VISVESVARAYA TECHNOLOGICAL UNIVERSITY

Jnana Sangama, Belagavi- 590018

An Internship Report on
“Customer e-Ticket Generation for Query and Complain”
An Internship report submitted during final semester in partial fulfillment
of the requirement for the award of the degree
Bachelor of Engineering
In
Information Science and Engineering
Submitted by
PADMASHREE S
1AY16IS076

Internship carried out At

Angika Technologies Pvt Ltd

Internal Guide External Guide

Prof. Chaitra B Mr. Prabhakar Singh
Assistant Professor Software Developer
Acharya Institute of Technology Angika Technologies

DEPARTMENT OF INFORMATION SCIENCE

& ENGINEERING
ACHARYA INSTITUTE OF TECHNOLOGY
(Affiliated to Visvesvaraya Technological University, Belgaum, Recognized by
AICTE and Accredited by NBA, New Delhi)
Acharya Dr. Sarvepalli Radhakrishnan Road,
Soldevanahalli, Bengaluru-560107
2019-20
 VISVESVARAYA TECHNOLOGICAL UNIVERSITY
Jnana Sangama, Belagavi- 590018

An Internship Report on

“Customer e-Ticket Generation for Query and Complain”

An Internship report submitted during final semester in partial fulfilment of the
requirement for the award of the degree
Bachelor of Engineering
In
Information Science and Engineering

Submitted by

PADMASHREE S
1AY16IS076

Under the guidance of

Prof. Chaitra B
Assistant Professor

DEPARTMENT OF INFORMATION SCIENCE &

ENGINEERING ACHARYA INSTITUTE OF TECHNOLOGY
(Affiliated to Visvesvaraya Technological University, Belgaum, Recognized
by AICTE and Accredited by NBA, New Delhi)
Acharya Dr.Sarvepalli Radhakrishnan Road,
Soldevanahalli, Bengaluru-560107
2019-20
 VISVESVARAYA TECHNOLOGICAL UNIVERSITY

ACHARYA INSTITUTE OF TECHNOLOGY

DEPARTMENT OF INFORMATION SCIENCE &
ENGINEERING

(Affiliated to Visvesvaraya Technological University, Belagavi, Recognized by AICTE

and Accredited by NBA, New Delhi)
Acharya Dr. Sarvepalli Radhakrishnan Road, Soldevanahalli, Bengaluru-560107

Certified that the Internship work entitled “Customer e-Ticket Generation for Query and
Complain” is a bonafide work carried out by Mr. Padmashree S (USN: 1AY16IS076) in partial
fulfillment for the award of degree Bachelor of Engineering in Information Science and
Engineering from Visvesvaraya Technological University, Belagavi during the academic year
2019-2020. It is certified that all corrections/suggestions indicated for Internal Assessment have
been incorporated in the Report deposited in the Departmental library. The Internship has been
approved as it satisfies the academic requirements in respect of Seminar work prescribed for the
Bachelor of Engineering Degree.

-------------------------------- -----------------------------
Prof. Chaitra B Marigowda C K

Guide Head of the Department

External Viva
Name of the Examiners Signature with Date
Internship Certificate
 DECLARATION

I, Padmashree S bearing USN -1AY16IS076, student of BE - Information Science

and Engineering, Acharya Institute of Technology, Bengaluru-560107, hereby
declare that the internship entitled “Customer e-Ticket Generation for Query and
Complain” is an authentic record of my own work carried out under the
supervision and guidance of Prof. Chaitra B, Assistant Professor, Dept of ISE,
Acharya Institute of Technology, Bengaluru. I have not submitted the matter to
any university or Institution for the award of any other degree.

Date: 14/06/2020 Padmashree S

Place: Bengaluru 1AY16IS076
 EXECUTIVE SUMMARY

Within my study Information Science and Engineering, I am interested in carrying out real
time projects which will be effectively used for the society. It was a great opportunity for
me to do one-month internship at Angika Technologies Pvt Ltd, Bangalore. The internship
was concentrated Web development. At the beginning of the internship I had set several
learning goals regarding the improvement of knowledge and skills of various technologies
used to carry out the internship. I had experience on new technologies and new patterns of
software development.

