A Web-Based Intelligent Help Desk Support Environment 2

CHAPTER 1
Introduction
CHAPTER 1
Introduction
Organizational Profile
LuminoSoft Technologies located strategically at Chennai is a software development
company which aims to provide optimal business solution in the field of Banking, Financial,
Health Care and retail services. LuminoSoft Technologies also has its focus on innovative,
attractive and efficient web designing. The highly motivated staff strives for optimal business
solutions and hardly compromise on the quality of the end product. LuminoSoft intends to push
the software development to its limits to satisfy the customer needs and provide benchmark to the
whole software development industry.
Luminosoft is a software development company established in 2008 with a focus on
development for the Banking, Financial, and Health care and retail service sectors. Also on our
radar is the penchant for flawless web designing. The team comprise of creative and highly
experienced software development consultants who can provide solution to any software
development challenges faced by the business. Our passion is to dedicate our complete resource,
technical expertise and industry intelligence to make the business of our clients flourish.
Luminosoft is a rapidly expanding IT organization chartered to provide a wide range of
information technology and high quality consulting service. We excel in placing certified IT
professionals, professionals who consistently exceed our clients needs for teamwork, personal
responsibility innovation and business process engineering. Luminosoft is of experience in
financial, systems integration and outsourcing enable us to deliver innovative results driven
solutions to government and commercial clients around the world.
Customer support provides timely. Reliable and cost-efficient assistance to our clients. Our
support organization is staffed with highly motivated, trances professionals dedicated to providing
quality support as quickly as possible.
Professional service is that will work with you develop and manage your critical
application we provide end-to-end accountability and ensure that we deliver the return your except
our highly skilled professionals will work with you to transform your business, empower your
people and help your organization thrive.
Our range of IT services is offered in these areas:
Banking
Web designing
Hospital management
Financial
Enterprise Resource Planning
Retail
LuminoSoft is the one of the company working predominantly in the software product
area. This offers you an opportunity to use your conceptual skills to come up with new product
items. LuminoSoft believe in giving a lot of freedom to its employees. This gives you the much
needed elbow room to experiment with your ideas and come up with innovative solutions for
product design, development and implementation. The management is open and transparent and
you will have a lot of opportunities to interact with the new technology areas. The company
recognizes and rewards performance.
Employees who have made significant contribution have moved up the hierarchy very
quickly. The organization culture provides the atmosphere for overall development .challenging
and prestigious assignments. Exposure to the latest technology an informal working environment,
Professional management, participative decision making process which ensures involvements of
employee important and strategic decisions .we align the individuals career planning efforts so as
to enable them achieve their aspiration each of our employees take pride in being a port of
Luminosoft Technology Solution Family.
We follow the why concept which gives employees voice for improvement .the open
door policy gives every employee the freedom of expression at the highest level.
Vision
To be a technology company that understands the needs of a customer and deliver quality
software solutions by qualified professionals.
Quality Policy
We commit to deliver quality software and value added services to our customers, for the
first time and every time.
Core Team
The core management team of the company consists of engineers and professionals who
are also the promoters and major shareholders of the company.
The common features are high Quality data communication lines for easy and quick
upload/download of data, secured development environment, round the clock pantry services,
completely networked work environment and highly alert security.
Luminosoft has high speed Internet connection linked to Wide Area Network. The network
links all offices to provide data, voice and video communication. The links enables to provide cost
effective maintenance and Co development of software with the clients. It also provide an
effective medium to communicate with customers via electronic mail and video conferencing
CHAPTER 2
SYSTEM
CONFIGURATION
CHAPTER 2
SYSTEM CONFIGURATION
2.1HARDWARE ENVIRONMENT
Processor
: Intel Pentium IV
Clock speed
: 1.8 GHz
RAM
: 256 MB
HDD
: 80 GB
FDD
: 1.44 MB
CD Drive
: 52x Reader
Pointing device
: Scroll Mouse
Keyboard
: 101 Standard Key-board
Peripherals
: Printer
2.2SOFTWARE ENVIRONMENT
System Architecture
ASP.Net
Operating System
Windows Xp
Database
Microsoft SQL Server
Language
Web Server
C#
Internet Explorer/Any Web Browser
2.3Software Descriptions
The various technologies used in the software system are
2.3.1 Overview of the .NET Framework
The .NET Framework is a new computing platform that simplifies application development in
the highly distributed environment of the Internet. The .NET Framework is designed to fulfill the
following
Objectives:
To provide a consistent object-oriented programming environment whether object code is

stored and executed locally, executed locally but Internet-distributed, or executed remotely.
To provide a code-execution environment that minimizes software deployment and

versioning conflicts.
To provide a code-execution environment that guarantees safe execution of code, including

code created by an unknown or semi-trusted third party.
To provide a code-execution environment that eliminates the performance problems of

scripted or interpreted environments.
To make the developer experience consistent across widely varying types of applications,
such as Windows-based applications and Web-based applications.
To build all communication on industry standards to ensure that code based on the .NET
Framework can integrate with any other code.
The .NET Framework has two main components: the common language runtime and
the .NET Framework class library. The common language runtime is the foundation of the .NET
Framework. You can think of the runtime as an agent that manages code at execution time,
providing core services such as memory management, thread management, and remoting, while
also enforcing strict type safety and other forms of code accuracy that ensure security and
robustness. In fact, the concept of code management is a fundamental principle of the runtime.
Code that targets the runtime is known as managed code, while code that does not target the
runtime is known as unmanaged code. The class library, the other main component of the .NET
Framework, is a comprehensive, object-oriented collection of reusable types that you can use to
develop applications ranging from traditional command-line or graphical user interface (GUI)
applications to applications based on the latest innovations provided by ASP.NET, such as Web
Forms and XML Web services.
The following sections describe the main components and features of the .NET Framework
in greater detail.
Features of the Common Language Runtime

