Prepared By Ahmed Obaid Wassim Salem

1. Help Desk Support System Ticket University of PalestineFaculty of Applied Engineering and Urban PlanningSoftware Engineering Department Prepared By Ahmed Obaid Wassim Salem Fariza El Sharif fawzy al tayebSupervised By Dr: Mohammed Mikii

2. Outline INTRODUCTION Purpose Methodology Users of the Help Desk Support System Functional Requirement Non- Functional Requirement

3. INTRODUCTION • TheHelp Desk Support System is used for the logging, tracking and reporting of all requests received by theHelp Desk from clients through special forms.Clients will be able to report on errors, problem,support needed, software failure, hardware problems...etc • When the client submits the online form, it will create a ticket for the help desk administrator and they will pass the ticket to a technician to address the problem. • The designed system can be used as a generic system, and therefore can be easily adopted to fit with the needs of other stakeholders, companies and institutes.

4. Objectives The main goals of the HDSS are to: • Facilitate communication between staff and Maintenance Department. • Produce statistical reports for inventory and tasks. • Identify problems with devices of clients. • Facilitate the access of the system online from anywhere.

5. Purpose The main purpose to this project: 1. Provide the service to customers.2. Learn how to processing technical matters and crises.3. Increase the gain trust between the client and the labor market in the areas of hosting.4. Address the disadvantages resulting from the misuse of the site or to the Control Panel.5. Contribute in the security procedures of the hosted sites that require technical support.

6. Methodology In our project we following model (waterfall model) to implement the system. The main reason to choose this model because it has a high precision and features with risk analysis phase which reduce errors rate in the system , it contains : • Requirement definition: At this stage we define the systems services and goals after consultation with the system users. • System design: At this stage we define the software tools required for our system and we establish an over all system architecture. • Implementation and unit testing: At this stage we start to work in our design ,test every part and ensure that it meets its.

7. Methodology • Integration and system testing At this stage we integrate and test our system as whole and ensure that it meets its. • Maintenance At this stage we apply our system in the website.

8. Identification of stakeholders The users of the system include: • Helpdesk Technicians: are the ones who will address problems that have been recorded into the system.Technicians can view in their page the tickets that have been created into their own queue as directed by supervisor. • Helpdesk Administrator: is the one who uses the system for monitoring, running queries such as type of problems that are received to helpdesk and they can add, delete and update users to the system.

9. Users of the system • Clients: • are the normal users who submit requests • to services via submitting the online forms. • Users can also view the tickets they have created for follow up and filing purposes. • Ticket feature can also be used to help users request upgrading their PCs and devices or other requests to supply stuff and not only limited to reporting problems.

10. Functional Requirement Login • Clients and Administrators can login to thesystem using a username and password. • If login information invalid, the system will display anerror message and ask to re-enter the correct logininformation again. Add New Tickets • All users can create a new ticket. • A form will be displayed to the user to fill out details on the request then submit the form to the relevant party. • The ticket will be automatically sent to administrator.

11. Functional Requirement Add a New Department • Only administrator can add/remove departments. • An administrator can remove an existing departmentafter deleting all users under that department. Administrator management • Administrator can view technicians and whether they are engaged or available and can assign new tasks among technicians. • Administrator can update, modify or delete a particular task from any technician’s account.

12. Functional Requirement View Old Tickets • Clients can view their history of tickets. • A list of all tickets requested will be displayed with relevant information by a technician on thestatus of the request, whether it is complete or pending. Modify user • Administrator can change and update user account information once they move from one department to another without losing any of the information recorded for that user. .

13. Functional Requirement Add New User • User clicks on add a new user button to create a newaccount. • If no data entered and click on ADD button cannotadd data. • If the added data is true, the massage of successful added appear. Add new maintenance services • Only administrator can add/remove maintenance services.

14. Non- Functional Requirement Reliability issues The system should be able to receive morethan a thousand processes by the users simultaneously. Usability issues Users of the system should be able to view informationin mille seconds. Portability issues The system tends to the adaptation of a software system to other environments consisting of different hardware, different operating systems, and so forth.

15. Non- Functional Requirement Security issues The system aims at preventing unauthorizedaccess to the system or parts of it, detection of unauthorizedaccess and the activities performed by the hackers, and therecovery of damages caused by unauthorized hack cases. Modifiability issues System allows the rest of the institutions to adjust and use system without many amendments on the structure of the system, and in an easy and inexpensive way. Availability issues Availability of information in the system; will the reaction time for operations be less than two seconds on average? And will the reaction time of the reports be less than four seconds?