Recent Changes

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4. We need to plan the remaining part of the course. I have written a question for you in:
http://socialweb.daffodilvarsity.edu.bd/pg/blog/group:4899http://sw.daffodilvarsity.edu.bd/pg/blog/group:4899
for comments go to:
http://sw.daffodilvarsity.edu.bd/pg/blog/ymislam/read/5947/reflection
This will carry 5 marks towards your assignment. If you have problems accessing and writing in the comment space, contact Pasha at 01678143011. Pls respond by Thursday 2pm (Aug 12th, 2010)
Full Name

Comments to Section2
by samsuddoha Alam,093-25-139, link Comments on Section 2
.
Abdur Rahman
Dear Mr.Samsuddoha
Thank you very much for your valued comments.
Thank you Again,
Abdur Rahman Bhuiyan
ID: 093-25-140.
Azhar093-25-140
Fekri
Question by:

Abdur Rahman
Support desk ticketing system
26.09.10
26.09.10
08.10.10
08.10.10
Azhar
Fekri
Comments to Section2
by samsuddoha Alam,093-25-139, link Comments on Section 2
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.
Azhar
Fekri

Process
Implementation
Tools & Techniques
ReportUser Acceptance Testing(UAT)
Service Level Agreement(SLA)
{SPM-Diagram.JPG}
Fig: Process of Support Desk Ticketing System
Ø Sending computers for zonal office and laptop for last mile support
Ø Connecting zonal office computers with the intranet/internet
solution accordingly.
{SDESK.JPG} Fig.No: 02- Input Format
Comment by samsuddoha:
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
Output:
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……
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.
{SDESK2.JPG} Fig.No:03 Report
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.
Agreement for software upgrade
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.
Thank you Again,
Abdur Rahman Bhuiyan
ID: 093-25-140.

Ø Connecting zonal office computers with the intranet/internet
Ø Enjoying Support desk ticketing system for problems follow up and solution accordingly.
{SDESK.JPG} [Fig.No: 02]Fig.No: 02- Input Format
Comment by samsuddoha:
question on Implementation:

Ø Connecting zonal office computers with the intranet/internet
Ø Enjoying Support desk ticketing system for problems follow up and solution accordingly.
{SDESK.JPG} [Fig-02]Input Form[Fig.No: 02] Input Format
Comment by samsuddoha:
question on Implementation:

Ø Sending computers for zonal office and laptop for last mile support
Ø Connecting zonal office computers with the intranet/internet
solution accordingly.
{SDESK.JPG} Input
{SDESK.JPG} [Fig-02]Input Form
Comment by samsuddoha:
question on Implementation: