Final Report

Incident Management System
A
Project Report
On

In partial fulfillment for the award of the degree of
Bachelor of Computer Application
Submitted By
Shah Riya V.
Roll NO: BCA-48
ID: 14B068
Faculty of Management & Information Science

Dharamsinh Desai University,Nadiad-387001
Prof. Gaurav Patel
BCA-Department,
DDU-Nadiad
BCA - DDU DEVELOPED BY – RIYA SHAH

Dharamsinh Desai University

Faculty of Management and Information Science
CERTIFICATE
This is to certify that Ms. Riya v. Shah of Faculty of Management and
Information Science, Dharamsinh Desai University as a part of our Bachelor of
Computer Application (BCA) VIth Semester, has/have done their/his/her project
work on “Incident Management System” at “Zydus Cadila Healthcare LTD.”
Under my guidance.
This project work was carried out from 12/12/2016 to 01/04/2017 as partial
fulfillment for the award of degree of Bachelor of Computer Application.
Prof. Gaurav Patel Prof. C.P.Patel
(Internal Guide) (Head of Department)

Acknowledgement
We would like to acknowledge the contribution of certain distinguished people,

without their support and guidance this project work would not have been
completed.
We take this opportunity to express our sincere thanks and deep sense of gratitude
to our project guide.
Prof. Gaurav R Patel Asst. Professor, BCA Department, DDIT, for his guidance
and moral support during the course of preparation of this project report. We really
thank him from the rock bottom of our heart for always being there with his
extreme knowledge and kind nature.
We take this opportunity to thank all our friends and colleagues who started us out
on the topic and provided extremely useful review feedback and for their all-time
support and help in each and every aspect of the course of our project preparation.
We are grateful to our college Nadiad Institute of Technology, Nadiad for
providing us all required staff and good working environment.
We feel a deep sense of gratitude for our HOD, C.P.Patel who formed part of our
vision and taught us the good things that really matter in life.
Acknowledgements and thanks are also extended to all the authors whose articles
have been referred to for the completion of this report.
- Riya Shah

TABLE OF CONTENTS Page No.
1. About System………………………………………….. 3.
2. Organization overview and organization chart……... 7.
3. Hardware & Software Configuration………………...11.
4. Features of the Tools Used…………………………….13.
5. Detail Description of the System…………………….. 16.
 Proposed System
6. System Design…………………………………………..18.
 Feasibility study
 System Flow Chart
 Entity Relationship Diagram
 Context Diagram
 Data Flow Diagram
 Data Dictionary
 Screen Layouts with Description
7. Testing……………………………………………………65.
 Test Case
8. Scope and Limitation……………………………………73.
 Scope and Limitation
9. Future Enhancement……………………………………75.
10. References and Bibliography…………………………. 76.
 Bibliography

About System
 IMS is an Incident Management System.
 Incident Management System is a Web based application.
 Which is offer end users multi-channel support by allowing them to create

tickets via email, phone calls and web based self-service portal.
 Incident management system will manage and track all incidents easily with
a defined process through the entire life cycle by configuring system status.
 Automatically assigns & classify tickets, notify requests, smart suggest

solution before a ticket is raised.
 Leverage canned responses to respond to queries, easily prioritize tickets

based on impact &dependencies and meet ServiceLine Agreement policies.
 Automatically assign tickets based on technician expertise or group for

accurate timely resolution and prevent recurrence of incidents.
 Easily track and resolve related incidents link it to major issue, add relevant
notes to tickets & automatically alert agents involved.
 The things which is managed by the Admin
o Admin can make the Analysis.
o Admin can make the filtering on the User.
o Admin can add the Users.
o Admin can update the data.
o For every submitted report, System generates the xls file for each and
every form.