The common language runtime manages memory, thread execution, code execution, code
safety verification, compilation, and other system services. These features are intrinsic to the
managed code that runs on the common language runtime.
With regards to security, managed components are awarded varying degrees of trust,
depending on a number of factors that include their origin (such as the Internet, enterprise
network, or local computer). This means that a managed component might or might not be able to
perform file-access operations, registry-access operations, or other sensitive functions, even if it is
being used in the same active application.
The runtime enforces code access security. For example, users can trust that an executable
embedded in a Web page can play an animation on screen or sing a song, but cannot access their
personal data, file system, or network. The security features of the runtime thus enable legitimate
Internet-deployed software to be exceptionally feature rich.
The runtime also enforces code robustness by implementing a strict type- and codeverification infrastructure called the common type system (CTS). The CTS ensures that all
managed code is self-describing. The various and third-party language compilers generate
managed code that conforms to the CTS. This means that managed code can consume other
managed types and instances, while strictly enforcing type fidelity and type safety.
In addition, the managed environment of the runtime eliminates many common software
issues. For example, the runtime automatically handles object layout and manages references to
objects, releasing them when they are no longer being used. This automatic memory management
resolves the two most common application errors, memory leaks and invalid memory references.
The runtime also accelerates developer productivity. For example, programmers can write
applications in their development language of choice, yet take full advantage of the runtime, the
class library, and components written in other languages by other developers. Any compiler
vendor who chooses to target the runtime can do so. Language compilers that target the .NET
Framework make the features of the .NET Framework available to existing code written in that
language, greatly easing the migration process for existing applications.
While the runtime is designed for the software of the future, it also supports software of
today and yesterday. Interoperability between managed and unmanaged code enables developers
to continue to use necessary COM components and DLLs.
The runtime is designed to enhance performance. Although the common language runtime
provides many standard runtime services, managed code is never interpreted. A feature called justin-time (JIT) compiling enables all managed code to run in the native machine language of the
system on which it is executing. Meanwhile, the memory manager removes the possibilities of
fragmented memory and increases memory locality-of-reference to further increase performance.
Finally, the runtime can be hosted by high-performance, server-side applications, such as
ORACLE 8i and Internet Information Services (IIS). This infrastructure enables you to use
managed code to write your business logic, while still enjoying the superior performance of the
industry's best enterprise servers that support runtime hosting.
.NET Framework Class Library
The .NET Framework class library is a collection of reusable types that tightly integrate
with the common language runtime. The class library is object oriented, providing types from
which your own managed code can derive functionality. This not only makes the .NET Framework
types easy to use, but also reduces the time associated with learning new features of the .NET
Framework. In addition, third-party components can integrate seamlessly with classes in the .NET
Framework.
For example, you can use the .NET Framework to develop the following types of
applications and services:
Console applications.
Scripted or hosted applications.
Windows GUI applications (Windows Forms).
ASP.NET applications.
XML Web services.
Windows services.
For example, the Windows Forms classes are a comprehensive set of reusable types that
10
vastly simplify Windows GUI development. If you write an ASP.NET Web Form application, you
can use the Web Forms classes.
Client Application Development

Client applications are the closest to a traditional style of application in Windows-based
programming. These are the types of applications that display windows or forms on the desktop,
enabling a user to perform a task. Client applications include applications such as word processors
and spreadsheets, as well as custom business applications such as data-entry tools, reporting tools,
and so on. Client applications usually employ windows, menus, buttons, and other GUI elements,
and they likely access local resources such as the file system and peripherals such as printers.
Another kind of client application is the traditional ActiveX control (now replaced by the
managed Windows Forms control) deployed over the Internet as a Web page. This application is
much like other client applications: it is executed natively, has access to local resources, and
includes graphical elements.
The Windows Forms classes contained in the .NET Framework are designed to be used for
GUI development. You can easily create command windows, buttons, menus, toolbars, and other
screen elements with the flexibility necessary to accommodate shifting business needs.
For example, the .NET Framework provides simple properties to adjust visual attributes
associated with forms. In some cases the underlying operating system does not support changing
these attributes directly, and in these cases the .NET Framework automatically recreates the forms.
This is one of many ways in which the .NET Framework integrates the developer interface,
making coding simpler and more consistent.
Server Application Development
Server-side applications in the managed world are implemented through runtime hosts.
Unmanaged applications host the common language runtime, which allows your custom managed
code to control the behavior of the server. This model provides you with all the features of the
common language runtime and class library while gaining the performance and scalability of the
host server.
11
Server-side managed code
ASP.NET is the hosting environment that enables developers to use the .NET Framework
to target Web-based applications. However, ASP.NET is more than just a runtime host; it is a
complete architecture for developing Web sites and Internet-distributed objects using managed
code. Both Web Forms and XML Web services use IIS and ASP.NET as the publishing mechanism
for applications, and both have a collection of supporting classes in the .NET Framework.
XML Web services, an important evolution in Web-based technology, are distributed,
server-side application components similar to common Web sites. However, unlike Web-based
applications, XML Web services components have no UI and are not targeted for browsers such as
Internet Explorer and Netscape Navigator. Instead, XML Web services consist of reusable
software components designed to be consumed by other applications, such as traditional client
applications, Web-based applications, or even other XML Web services. As a result, XML Web
services technology is rapidly moving application development and deployment into the highly
distributed environment of the Internet.
The .NET Framework also provides a collection of classes and tools to aid in development
and consumption of XML Web services applications. XML Web services are built on standards
such as SOAP (a remote procedure-call protocol), XML (an extensible data format), and WSDL
(the Web Services Description Language). The .NET Framework is built on these standards to
promote interoperability with non- solutions.
12
Namespaces
Namespaces organize the objects defined in an assembly. Assemblies can contain multiple
namespaces, which can in turn contain other namespaces. Namespaces prevent ambiguity and
simplify references when using large groups of objects such as class libraries.
2.3.2 ADO.NET
ADO.Net is a suite of data access technologies included in the .NET Framework class
libraries that provide access to relational data and XML.ADO.NET consists of classes that make
up the Dataset (such as tables, rows, columns, relations, and so on), .NET Framework data
providers, and custom type definitions (such as SqlTypes for SQL Server). The following diagram
illustrates the components of ADO.NET architecture.
ADO.NET provides consistent access to data sources such as Microsoft SQL Server, as
well as data sources exposed through OLE DB and XML. Data sharing consumer applications can
use ADO.NET to connect to these data sources and retrieve, manipulate, and update data.
ADO.NET cleanly factors data access from data manipulation into discrete components
that can be used separately or in tandem. ADO.NET includes .NET Framework data providers for
connecting to a database, executing commands, and retrieving results. Those results are either
processed directly, or placed in an ADO.NET Dataset object in order to be exposed to the user in
an ad hoc manner, combined with data from multiple sources, or remote between tiers. The
ADO.NET Dataset object can also be used independently of a .NET Framework data provider to
manage data local to the application or sourced from XML.
The ADO.NET classes are found in System.Data.dll, and are integrated with the XML
classes found in System.Xml.dll. When compiling code that uses the System.Data namespace,
reference both System.Data.dll and System.Xml.dll.
The ADO.NET components have been designed to factor data access from data
manipulation. There are two central components of ADO.NET that accomplish this the DataSet,
and the .NET Framework data provider, which is a set of components including the Connection,
Command, Data Reader, and Data Adapter objects.
13
The ADO.NET Dataset is the core component of the disconnected architecture of

