVICE_GROUP_CODE (Pk) SERVICE_CODE (Pk) JOB_ASSIGN_TO JOB_COMP_DATE

Master Details relation

Master Details relation

SS_Feedback_DTONE
COMPANY_CODE (Pk) (Fk) DRCR_CODE (Pk) (Fk) REQUEST_SLNO (Pk) (Fk) TICKET_NO (Pk) (Fk) FEEDBACK_NO (Pk) (Fk) FEEDBACK_SLNO (Pk) JOB_NO (Pk) SERVICE_GROUP_CODE (Pk) SERVICE_CODE (Pk) FEEDBACK_JOB_STATUS

SS_Response_MT
COMPANY_CODE (Pk) DRCR_CODE (Pk) REQUEST_SLNO (Pk) TICKET_NO (Pk) JOB_ASSIGN_NO (Pk) JOB_ASSIGN_SLNO (Pk) JOB_NO (Pk) SERVICE_GROUP_CODE (Pk) SERVICE_CODE (Pk) JOB_ASSIGN_TO SERVICE_RESPONSE_NO (Pk) RESPONSE_STATUS RESPONSE_DATE

SS_Response_DT
COMPANY_CODE (Pk) (Fk) DRCR_CODE (Pk) (Fk) REQUEST_SLNO (Pk) (Fk) TICKET_NO (Pk) (Fk) JOB_ASSIGN_NO (Pk) (Fk) JOB_ASSIGN_SLNO (Pk) (Fk) JOB_NO (Pk) (Fk) SERVICE_GROUP_CODE (Pk) (Fk) SERVICE_CODE (Pk) (Fk) JOB_ASSIGN_TO SERVICE_RESPONSE_NO (Pk) (Fk) RESPONSE_SLNO (Pk) RESPONSE_DETAIL JOB_RESPONSE_REMARKS RESPONSE_STATUS

Master Details relation

Master Details relation

SS_Feedback_DTTWO
COMPANY_CODE (Pk) (Fk) DRCR_CODE (Pk) (Fk) REQUEST_SLNO (Pk) (Fk) TICKET_NO (Pk) (Fk) FEEDBACK_NO (Pk) (Fk) FEEDBACK_SLNO (Pk) (Fk) JOB_NO (Pk) (Fk) SERVICE_GROUP_CODE (Pk) SERVICE_CODE (Pk) FEEDBACK_JOB_SLNO (Pk) FEEDBACK_DESCRIPTION (Pk) FEEDBACK_REMARKS (Pk)

SS_Feedback_MT
COMPANY_CODE (Pk) DRCR_CODE (Pk) REQUEST_SLNO (Pk) TICKET_NO (Pk) FEEDBACK_NO (Pk) FEEDBACK_DATE FEEDBACK_STATUS_FLAG Master Details relation

Service feedback

Fig: ER-Diagram

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Lookup Table:

HR_EMPLOYEE
COMPANY_CODE (Pk) DESIG_CODE (Pk) DEPT_CODE (Pk) EMP_NAME DATE_OF_BIRTH M_STATUS SEX FATHERS_NAME PRS_ADDRESS1 PRM_ADDRESS1 TEL_NO ACC_NO JOIN_DATE EMP_STATUS EMP_TYPE JOIN_BASIC CURR_BASIC TIN_NO PASSPORT_NO STOP_SALARY NATIONALITY RELIGION EMP_CODE (Pk) PROB_END_DATE FAX_NO E_MAIL DEDUCT_FLAG

HR_DESIGNATION
DESIG_CODE (Pk) DESIG_NAME DESIG_RANK

Abc_company
COMPANY_CODE (Pk) COMPANY_NAME COMPANY_ADD1 COMPANY_ADD2 COMPANY_ADD3 PHONE_NO COMPANY_TYPE RELATED_COMPANY COMPANY_CONTACT_NO WEB_ADDRESS COMPANY_EMAIL