Modules
 Admin
 Engineer
 Users

Organization Overview

Name of Company Zydus Cadila Healthcare LTD.
Zydus Tower’,10th floor,
opp. Iscon Temple, satellite cross road,

Address
SG.highway,Ahmedabad-380015
Gujarat
Website http://www.zyduscadila.com
Contact No 079-26862366

Organization Chart

Hardware & Software

Configuration

 Hardware Requirement
Processor : Microprocessor Intel Pentium IV (2.4 GHz)
RAM : 512 MB Minimum
Hard Disk : 40 GB on System
Driver Monitor : 17” Color Monitor
Mouse : Any Normal Mouse
Keyboard : Any Keyboard
Printer : (Optional) Any type of Printer
 Software Requirement
Operating System : Windows 8.1
Front End : Visual Studio 2015
Back End : MS SQL Server 2012
Server : Web Server (IIS)

Tools & Technology

Introduction about ASP.NET 4.0:-
ASP.NET is a unified Web development model that includes the services

necessary for you to build enterprise-class Web applications with a minimum of
coding. ASP.NET is part of the.NET Framework, and when coding ASP.NET
applications you have access to classes in the .NET Framework. You can code
your applications in any language compatible with the common language runtime
(CLR), including Microsoft Visual Basic and C#. These languages enable you to
develop ASP.NET applications that benefit from the common language runtime,
type safety, inheritance, and so on.
Following are some of new features of ASP.NET:-
 ASP.NET uses compiled code written in Common Language Runtime

language such as Visual Basic and c#. Unlike previous versions of Active
Server Pages, this version not use interpreted scripting language such as
VBScript.
 ASP.NET pages are built out of server – side controls. Web server controls
enable you to represent and program against Hypertext Markup Language
(HTML) elements using an intuitive object model
 ASP.NET includes a new technology called Web Services. You can use
Web Services to access methods and properties and transfer database data
across the Internet.

 ASP.NET is part of Microsoft’s .NET framework. You can access thousands

of .NET classes in your code that enable you to perform such wondrously
diverse tasks as generating images on - the - fly and saving an array to a file.
 ASP.Net includes page and data caching mechanisms that enable you to
easily and dramatically improve the performance.
Introduction about SQL Server management studio:-
SQL Server management studio is the application that allows you to do everything
with a SQL Server installation. You can use it to create, delete and maintain
databases, write and execute queries and stored procedures, and a host of other
tasks. This short article introduces you to the basics of the application to help
familiarize you with the Management Studio environment.

Detail Description
of System

Existing System
 The IMS (Incident Management System) specifically used to solve Software
and Hardware related problems.
 Using Incident Management System all Problems related to Hardware &

Software solved manually.
 All data should be entered manually.
 All users face difficulty to do call and E-Mail ID because they don’t
remember E-Mailed or extension of particular Engineer.
Proposed System
 The IMS (Incident Management System) specifically used to solve Software
and Hardware related problems.
 Using IMS all Problems related to Hardware & Software solved

automatically By Simply Log a call.
 In that User define their Complaints and assigned that Complaint to

Particular Engineer to solve it. If assigned Engineer could not be able to
solve particular Complaint at that time that Complaint will be forward to the
other Engineer.
 The No of Hours assigned to Engineer for solve a Complaint is calculated

based on Complaint type.
 If particular Complaint not solve in specific time period then that Complaint
escalate to Head of Department.
 The Engineer who solved the problem, he closed a call.

System Design

 Feasibility Study
Technical
 Server Availability.
 System Availability to User to Log Call.
 License Software for development and also developers.
 Internet Connectivity Throughout.
 Maintain Department, Teams and Employee hierarchy.
Economical
 In-house Application.
 As Incident Management System also tracks hardware,purchase, change which
helps Clients (end Users) to track expenses as well application is also effective
with cost cutting.
 Incident Management System does not require any special Software, Hardware
except development and Maintain costs.
Operational
 Master data will be Maintain.

 E-Mail,extension and phone number should be there.
 Proper Trainings, Instructions and basic fundamentals need to be provided to
the Clients (end Users).