In conclusion, the internship was a useful experience. I realized my strengths and

weaknesses. I gained new knowledge and skills and met many new people. I got insight
into the work of an organization. The financing of projects is an important factor and
forces to be flexible in attitude and approach. At last this internship has given me new
insights and motivation to prepare myself for my future career. I can improve by learning
many more technologies.
 ACKNOWLEDGEMENT

The satisfaction that accompanies the successful completion of this Internship would be
incomplete without the mention of the people who made it possible through constant
guidance and encouragement.

I would take this opportunity to express my gratitude to Sri. B. Premnath Reddy,

Founder Chairman, Acharya Institutes and Dr. Prakash M R, Principal, Acharya Institute of
Technology for providing the necessary infrastructure to complete the Internship.

I wish to express my deepest gratitude to Prof. Marigowda C K, Head of the

Department, Information Science and Engineering and the internship coordinator, Prof.
Umapathi G R for their constant Support.

I wish to express my sincere thanks to my guide Prof. Chaitra B, Assistant

Professor , Department of Information Science and Engineering for helping throughout
and guiding me from time to time.

A warm thanks to the faculty of Department of Information Science and

Engineering, who have helped me with their views and encouraging ideas.

Padmashree S (1AY16IS076)

i
 ABSTRACT

Angika Technologies Pvt. Ltd. is a leading IT software solutions and services industry
focusing on quality standards and customer values. They offer broad range of customized
software applications powered by concrete technology and industry expertise. Angika
Technologies Pvt. Ltd. is also a leading Skills and Talent Development company that is
building a manpower pool for global industry requirements. Angika Technologies Pvt.
Ltd. helps students to transform their own ideas to project. They find you the best talent
of pre-screened, interested candidates to our recruiters and/or hiring managers.

Customers may have complaints about its products. They will be given an product id
for each product, where they can send complaint based on the product id when they find a
fault product .The complaints can be assigned to different persons and will get tracked to
closure. The “Customer e-Ticket Generation For Query and Complain” software is an
independent application. It is a self-contained product. The application is developed to issue
and generate e-ticket based on the customer’s query and complaints related to their services.
The team head will set the compliant to particular employee to check and assign query to
related department. Super admin will track all the query and complaints and will give the
confirmation of resolution based on the e-Ticket Id will be generated and customer will get
notification for the same.

ii
 TABLE OF CONTENTS

ACKNOWLEDGEMENT i

ABSTRACT ii

1. INTRODUCTION 1

1.1 ABOUT THE ORGANIZATION 1

1.2 WEB DEVELOPMENT 1

1.3 DEFINITION 2

1.4 TECHNOLOGY LEARNT 2

1.5 ABOUT THE PROJECT 3

2. INTERNSHIP DISCUSSION 4

2.1 DESIGN 4

2.2 IMPLEMENTATION OF THE PROJECT 9

2.3 CHALLENGES FACED DURING INTERNSHIP 10

2.4 RESULTS 10

CONCLUSION 13

BIBLIOGRAPHY 14
Customer e-Ticket Generation for Query and Complain

CHAPTER 1

INTRODUCTION

1.1 About the Organization

The internship was carried out at Angika Technologies Pvt Ltd, AGB Layout, Bengaluru.
Angika Technologies Pvt. Ltd. is a leading IT software solutions and services industry
focusing on quality standards and customer values. They offer end to end embedded
solutions to its customers that entail all stages of product life cycle. They help students to
transform their own ideas to project. They have world class innovative ideas on
Embedded, IOT, Mat lab, VLSI, Android, Big Data, Dot net, Java and much more. Some
of the Company products are AECMS,AEMS,AASS.

1.2 Web Development

Web Development (WD) is the work involved in developing a web site for the Internet (World
Wide Web) or an intranet (a private network). Web development can range from developing a
simple single static page of plain text to complex web-based internet applications (web
apps), electronic business, and Social network services. A more comprehensive list of tasks to
which web development commonly refers, may include web engineering, web design, web
content development, client-side/server-side scripting, web server and network security
configuration, and e-commerce development.
Practical Web Development
In practice, many web developers will have basic interdisciplinary skills / roles, including:
*Graphic design / web design
*Mobile responsiveness
Security Considerations
Web development takes into account many security considerations, such as data entry error
checking through forms. Malicious practices such as SQL injection can be executed by users
with ill intent. Scripts can be used to exploit websites by granting unauthorized access to
malicious users that try to collect information such as email addresses, passwords and
protected content like credit card numbers.