ADO.NET. The Dataset is explicitly designed for data access independent of any data source. As a
result it can be used with multiple and differing data sources, used with XML data, or used to
manage data local to the application. The Dataset contains a collection of one or more Data Table
objects made up of rows and columns of data, as well as primary key, foreign key, constraint, and
relation information about the data in the Data Table objects. The other core element of the
ADO.NET architecture is the .NET Framework data provider, whose components are explicitly
designed for data manipulation and fast, forward only, read only access to data.
The Connection object provides connectivity to a data source. The Command object
enables access to database commands to return data, modify data, run stored procedures, and send
or retrieve parameter information. The Data Reader provides a high performance stream of data
from the data source. Finally, the Data Adapter provides the bridge between the DataSet object and
the data source. The Data Adapter uses Command objects to execute SQL commands at the data
source to both load the Dataset with data, and reconcile changes made to the data in the Dataset
back to the data source. Users can write .NET Framework data providers for any data source.
The .NET Framework ships with two .NET Framework data providers the .NET Framework Data
Provider for SQL Server and the .NET Framework Data Provider for OLE DB.
Introduction to Server Side Data
Data access is the heart of any real world application, and ASP.NET provides a rich set
of controls that are well integrated with the managed data access APIs provided in the
common language runtime. This section walks through several iterations of a sample that uses
the ASP.NET Data Grid control to bind to the results of SQL queries and XML data files. This
section assumes some familiarity with database fundamentals and the SQL query language.
Server side data access is unique in that Web pages are basically stateless, which
presents some difficult challenges when trying to perform transactions such as inserting or
updating records from a set of data retrieved from a database. As you'll see in this section, the
Data Grid control can help manage these challenges, allowing you to concentrate more on
your application logic and less on the details of state management and event handling.
14
Connections, Commands, and Datasets

The common language runtime provides a complete set of managed data access APIs
for data intensive application development. These APIs help to abstract the data and present it
in a consistent way regardless of its actual source (SQL Server, OLEDB, XML, and so on).
There are essentially three objects you will work with most often connections, commands, and
datasets.
A connection represents a physical connection to some data store, such as SQL Server
or an XML file. A command represents a directive to retrieve from (select) or manipulate
(insert, update, delete) the data store. A dataset represents the actual data an application works
with. Note that datasets are always disconnected from their source connection and data model
and can be modified independently. However, changes to a dataset can be easily reconciled
with the originating data model.
Fig 3.3 Architecture of ADO.Net
15
2.3.3 ASP.NET
ASP.NET, the next version of ASP, is a programming framework used to create enterprise-class
Web Applications. These applications are accessible on a global basis leading to effecient
information management. The advantage ASP.NET offers is more than just the next version of
ASP.
The .NET Framework was introduced with a vision to create globally distributed software with
Internet functionality and interoperability. The .NET Framework consists of many class libraries,
includes multiple language support and a common execution platform. It's a very flexible
foundation on which many different types of top class applications can be developed that do
different things. Developing Internet applications with the .NET Framework is very easy.
ASP.NET is built into this framework, we can create ASP.NET applications using any of the builtin languages.
Unlike ASP, ASP.NET uses the Common Language Runtime (CLR) provided by the .NET
Framework. This CLR manages execution of the code we write. ASP.NET code is a compiled
CLR code instead of interpreted code (ASP). CLR also allows objects written in different
languages to interact with each other. The CLR makes development of Web applications simple.
Advantages Using ASP.NET
o
ASP.NET drastically reduces the amount of code required to build large applications
ASP.NET makes development simpler and easier to maintain with an event-driven, serverside programming model
ASP.NET pages are easy to write and maintain because the source code and HTML are
together
The source code is executed on the server. The pages have lots of power and flexibility by
this approach
16
The source code is compiled the first time the page is requested. Execution is fast as the
Web Server compiles the page the first time it is requested. The server saves the compiled
version of the page for use next time the page is requested
The HTML produced by the ASP.NET page is sent back to the browser. The application
source code you write is not sent and is not easily stolen
ASP.NET makes for easy deployment. There is no need to register components because the
configuration information is built-in
The Web server continuously monitors the pages, components and applications running on
it. If it notices memory leaks, infinite loops, other illegal software or activities, it
seamlessly kills those activities and restarts itself
ASP.NET validates information (validation controls) entered by the user without writing a
single line of code
ASP.NET easily works with ADO .NET using data-binding and page formatting features
ASP.NET applications run faster and counters large volumes of users without performance
problems
Differences between ASP.NET and Client-Side Technologies