 System Flow Chart

Entity Relationship Diagram

 Entity Relationship Diagram

Context Diagram

 Context Diagram

Data Flow Diagram

 1st level DFD

 DFD FOR FORGOT PASSWORD

 DFD FOR CHANGE PASSWORD

 DFD FOR MANAGE DATA

Data Dictionary

Table Name : Call_Booking
Column name Data Type Size Constraints Description
Call_No VARCHAR 20 PRIMARY KEY Generated Code No.

Emp_Code VARCHAR 20 FOREIGN KEY This is Employee code which
comes from Employee Master
Location_Code VARCHAR 20 FOREIGN KEY Log By user Location code.
Department_Code VARCHAR 20 FOREIGN KEY Log By user department code.
Phone_No VARCHAR 10 NULL Log By user phone no.
Call_Date SMALLDATETIM - NULL Date when this call was created.
E
Service_Line_Code VARCHAR 20 FOREIGN KEY Service line code for the call.
Module_Code VARCHAR 20 NULL Module code for the call.
Complaint_Code VARCHAR 20 FOREIGN KEY Complain code for call.
Severity VARCHAR 20 NULL Severity Code.
Assigned_To VARCHAR 50 NULL Engineer Code to whom this call
assigns to.
Status_Code VARCHAR 20 FOREIGN KEY Current Status code for this call.
Soluction_Code VARCHAR 20 FOREIGN KEY Solution Code for this call.
Remarks VARCHAR 40 NULL Call description.
Call_Close_Date SMALLDATETIM - NULL Date when any user update the call
E status.
Created_By VARCHAR 50 NULL Log in user id.
companyid VARCHAR 20 FOREIGN KEY Company id for which this call was
locked.
Email ID VARCHAR 20 NULL Log by user email id.
Call Type VARCHAR 20 NULL Type of call like Software,
hardware or any part replacement.
Asset_Name VARCHAR 50 NULL Log by user asset name.
Asset_no VARCHAR 50 NULL Log by user asset no.
FileName VARCHAR 200 NULL Name of uploaded file.
SavedFileName VARCHAR 50 NULL Saved file name.
AssetStickerNo VARCHAR 6 NULL Log by user asset sticker no.
Table Name:CALL_BOOKING_ACTIVITY_LOG

Column Name Data Type Size Constraints Description

Call_No VARCHAR 20 NULL Call No which was modified.
Status_Code VARCHAR 20 FOREIGN Current Status of the call like
KEY open, on hold etc.
Status_Date SMALLDATETIME - NULL Date time when call was updated.
Assigned_To VARCHAR 20 NULL Engineer code to which the call

assigns.
Comments VARCHAR 20 NULL Comments when user updates the
call.
User ID VARCHAR 50 NULL Call Log By user id.
Soluction_Code VARCHAR 20 FOREIGN Solution Code for the call.
KEY
Service_Line_Code CHAR 20 FOREIGN Service line code for the call.
KEY
Severity CHAR 20 NULL Severity of the call.
Created_By VARCHAR 50 NULL Logged in user id.
Table Name : CLIENT_MASTER


Comp_Code VARCHAR 20 PRIMARY KEY Company Code for the client.
Emp_Code VARCHAR 20 FOREIGN KEY Employee Code.
Name VARCHAR 50 NULL Full name of client.
DEPARTMENT_ VARCHAR 50 NULL Department Name of Client.
NAME
Designation VARCHAR 20 NULL Designation of Client.
eMail_ID VARCHAR 20 NULL Email id of the Client.
Phone_Ext_No VARCHAR 50 NULL Extension Number
Location_Code VARCHAR 10 FOREIGN KEY Location Code of the client.
Department_Code VARCHAR 20 FOREIGN KEY Department code of the client.
Active BIT - NULL User is active or not.
password VARCHAR 50 NULL Password of the client.
Table Name: COMPLAINT_MAPPING

