Acknowledgement
First of all, I owe my deepest gratitude to my database and web database systems
lecturer Mr.Thangavel Saravanan, whose encouragement, guidance and support from
the beginning to the final stages enabled me to develop an understating of the database
systems and web programming.
Finally I thank you for all who supported during the completion of the project.
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Table of contents
Assumptions......................................................................................................................3
ER Diagram.......................................................................................................................4
Database functions............................................................................................................7
Rules...............................................................................................................................7
User defined data types.................................................................................................7
Stored Procedures.........................................................................................................8
Triggers........................................................................................................................11
Views............................................................................................................................12
Screen Design.................................................................................................................13
DDL Statements..............................................................................................................21
References.......................................................................................................................27
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Assumptions
Every problem type is assigned with one or more than specialist.
Equipment has only one manufacturer.
Specialist does not need any caller’s information to solve the problem only problem
details and equipment details are required. (Caller information is encapsulated from
the specialist).
Every equipment is belongs to an equipment type and that equipment type has a
specified problem category.
Caller’s problem logging time and server time are synchronized.
One problem belongs to only one problem type and there can be more than one
solution for that problem type
3
ER Diagram
4
Normalization
Un Normalized form
Problem
(ProblemID,CalllogID,Date,Time,CallerID,DepID,ProblemCatogory,ProblemType,Assign
ed_Specalist_ID,Comments,Solution Description )
Calllog(Call_ID,Caller_ID,Name,Department,Problem_ID,Operator_ID,Date,Time,Probl
em_count)
Equipment(Equipment_ID, Name, Type, Manufacturer)
First Normalized form
Problem
(ProblemID,CalllogID,Date,Time,CallerID,DepID,Problem_Catogory,Problem_Type,Assi
gned_Specalist_ID,Comments,Solution Description )
Department(Department_ID,Name,Number_of_emp)
Equipment(Equipment_ID, Name, Type, Manufacturer, Equipment_Type_ID)
Equiment_Type(Equipment_Type_ID,Desc)
Manufacturer(Manifactuer_ID,Name)
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Calllog(Call_ID,Caller_ID,Name,
DepartmentID,Problem_ID,Operator_ID,Date,Time,Problem_count)
Solution(Solution_ID, Solution_Desc, Specalist_ID)
Problem_Catogory(Catolory_ID,Desc,Equipement_Type)
Problem_Type(Problem_Type,Desc, Catolory_ID)
Second and third normalization form
Problem (ProblemID,CalllogID, , ,CallerID,
,Problem_Catogory,Problem_Type,Assigned_Specalist_ID,Comments,)
Department(Department_ID,Name,Number_of_emp)
Equipment(Equipment_ID, Name, Type, , Equipment_Type_ID)
Equiment_Type(Equipment_Type_ID,Desc)
Manufacturer(Manifactuer_ID,Name)
Calllog(Call_ID,Caller_ID,Name,DepartmentID,Problem_ID,Operator_ID,Date,Time,Pro
blem_count)
Caller(Caller_ID,Name,DepartmentID)
Solution(Solution_ID, Solution_Desc, Specalist_ID)
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Problem_Catogory(Catolory_ID,Desc,Equipement_Type)
Problem_Type(Problem_Type,Desc, Catolory_ID)
Database functions
Rules
SQL rules are created to restrict the user input values to selected columns for example
the operator ID should start with ‘OP’ if not data cannot be inserted. The following table
shows the rules which are used in this database.
Name Purpose Definition
Admin_id Restrict Administration ID CREATE rule
AS
should start with ‘ADMIN’
@value LIKE 'ADMIN%[0-
9]'
Op_idule Restrict operator ID CREATE RULE [dbo].
[op_idrule]
should start with ‘OP
AS
@value LIKE 'OP%[0-9]'
Specialist_idrule Restrict specialist ID CREATE RULE [dbo].
[specalist_idrule]
should start with ‘SP’
AS
@value LIKE 'SP%[0-9]'
Table 1 – SQL Rules
User defined data types
Name Purpose
Adminstrator’s ID always starts with
AdministratorID
ADMIN and increment the numeric value
Operator ID always start with OP and
OperatorID
increment the numeric value
SpecialistID Specialist ID always start with SP and
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increment the numeric value
Table 2 – SQL user defined data types
Stored Procedures
Parameters
Name Purpose
IN OUT
Assign_Specialist Assign a Problem ID Assigned
specific specialist
specialist to a ID
problem
fowardProblem Forward the Problem ID Newly
problem to a assigned
another specialist
specialist ID
getCalllogBYID Get the calllog Calllog ID CallLog
by calllog ID
getDep Get all
available
departments
getDeparmentByEquipmentId Get the all DepartmentID Equipment
equipment details
which belongs
to a
department
getDepartmentByUserID Get Caller ID Department
department Details
information by
CalllerID
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geteqibyID Get equipment Equipment ID Equipment
information by details
ID
getEqu Get all
equipment
details
getEquipmentDetailsByProblemI Get the Problem ID Equipment
D equipment details
details which
belongs to a
problem
getEquipmentTypes Get all the Get all the
equipment equipment types
types
getinfoByProblemID Get the Problem ID Problem
problem Details
information by
Problem ID
getLogin Login for Username,passwor boolean
operator d
getLoginAdmin Login for Username,passwor boolean
administrator d
getLoginsp Login for Username,passwor boolean
specialist d
getManifacturer Get all
Manufacturers
getProblemByEquipmentID Get problem Equipment ID
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details which
belongs to a
equipment
getSpecalistByID Get specialist Specialist ID
details by
specialist ID
newCaller Create a new Caller details
caller
newCalllog Create a new Calllog details
call log
NewEquipment Create new Equipment details
equipment
newsolution Create a new ProblemID ,Solution
solution for a details
problem
setReputation Update the Specialist ID New
reputation of reputation
the specialist
timelineByCaller Get the caller Caller ID
history
Table 3 – Stored procedures
10
Triggers
Name Table Action Description
updateeqtype Equipment INSERT,UPDATE,DELETE When equipment
is inserted or
updated the
Equipment type
table’s Quantity
will be updated.
