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EMAIL TO TICKET AUTOMATION

A PROJECT REPORT

Submitted in partial fulfilment for the award of the degree

Of

Master of Science
in
Information Technology
by

THANUJA M
(15MIN0864)

Under the guidance of

Prof. Chandrashekhar P Chavan,

School of Information Technology and Engineering


June,2019

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Table of Contents

LIST OF SYMBOLS & ABBREVIATIONS ...................................................3


LIST OF TABLES / FIGURES .........................................................................3
PLAN OF WORK ..............................................................................................4
Organization of the document .........................................................................55
1. Introduction .................................................................................................6
1.1 What is eHelpline? ......................................................................................7
1.2 What is Ticket Automation? .......................................................................8
1.3 Need for Automation ..................................................................................8
1.4 Benefits of Automation...............................................................................8
1.5 Work Flow ..................................................................................................9
2. Technical Specifications ...........................Error! Bookmark not defined.
2.1 Purpose of the document ...........................................................................14
2.2 System Requirements ................................................................................15
2.2.1 Hardware Requirements .........................................................................15
2.2.2 Software Requirements ...........................................................................15
3. Database Design & Specifications ...........................................................16
3.1 Object Details ............................................................................................16
3.2 Object & Data types...................................................................................17
3.3 Object Relation Structure ..........................................................................19
4. Future Goals ................................................................................................20
BIBLIOGRAPHY ..........................................................................................22

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LIST OF SYMBOLS & ABBREVIATIONS

SQL Standard Query Language


IIS Internet Information Services
.Net Framework to create forms and UI designs
DB Database
CMDB Configuration Management Database
IM Incident Management
RF Request fulfillment
ITSM Information Technology Service
Management

LIST OF TABLES / FIGURES


Figure/Table No Captions
Figure 1.1 Flowchart of Automation process flow
Figure 1.2 Architecture of Automation
Figure 1.3 Login screen of eHelpline
Figure 1.4 Incident and Service request page of eHelpline
Figure 3.1 Object Relation Structure

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PLAN OF WORK
Serial Tasks / Subtasks to be Expected Week Specific Deliverable in
done
Number of Completion terms of the project

1 Requirements Collection End of Week 2 Requirement Specification


&
Analysis Document
• Doing walk through of
Existing systems.
• Go through all available
documents for better
understanding to the
Requirements.
• Developing functionality
charts at application
level
• Analyzing and
comparing Functionality
charts.
• Understanding business
rationale behind each
Functionality.
• Discussing
functionalities with
business users

2 Design Phase End of Week 5 Design Document


Designing the
technical and
functional design

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document considering
the business
requirement and
expectations.

3 Coding End of Week 13 Source code


Developing the Web
Service and Windows
Service.
Unit Test Cases

4 Final Preparation/ Testing End of Week 15 Test Summaries


/ Migration from
Development environment Test Report

5 Completion of Dissertation End of week 16 Dissertation Report


Report

Organization of the document

This document includes the following chapters:

 Chapter 1. Introduction.
This chapter explains the challenges faced in current scenario.
Also it describes the need, benefits, Solution over the challenges of current
scenario using ticket creation automation.
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 Chapter 2. Technical Specification.
This chapter discusses the technical specification required for the application.

 Chapter 3. Database Design & Specification.


This chapter presents the Database structure and Table objects.

 Chapter 4: Future Goals.


This chapter presents the things done for the first 8 weeks for Mid-
Semester and also presents a list of work that are going to be carried out
for the rest of the semester.

Chapter

1
1. Introduction

This chapter contains the following topics:

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 What is eHelpline?
 What is Automation of ticket migration between two ITSM tools?
 Need for Automation
 Benefits of Automation
 Workflow

1.1 What is eHelpline?

eHelpline is an integrated ITSM solution, which is offered as a suite of service


management applications. It acts like a single system that can support all processes
and manage the business services required by the organization. eHelpline is a
Service Desk tool which will track the issues of the user till it gets resolved. Issues
will be logged from the various resources like manual, event, email and phone
etc.….

eHelpline is a user friendly versatile tool that focuses primarily on self-


service. It is flexible, easy to implement and aims at helping organizations achieve
superior Incident and problem resolution, faster request fulfillment and
uncomplicated change, configuration and knowledge management processes.
eHelpline facilitates organizational learning and transfer of information by enabling
easy creation and maintenance of knowledge repositories and reports.

