Abdur+Rahman

Abdur Rahman,

Pls give the following:

Project title:

Introduce the project to the class. Include:
 * main outputs
 * how data will be collected and input
 * users
 * geographical area covered by project
 * how important it is for the client to have the project properly implemented?

Select and write below your documentation areas. Mention the techniques that you will use in each of the FOUR documentation areas to make your documentation effective.

1. Tools & techniques

2. Tools & techniques

3. Tools & techniques

4. Tools & techniques

=
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Abdur Rahman Bhuiyan
 * 093-25-140.**

Project Title: Support desk ticketing system.

Web based support desk ticketing system to receive clients complains records, follow-up complains for in house work progress and update the present status of the complains to the clients, forward complains followed by associate departments. Steps of solutions and involvements of individuals or departments. Service confirmation and user acknowledgement record. This application is developing by Telnet Communication Ltd In-house Development Team for its all clients complain management and synchronize the message to the clients as well as all associate departments or concern individuals about any client complains. And take records about clients complains.


 * ** Main outputs: ** This system will be used for online based complain register and follow-up complains and solutions records.
 * ** How data will be collected and input: ** In the initial stage all clients’ basic information are stored in database. Clients complain over phone or mails are inserted into the register.
 * ** Users: ** Main users are call center executives. More or less all the departments communicate among the departments, employee, clients etc. It depends on how the permissions are set and who is eligible to forward the message to the next concern.
 * ** Geographical area: ** This software is running within the Telnet Communication Support desk and all over the departments who are involves to giving the problems solutions.
 * ** How important it is for the client to have the project properly implemented? ** It is very important to implement any project for the client to make sure the goal. By the help of this software any individual is updated about clients complains and its present status without asking anybody. So successful implementation can change the overall systems.

Four Areas are as follows: >
 * Process
 * Implementation
 * User Acceptance Testing(UAT)
 * Service Level Agreement(SLA)



Fig: Process of Support Desk Ticketing System

Two Areas of Documentation are as follows: Ø Process Ø Implementation

01. Process ** Tools: ** Ø PHP Ø My SQL Ø Crystal Reports

** Techniques: ** Ø Requirement Analysis Ø Feasibility study Ø Ensure all Data from Manual Files System especially client phone number and email ID. Ø Designing user friendly and effective User Interface Ø Modification if needed Ø Pilot Testing in Head office Ø Run parallel with existing manual system Ø User Acceptance Testing Ø Implementation among all the Zonal offices

02. Implementation ** Tools: ** Ø All necessary software Ø Laptop and desktop Computers with necessary software. Ø Intranet and/or internet connectivity for browsing ticketing system from head office as well as zonal office. Ø Ensure uninterrupted net service for head office and all zonal offices. Ø Ensure technically knowledgeable manpower for all offices and last mile support.

** Techniques: ** Ø Providing training to users Ø Configuring Server with necessary software Ø Installing Operating System and other necessary software in Computers Ø Sending computers for zonal office and laptop for last mile support Ø Connecting zonal office computers with the intranet/internet Ø Enjoying Support desk ticketing system for problems follow up and solution accordingly.

** question on Implementation: **
===** Q.1. it is online based system, so training is highly necessary but you haven't said any plan to manage the training session. Good management is required for training session. Would you plz show me some diagram or snaps so that i can understand your management policy. **===

** Question on process: **
===** Q.1. plz see this page on that page we have developed SPID where the process means scope of work and the overview of the project. but you have mention many points those are the parts of tools and techniques. anyway you have defined many steps. But plz show us some diagram of your project so that we can understand the process of your project [I mean how will you manage?]. **===

Muhammed Samsuddoha Alam, 093-25-139
Dear Mr.Samsuddoha

Thank you very much for your valued comments.

Question no 1 Answer: In the implementation phase I already mention Ø Ensure technically knowledgeable manpower for all offices and last mile support. Ø Providing training to users. So, hope after review my report again you will get your answer.

Question no 2 Answer: In every stages software users update the ticket and have an option is for any update he/she and concern departments will get an E-mail automatically. So this is the good confirmation of proper uses of the software users and also shows the accountability of the software users.

Thank you Again,

Abdur Rahman Bhuiyan ID: 093-25-140.

03. User Acceptability Testing(UAT)


 * //My Project Title: Support desk ticketing system.//**

__**// Input: //**__ // Here full software is report oriented. When any Support desk executive received a complain he creating a ticket in the “Support desk ticketing system” software. At ticket creating system Support desk executive just put the associate client name, problem type from combo list [predefine] then all associate contact information fields fulfill automatically by using client database and briefly explain the complain. //

// Reference FigureNo-02: Input format //

// Support desk executive who is ticket creator, associate departments and client got a mail with ticket details [This is report -01]. // = __ Mail Subject: __ = = [ 6696 ]   DBBL   --Data Connectivity 64 kbps@Kallanpur ATM--Cable Problem  = __ Mail Message[Body]: __ Dear Concern, Thank you for being with Telnet Communication Ltd. Link Down Notification: Node :24 BC, Shahid Minar Road, Kallanpur, Dhaka Fault Date : September 28, 2010 Time : 17:15 Hour Inform to : Mr. Zillur [017115……], Telnet FON [Mr. Mostafa] Possible cause : Fiber Cable Problem Expected restore time : 0300 Hours If there is any more updated information, we will provide you accordingly. Thanks Sharif Ashraful Alam (Srabon) Telnet Support Desk [24x7] Communication Division Telnet Communication Ltd Hotline 01: +8801199…… Hotline 02: +8801199……
 * __// Output: //__**

__** Management testing **__
// For every New Ticket or update automatically generate a mail and client or management can reply those mails which also will add the ticket. We can generate summary report from this form. //



04 . Service Level Agreement (SLA)

//__Agreement for hardware maintenance and servicing__//
// We bought our server PC and seven laptop and other necessary hardware from Global Brand private ltd. // // Warranty : // // The warranty is effective from product original purchase date. It only covers failures or malfunctions that occur during the warranty period and under normal use conditions, as well as any material or workmanship defects. // // The warranty will not apply if:

A) The product has been tampered, repaired and/or modified by non-authorized personnel;

B) The serial number on the product, components or accessories has been altered, cancelled or removed;

C) The warranty seals have been broken or altered;

D) There is damage caused by accident, natural disaster, intentional or accidental misuse, abuse, neglect or improper maintenance, or use under abnormal conditions;

F) There is damage caused by an external electrical fault or any accident;

J) There is damage from third party software or from virus(es); or

K) There is software loss or data loss that may occur during repair or replacement.

//
 * //__ Agreement of software maintenance and debugging __//**

__First party [Software user]:__ Telnet communication Ltd __Second party [Software Developing Company]:__ DIU SPM Group.

-- We have agreement with software User Company “Telnet Communication” for any kind of maintenances duration is pre definable. If the maintenance window is maximum then define time it will calculate the vale and reduce the from maintenance cost. -- For any kind of debugging maximum response time is 24 hours. In extreme cases it will extendable 72 hours depend on both party discursions. -- Phone support is available at working hours. -- Regular, preferably weekly, meetings are often bemoaned by developers If conducted well, they help flush out problems, strengthen relationships and deepen the team's knowledge of the customer's requirements.

Possible upgrading facilities are open for software users. For any kinds of upgrading/ modification time cost and others condition will depend on both parties discussion.
 * //__ Agreement for software upgrade __//**