Update_problems_in_calllog Problem INSERT Update the
problem count in
call log when a
new problem is
created.
Numberofcallers Department INSERT,UPDATE,DELETE Update the
number of
employees in the
department
Table 4– Triggers
11
Views
Name Purpose Tables
To access caller
Calllog_Problem information and problem Problem, Calllog
information in one query
Encapsulate the caller
View_Specalist_Problem information from the Problem, Specialist
specialist
Specialist and his Specialization , Specialist
Specalization_sp_pc
specialization details and problem category
To view the problem type
Problem Type_Solution Problem Type, Solution
and the solution
Table 5– Views
12
Screen Design
Login Screen
Figure 1 - Login Screen
13
Operator Main Screen
Figure 2 - Operator Main menu
14
New Troubleshooting
Figure 3 - New troubleshooting
15
Common Solutions
Figure 4 - Common solutions
16
Troubleshooting Status
Figure 5 - Troubleshooting status
17
Assigned specialist
Figure 6 - Assigned Specialist details
18
Specialist problem view
Figure 7 - Problems assigned to specialist
19
New Solution
Figure 8 - New Solution
20
DDL Statements
Stored procedures
Stored
ALTER proc [dbo].[Assign_Specialist] @prob_cat_id varchar(10),@Calllog_ID
int ,@Equipment_ID int ,@Problem_Catogory_ID
varchar(10),@Problem_Type_ID varchar(10),@Comments text
AS
Procedure –
ALTER proc [dbo].[fowardProblem] @prob_id varchar(10)
AS
declare @prob_type int
declare @sp_id varchar(10)
declare @sp_name varchar(50)
Forward Problem
SELECT @prob_type=Problem_Type_ID FROM Problem WHERE
Problem_ID=@prob_id
SELECT @sp_id=Specialist_ID FROM Specialization WHERE
Problem_Catogory_ID=@prob_type ORDER BY NEWID()
SELECT @sp_name=Name From Specialist WHERE Specialist_ID=@sp_id
UPDATE Problem SET Assigned_Specalist_ID=@sp_id WHERE
ALTER PROC [dbo].[getLogin] @username varchar(50),@password
Login
varchar(50)
AS
ALTER proc [dbo].[newCalllog] @callerid varchar(10),@problemid
varchar(10),@operatorid varchar(10), @date varchar(10), @stime varchar(10)
AS
New call log
INSERT INTO calllog values
(@callerid,@problemid,@operatorid,@date,@stime,0)
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ALTER proc [dbo].[newsolution] @solution varchar(50),@problem_id
int,@specalist varchar(10)
AS
declare @prob_type_id varchar(10)
New solution
SELECT @prob_type_id=Problem_Type_ID from problem WHERE
problem_id=@problem_id
INSERT INTO Solution values (@solution,@prob_type_id,@specalist)
declare @solution_id int
SELECT top 1 @solution_id=Solution_ID FROM solution ORDER BY
Solution_ID DESC
PRINT @solution_id
UPDATE problem set solution_ID=@solution_id,status=1 WHERE
Set
ALTER proc [dbo].[setReputation] @sp_id varchar(50) ,@level int
AS
reputation
declare @currentrep int
ment byby getEquip
ALTER proc [dbo].[getDeparmentByEquipmentId] @eqid int
AS
SELECT * FROM
ALTER procDepartment WHERE depID=(SELECT
[dbo].[getinfoByProblemID] depID
@problem_id int FROM
as
Gerinfo
declare @caller_id varchar(10)
EquipmentIdCaller getDeparmentBy
ALTER proc [dbo].[getDeparmentByEquipmentId] @eqid int
AS
problemID
SELECT * FROM Department WHERE depID=(SELECT depID FROM
Equipment WHERE EquipmentId=@eqid)
ALTER proc [dbo].[timelineByCaller] @callerid varchar(10),@startdate
varchar(12),@enddate varchar(12)
as
timeline
Table 5– DDL for stored procedures
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23
Triggers
ALTER TRIGGER [dbo].[updateeqtype] ON [dbo].[Equipment]
FOR INSERT,UPDATE,DELETE
AS
Update Eq type
declare @eqtype_id varchar(10)
declare @cnt int
SELECT @eqtype_id=CatogoryID FROM inserted
SELECT @cnt=count(*) FROM Equipment WHERE CatogoryID=@eqtype_id
ALTER TRIGGER [dbo].[update_problems_in_calllog] ON [dbo].[Problem]
FOR INSERT,UPDATE,DELETE
AS
Update No.Probems
declare @calllog_id varchar(10)
declare @cnt int
SELECT @calllog_id=Calllog_ID FROM inserted
SELECT @cnt=count(*) FROM Problem WHERE Calllog_ID=@calllog_id
Update calllog SET Problem_count=@cnt WHERE Call_ID=@calllog_id
ALTER TRIGGER [dbo].[updatenumcallers] ON [dbo].[Caller]
Number of callers
FOR INSERT,UPDATE,DELETE
AS
declare @caller_id varchar(10)
declare @cnt int
SELECT @caller_id=DepIDTable
FROM inserted
5– DDL for triggers
References
JQuery(2010).The jQuery Project [Online].Available from:http://jquery.com/ [Accessed 9 July
2010].
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