Web-Base Help Desk System For Telecenter

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1 Web-Base Help Desk System For Telecenter A Thesis submitted to College of Arts and Sciences (Applied Sciences) In partial fulfillment of the requirements for the degree Master of Science (Information Communication Technology) University Utara Malaysia By Salih H. Glood All rights reserved,.october, 2009

2 ACKNOWLEDGEMENT MY greatest gratitude to Allah, the Grandest and Almighty, Most gracious and the Most Merciful for giving me the chance, time, and ability to perform this study and for all the chances the God has given to me until now. Firstly, I would like to express my deepest sense of gratitude to my supervisor Assoc. Prof. Dr. Wan Rozaini bt Sheik Osman for her patient guidance, suggestions, encouragement, understanding, and excellent advice throughout this study; also for her suggestions and help and my evaluator Mr. Mohd. Adan for his suggestions and help. I am also thankful to all my colleagues and friends at UUM. Above all, I would like to thank my father and mother, my wife, my sons, Hussain, Ali, and my family members, for their encouragement and support all the period of my studying especially my brothers, Fahad, Mohammed, and my family AL-Glood.

3 PERMISSION TO USE In presenting this thesis in partial fulfilment of the requirements for a postgraduate degree from University Utara Malaysia, I agree that the University Library may make it freely available for inspection. I further agree that permission for copying of this thesis in any manner, in whole or in part, for scholarly purpose may be granted by my supervisor(s) or, in their absence by the Dean of the Graduate School. It is understood that any copying or publication or use of this thesis or parts thereof for financial gain shall not be allowed without my written permission. It is also understood that due recognition shall be given to me and to University Utara Malaysia for any scholarly use which may be made of any material from my thesis. Requests for permission to copy or to make other use of materials in this thesis, in whole or in part, should be addressed to Dean of Research and Postgraduate Studies College of Arts and Sciences University Utara Malaysia UUM Sintok Kedah Darul Aman Malaysia i

4 ABSTRACT Help Desk System is an integral part of many organizations that must support products or services. In the complex help desk environment, analysts with varying skill levels rely on their expertise as well as systems, tools, and repositories to answer a range of problems. Telecentre (TC) often needs support to address problems faced in their daily routine, and it is expensive to call or ask for visits from the stakeholders. Hence, the study will propose a web based Help Desk System for the telecentre to provide administrator with the appropriate details relevant to their requirements. The study will follow the Spiral development model. ii

5 TABLE OF CONTENT PERMISSION TO USE ABSTRACT TABLE OF CONTENT LIST OF TABLES LIST OF FIGURES i ii iii vi vii CHAPTER ONE INTRODUCTION 1.1 Introduction Problem statement Research questions Research objectives Scope of the study Significance of the study Summary 6 CHAPTER TWO LITERATURE REVIEW 2.1 Web application The architecture of web-application 2.2 Help desk Introduction to help desk iii

6 2.2.2 The drawbacks of help desk Kg Tradisi Lembah Keriang Telecenter (TC) 2.4 Help desk in Telecentre Summary 22 CHAPTER THREE METHODOLOGY 3.1 Understand the Requirements 3.2 Design the System 3.3 Build in Stage 3.4 Test and Evaluate 3.5 Documentation Summary 30 CHAPTER FOUR SYSTEM ANALYSIS AND DESIGN 4.1 Introduction 4.2 List of Requirement Functional Requirement Non Functional Requirement Use Case Diagram 4.4 Use case specification 4.5 Sequence Diagram Manage user question Manage manager Question 66 iv

7 4.5.3 Show Questions Collaboration Diagram 4.7 Class diagram CHAPTER FIVE DISCUSSION OF RESULT 5.1 Functionalities Design for the System Functionalities for visitors Functionalities for members Functionalities for manager Functionalities for administrator System performance 92 CHAPTER SIX CONCLUSIONS 6.1 Findings Research Limitation Recommended Works Summary 96 References 97 Appendix 103 v

8 LIST OF TABLES Table 3.1: Requirements for web application development 28 Table 4.1: Functional requirement 32 Table 4.2: Non-functional requirement 36 Table 4.3 Use Case Login (UC_01) 41 Table 4.4: Use Registration (UC_02) 42 Table 4.5: Use Case Login (UC_03) 43 Table 4.6: Use Case Add new question (UC_04) 46 Table 4.7: Use Case View old question (UC_05) 47 Table 4.8: Use Case Edit account (UC_06) 48 Table 4.9: Use Case Add pages (UC_07) 50 Table 4.10: Use Case view pages (UC_08) 51 Table 4.11: Use Case Manage User question (UC_09) 52 Table 4.12: Use Case Manage User question (UC_10) 54 Table 4.13: Use Case Manage user account (UC_11) 55 Table 4.14: Use Case Edit manager account (UC_12) 57 Table 4.15: Use Case show question (UC_13) 58 Table 4.16: Use Case show question (UC_14) 60 Table 4.17: Use Case View non-replied question (UC_15) 61 Table 4.18: Use Case Edit account (UC_16) 62 Table 5.1: System performance towards the list of requirements of usability 93 vi

