Enterprise Database Systems

Group Assignment
Agenda
 Business Case
 “IssueManager” System
 Master Data Setup
 Helpdesk Operations
 Reports
 Demonstrate
 Application Architecture
 Database Design & Implementation
 Q&A
Business Case
 A Malaysian company with a large IT function is trying to set
up an IT Helpdesk to hardware and software issues
concerning its IT system
 The purpose of this assignment is to create a computer
system to log and track all the helpdesk queries
 The developed system is readily capable of managing all
queries as required by the company
 Whenever anyone within the company has a issue they can
contact the helpdesk and all information regarding how the
issue is solved will be recorded in the system
 It provides security to the data by allowing only authorized
users to access the system
 It is able to generate 5 important reports for the purpose of
assisting the analysis of the helpdesk operations
 Based on the scenario a web based system was developed.
We refer to the system as “Issue Manager”
“IssueManager” System (Cont…)

Outstandi
Outstandin
Reports ng Issues Engineer's Issues and Issues By
g Issues By
By Workload Solutions Caller
Issue Type
Specialist

Helpdesk
Create / Update Issue
Operation

Employe Hardwar Hardwar Issue Solution

Master Data Software
e e e Parts Types s
“IssueManager” System (Cont…)
 Helpdesk Operations
Assumptions
 Due to time restrictions did not implement interfaces to assign employee
issue specialisation. Therefore we assume that administrator will assign it
through the table EMPLOYEE_ISSUE_TYPE
 Does not keep the history of particular issue’s responsibility transfer from
one engineer to the other, but by adding comments this purpose can be
accomplished.
 All H/W has a serial number pasted on them for easy reference to the caller.
 When an Issue is solved a comment is always added by the specialist or
operator which will record the issue solved date and time
 Issues are always closed by the assigned person.
 Problems will be referred to as Issues and Problem Areas as Issue Types
 After log in all employees should check the “Outstanding Issues by
Specialist” Report to see if any issues has been assigned
 A log is maintained containing all serial numbers of software installed in a
particular hardware
“IssueManager” System
 Helpdesk Operations
Possible Issues
 Issue 01: Cannot move the mouse cursor

 Issue 02: Computer detects a virus in the USB driver. Even if

I clean it, it does not get cleaned.

 Issue 03: Cannot open a file in my USB. When I open it

window comes up with “Open with”. There are
applications in it but don’t get open with any of
them.

 Reports
Application Architecture

Web Browser (IE, Mozilla)

Issue Manager
IssueManager System
Database

SQL Server
IIS Web Server
2000

OS – Windows XP
Database Design & Implementation - ERD
Database Design & Implementation
 Tables
 DEPARTMENT
 EMPLOYEE
 EMPLOYEE_ISSUE_TYPE
 HARDWARE
 HARDWARE_PART
 ISSUE
 ISSUE_COMMENT
 ISSUE_TASK
 ISSUE_TYPE
 SOFTWARE
 SOLUTION
 USER
Database Design & Implementation
View 1
 View Name: VIEW_EMPLOYEE_SPECIALIZATION
 Purpose: To show all employees who are specialist who can be assigned to
specific issue.
 Usage: In the assign issue to engineer page
Database Design & Implementation
View 2
 View Name: VIEW_ENGINEER_WORK_LOAD
 Purpose: To show how many issues are assigned to one
engineer
 Usage: In the Engineers Workload report
Database Design & Implementation
View 3
 View Name: VIEW_ISSUE_SUMMARY
 Purpose: To show the summary of issues recorded
 Usage: In the Issue Summary Page
Database Design & Implementation
View 4
 View Name: VIEW_SOLUTIONS_BY_ISSUE_TYPE
 Purpose: To show how particular Issue Type has been solved in
the past.
 Usage: In the Issues and Solutions Report
Database Design & Implementation
View 5
 View Name: VIEW_OUTSTANDING_ISSUES
 Purpose: To show the outstanding issues (Issue status is
“Create” or “In Progress”) for a particular issue type
 Usage: In Outstanding by Issue Type Report
Database Design & Implementation
Functions
 FN_GET_EMPLOYEE_NAME_BY_ID
 Purpose: Employee Name will be returned when you give the
EMPLOYEE_ID into the function
 Used In: VIEW_ISSUE_SUMMARY, VIEW_OUTSTANDING_ISSUES,
 FN_GET_ISSUE_TYPE_BY_ID
 Purpose: Issue Type will be returned when you give the
ISSUE_TYPE_ID into the function
 Used In: VIEW_SOLUTIONS_BY_ISSUE_TYPE,
VIEW_OUTSTANDING_ISSUES
 FN_GET_SERIAL_NO_BY_ID
 Purpose: Serial Number will be returned when you give the
SOFTWARE_ID OR HARDWARE_ID into the function
 Used In: VIEW_OUTSTANDING_ISSUES,
VIEW_SOLUTIONS_BY_ISSUE_TYPE
 FN_GET_SOLUTION_STEPS_BY_ID
 Purpose: Solutions Steps will be returned when you give the
SOLUTION_ID into the function
 Used In: VIEW_SOLUTIONS_BY_ISSUE_TYPE
Q&A
Thank you.