Company_Id VARCHAR 20 NOT NULL Associated Company Id for the
complaint.
Service_Line_Cod VARCHAR 20 NULL Associated Service Line code for the
e complaint.
Module_Code VARCHAR 20 NULL Associated Module Code for the
complaint.
complaint code VARCHAR 20 FOREIGNK COMPLAINT ID from
EY COMPLAINT_MASTER table
Table Name: COMPLAINT_MASTER


Complaint_Code VARCHAR 20 PRIMARYKEY Complain Code like C001.
Description VARCHAR 50 NULL Description of Complain like

ApplicationError,Asset Allocation etc.
Severity_Code VARCHAR 20 NULL Severity of the complaint. Possible
values are
Fatal(1),Critical(2),Major(3),Minor(4)
etc.
Active BIT - NULL Complain is active or not.
Table Name : Company Master

companyid VARCHAR 50 PRIMARYKEY Unique Company Id in system.
company name VARCHAR 50 NULL Name of company.
active BIT - NOT NULL Company is active or not.
Table Name : Corporate_Calender

DateID(Auto INT - NOT NULL Auto incremented id.
identity)
Date DATETIME - NULL Day.
Holiday BIT - NULL This column specify on that date it is
official holiday or not.
WorkingHoursFro DATETIME - NULL Working Start Hour
m
WorkingHoursTo DATETIME - NULL Working End Hour.
Table Name:Department_Master

Department_Code VARCHAR 20 PRIMARYKEY Department code like

50000328,50000331 etc.
Description VARCHAR 150 NULL Department Description like
Information Technology,
Pharmaceutical Technology etc.
Active BIT - NULL Department is active or not.
Table Name:LOCATION_MASTER

Location_Code VARCHAR 20 PRIMARYKEY Location code like 01 etc.
Description VARCHAR 50 NULL Name of location like Ahmedabad
Active BIT - NULL Location is active or not.
Table Name: SERVICE_LINE

Service_Line_Code VARCHAR 20 PRIMARYKEY Service Line code from
SERVICE_MASTER table.
Active BIT - NULL Service Line is active or not
Service_Line_Head VARCHAR 50 NULL Head of that service line.
ServiceLineHead_Email VARCHAR 20 NULL Email address of that service line.
This Email address is used to send
email when SLA limit reached.
Companyid VARCHAR 10 FOREIGNKEY Company id for which this service
line associated.
service_line_head_id VARCHAR 50 NULL Login id of the head of service line.
Table Name : Engineers_Master

Engineer_Code VARCHAR 20 PRIMARYKEY Engineer Code like C001.

Name VARCHAR 50 NULL Full Name Of Engineer.

Location_Code VARCHAR 20 FOREIGN KEY Location code for which Engineer is
working.
eMail_ID VARCHAR 20 NULL Email Id of engineer.
Phone_Ext_No VARCHAR 20 NULL Extension No of Engineer.
Mobile No VARCHAR 20 NULL Mobile No of the engineer.
Service_Line_Code VARCHAR 20 FOREIGNKEY Service Line Code for which engineer
(Primary Key) is working. For e.g. : F,n etc.
Service_Line_Head VARCHAR 20 NULL Name Of that Service Line head.
Active BIT - NULL Engineer is active or not.
Engineer Type VARCHAR 50 NULL
companyid VARCHAR 20 FOREIGNKEY Company id for which engineer
working.
Module_Code(Prim VARCHAR 20 NOT NULL Module Code for which engineer
ary Key) responsible.
Is Helpdesk CHAR 1 NULL 0 OR 1, Help Desk Engineer or not.
Table Name:SEVERITY_MASTER

Severity_Code VARCHAR 20 PRIMARYKEY Severity Code like 1,2 etc.
Description VARCHAR 30 NULL Description of Severity.
Criticality_TimeHR INT - NULL In Some report we are using that
time for SLA reference.
Flag VARCHAR 20 NULL
Table Name:SERVICE_LINE_MODULE

Service_Line_Code VARCHAR 20 NULL Service Line code from
Service_Master Table for which we

need insert new Module.