9 LIST OF FIGURES Figure 2.1: three-tier architecture of web application 9 Figure 2.2: AutoHelp Architecture 13 Figure 2.3: AutoHelp implementation for EOSDIS 13 Figure 2.4: A typical two-level help-desk 18 Figure 2.5: Architecture of the statistical approach for the first level help desk 19 Figure 2.6: Help desk cost is proportional to the level at which problem is resolved Figure 2.7: Help Desk system for ITU-UUM TC Framework Figure 3.1: Spiral development model by Barry 24 Figure 4.1: Use Case Diagram User View 38 Figure 4.2: Use Case Diagram Manager View 39 Figure 4.3: Use Case Diagram Admin View 40 Figure 4.4: Sequence Diagram for manage user question 65 Figure 4.5: Sequence Diagram manage manager question 66 Figure 4.6: Sequence Diagram show questions (admin side) 67 Figure 4.7: Collaboration diagram for manage user question 69 Figure 4.8: Collaboration diagram for manage manager question 70 Figure 4.9: Collaboration diagram for show questions (admin side) 71 Figure 4.10: Class diagram login 72 Figure 4.11: Class diagram handle pages 73 Figure 4.12: Class diagram manage manager message 73 Figure 5.1: Home Page 75 Figure 5.2: Register New Member 76 Figure 5.3: Home Page for members 77 vii

10 Figure 5.4: Edit My Profile 78 Figure: 5.5 Show Page 79 Figure 5.6: Add New Question 80 Figure 5.7: Show My Questions 81 Figure 5.8: Adding new pages 82 Figure 5.9: Edit or Delete Page 83 Figure 5.10: Add new users 84 Figure 5.11: Delete user Figure 5.12 Edit user Figure 5.13: Edit my account Figure 5.14: Show user question Figure 5.15: Edit or Answer User Question Figure 5.16: Show my question Figure 5.17: Show question from manager Figure 5.18: Reply Manager questions viii

11 CHAPTER ONE INTRODUCTION 1.1 Background Web-based applications are becoming very regular in our daily life, it is hard to go a day without using them (Web, 2009). These applications range from simple to complex ones, where thousands of dollars in revenue are generated. Developing, testing and quality assuring these applications become a challenging job (Abdesselam, 2000). It is important for a business to manage and provide useful details to customers over its web applications. Help desk system is an integral part of many organizations to support products and services. In the complex helpdesk environment, analysts with varying skill levels rely on their expertise as well as systems, tools, and repositories to answer a range of problems that customers or client s phone in (Kemal & Birgit, 2000). Telecenter or TC has been established to support and provide the rural area with the access to the internet applications. The uneven global distribution of access to the 1

12 The contents of the thesis is for internal user only

13 References Abdesselam, R. (2000). Guidelines for Improving the Development of Web-Based Applications. Proceedings of the Fourth International Workshop on Web Site Evolution (WSE 02). IEEE. ACC (1997). Statement on Universal Access to Basic Communication and Information Services. Quoted in ITU: World Telecommunication Development Report, p. 10. Alexandre. R.J. F. (2009). Lecturer notes of Requirements. Retrieved 24 September, 2009 from Anderson, P. (2009). What is Web 2.0? Ideas, technologies and implications for education. JISC Technology& Standards Watch. Retrieved June 3, Andrew M Dearden. (1994). Interacting with a Case Memory.IEEE. Boehm, B. W. (1988). A spiral model of software development and enhancement. Computer Volume 21, Issue 5, May 1988 Page(s): Digital Object Identifier /2.59. IEEE. Boehm, B & Bose, P. (1994). A collaborative spiral software process model based on Theory W. Software Process, 'Applying the Software Process', Proceedings., Third International Conference on the Oct Page(s): Digital Object Identifier /SPCON IEEE. Brian, E., Pamela, S., & Sarah, W. (2007). The Economic Impact of Telemedicine Capability in a Rural Hospital. From (www.ruralhealthworks.org). Chien-Hung Liu, Kung, D.C, Pei Hsia & Chih-Tung Hsu(2000);Structural testing of Web applications Software Reliability Engineering, Page(s):84-96.IEEE 97