In eHelpline a user can log Incident, Request fulfillment, Change or Problem


calls by logging into the application. But for logging an issue, a CI must be tagged
to him / her, as the issue should be related to an IT Asset. All the data related to the
IT Assets in the company will be residing in the eHelpline Database. Usually, the
Administrator needs to configure all the CI Data manually, whenever a new
Organization starts using the tool.

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1.2 What is Ticket Automation?

When Migrating from Customer ticketing tool to new eHelpline


Ticketing tool, customer expect to retain the previously logged ticket data
and would need it in future for analytics and business improvements.

Logging each of this ticket back in eHelpline manually is a tedious job as


it would require months of man hours, which can be avoided by a enabling a
windows service which requires only a excel as input to replicate the ticket
data from any old system to ehelpline database within minutes.

1.3 Need for Automation

o The prime aim of this project is to automate the manual activities that take
place during ticketing tool migration.

o This automation will radically reduce huge time and effort of a Service
desk engineer, as this works as a background service as a service desk
engineer he would be asked to extract a excel report from the old system
and upload it as an input to windows service.

o A report that will show the number of files uploaded by agent and the
status of each of them.

o For records that fails due to incorrect data, email notifications will have
enabled for respective Service desk agent

1.4 Benefits of Automation

• Radically reduce the efforts of the Administrator in Service Desk


Management.
• Remove errors that arise in manual process.

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• Automate the activities of an Administrator.
• Analytics and business improvements with the help of old data fetched
from customer ticketing tool.
• Make eHelpline Plug n Play.
• For records that fails due to incorrect data, email notifications will have
enabled for respective Service desk agent

1.5 Work Flow

Fig 1.1 Flowchart of Ticket automation process flow:

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Start

Extract the excel report


from ITSM tool 1

Check for Interval

Upload the excel report


into ITSM tool 2

Validate the
data in the excel
template if data
is right

Update the Process Table


with error message

Check if there is already a


ticket logged for the same
customer and same ticket id

Update the Process Table


with existing ticket number

Process new ticket creation in


tool 2 and update the Process
table with new ticket number

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Fig 1.2 Architecture of Ticket Automation:

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Fig 1.3 Login screen of eHelpline:

Fig 1.4 IM & RF Ticket Data Display page of eHelpline:

Incident Management:

Fig 1.4 IM & RF Ticket Data Display page of eHelpline:

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RequestFulfillment:

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Chapter

2
2. Technical Specifications

This chapter contains the following topics:

 Purpose
 System Requirements
• Hardware Requirements
• Software Requirements

2.1 Purpose of the document

This document provides a description of the Automation of ticket


migration between two ITSM tools, in terms of technical requirements, actual
implementation done on the project. The information will help to know how far
the goal is being attained. Development will use this document mainly in the
implementation purpose, and Customers may examine and provide input to the
document.

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2.2 System Requirements

2.2.1 Hardware Requirements

System Configuration
Development Intel I5 Processer 2.6 GHz with 4 GB of
System RAM
Test System Intel Xeon Processor 2.2 GHz with 8 GB of
RAM

2.2.2 Software Requirements

Software Purpose
ASP.Net ,HTML For developing the front end
For running the application in
.Net Framework 4.0
client machines
SQL 2008 R2 For developing the tables
JavaScript, XML Validation
IIS Webserver for running the
application
Windows 2008 For Installing the application
C# Language used for Coding
Service now The Client End tool

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Chapter

3
3. Database Design & Specifications

This chapter contains the following topics:

 Object Details
 Object & its Data types
 Object Relation Structures

3.1 Object Details

SYS Object Name Type Type Description Object Description


Excel_FileDetails U Table Table used to capture the file
details
Excel_TicketData U Table Table used to store the
contents of file
Excel_FileDetailsview v View Views used for reports
Excel_TicketDataview v View Views used for reports
excel_successfailure_view v View Views used for sending fail
mails
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3.2 Object & Data types

 Excel_TicketData

Column_name Datatype Description


PK field unique for new each entity. Null
Id int
is not accepted
CustomerTicketID varchar Customer ticket id
TicketId varchar Ticket id created in ehelpline
Title nvarchar title of the IM\RF client ticket
Description nvarchar Description of the IM\RF client ticket
OpenDateTime datetime OpenDateTime of the IM\RF client ticket
CloseDateTime of the IM\RF client
CloseDateTime datetime
ticket
ResolvedDateTime of the IM\RF client
ResolvedDateTime datetime
ticket
ResolutionComments of the IM\RF
ResolutionComments nvarchar
client ticket
CallSource nvarchar CallSource of the IM\RF client ticket
ServiceCategory of the IM\RF client
ServiceCategory nvarchar
ticket
ParentClassification of the IM\RF client
ParentClassification nvarchar
ticket
Classification nvarchar Classification of the IM\RF client ticket
Urgency nvarchar Urgency of the IM\RF client ticket
Impact nvarchar Impact of the IM\RF client ticket
Company nvarchar Company of the IM\RF client ticket
Status nvarchar Status of the IM\RF client ticket
groupname nvarchar groupname of the IM\RF client ticket
StaffEmailId nvarchar StaffEmailId of the IM\RF client ticket
ClientEmailId nvarchar ClientEmailId of the IM\RF client ticket
flag to indicate that the record is
isProcessed bit
processed
ProcessedOn datetime Time when the record was processed
flag to indicate the scussess\failure
isSuccess bit
during ticket creation
Message nvarchar error message if inccured
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StaffId int Id of the staff who uploaded the file
filename nvarchar filename where the record exist
modulename varchar what kind of ticket it is either IM \ RF

 Excel_Filedetails
Excel_FileDetails
Column_name Datatype Description
ID int PK field unique for new each entity. Null is not
accepted
filename varchar Uploaded filename
FileSize int Uplaoded file size
FileUploadDateTime datetime file uploaded time
CompanyId int company id of the staff who uplaoded filr
IsProcessed bit flag to indicate that the record is processed
staffid int Id of the staff who uploaded the file
Message varchar error message if inccured
isSuccess bit flag to indicate the scussess\failure during ticket
creation
mailsent bit Flag to incdicate whaether mail was sent

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 Excel_successfailure_view

Excel_successfailure_view
Column_name Datatype Description
successcount int count of tickets created successfully
failurecount int count of tickets that was not created
filename nvarchar Uploaded filename
Uploadedfileid int Uploaded Id

3.3 Object Relation Structure

Fig 3.1 Object Relation Structure:

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Chapter

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2. Future Goals
In the past 8 weeks, various kinds of activities have been carried out. They are:

 Analysis of existing system has been carried out

 Detailed study of the existing process, gathering and analyzing the


business requirements have been carried out

 Functional Requirement specification has been prepared

 Technical design specification has been prepared

 Table Structure and EXCEL format has been prepared

Going forward,

Complete coding and unit testing for all the requirements

Prepare Unit Test cases

Prepare System Test cases

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Integrate the application

System Testing

Prepare User Manual

Way Ahead:

A generic picture of Ticket automation will engross the following in future:


Integrating ticket data between two ITSM tools.
Synchronized application with Client tool.
Configuration.
No manual intervention after implementation.
Call logging and updating Functionality.

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BIBLIOGRAPHY

Referred Links:

1. http://www.microsoft.com

2. http://www.asp.net

3. http://www.sqlservercentral.com

4. http://dotnetspider.com

5. http://www.w3schools.com

6. http://www.codeproject.com

7. http://stackoverflow.com

Referred Books:

1. DBMS
i. By Ramakrishnan

2. C# Class Design Handbook: Coding Effective Classes


i. By Richard Conway et al.

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