Module_Code VARCHAR 20 NOT NULL Module Code for e.g.: 114,115 etc.
Module_Descriptio VARCHAR 50 NULL Description of each module for e.g.:
n Campaign,Frontmail etc.
Active BIT - NULL Module is active for service or not.
companyid VARCHAR 20 FOREIGNKEY Company id for which new module
will add.
Table Name : SERVICE_MASTER

Service_Line_Code VARCHAR 20 PRIMARYKEY Code of new service line for e.g. :
X,W etc.
Description VARCHAR 50 NULL Description of new service for e.g. :
Frontline Utility (V),SAP etc.
Active BIT - NULL Service is active or not
IMS BIT - NULL 1
Table Name:USER_IDENTITY

User_ID VARCHAR 30 PRIMARYKEY LoginID of the user, it should be
unique in the system.
Name VARCHAR 50 NOT NULL Display Name of the user.
User_Password VARCHAR 20 NOT NULL Password of the user.
email_id VARCHAR 100 NULL User Email ID
Engg_Code VARCHAR 30 FOREIGNKEY Engineer Code of Engineers_Master
table.
Table Name:x_object_master

object_id(Auto INT - NOT NULL Auto incremented Object Id

Incremented)
menu_object_id VARCHAR 50 NOT NULL Id of the Parent Menu in navigation.
According to this entry parent menu
display when user login.
For e.g. : UserAdmin,Entry etc.

object_name VARCHAR 50 NULL Object name like
Company,Complaint etc.
object_file_name VARCHAR 20 NULL Aspx page name for associated
object_name
rights BIT - NULL Rights given to that object or not.
Table Name:x_role_object_mapping

role_id VARCHAR 10 FOREIGNKEY Role id from x_Role_master table
object_id CHAR 10 NOT NULL Object Id From Object Master Table.
Rights BIT - NOT NULL Rights given to this user or not.

Table Name : x_role_master

role_id VARCHAR 10 PRIMARYKEY Role id.For e.g. : ENG,SLH,CL
role_name VARCHAR 30 NULL Role Name. For e.g.: :Engineer
Table Name :x_user_rights

Id (Auto INT - NOT NULL Auto Incremented id.
incremented)
user_id VARCHAR 50 FOREIGNKEY User id same as Engineer Type in
Engneer_Master table.
object_id INT - NOT NULL Object permission given to user id
rights BIT - NULL Rights given to user or not.
Table Name : x_user_log
user_id CHAR 10 PRIMARYKEY Unique Identity

userLogId INT - NOT NULL LogId Of User
ip_address CHAR 15 NOT NULL IP Address Of System
login DATETIME - NOT NULL LogIn Time
logout DATETIME - NOT NULL LogOut Time
Table Name : Solution_Mapping


Company_Id VARCHAR 20 FOREIGNKEY Unique Identity
Service_Line_Code VARCHAR 20 NOT NULL
Module_Code VARCHAR 20 NOT NULL
Solution_Code VARCHAR 20 FOREIGNKEY Solution Code for call.
Complaint_Code VARCHAR 20 FOREIGNKEY Complain code for call.
Table Name : Solution_Master

Solution_Code VARCHAR 20 PRIMARYKEY Solution Code for call.
Description VARCHAR 50 NOT NULL
Active BIT - NULL Solution is Active or not.
Table Name:Status_Master

Status_Code VARCHAR 20 PRIMARYKEY Status Code for Status.
Status VARCHAR 50 NOT NULL Description of Status like Open
Active BIT - NOT NULL Status is Active or not.

Screenshots
With
Description
User Login:

Following is the screen shot of the login screen of the IMS portal. Only to the
active Zydus employees, engineers and helpdesk configured in the system will be
able to log into the system.
Log in Validation:

It represent login Validation.

This form will display wrong password & display the message of unauthorized
user.

Forgot Password:
It represent ForgotPassword page

This form display login is successfully.

Main Page:
This is the home Page.
Change Password Page:

User can Change the Password.

Call Logging- End User:

After success full login,select log call from the Transactionmenu.The trailing entry
screen will be displayed. The user have to select his name from Log By drop down
list and his primary details like location , department , designation , email and
ext_No will be filled according to the data available in database

The user needs to fill the rest of the details as per the form template. First company
is to be selected which will provide the service line selection option. If the call is
pertaining to the hardware then “Facility Management” Service Line is to be
selected; else if the call is pertaining to any application, the desired application
service line is to be selected.

After selection of the service line, the service module linked with selected service
line will be displayed.

Select the desired module and it will populate the list of complaints associated with
selected Service Line / Module.

Select the desired complaint type complaint type and select an engineer from the
assigned to drop down list. You are also required to provide a short description of
the nature of complaint being logged.

In case you need to attach any file pertaining to your complaint, then the same can
be attached from browse button On successful logging of call, an
acknowledgement page will be displayed to you.

Call Attending – Engineer

For every call logged in IMS, then engineer will get a mail after call has been
logged. This will display the list of calls assigned to the attendee.

Selection of company will be displayed.
Selection of Service Line will be displayed.

Selection of Module will be displayed.
According to the Entry call Details will be displayed.

Call Closing - Engineer:

The call will be retained in the attendee’s login till the call status “completed” is
not selected. Once the call related action have been completed by the attendee,he
needs to select theappropriate solution , provide appropriate remarks and select the
“Completed”call status before submitting the call.

Call Status Report:

This report provides the call status according to the criteria provided.For example
in the trailing screen shot , the call status is selected as “Customer Action” , if the
exclude check box is not selected then all calls which have status as “Customer
Action” will be displayed.

This form will display the error.
Selection of Company will be Displayed.

Select Call Status from Dropdown list.
Select Service line from the Dropdown list.

Call SearchReport:
This report provides the call status according to the criteria provided.
This reports will display the error message.



Call Status - End User Report:
This form will display Call status details.

Call Summary Report :
This report provides the call status according to the criteria provided.

This form will display the error Message.

SLA Summary Report:

This report will display the SLA summary for the specified period for the call
attended by Accenture Application Team and FM Partner.

This form displays the SLA Summary.

Testing

Admin
Login:
Test Data Expected Result Actual Result

Enter correct Username & Password Display Home Page Display Home Page
Enter wrong Username and Password Give error message Give error message
Username and Password field are Error Message”*” As Excepted
blank
Any field are blank Error Message”*” As Excepted

Enter Current Password Checked From Database Checked From Database
Enter Wrong Password Give error message Give error message
Enter new Password Allow to Change Allow to Change
Re-Enter new Password Allow to Change Allow to Change
Password Abc123 Accepted Accepted
Empty Must Enter Must Enter
Xyz Password must be 8 characters Password must be 8 characters
Confirm Password Abc123 Accepted Accepted
Rvsmba181326 Wrong Confirm Password Wrong Confirm Password
Empty Must Enter Must Enter
Click on Change Password Password will be changed Password will be change

Forgot Password Page:

Enter UserId Checked From Database Checked From Database
Click on Forgot Password Send Password in EMail Send Password in Email
Company Master Page:

Enter Company Code and If CompanyCode will be exists If CompanyCode will be exists
Company Name give error message that Give error message that
Records already existed. Records already existed.
Click on Save Save CompanyCode and Save CompanyCode and
CompanyName CompanyName
Click on Cancel Clear CompanyCode and Clear CompanyCode and
CompanyName CompanyName
Complaint Master Page:

Enter ComplaintCode and If ComplaintCode will be If ComplaintCode will be
ComplaintName exists exists
give error message that give error message that
Click on Save Save ComplaintCode and Save ComplaintCode and
ComplaintName ComplaintName
Click on Cancel Clear ComplaintCode and Clear ComplaintCode and
ComplaintName ComplaintName