Client-side refers to the browser and the machine running the browser. Server-side on the other
hand refers to a Web server.
Client-Side Scripting:
JavaScript and VBScript and generally used for Client-side scripting. Client-side scripting
executes in the browser after the page is loaded. Using client-side scripting you can add some cool
features to your page. Both, HTML and the script are together in the same file and the script is
download as part of the page which anyone can view. A client-side script runs only on a browser
that supports scripting and specifically the scripting language that is used. Since the script is in the
same file as the HTML and as it executes on the machine you use, the page may take longer time
to download.
17
Server-Side Scripting:
ASP.NET is purely server-side technology. ASP.NET code executes on the server before it
is sent to the browser. The code that is sent back to the browser is pure HTML and not ASP.NET
code. Like client-side scripting, ASP.NET code is similar in a way that it allows you to write your
code alongside HTML. Unlike client-side scripting, ASP.NET code is executed on the server and
not in the browser. The script that you write alongside your HTML is not sent back to the browser
and that prevents others from stealing the code you developed.
ASP.NET
Enhanced Performance
ASP.NET is compiled common language runtime code running on the server. Unlike its
interpreted predecessors, ASP.NET can take advantage of early binding, just in time
compilation, native optimization, and caching services right out of the box. This amounts to
dramatically better performance before you ever write a line of code.
World Class Tool Support
The ASP.NET framework is complemented by a rich toolbox and designer in the Visual
Studio integrated development environment. WYSIWYG editing, drag and drop server
controls, and automatic deployment are just a few of the features this powerful tool provides.
Power and Flexibility
Because ASP.NET is based on the common language runtime, the power and flexibility
of that entire platform is available to Web application developers. The .NET Framework class
library, Messaging, and Data Access solutions are all seamlessly accessible from the Web.
ASP.NET is also language independent, so you can choose the language that best applies to
your application or partition your application across many languages. Further, common
language runtime interoperability guarantees that your existing investment in COM based
development is preserved when migrating to ASP.NET.
18
Simplicity
ASP.NET makes it easy to perform common tasks, from simple form submission and
client authentication to deployment and site configuration. For example, the ASP.NET page
framework allows you to build user interfaces that cleanly separate application logic from
presentation code and to handle events in a simple, Visual Basic like forms processing model.
Additionally, the common language runtime simplifies development, with managed code
services such as automatic reference counting and garbage collection.
Security
With built in Windows authentication and per application configuration, you can be
assured that your applications are secure.
2.3.4 DATABASE:
STRUCTURED QUERY LANGUAGE (SQL)
SQL (pronounced as SEQUEL) is a programming language that defines and manipulates
the database. SQL databases are relational databases; this means simply that data is stored in a set
of simple relations. A database can have one or more tables. And each table has columns and
rows. A table that has an employee database, for example might have a column called employee
number and each row in that column would be an employee's employee number. We can define
and manipulate data in a table with SQL commands.
Data Definition Language defines the specification notation for defining the database schema.
We use Data Definition Language commands to set up the data. DDL commands include
commands to create and alter databases and tables.
Data Manipulation Language is used for accessing and manipulation the data organized by the
appropriate data model. We can update, delete or retrieve data in a table with Data Manipulation
Language commands. DML includes commands to alter and fetch data. The most common SQL
command is the SELECT command, which allows you to retrieve data from the database.
In addition to SQL commands, the Oracle server has a procedural language called
PL/SQL. PL/SQL enables the programmer to program SQL statements. It allows you to control
the flow of SQL program, to use variables, and to write error-handling procedures.
19
CONSTRAINTS:
To protect data and to define relationships between the data, we usually define
business rules. Rules define what data values are valid for a column in a table or how columns in
one or more tables are related to each other. ORACLE provides constraints as a way to enforce
those rules using the database system.
NOT NULL Constraints: NOT NULL Constraint prevents null value from being
entered into a column.
UNIQUE Constraints: UNIQUE Constraint ensures that the values in a set of

columns are unique and not null for all rows in the table.
PRIMARY KEY Constraint: Each table can have one PRIMARY KEY. A Primary
Key is a column or combination of columns that has the same properties as a
UNIQUE Constraint.
FOREIGN KEY Constraint: FOREIGN KEY Constraint also known as referential

integrity constraint) enable us to define required relationships between and within
tables. A Foreign Key references a set of columns in either the same table or another
table that comprise a PRIMARY KEY or a unique constraint.
What is a SQL Server?