AIT / ISE / 2019-20 1

Customer e-Ticket Generation for Query and Complain

1.3 Definition

Web development refers to building, creating, and maintaining websites. It includes aspects
such as web design, web publishing, web programming, and database management. Web
development is the coding or programming that enables website functionality, per the owner's
requirements. It mainly deals with the non-design aspect of building websites, which includes
coding and writing markup.

1.4 Technology Learnt

In my Internship at Angika Technologies I learnt Web Programming Languages such as

HTML, CSS, Javascript, PHP, Bootstrap, MySql.
1) HTML
HyperText Markup Language (HTML) is the language behind most web pages. The language
is made up of elements that describe the structure and format of the content on a web page.
2) CSS
Cascading Style Sheets (CSS) are used in HTML pages to separate formatting and layout from
content. Rules defining color, size, positioning, and other display aspects of elements are
defined in the HTML page or in linked CSS pages.
3) Javascript
JavaScript is used to make HTML pages more dynamic interactive. It can be used to validate
forms, pop up new windows, and create dynamic effects such as drop-down menus and image
rollovers. The word “JavaScript” is a proprietary for Netscape’s version of ECMAScript.
Microsoft’s version of this language is called JScript.
4) PHP
It stands for “Hypertext Preprocessor” ,is a popular general purpose scripting language that is
specially used for web development.
5) Bootstrap
It is a free and open source framework for the creation of websites and mainly used for
responsive structures.
6) MySql
It is a freely available open source RDBMS that uses SQL, which is the most popular language
for adding, accessing and manipulating content in a database.

AIT / ISE / 2019-20 2

Customer e-Ticket Generation for Query and Complain

1.5 About the Project

Customers may have complaints about its products. They will be given an product id for each
product, where they can send complaint based on the product id when they find a fault product
.The complaints can be assigned to different persons and will get tracked to closure. The
“Customer e-Ticket Generation For Query and Complain” software is an independent
application. It is a self-contained product. The traditional forum system consists of public
meeting or presentation involving a discussion usually among experts and often including
audience participation. This system acts as an interface between the customers and call
engineers thereby enabling them to forward their complaints to the appropriate call engineer.

This project is based on the Customer e-Ticket Generation for Query & Complain, this
application is developed to issue and generate e-ticket based on the customer’s query and
complaints related to their services. The team head will set the compliant to particular
employee to check and assign query to related department. Super admin will track all the
query and complaints and will give the confirmation of resolution based on the e-Ticket Id will
be generated and customer will get notification for the same. Super Admin/team head will
create the set of Query and Complaints. For each complaint one unique ID will be issued to
customer for whom they can track the status in future. After assigned complaint to employee
the customer will get notification regarding the issues. Once the query has been solved and
checked/confirmed by super admin the e-Ticket id will be closed.

AIT / ISE / 2019-20 3

Customer e-Ticket Generation for Query and Complain

CHAPTER 2

INTERNSHIP DISCUSSION

Problem Statement
Customer e-ticket generation for query and complain mainly focuses on solving the
complaints related to the customer services. The traditional forum system consists of public
meeting or presentation involving a discussion usually among experts and often including
audience participation. In the early days it was more time consuming to the customer to solve
there complaints, Hence, making the work easy for both the complaint raiser and the person
who resolves the complaint. Here, in complaint tracking, it fulfills different requirements of
administrator and customer more efficiently.

2.1 Design
2.1.1 Low Level Design
Low-level design is a component-level design process that follows a step-by-step
refinement process. This process can be used for designing data structures, required software
architecture, source code and ultimately, performance algorithms.

Figure 2.1 : Low Level Design of the System

Here in the Low Level Design, Once the user Log in to the Application, if he has any queries
or complaints he can enter his details and enter the issue in the system, once the compliant is
registered, the system generates the e-Ticket for the respective customer and at the same time
the system alerts the Admin to resolve the issue. The Admin assigns the work to the team head

AIT / ISE / 2019-20 4

Customer e-Ticket Generation for Query and Complain
and the team head will resolve the issue and notifies to Admin. Later the Admin updates the
status of the complaint. Customer can also track the status of the complaint in the portal.

