Web-Base Help Desk System For Telecenter

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

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.

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 06010 UUM Sintok Kedah Darul Aman Malaysia i

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

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 1 1.2 Problem statement 2 1.3 Research questions 4 1.4 Research objectives 4 1.5 Scope of the study 5 1.6 Significance of the study 6 1.7 Summary 6 CHAPTER TWO LITERATURE REVIEW 2.1 Web application 2.1.1 The architecture of web-application 2.2 Help desk 2.2.1 Introduction to help desk 7 8 10 10 iii

2.2.2 The drawbacks of help desk 12 2.3 Kg Tradisi Lembah Keriang Telecenter (TC) 2.4 Help desk in Telecentre 14 15 2.5 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 24 25 26 27 29 3.6 Summary 30 CHAPTER FOUR SYSTEM ANALYSIS AND DESIGN 4.1 Introduction 4.2 List of Requirement 31 31 4.1.1 Functional Requirement 32 4.1.2 Non Functional Requirement 32 4.3 Use Case Diagram 4.4 Use case specification 4.5 Sequence Diagram 37 40 64 4.5.1 Manage user question 65 4.5.2 Manage manager Question 66 iv

4.5.3 Show Questions 67 4.6 Collaboration Diagram 4.7 Class diagram 68 72 CHAPTER FIVE DISCUSSION OF RESULT 5.1 Functionalities Design for the System 74 5.1.1 Functionalities for visitors 75 5.1.2 Functionalities for members 5.1.3 Functionalities for manager 5.1.4 Functionalities for administrator 77 82 90 5.2 System performance 92 CHAPTER SIX CONCLUSIONS 6.1 Findings 94 6.2 Research Limitation 95 6.3 Recommended Works 96 6.4 Summary 96 References 97 Appendix 103 v

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

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 20 22 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

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 85 86 87 88 89 90 91 91 viii

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

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