SQL Server is a Microsoft product used to manage and store information. Technically, SQL
Server is a relational database management system (RDMS). Broken apart, this term means
two things. First, that data stored inside SQL Server will be housed in a relational database,
and second, that SQL Server is an entire management system, not just a database. SQL itself
stands for Structured Query Language. This is the language used to manage and administer the
database server.
20
Relational Database
So now that SQL Server has been broken into two terms, a relational database and a
management system, lets explore the first. There is a very technical definition for what is or is
not a relational database. For details on this definition, do an internet search for the terms Edgar
Codd (who first proposed the relational model), or the terms relational database tuples. While
there are databases that are not relational, most of the products on the market today (SQL Server,
Oracle, MySQL, and MS Access to name a few) are relational database products. This means
that data is stored inside a structure called a Table, which uses Rows and Columns (like a
spreadsheet). Unlike a spreadsheet though, the data rows stored inside a Table is not in any
particular order. To explain this last statement, think of a typical spreadsheet column, if we
wanted to sort the data in the first column of a spreadsheet alphabetically, we would simply click
the first column and then would click the Sort button. The Rows of data would change their order
so they were now sorted the way we wished, as shown in the before and after images below:
Before:
After:
Notice that the data actually moved. The name Dave moved from the third row to the first. In a
Database Table, this never happens. The data would not be rearranged. If we wanted a sorted list
like this, we would ask the database to present us with a display copy of the data sorted the way
we wanted. This request to see the data is called a Query. So when we run a Query, we see our
own personalized display copy of the data, the actual data items are not rearranged.
When discussing SQL Server, the term Database, can sometimes be thrown around loosely,
meaning different things to different people. This happens because a database is a core, central
component to SQL Server. Therefore, the term has become a slang shortcut way of meaning SQL
Server as a whole. In actuality, SQL Server is RDBMS (Relational Database Management
System). Its job is managing databases.
21
A Database is a logical container object. Its used for storing like types of information together,
to help with organization. Also, a Database can be used as an easy security boundary. Usually,
though not a rule, databases separate applications from each other. For example, all the
Accounting system information may be contained in one database, while all the Marketing
information is in another. Again, this is not a SQL Server rule; you could have all your corporate
information contained in a single database. It would be very confusing from an organization
perspective, but SQL Server would allow it. Conversely, you could separate each little group of
information into their own database, having hundreds or even thousands of databases inside a
single SQL Server. This scenario would be a management nightmare, but there are no SQL
Server rules preventing it. Usually, a common sense rule is applied for determining what a
database should contain. If the data and objects are related to each other, and it would be helpful
to apply security to the group as a whole, than this is a good candidate to be its own database. A
single SQL Server can contain over 32,000 separate databases.
When a new database is created, two physical files are created on the hard drive. One file holds
all the objects and data, the other contains a log of all the database changes. These files are
proprietary to SQL Server and cannot be opened by Word, Excel, Notepad, or any other
application. The file size of a database can be over 500,000 Terabytes.
Why use a Database?
So, now that we know SQL Server is an application for storing information inside a table
structure, lets examine the reasons why you would use a Database rather than a spreadsheet or
some other program for data storage.
Imagine youre creating an application for storing sales transactions. Well start by saving just a
few columns of information such as the Item Sold, Quantity, Price, Sale Date, and the Customer
sold to. One of the first storage options to consider is saving this information in a large text file.
There are benefits to text file saves such as quick write times. The problem with text files is
during a read, if the text file is large, it can take quite a bite of time to open and scan the contents
of the file looking for what we want. Also, if we wanted to see all the sales to a specific
customer, the entire text file would have to be read, and every line occurrence of the customer
name would need to be saved in some temporary place until we had them all. If we saved to a
22
spreadsheet instead of a text file, we would have a Sort feature built in. So we may be able to
find all the sales to a specific customer quicker, but again, if the file was large, opening the
spreadsheet could take a great deal of time.
In addition, what if we wanted to save the customers address as well as their name, now instead
of saving five pieces of information (Item Sold, Quantity, Price, Sale Date, and the Customer
sold to), well be saving nine columns of information (all the previous plus Address, City, State,
and Zip). This means were going to almost double the size of our text file or spreadsheet to
accommodate this additional customer data. However, if we used a database, we could save the
sales data and the customer address data in two separate places, so the size of the sales data
wouldnt get any larger. When we wanted a report showing the customers address, we could
Relate or link the address data to the sales data.
Not only would our sales information be smaller in a database, but the actual address data would
be smaller as well. In a spreadsheet or text file, each sales line would include a complete address.
In a database, the address would only be recorded once. It wouldnt matter if the customer made
100 or 100,000 purchases. All sales records would point to, or Relate to, that same single
address line.
This Relating of data, so sizes stay small is one benefit of a database. In addition, reading and
writing to database is very fast. Plus, many databases support having multiple users access the
same data at the same time. Something text files and spreadsheets dont do. Also, the amount or
volume of information a database can store is almost unlimited, unlike a spread sheet where
there is a fixed number or rows that can be saved.
Why Not Use a Database?
There are some problems with using a database. First, time must be taken to learn the new
system. A database is not as intuitive as a spreadsheet. In addition, if there is only a small amount
of data that doesnt need to be changed over time, its probably simpler to save it in a file.
Unfortunately, most business problems are neither simple nor small, so a database is usually the
best tool for the job.
23
Management System
The second term in our SQL Server definition is Management System. This means that SQL
Server is more than just an application to hold data; it also includes the tools needed to structure,
manipulate, and manage that data. In addition, when you install SQL Server, there are options for
including Report Writing tools, Data Import Export applications, Analysis tools, and
Management Interfaces.
SQL Server is much more robust and scalable than a desktop database management system such
as Microsoft Access. Anyone who has ever tried using Access as a backend to a website will
probably be familiar with the errors that were generated when too many users tried to access the
database!
Although SQL Server can also be run as a desktop database system, it is most commonly used as
a server database system.
Server Database Systems
Server based database systems are designed to run on a central server, so that multiple users can
access the same data simultaneously. The users normally access the database through an
application.
For example, a website could store all its content in a database. Whenever a visitor views an
article, they are retrieving data from the database. As you know, websites aren't normally limited
to just one user. So, at any given moment, a website could be serving up hundreds, or even
thousands of articles to its website visitors. At the same time, other users could be updating their
personal profile in the members' area, or subscribing to a newsletter, or anything else that
website users do.
Generally, it's the application that provides the functionality to these visitors. It is the database
that stores the data and makes it available. Having said that, SQL Server does include some
useful features that can assist the application in providing its functionality.
24
SQL Server is a Relational Database Management System. Data is stored is Tables consisting of
columns and rows. Tables can be linked, or Related, to one another. Tables and objects that
belong to the same family or require similar security are collectively stored in a Database.
25
CHAPTER3
FLOW DIAGRAMS
26
CHAPTER3
FLOW DIAGRAMS
3.1Data Flow Diagram:
Level 0:
User
Authen
tication
process
Yes
Database
No
Helpdesk
27
Level 1:
Start
User
Authen
tication
process
Database
Transfe
r
Employee
Maintenanc
e
Yes
Employee db
Technical
Team
Helpdesk
Report
eand S/W
Yes
No
Helpdesk db
CommonHardwar
Technical team db
Stop
28
Hardware db
Report db
Employee Maintenance:
Failed
User
Authen
tication
Proces
s
Request
Success
Staff
mainte
nance
Staff Information
Store Staff Information
29
Existing Data
Helpdesk:
Failed
User
Authen
tication
Proces
s
Request
Existing Data
Success
New Request
query
yes
No
Helpdes
k
Query Information answer
30
Technical Team
Report:
Failed
User
Authen
tication
Proces
s
Request
Success
Report
Genera
tion
Report
Data base
31
Existing Data
3.2Control Flow Diagram
Login
Admi
n
Employee
Technical
Team
Technical solution
View help request
Reports
New helprequest
New Emp
registration
Post solution
View problem solution