Client Master Page:

Enter ClientCode and If ClientCode will be exists If ClientCode will be exists
ClientName give error message that give error message that
Click on Save Save ClientCode and Save ClientCode and
ClientName ClientName
Click on Cancel Clear ClientCode and Clear ClientCode and
ClientName ClientName
Department Master Page:

Enter DepartmentCode and If DepartmentCode will be If DepartmentCode will be
DepartmentName exists give error message that exists give error message that
Click on Save Save DepartmentCode and Save DepartmentCode and
DepartmentName DepartmentName
Click on Cancel Clear DepartmentCode and Clear DepartmentCode and
DepartmentName DepartmentName
Location Master Page:

Enter LocationCode and If LocationCode will be exists If LocationCode will be exists
LocationName give error message that give error message that
Click on Save Save LocationCode and Save LocationCode and
LocationName LocationName
Click on Cancel Clear LocationCode and Clear LocationCode and
LocationName LocationName

ServiceLine Master Page:

Enter ServicelineCode and If ServicelineCode will be If ServicelineCode will be
ServiceLine exists give error message that exists give error message that
Click on Save Save ServicelineCode and Save ServicelineCode and
ServiceLine ServiceLine
Click on Cancel Clear ServicelineCode and Clear ServicelineCode and
ServiceLine ServiceLine
UserLoginHistory Page:

Select FromDate grater than ToDate Give error message Give error message
Select Correct Date Error solved Error solved
Enter correct UserId Display UserLoginHistory Display UserLoginHistory
according to UserId according to UserId
Enter Wrong UserId Display message of no records Display message of no records
found found
Click on Search Display UserLoginHistory Display UserLoginHistory
Click on Export Export data in the excel format Export data in the excel format
View UserAuditLog Page:

Select FromDate grater than ToDate Give error message Give error message
Select Correct Date Error solved Error solved
Enter correct UserId Display Display UserAuditLog
UserAuditLogaccording to according to UserId
UserId
Enter Wrong UserId Display message of no records Display message of no records
found found
Click on Search Display UserLoginHistory Display UserLoginHistory

Click on Export Export data in the excel format Export data in the excel format
User
Login:

Enter wrong Username and Password Give error message Give error message
Enter correct Username and Display Home Page Display Home Page
Password
Click on Forgot Password Send Password In EMailId Send Password In EMailId
Click on Change Password Allow to Change Allow to Change

Enter Current Password Checked From Database Checked From Database
Enter Wrong Password Give error message Give error message
Re-Enter new Password Allow to Change Allow to Change
Click on Change Password Password will be changed Password will be change
Forgot Password Page:

Enter UserId Checked From Database Checked From Database
Click on Forgot Password Send Password in EMail Send Password in Email

Log Call Page:

Select Log By from Dropdown List Checked From Database Checked From Database
Select CompanyName from Set Name of Field Set Name of Field
Dropdown List
Select ServiceLine from Dropdown Set Name of Field Set Name of Field
List
Select ServiceLineModule from Set Name of Field Set Name of Field
DropdownList
Select ComplaintType from Set Name of Field Set Name of Field
DropdownList
Enter Complaint Details Allow to Mention Details Allow to Mention Details
Select Assigned To from Set Name of Field Set Name of Field
DropdownList
Select AssetName from Set Name of Field Set Name of Field
DropdownList
Enter Phone Number Allow to Mention Phone Allow to Mention Phone
Number Number
Enter EmailId Allow to Mention EMailId Allow to Mention EMailId
Call Search Page:

Enter correct Call No Checked From Database Checked From Database
Enter wrong Call No Give error Message Give error Message
Click on Show Button Display Call Search History Display Call Search History
CallStatus Report Page:


DropdownList
Select CallStatus from DropdownList Set Name of Field Set Name of Field
Select ServiceLine from DropdownList Set Name of Field Set Name of Field
Click on Show Button Display Call Status Report Display Call Status Report
Engineer
Call Action Page:

DropdownList
Select ServiceLine from Set Name of Field Set Name of Field
DropdownList
Select ServiceLine Module from Set Name of Field Set Name of Field
DropdownList
Enter CallNo Checked from Database Give Error Message
Enter Correct CallNo Display that CallNo Details Display that CallNo Details
Click on Show Button Display Call Details Display Call Details
Call Summary Page:

Select ServiceLine from Set Name of Field Set Name of Field
DropdownList
Select ServiceLine Module from Set Name of Field Set Name of Field
DropdownList
Enter CallNo Checked from Database Give Error Message
Checked on Checkbox View Completed Call View Completed Call
Enter Correct CallNo Display that CallNo Details Display that CallNo Details
Click on Show Button Display Call Details Display Call Details

Scope And Limitations
Scopes And Limitations

 Scopes:
o Following is the list of functionalities of the System
o A User can get the XLS file of his/her submitted Report.
o Admin can manage the Contents.
o Admin can make filtering on existing User.
o Admin can add new User.
 Limitations:
o There is no guest User.
Future Enhancement

 As the project title “Incident Management System”suggests that the

employee of Zydus will be benefited in the future with this project.

References
And
Bibliography
 References and Bibliography

1. www.w3schools.com
2. www.stackoverflow.com
3. http://tutorialpoint.com/

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Incident Management System

Incident Management System

Faculty of Management & Information Science

BCA - DDU DEVELOPED BY – RIYA SHAH

Dharamsinh Desai University

Prof. Gaurav Patel Prof. C.P.Patel

(Internal Guide) (Head of Department)

BCA - DDU DEVELOPED BY – RIYA SHAH

We would like to acknowledge the contribution of certain distinguished people,

BCA - DDU DEVELOPED BY – RIYA SHAH

TABLE OF CONTENTS Page No.

BCA - DDU DEVELOPED BY – RIYA SHAH

 Incident Management System is a Web based application.

 Which is offer end users multi-channel support by allowing them to create

 Automatically assigns & classify tickets, notify requests, smart suggest

 Leverage canned responses to respond to queries, easily prioritize tickets

 Automatically assign tickets based on technician expertise or group for

BCA - DDU DEVELOPED BY – RIYA SHAH

BCA - DDU DEVELOPED BY – RIYA SHAH

BCA - DDU DEVELOPED BY – RIYA SHAH

Name of Company Zydus Cadila Healthcare LTD.

Zydus Tower’,10th floor,

opp. Iscon Temple, satellite cross road,

BCA - DDU DEVELOPED BY – RIYA SHAH

BCA - DDU DEVELOPED BY – RIYA SHAH

Hardware & Software

BCA - DDU DEVELOPED BY – RIYA SHAH

RAM : 512 MB Minimum

Hard Disk : 40 GB on System

Driver Monitor : 17” Color Monitor

Mouse : Any Normal Mouse

Keyboard : Any Keyboard

Printer : (Optional) Any type of Printer

Front End : Visual Studio 2015

Back End : MS SQL Server 2012

Server : Web Server (IIS)

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Tools & Technology

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Introduction about ASP.NET 4.0:-

ASP.NET is a unified Web development model that includes the services

Following are some of new features of ASP.NET:-

 ASP.NET uses compiled code written in Common Language Runtime

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 ASP.NET is part of Microsoft’s .NET framework. You can access thousands

Introduction about SQL Server management studio:-

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 Using Incident Management System all Problems related to Hardware &

 All data should be entered manually.

 Using IMS all Problems related to Hardware & Software solved

 In that User define their Complaints and assigned that Complaint to

 The No of Hours assigned to Engineer for solve a Complaint is calculated

 The Engineer who solved the problem, he closed a call.

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 Master data will be Maintain.

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 System Flow Chart

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Entity Relationship Diagram

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 Entity Relationship Diagram