MENU_USER
IDNO (Pk) NAME REF_NAME REF_ID FR UNAME OBJECT_NAME MODULE_NAME

HR_DEPARTMENT DEPT_CODE (Pk) DEPT_NAME DEPT_LOC

Client_info
COMPANY_CODE (Pk) DRCR_CODE (Pk) NAME SNAME ADDR1 ADDR2 ADDR3 PHONE_NO DRCR_FLAG ACCODE STATUS EMAIL

MENU_MASTER
IDNO (pk) NAME REF_NAME REF_ID FR UNAME OBJECT_NAME MODULE_NAME ULEVEL

Fig: Lookup Table Look-up is a stage in data stage process i.e. used for build a data warehouse and make it easy for the end users to add new values to be picked from LOV. Lookup tables are like master tables which are static & will be referred by other Base tables for reference. Lookup tables are basically used for referring a predefined data which are stored in the table.

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5.5 DFD (Data flow Diagram)

A Data flow Diagram (DFD) is a graphical representation of the "flow" of data through an information system. DFD can also be used for the visualization of data processing (structured design). On a DFD, data items flow from an external data source or an internal data store to an internal data store or an external data sink, via an internal process. A DFD provides no information about the timing of processes, or about whether process will operate in sequence or in parallel. It is therefore quite different from flowchart, which shows the flow of control through an algorithm, allowing a reader to determine what operations will be performed, in what circumstances, but not what kinds of data will be input to and output from the system, nor where the date will come from and go to, nor where the data will be stored (all of which are shown on a DFD).

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Search & Match User id Admin/User Account

Approve Login
Permission Granted or Denied

Log in or Out process

Admin

Request for login

Service Performed

Service Feedback

Request For Service

Client Request for Specific Service

All activity of performance will be recorded

All feedback will be recorded. If same service is requested it should be tracked.

Assign to a employee or a group of employee
Service Ticket Assign

1 Service Ticket Generation

Service Response

Employee Data

Client Data

Service Category

Available Services

All types of Service Data

5.5.1 Diagram (DFD) of Service Support Management System

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5.6 Conclusion In this chapter discuss about the Entity Relationship Diagram, Data Flow Diagram with 0th level diagram & System Design.

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Chapter-6

6.1 Introduction
In this chapter discuss about data table and design view of different data table, graphical view of our software and testing.

6.2 Data Tables

In relational databases and flat file databases a table is a set of data elements (values) that is organized using a model of vertical columns (which are identified by their name) and horizontal rows. A table has a specified number of columns, but can have any number of rows. Each row is identified by the values appearing in a particular column subset which has been identified as a candidate key. Table is another term for relations, although there is the difference in that a table is usually a multi-set (bag) of rows whereas a relation is a set and does not allow duplicates. Besides the actual data rows, tables generally have associated with them some meta- information such as constraints on the table or on the values within particular columns.

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Table Name

No Of Column

Fig: Tables

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6.3 Shortcut Keys:

Shortcut keys F7 F8 F9 F3 F4 Ctrl+e Ctrl+F1

Function Enter Query Execute Query List of Values (LOV) Duplicate field/item Duplicate record Edit Show Keys

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6.4 Buttons and their functionalities

Buttons Save

Function Save all the entered information into the Database

Report

Run Report for the Specific Employee

First Record

Go to the First Record

Previous Record

Go to the Previous Record

Next Record

Go to the Next Record

Last Record

Go to the Last Record

Exit

Close the opened form

Search

Find out some specific information

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6.5 User Manual

Login Screen of Service Support Management System

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6.5.1 Menu Overview Tree Manu:

(a)Tree Menu Overview

The Service Support Management System software has been separated into two parts: SSMS Lookup o Forms o Reports Management o Forms o Reports Daily Task Task Management o Forms o Reports

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SSMSLookup Forms

SSMSLookup Reports

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SSMSManagement Forms

SSMS Management Reports

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6.5.2 Forms Overview:

SSMSLookupCompany Information

(a)Company Information
This screen is designed to store all available Company Information into the database. Inserted Company Information will be used for later transaction. So inserted Company Information must be valid.

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SSMSLookupClient & Supplier Information

Fig: Client & Supplier Information

Client & Supplier Information will be inserted into the database through this
form. Entered information must be valid because this list will be used several times. So user should enter real and valid data.