View unsolutioned
problem
Common
Problems
View employee details
Send Mail
Solution
View Solution
32
Post Solution
Use Case Diagram
33
3.3Relationship Diagram:
34
CHAPTER 4
SYSTEM DESIGN
35
CHAPTER 3
SYSTEM DESIGN
4.1 Page Design
36
37
38
39
40
41
42
43
44
4.2 Database Design
Employee Registration Table
Employee Details Table
45
New Help Request Table
Admin Registration Table
46
Workassignteam Table
Technical Registration Table
47
Solution Table
Common Hardware Solution Table
48
Common Hardware Solution Table
49
CHAPTER 5
TESTING
50
CHAPTER 7
TESTING
Testing is the process of detecting errors. Testing performs a very critical role for quality assurance
and for ensuring the reliability of software. The results of testing are used later on during
maintenance also
Psychology of Testing
The aim of testing is often to demonstrate that a program works by showing that it has no errors.
The basic purpose of testing phase is to detect the errors that may be present in the program.
Hence one should not start testing with the intent of showing that a program works, but the intent
should be to show that a program doesnt work.
Testing is the process of executing a program with the intent of finding errors.
Testing Objectives:
The main objective of testing is to uncover a host of errors, systematically and with minimum
effort and time. Stating formally, we can say,
Testing is a process of executing a program with the intent of finding an error.
A successful test is one that uncovers an as yet undiscovered error.
A good test case is one that has a high probability of finding error, if it exists.
The tests are inadequate to detect possibly present errors.
The software more or less confirms to the quality and reliable standards.
51
LEVELS OF TESTING
In order to uncover the errors present in different phases we have the concept of levels of testing.
The basic levels of testing are
Client Needs
Acceptance Testing
Requirements
System Testing
Design
Integration Testing
Code
Unit Testing
Unit testing:
Unit testing focuses verification effort on the smallest unit of software i.e. the module. Using the
detailed design and the process specifications testing is done to uncover errors within the boundary
of the module. All modules must be successful in the unit test before the start of the integration
testing begins.
In this project Evaluation of Employee Performance each service can be thought of a module.
There are so many modules like Executive, Debit Card, Credit Card, Performance, Bills. Each
module has been tested by giving different sets of inputs (giving wrong Debit card Number,
Executive code) when developing the module as well as finishing the development so that each
module works without any error. The inputs are validated when accepting from the user.
52
Integration Testing:
After the unit testing we have to perform integration testing. The goal here is to see if modules can
be integrated properly, the emphasis being on testing interfaces between modules. This testing
activity can be considered as testing the design and hence the emphasis on testing module
interactions.
In this project Evaluation of Employee Performance, the main system is formed by integrating
all the modules. When integrating all the modules I have checked whether the integration effects
working of any of the services by giving different combinations of inputs with which the two
services run perfectly before Integration.
SYSTEM TESTING
Here the entire software system is tested. The reference document for this process is the
requirements document, and the goal so to see if software meets its requirements.
Here entire Evaluation of Employee Performance has been tested against requirements of project
and it is checked whether all requirements of project have been satisfied or not.
ACCEPTANCE TESTING
Acceptance Test is performed with realistic data of the client to demonstrate that the software
is working satisfactorily. Testing here is focused on external behavoiur of the system; the internal
logic of program is not emphasized.
53
In this project Evaluation of Employee Performance I have collected some data and tested
whether project is working correctly or not.
Test cases should be selected so that the largest number of attributes of an equivalence class is
exercised at once. The testing phase is an important part of software development. It is the process
of finding errors and missing operations and also a complete verification to determine whether the
objectives are met and the user requirements are satisfied.
54
CHAPTER 6
SYSTEM
IMPLEMENTATION
55
CHAPTER 6
SYSTEM IMPLEMENTATION
SOURCE CODE
<%@ Master Language="C#" AutoEventWireup="true"
CodeFile="MasterPage4.master.cs" Inherits="MasterPage4" %>
<link rel="stylesheet" href="StyleSheet.css" type="text/css" />
<script src="js/datepicker_css.js" type="text/javascript"></script>
<form id="Form1" runat="server">
<table border="0" cellpadding="0" cellspacing="0" style="width: 100%; height:
100%">
<tr>
<td colspan="2" style="height: 200px">
<asp:image id="Image2" runat="server"
imageurl="~/image/middle_header.jpg" Height="237px" Width="997px"></asp:image>
</td>
</tr>
<tr>
<td colspan="2" style="background-color: darkred;">
<table style="width: 976px; text-align: center; height: 1px;">
<tr>
<td>
<asp:linkbutton id="LinkButton1" runat="server"
backcolor="White" borderstyle="Outset"
font-bold="True" style="color: darkred; fontvariant: small-caps">Home Page</asp:linkbutton>
</td>
<td>
style="font-variant: small-caps" BackColor="White" BorderStyle="Outset"
ForeColor="Maroon" Font-Bold="True">about us</asp:linkbutton>
</td>
<td>
ForeColor="Maroon" Font-Bold="True">contacts</asp:linkbutton>
</td>
<td>
ForeColor="Maroon" Font-Bold="True">signout</asp:linkbutton>
</td>
</tr>
</table>
</td>
</tr>
<tr>
56
<td>
<br />
<table style="width: 204px">
<tr>
<td style="width: 100px">
<asp:label id="Label1" runat="server" backcolor="Maroon"
font-bold="True" font-names="Estrangelo Edessa"
font-size="Medium" forecolor="White" text="Technical
Team Menu" width="197px"></asp:label>
</td>
</tr>
</table>
<br />
<table border="2" cellspacing="10" style="width: 194px">
<tr>
<asp:hyperlink id="HyperLink1" runat="server"
cssclass="link" width="181px"
NavigateUrl="~/Technicalteamsolution.aspx">Technicalsolution</asp:hyperlink>
</td>
</tr>
<tr>
cssclass="link" width="183px" NavigateUrl="~/Viewproblemsolution.aspx">Post
Solution</asp:hyperlink>
</td>
</tr>
</table>
</td>
<td style="height: 186px">
<asp:contentplaceholder id="ContentPlaceHolder1"
runat="server"><TABLE style="WIDTH: 779px"><TBODY><TR><TD style="WIDTH:
100px"></TD></TR></TBODY></TABLE></asp:contentplaceholder>
</td>
</tr>
<tr>
<asp:image id="Image1" runat="server" height="66px"
imageurl="~/image/phone.jpg"
width="931px"></asp:image>
</td>
</tr>
<tr>
<td colspan="2" style="height: 33px; color: black; text-align: center;
font-size: 10pt;">
Copyright 2010 . All rights reserved. Design by Luminosoft
technology solutions.</td>
</tr>
</table>
</form>
57