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15 ILO (2001). International Labour Organization. World Employment Report. Kemal, A., & Birgit, H. (2000).Knowledge-Based Support in Help-Desk Environments /00/IEEE. Khairul, M. (2009). Interviewed with the Community Center Manager on Sept 5,2009. Knight, A., & Dai, N. (2002). Objects and the Web. IEEE Software. pp IEEE. Kriegsman, M.; Barletta, R(1993) Building a case-based help desk application.ieee Laufer, K. (2005).A hike through post-ejb J2EE Web application architecture. IEEE. Lee.U. December 6, HomeSite 5.Web developer s virtual library. Retrieved 24 October, 2009 from Li Li; Xiaojun Fang & Li Wei. (2008). Enhancing the robustness of Digimarc digital watermarking plug-ins in photoshop. Communication Technology, ICCT th IEEE International Conference on Nov Page(s): Digital Object Identifier /ICCT IEEE. Li Zhang. (2008).Requirement engineering for Web applications. IEEE. Liu Wei & Li Hai. (2007). SAR Processing System Based on Plug-Ins Architecture. The Eighth International Conference on Electronic Measurement and Instruments. IEEE. 99

16 Martin, W. & McKeown, S. (1993). The Potential of Information and Telecommunications Technologies for Rural Development. Information Society, Vol. 9, No. 2, p Morteza, Z., Hamed, R., & Forough, S. (2008). A two-level Automatic Help Desk Based on a New Statistical Approach. The Third International Conference on Internet and Web Applications and Services /08 $25.00, IEEE. Muloz, (2008). Ugabytes Technical Support Center: Telecenters stand to benefit, October 23,2008 at 6:62 am refered Jule 19,2009 from Naoya Ikeda, Yoshitaka Fujiwara and Hideki Yoshida. (2007). Extracting feeling information from voice. SICE annual conference. Rajan, S.P.; Tkachuk, O.; Prasad, M.; Ghosh, I.; Goel, N. & Uehara, T. (2009).WEAVE: WEb Applications Validation Environment. IEEE. Ricca, F.& Tonella, P.(2005);Anomaly detection in Web applications: a review of already conducted case studies Software Maintenance and Reengineering. Page(s): IEEE Roy, T., & Richard, N. (2002). Principled Design of the Modern Web Architecture. ACM Transactions on Internet Technology, Vol. 2, No. 2, Pages Ruffo, G.; Schifanella, R.; Sereno, M. & Politi, R.(2004).WALTy: a user behavior tailored tool for evaluating Web application performance. IEEE. 100

17 Santos, J.M., J.; Martins, J.C.;, Instrumentation remote control through internet with PHP. Virtual Environments, Human-Computer Interfaces and Measurement Systems, VECIMS IEEE Conference, 2008: p Schmandt, J., Frederick, W., Robert, H., & Sharon, S. (1999). Telecommunications and Rural Development: A Study of Business and Public Service Applications. Austin: University of Texas at Austin. Shaizan, H. & Li, F. (2003) Utilizing IGV Approach In Evaluating the Usability of Web Sites, Journal of Information and Communication Technology,2(2), Singh, S.& Slous, R. (1998). Accelerating Adobe Photoshop with reconfigurable logic FPGAs for Custom Computing Machines, Proceedings. IEEE Symposium on April 1998 Page(s): Digital Object Identifier /FPGA IEEE. Sonneck, G. & Mueck, T.(2003).Optimization of Web applications by graph transformations. IEEE. Soraj, H. (2002). Exploring the Philosophical Terrain of the Digital Divide. Taguchi, M.; Suzuki, T. & Tokuda, T. (2003).A visual approach for generating server page type Web applications based on template method. IEEE. Thurman.D.A, Tracy.J.S, and Mitchell.C.M. (1997). Design of an intelligent Web-based help desk system.ieee. UN. (1997).UN ACC Statement on Universal Access to Basic Communication and Information Services. Quoted in ITU: World Telecommunication Development Report, p

18 Viravan, C. (1997). Lessons learned from applying the spiral model in the software requirements analysis phase. Requirements Engineering, 1997., Proceedings of the Third IEEE International Symposium on 6-10 Jan Page(s):40 Wei Huang; Ru Li; Maple, C.; Hongji Yang; Foskett, D.& Cleaver, V.(2008).Web Application Development Lifecycle for Small Medium-Sized Enterprises (SMEs) (Short Paper). IEEE. Wolff, J.G. (1989). The management of risk in system development: Project SP and the New Spiral Model. Software Engineering Journal Volume 4, Issue 3, Page(s): IEEE. World Bank Development Report (1999). Knowledge for Development. The World Bank, Washington DC. Yamamichi. N, Ozeki. T, Yokochi. K & Tanaka. T. (1996). The evaluation of new software developing process based on a spiral modeling. Global Telecommunications Conference, GLOBECOM '96. 'Communications: The Key to Global Prosperity Volume 3, Nov Page(s): vol.3. Digital Object Identifier /GLOCOM Yan;, J.W.Y.Z.S.X.Y., A Web-based Examination System Based on PHP+MySQL. Engineering in Medicine and Biology Society, IEEE-EMBS th Annual International Conference, 2005 p Zhang Hui; Zhang Zhen& Zhu Junwu.(2008). SI4WAC: A Semantic-Based Infrastructure for Web Application Cooperation. IEEE. 102

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