2.2.2 Sequence Diagram

Sequence model will show the participation in an interaction and in the sequence of
messages among them. It also shows the interaction of a system with its actors.
Sequence Diagram for Admin :

profile View User View Owner View

Details Details Logout
view Complaints
Admin
Login

Figure 2.2 : Sequence Diagram for Admin

Here, The Admin can view the profile of the user, User Details, Owner Details, Complaints
and even he can logout.
Sequence Diagram for Owner :

Ow ner Upload View

Login Logout
Registration Product Complaints
Ow ner
Login

Figure 2.3 : Sequence Diagram for Owner

AIT / ISE / 2019-20 5

Customer e-Ticket Generation for Query and Complain
Here, The Owner can do the Registration later he can login, upload the product, View the
complaints and he can logout.
Sequence Diagram for User :

User Search Add

Login Logout
Registration Product Complaints
User
Login

Figure 2.4 : Sequence Diagram for User of the system

Here, the user of the system can login, search for the product, add the complaints if there is
any issue with the product and can also track the status of the complaint and can also logout.

2.2.3 DataFlow Diagram

A data-flow diagram is a way of representing a flow of a data of a process or a system.
The DFD also provides information about the outputs and inputs of each entity and the process
itself.

Dataflow Diagram for Admin

Login

YES NO
Admin

Vie w Ow ne r
De ta ils

Vie w Use r Una uthorise d

De ta ils Use r

Vie w Compla ints

End Proce ss

Figure 2.5 : Dataflow Diagram for Admin

AIT / ISE / 2019-20 6

Customer e-Ticket Generation for Query and Complain
Dataflow Diagram for Owner
Login

YES NO
Owner

Owner
Registration

Login Unauthorised
User

Product Upload

End Process

Figure 2.6 : Dataflow Diagram for Owner

Here, The Owner can do the Registration later he can login, upload the product, View the
complaints and he can logout.

Dataflow diagram for User

Login

YES NO
User

User Registration

Unauthorised
Product Search
User

Complaints
Register

End Process

Figure 2.7: Dataflow Diagram for User

Here, the user of the system can login, search for the product, add the complaints if there is
any issue with the product and can also track the status of the complaint and can also logout.

AIT / ISE / 2019-20 7

Customer e-Ticket Generation for Query and Complain
2.2.4 Module Description
This project consists of following modules : Customer e-Ticket Generation for Query &
Complain has 6 modules. Administrator has full permission to access this software and user
has limited features.

 Create User Type

 Create different credential for e-ticket issues
 CRM (Consumer Relationship Management)
 e-ticket Generation and Status
 Report
 About
1.Create User Type
In this module the admin will collect the information from the customer For eg. Name,
Address, Phone number Etc. After Collecting the information the admin will store the details
of the customer in the database. So that the customer can resolve his/her Complaints according
to there Queries.
2.Create different credential for e-ticket issues
In this module the admin will create the different credential for e-ticket issues according to
to the customer Queries.
3.CRM (Consumer Relationship Management)
In this module Customer Relationship Management is a strategy for managing an
organizations relationships and interactions with customers and potential customers. A CRM
system helps companies stay connected to customers, streamline processes, and improve
profitability. CRM software records customer contact information such as email, telephone,
website social media profile, and more. It can also automatically pull in other information,
such as recent news about the company's activity, and it can store details such as a client's
personal preferences on communications. The CRM system organizes this information to give
you a complete record of individuals and companies, so you can better understand your
relationship over time.

4.e-ticket Generation and Status

In this module the e-ticket will be generated to the customer, by using that code the customer
can check the status of his/her complaint.

AIT / ISE / 2019-20 8

Customer e-Ticket Generation for Query and Complain
5.Report
In this module the customers can view there status of the complaints.
6.About
In this module the customers can known about the website.
7.Login Module: Login module will help in authentication of admin account. Admin who has
valid login id and password can only login into respective account.
8. MVC Module: MVC enables logical grouping of related actions on a controller together.
The views for a specific model are also grouped together. Multiple developers can work
simultaneously on the model, controller and views, Because of the separation of
responsibilities, future development or modification is easier.

2.2 Implementation of the Project

Product function

This product has various functions as follows:

 To resolve the complaints of the customers.

 To provide the customer a easy and fast process without wasting much time.
 Stores and details in the database.
 The customer can check the status of their complaints.
 The customers can keep track on there complaints.

