E - Desk

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ABOUT PROJECT

This project mainly deals with automating the task of the Helpdesk system that helps many end-users to know the solutions for their request within no time. Helpdesk can be done manually but there may be problems that have to be faced so to overcome such problems we need to automate the Help Desk System.

If the system is maintaining the list of all the details of   corporate users and corporate clients manually it will take a lot of time to retrieve even single information such as retrieving or deleting single information becomes very difficult task.

The updations for the list such as creating a new creating new end-user details or creating new corporate client details and including the details of the categories and the modules that are created newly by the super user becomes very difficult manually. Once all information is provided manually it become quit difficult for updating the records with new information manually, so we automate the system to overcome all such difficulties.

Helpdesk Technology is customer care management system. Helpdesk Technology is called as E-desk or Help Desk System. It is so called as Help Desk System because it tries to solve all the HD (helpdesk) problems, which are coming from the users of Helpdesk. Helpdesk will take care of every request coming from their users and try to solve and produce the solution of the particular request. Helpdesk also will store the responses for the future use.

The result of the Helpdesk Technology is that it supports many corporate clients and the individual users or the end-users with unique interface, through which the HD problems are solved within given time and it shows efficiency in the internal messaging system and results in accurate task scheduling system and this Helpdesk Technology can be run with the minimal administration.

Helpdesk Technology is very useful for the corporate clients who want their business to extend world wide i.e., by keeping contact and good relation with the corporate users who buy their products. The corporate clients who buy Helpdesk for their business can know what are the various problems of their product which are coming from their users so that they improve their products to the user needs. Any user who knows a little about of the computer can handle Helpdesk Technology.

E?xisting System

This project mainly deals with automating the task of the  E- care system that helps many end-users to know the solutions for their request within no time. Helpdesk Technology can be done manually but there may be problems that have to be faced so to overcome such problems we need to automate the Help Desk System.

If the system is maintaining the list of all the details of corporate users and corporate clients manually it will take a lot of time to retrieve even single information such as retrieving or deleting single information becomes very difficult task.

The updations for the list such as creating a new creating new end-user details or creating new corporate client details and including the details of the categories and the modules that are created newly by the super user becomes very difficult manually. Once all information is provided manually it become quit difficult for updating the records with new information manually, so we automate the system to overcome all such difficulties.

Helpdesk Technology which is developed manually is the existing system. This system generates and delivers the services to the end-users, which depends on the response provided by the support team who actually message the responses to the corporate users for their requests.

By manually the Help Desk System will face difficulties while updations and it is time consuming and leads more errors. Helpdesk automates the tedious job of maintaining the corporate user details or corporate client details and manages the updations and see that the responses are sent to the corporate user as soon as possible. It includes main members like:

Ø  Super user

Ø  Corporate client

ØCorporate user

Ø  Level1 administrator

Ø  Level2 administrator

Ø  Level3 administrator or support team.

Super user will manage the entire organization that includes corporate clients, corporate users, and level administrators and also he can create the new categories and also modules.

Proposed System

Proposed system are those that are automated, so that it is easy to retrieve the responses from the system fastly and updating the details once the response or services are provided to the end-users upon their request without any difficulty and saves time.

MODULE DESCRIPTION

Help desk system is a customer care management system. The following are the modules related to Help desk system are as follows: -

Ø  User module

Ø  Super User module

Ø Administration module

User Module

In this module user can register them to the Helpdesk Technology if they are new users, otherwise they can login directly and can then post their queries to Helpdesk or e-desk. First user has to register with corporate client. In order to send request the end-user has to login and the login details are stored in the database maintained by Helpdesk system.  Database checks the details of the user, if he is valid then allows the user to access the help desk system.

Super User module

In this module Super user is the chief head of the Organization who assigns 1st level and 3rd level administrators. The super user is responsible for all the three levels administrators including the corporate clients. The super user is the sole person who is responsible for creating categories, modules and support team.

Super User will take all the registration details of the Corporate Users so as to check with the queries which in turn consist of the query and also the user id.

Super user has the right to remove any level or add any level and also responsible for creating modules and categories.

Administration module

Depending upon categories and modules created by super user the three levels are allotted. They are three types of administrator:

Level 1 Administrator: the first level administrator is the one who can add HD problems to a category created by the super user.

Level 2 Administrators: The second level administrator is the one who can add HD problems to the modules.

Level 3 Administrators: The third level administrator is a member of the support team who provides services to the Corporate clients and corporate users.

Corporate Client user: A corporate client user is the one who buys e-desk products. He can create corporate users for his product.

Corporate User: Corporate user is the one who registers himself with the corporate client and who is the actual end-user of the product/service.

Software Requirements:

Language                               :           JDK 1.2, jsp, Servlets

Database                                :           SQL/Oracle 10g

Operating System                  :           WindowsNT/95/98/2000

Software Specification:

JSP

SERVLETS

HTML

ORACLE

BROWSER:

TOMCAT

Hardware Requirements:

Processor                                :           Intel P-III based system

Processor Speed                    :           250 MHz to 833MHz

RAM                                      :           64MB to 256MB

Hard Disk                              :           2GB to 30GB

Key Board                             :           104 keys

Click here to download E - Desk source code