100%">
<tr>
<asp:image id="Image2" runat="server"
imageurl="~/image/headerimage12.jpg"></asp:image>
</td>
</tr>
<tr>
<td colspan="2" style="background-color: darkred; height: 52px;">
<tr>
<td>
</td>
<td>
</td>
<td>
</td>
<td>
</td>
</tr>
</table>
</td>
</tr>
<tr>
<td style="width: 4px; height: 343px">
<table style="height: 334px">
<tr>
<table cellspacing="10" style="background-color: white">
<tr>
<td style="width: 100px; background-color: white">
58
<asp:label id="Label1" runat="server"

backcolor="Maroon" font-size="Medium" forecolor="White"
style="background-color: darkred"
text="Employee Menu" width="187px"></asp:label>
</td>
</tr>
</table>
<br />
<table border="3" cellspacing="10" style="height: 231px">
<tr>
<td>
cssclass="link" width="173px"
NavigateUrl="~/Newemployeeregistration.aspx">Employee
Registration</asp:hyperlink>
</td>
</tr>
<tr>
<td>
cssclass="link" width="176px" NavigateUrl="~/Newhelprequest.aspx">Post New Help
Request</asp:hyperlink>
</td>
</tr>
<tr>
<td>
cssclass="link" NavigateUrl="~/Solutionpage.aspx">Solutions</asp:hyperlink>
</td>
</tr>
<tr>
<td>
cssclass="link" NavigateUrl="~/Commonproblems.aspx">Common
Problems</asp:hyperlink>
</td>
</tr>
</table>
</td>
</tr>
</table>
</td>
<td style="height: 343px; width: 762px;">
</td>
</tr>
<tr>
59
</td>
</tr>
<tr>
font-size: 10pt;">
</tr>
</table>
</form>

100%">
<tr>
<asp:image id="Image2" runat="server" imageurl="~/image/m1.jpg"
Height="193px" Width="977px"></asp:image>
</td>
</tr>
<tr>
<td colspan="2" style="background-color: darkred; height: 52px;">
<tr>
<td>
</td>
<td>
ForeColor="Maroon" Font-Bold="True" Width="77px">Service</asp:linkbutton>
</td>
<td>
</td>
<td>
60

</td>
</tr>
</table>
</td>
</tr>
<tr>
<td>
<table border="1" cellspacing="10" style="width: 1px; height: 232px">
<tr>
<td style="height: 20px; text-align: left">
cssclass="label" font-size="Medium"
forecolor="White" style="vertical-align: middle;
letter-spacing: 5px; text-align: center"
text="Menu" width="158px"></asp:label>
</td>
</tr>
<tr>
<td style="text-align: left">
cssclass="link" NavigateUrl="~/Newregistration.aspx">New
Registration</asp:hyperlink>
</td>
</tr>
<tr>
<td style="height: 49px; text-align: left">
cssclass="link" NavigateUrl="~/Editpassword.aspx">Change
Password</asp:hyperlink>
</td>
</tr>
<tr>
<td style="text-align: left">
cssclass="link" NavigateUrl="~/Forgotpassword.aspx">Forget
Password</asp:hyperlink>
</td>
</tr>
</table>
</td>
</td>
</tr>
<tr>
61

</td>
</tr>
<tr>
font-size: 10pt;">
</tr>
</table>
</form>
<%@ Master Language="C#" AutoEventWireup="true" CodeFile="MasterPage.master.cs"

Inherits="MasterPage" %>
<%@ Import Namespace="System.Web.Mail" %>
<form runat="server">
100%">
<tr>
<asp:image id="Image2" runat="server" imageurl="~/image/banner
photo.jpg"></asp:image>
</td>
</tr>
<tr>
<td colspan="2" style="background-color: darkred;">
<tr>
<td>
font-bold="True" style="color: darkred; fontvariant: small-caps" PostBackUrl="~/Loginform.aspx">Home Page</asp:linkbutton>
</td>
<td>
</td>
<td>
62
</td>
<td>
ForeColor="Maroon" Font-Bold="True"
PostBackUrl="~/Loginform.aspx">signout</asp:linkbutton>
</td>
</tr>
</table>
</td>
</tr>
<tr>
<td>
<br />
<tr>
font-bold="True" font-names="Estrangelo Edessa"
font-size="Medium" forecolor="White" text="Admin Menu"
width="197px"></asp:label>
</td>
</tr>
</table>
<br />
<table border="2" cellspacing="10" style="width: 194px">
<tr>
cssclass="link" width="181px" NavigateUrl="~/Viewhelprequest.aspx">View Help
Request</asp:hyperlink>
</td>
</tr>
<tr>
cssclass="link" width="183px" NavigateUrl="~/Viewproblemsolution.aspx">View
Problem Solution</asp:hyperlink>
</td>
</tr>
<tr>
cssclass="link" Width="188px" NavigateUrl="~/Unsolution.aspx">View Problem
Unsolution</asp:hyperlink>
</td>
</tr>
<tr>
cssclass="link" Width="173px" NavigateUrl="~/Viewemployeedetails.aspx">View
Employee Details</asp:hyperlink>
</td>
</tr>
<tr>
63