User Characteristics

The user characteristics are as follows:

 Customers can get there work done quickly,

 Customers can send there details to the admin by sitting in there home.
 Customer service center.
 System Administrator
 Customers complaints will be fulfilled by this process.

AIT / ISE / 2019-20 9

Customer e-Ticket Generation for Query and Complain

2.3 Challenges Faced during Internship

The challenges with the internship and project were time limit and working within
deadlines and testing our codes with different testing methods. Routing the website with
backend as there were issues with the APIs. Implementation of the project was challenging but
with the help of senior employees and our project guides all the problems were solved easily.

After completion of the coding phase the initial testing was done at software label. After
completion of initial testing phase our project gone under testing at testing team label. Testing
team also suggested several changes and we have done those changes then application went
under testing phase again and after passing each test cases application was ready for
deployment. Deployment of the project was challenging but with the help of senior employees
and our project guides all the problems were solved easily.

2.4 Results

Figure 2.4.1 : Login Page for User of the system

This module basically provides a user interface where a user can login to the query &
complain section.

AIT / ISE / 2019-20 10

Customer e-Ticket Generation for Query and Complain

Figure 2.4.2 : Home Page for User of the system

This is the home page module developed on HTML, CSS, and Bootstrap & PHP. Main
functionality to provide a good user interface for the user to reach out their query & complain
sections.

Figure 2.4.3 : e-Ticket Generation Form

In this module a user can raise a complain about their product. After successfully submission a
user will get an ID to track the ticket in future.

AIT / ISE / 2019-20 11

Customer e-Ticket Generation for Query and Complain

Figure 2.4.4 : Tracking e-Ticket

Once the complaint is registered, the user can track the status of his complaint by entering the
e-ticket in this module.

Figure 2.4.5 : Tracking e-Ticket

This is the table view of all raised & completed ticket id.A complete set of data will be
provided to the admin.

AIT / ISE / 2019-20 12

Customer e-Ticket Generation for Query and Complain

CONCLUSION

It meets the information requirements specified to a great extent. The system has been
designed keeping in view the present and future requirements in mind and made very flexible.
The system has been divided in modules so that each module has a separate entity making the
modifications easy without affecting its design. There is always room for improvements in
software, however efficient it may be.
The CRM for online compliant management system is a web-based application for
primarily providing training to the employees who provide customized solutions to meet
organizational needs.This application software has been computed successfully and was also
tested successfully by taking “test cases”. It is user friendly, and has required options, which
can be utilized by the user to perform the desired operations.

FUTURE ENCHANCEMENT
The Future Enhancements are as follows:
 Now a day’s Android application are taking place, so we can implement this
application in android.
 The complaints that are sent by customer can be resolved faster in the future.
 The customers time will be saved.
 Customers can get notification about there complaint.
 Customer will be beware of the fake products.
 Instant access.
 Improved productivity.
 Optimum utilization of resources.
 Efficient management of records.
 Less processing time and getting required information.
 User friendly.
 Portable and flexible for further enhancement.

AIT / ISE / 2019-20 13

Customer e-Ticket Generation for Query and Complain

BIBLIOGRAPHY

[1] Randy Connolly, Ricardo Hoar, “Fundamentals of Web Development”, 1st Edition,
Pearson Education India.

[2] Robin Nixon, “Learning PHP, MySQL & JavaScript with JQuery, CSS andHTML5” 4 th
Edition, O’Reilly Publications, 2015.

[3] Nicholas C Zakas, “Professional JavaScript for Web Developers”,3 rdEdition,Wrox/

Wiley India, 2012

[4] Zak Ruvalcaba Anne Boehm, “Murach's HTML5 and CSS3”, 3rdEdition,Murachs/
Shroff Publishers & Distributors Pvt Ltd, 2016.

[5] “HTML & CSS: Design and Build Web Sites” Book by Jon Duckett.

[6] “Learn to Code HTML and CSS: Develop and Style Websites” Book by Shay Howe
[7] “Learning Web Design” Book by Jennifer Niederst Robbins

[8] “Head first HTML and CSS” Book by Elisabeth Freeman and Eric Freeman

[9] https://www.w3schools.com

[10].https://html.com/
[11].https://en.wikipedia.org/wiki/HTML

AIT / ISE / 2019-20 14