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SSMSLookupDesignation

Fig: Designation Form

This screen is designed to store all available designations into the database. Inserted designation will be used for later transaction. So inserted designation must be valid. There is another field Rank right after the designation field which will be used to give a rank to a designation.

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SSMSLookupDepartment

Fig: Department Forms

This screen is designed to store all available Departments into the database. Inserted designation will be used for later transaction. There is another field Location right after the Departments field which will be used to give a Location to a Department.

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SSMSLookup Employee Information Entry

This form is used to capture all the information about an employee. Theres a hidden functionality called LOV (List of Value) in this form. To activate LOVs have to press F9 or Double click on the field which contained LOV. In this form three fields Company Name, Designation and Department contained LOV.

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SSMSLookup Service Information

Fig: Service Information

This screen is designed to store all available Service Information into the database. Inserted available Service Information will be used for later transaction.

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SSMS Management Service Request Information

Fig: Service Request Information

This form is designed to keep record of Service Request Information details and generate the ticket number against Client request. This ticket number is unique and system generated. The details Section will be used to store Job number against a ticket number.

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SSMS Management Service Assign Information

This form is developed for holding the ticket number by the LOV and assign the job to a employee or a team. This form is the main part of the form ,so user
should enter real and valid data. Theres a hidden Functionality called LOV (List of Value) in this form. To activate LOVs have to press F9 or Double click on the field which contained LOV.

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SSMS Management Service Assign Information

Fig: Service Assign Information

This form is designed to keep record of Service Response details or service performance details. After completing the job then respective employee or team leader store this data to this form.

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SSMS Management Service Feedback

Fig: Service Feedback

This form is designed to keep record of Client Feedback details. After completion of job, Client feedback against their ticket number.

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6.5.3 Report Overview

SMSLookup ReportsClient Report

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SMSLookup ReportsEmployee Report

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SMSLookup ReportsService Report

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SMS ManagementReport Service Request Report

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SMS Management Report Service Assign Report

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SMSLookup Management Service Request Report

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SMS Management Report Service Feedback Report

6.5 Conclusion
In this chapter discussed about the Service Support Management System software overview.

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Chapter-7
7.1 Testing It is integral part of any systems development life cycle without which the system developed is sure to fail and result in loss of economic and manpower investments besides users dissatisfaction and downfall of reputation. System testing is the stage of implementation, which aims at ensuring that the system works accurately and efficiently before actual operation commences. No program or system design is perfect, communication between the user and the designer is not always complete or clear. All this can result in errors. Another reason for system testing is its utility as a user oriented vehicle before implementation. The application system is worthless if does not meet user needs, thus the system should be tested to see whether it meets the user requirements. 7.2 Testing types There are two types of software testing use in this system:

7.3 White box testing: To find the error of Service Support Management System software by white box testing.

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7.4 Algorithm: 1. If Client is not logged in then show login page else go to step 2. 2. The clients can log the support call, these calls can be assigned to the respective site engineers and generate the Ticket Number. 3. Admin assign the job to an employee or Team by the ticket number. 4. After performing the job an employee or Team response against job number. 5. After Completion of job ,Client Feedback against Ticket number. 6. After proper completion of all job logout from the system. 7.5 Flow Chart & Flow Graph:

5 6

(a) Flow chart

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2,3, 4,5

6
(b) Flow graph 7.6 Cyclomatic Complexity: The cyclomatic complexity is now computed in three ways: 1. The flow graph has 2 regions. 2. V (G) = 3 edges 3 nodes + 2 = 2. 3. V (G) = 1 predicate nodes + 1 = 2. Therefore, the cyclomatic complexity of flow graph is 2. 7.7 Independent Program Paths: A set of independent program paths for the flow graph is Path 1: 1 6 Path 2: 1 2 3 4 5 1 6 Discussion: From the above testing it is clear that the software has no logical error.