cssclass="link" NavigateUrl="~/Report.aspx">Report</asp:hyperlink>
</td>
</tr>
</table>
</td>
</td>
</tr>
<tr>
</td>
</tr>
<tr>
font-size: 10pt;">
</tr>
</table>
</form>
<asp:Content ID="Content1" ContentPlaceHolderID="ContentPlaceHolder1"
Runat="Server">
<br />
<br />
<br />
<tr>
<asp:label id="Label1" runat="server" cssclass="heading"
text="Common Hardware Problems"
width="750px" Height="30px"></asp:label>
</td>
</tr>
</table>
<br />
<br />
<asp:radiobuttonlist id="RadioButtonList1" runat="server"
cssclass="label"
height="292px"><asp:ListItem Value="On startup I get a message saying
'Alert! System battery volage is low. F1 to continue F2 to run setup utility'.
What is causing this?">On startup I get a message saying 'Alert! System battery
volage is low. F1 to continue F2 to run setup utility'. What is causing this?
</asp:ListItem>
64
<asp:ListItem Value="My Printer has just stopped printing, any ideas of how I
can get it working again?"></asp:ListItem>
<asp:ListItem>I already have a desktop PC, How do I setup a wireless network to
my laptop? </asp:ListItem>
<asp:ListItem Value="Why is My PC so Slow?"></asp:ListItem>
<asp:ListItem>I find that Documents that I need to carry round with me won't
fit on a Floppy Disk, meaning I have to carry multiple disks around. I have
heard about USB Memory Pens but am unsure what size I should buy.
</asp:ListItem>
<asp:ListItem>How can I fix a mouse that isn't responding properly?
</asp:ListItem>
</asp:radiobuttonlist> <br />
<tr>
<td style="width: 100px; text-align: right">
<asp:button id="Button1" runat="server" cssclass="button"
text="View" width="165px" OnClick="Button1_Click" />
</td>
</tr>
</table>
<br />
<br />
<asp:label id="Label2" runat="server" text="Label" Font-Names="Arial" FontSize="Larger" ForeColor="#C00000"></asp:label>
<br />
<br />
<br />
</asp:Content>
<%@ Page Language="C#" MasterPageFile="~/MasterPage3.master"

AutoEventWireup="true" CodeFile="Commonproblems.aspx.cs" Inherits="Default7"
Title="Untitled Page" %>
<asp:Content ID="Content1" ContentPlaceHolderID="ContentPlaceHolder1"
Runat="Server">
<br />
<br />
<br />
<tr>
<asp:label id="Label1" runat="server" cssclass="heading"
text="Common Problems" width="750px" Height="26px"></asp:label>
</td>
</tr>
</table>
<br />
<br />
<table style="width: 754px; height: 259px">
<tr>
65

imageurl="~/image/t1.jpg" width="446px"></asp:image>
</td>
<table cellspacing="10" style="width: 292px">
<tr>
<td style="text-align: center">
<asp:hyperlink id="HyperLink1" runat="server" cssclass="link"
width="267px" NavigateUrl="~/Commonhardware.aspx">Hardware
</td>
</tr>
<tr>
<td style="text-align: center">
<asp:hyperlink id="HyperLink2" runat="server" cssclass="link"
width="261px" NavigateUrl="~/Commonsoftware.aspx">Software
</td>
</tr>
</table>
</td>
</tr>
</table>
<br />
<br />
</asp:Content>
66
CHAPTER 7
SNAPSHOT
67
CHAPTER 7
APPENDICES
Home Page:
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
CHAPTER 8
CONCLUSION
97
CHAPTER 8
CONCLUSION
Conclusion
A help desk is an important criterion to the customer when evaluating a product or a service. With
the help of help desk all can solve any type of problems in hardware, software and Networking
with the mean time. This provide the employees in the IT companies and other companies related
to the IT set free from the problems related to the hardware , software and Networking. So we
conclude that help desk is a very useful concern for solving the IT problems
98
CHAPTER 9
FUTURE
ENHANCEMENT
99
CHAPTER 9
FUTURE ENHANCEMENT
The future enhancement of this Help Desk Management System is to implement in every concern
because now this help desk is in the private and the IT sector. In future this must be implement in
the public sector and in all fields.
100
Chapter 10
BIBLIOGRAPHY
101
CHAPTER 10
REFERENCES
Robert Patton, Jennifer Ogle (2001) Designing SQL Server 2000 Databases For .Net
Enterprise Servers, Syngress Publishing, Inc.
Matthew MacDonald The Complete Reference ASP.NET
Steven A. Smith, Rob Howard ASP.NET Developers Cookbook
Web Collections
www.w3schools.com/wap/
http//www.developershome.com/wap/wapServerSetup/tutorial.asp
www.wapforum.org
www.computer.org/portal/site/ieeecs
http//www.wirelessdevnet.com/channels/wap/training/wml.html
http//notess.com/write/archive/200008ww.html
102
103

A Web-Based Intelligent Help Desk Support Environment 2

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

A Web-Based Intelligent Help Desk Support Environment 2

Uploaded by

Copyright:

Available Formats

CHAPTER 1

Enterprise Resource Planning

: 101 Standard Key-board

Microsoft SQL Server

Internet Explorer/Any Web Browser

To provide a consistent object-oriented programming environment whether object code is

To provide a code-execution environment that minimizes software deployment and

To provide a code-execution environment that guarantees safe execution of code, including

To provide a code-execution environment that eliminates the performance problems of

Features of the Common Language Runtime

Scripted or hosted applications.

Windows GUI applications (Windows Forms).

XML Web services.

Client Application Development

Server-side managed code

The ADO.NET Dataset is the core component of the disconnected architecture of

Connections, Commands, and Datasets

Fig 3.3 Architecture of ADO.Net

Differences between ASP.NET and Client-Side Technologies

UNIQUE Constraints: UNIQUE Constraint ensures that the values in a set of

FOREIGN KEY Constraint: FOREIGN KEY Constraint also known as referential

What is a SQL Server?

3.1Data Flow Diagram:

Store Staff Information

Query Information answer

3.2Control Flow Diagram

View help request

View problem solution

View employee details

Use Case Diagram

4.2 Database Design

Employee Registration Table

Employee Details Table

New Help Request Table

Admin Registration Table

Technical Registration Table

Common Hardware Solution Table

Common Hardware Solution Table

Testing is a process of executing a program with the intent of finding an error.

A successful test is one that uncovers an as yet undiscovered error.

The tests are inadequate to detect possibly present errors.

<%@ Master Language="C#" AutoEventWireup="true"

<asp:label id="Label1" runat="server"

<%@ Master Language="C#" AutoEventWireup="true"

<asp:linkbutton id="LinkButton4" runat="server"

<asp:image id="Image1" runat="server" height="66px"

<%@ Master Language="C#" AutoEventWireup="true" CodeFile="MasterPage.master.cs"

<td style="width: 100px">

<%@ Page Language="C#" MasterPageFile="~/MasterPage3.master"

<asp:image id="Image1" runat="server" height="247px"

You might also like