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7.8 Black box testing:

To find error of Service Support Management System software by black box testing are given below:

Input Class: There are main 4 input categories in this software (a)Service Request: Request Date: These Display Item fields generate a Sys date. Request No: Request No field generate a Request No. Ticket No: Ticket Number field generate a system generated Ticket number. Priority Level: Priority Level field input from given list item. Client Name: This field input from LOV. Example: F9 Request By: This field holds any letter or number and maximum limit 15. Example: Ahamed. Email: This field holds any valid email id and maximum limit 35. Example: abc@yourmail.com Job no: This field generates a system generated Job no. Service Group Name: This field input from LOV. Example: F9 Service Name: This field input from LOV. Example: F9. Delivery Date: This field holds any valid date. Example: 12/12/2012 Service Remarks: This field holds any letter or number and maximum limit 120.

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(b)Service Assign: Job Assign Date: These Display Item fields generate a Sys date. Job Assign No: Job Assign No field generate a system generated Job Assign No. Ticket No: This field input from LOV. Example: F9 Job Assign By: This field input from LOV. Example: F9 Sl No: These Display Item fields generate a system generated Sl No. Job No: This field input from LOV. Example: F9 Service Name: This field input from LOV. Example: F9 Delivery Date: This field holds any valid date. Example: 12/12/2012 Job Assign To: This field holds any letter or number and maximum limit 15. Completion Date: This field holds any valid date. Example: 12/12/2012 Employee Name: This field holds any letter or number and maximum limit 15. Example: Ahamed.

(c)Service Response: Response Date: These Display Item fields generate a Sys date. Response No: Response No field generate a system generated Response No. Ticket No: This field input from LOV. Example: F9 Client Name: This field input from LOV. Example: F9 Job Assign Date: This field input from LOV. Example: F9 Service name: This field input from LOV. Example: F9 Job Assign To: This field input from LOV. Example: F9 Job No: This field input from LOV. Example: F9

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Job Assign By: This field input from LOV. Example: F9 Response Status: Response Status field input from given list item. Sl No: These Display Item fields generate a system generated Sl No. Response Details: This field holds any letter or number and maximum limit 120. Response Remarks:This field holds any letter or number and maximum limit 120. Response Status: Response Status field input from given list item.

(d)Feedback: Feedback Date: These Display Item fields generate a Sys date. Feedback No: Feedback No field generate a system generated Feedback No. Ticket No: This field input from LOV. Example: F9 Client Name: This field input from LOV. Example: F9 Status Flag: Status Flag field input from given list item. Sl No: These Display Item fields generate a system generated Sl No. Job No: This field input from LOV. Example: F9 Service Group name: This field input from LOV. Example: F9 Service name: This field input from LOV. Example: F9 Feedback Job Status: Feedback Job Status field input from given list item. Sl No: These Display Item fields generate a system generated Sl No. Feedback Description: This field holds any letter or number and maximum limit 120. Feedback Remarks:This field holds any letter or number and maximum limit 120.

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7.9 Discussion: From the above testing it is clear that there is no functional error in this software.

7.10 Conclusion
In this chapter discuss about the two types of software testing, White box testing and Black box testing.

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Chapter-8

8.1 Discussion & Conclusion: After completed the project, I am sure the problems in the existing system would overcome. The Service Support Management System process made computerize to reduce human errors and to increase the efficiency. The main focus of this project is to lessen human efforts. The maintenance of the records is made efficient, as all the records are stored in the Oracle database, through which data can be retrieved easily. The navigation control is provided in all the forms to navigate through the large amount of records. The editing is also made simpler. The user has to just type in the required field and press the edit button to edit the desired field. The ticket number are given at particular unique id no. So that they can be accessed correctly and without errors, The main aim of the project is to get the correct information about a particular client Ticket number available in software. The problems, which existed in the earlier system, have been removed to a large extent. And it is expected that this project will go a long way in satisfying users requirements. The computerize of the Service Support Management System will not only improves the efficiency but will also reduce human stress thereby indirectly improving, human recourses and that Drives Satisfaction across Every Customer touch point. Service Support Management System is also helps you to not only reduce costs and improve customer retention, but with the right processes, it can be a vital tool for upselling and driving more revenue. Service Support Management System application Transform your customer experience and build great customer connections with Service.