IT HelpDesk Request Management System

Title High Level Solution Design -

Versione 0.1

SUBMIT DATE 29/09/2010

STATUS Draft

Prepared BY Venkat Ramavath

Reviewer 1

Reviewer 2

Reviewer 3

INDEX
1. INTRODUCTION......................................................................................................................3
1.1 PURPOSE OF DOCUMENT.........................................................................................................3
1.2 REVISION HISTORY..................................................................................................................3
2. APPLICATION ARCHITECTURE...........................................................................................4
2.1 TECHNOLOGY OVERVIEW.........................................................................................................4
2.2 SYSTEM OVERVIEW..........................................................................................................4
2.3 HIGH-LEVEL VIEW....................................................................................................................5
2.4 COMPONENTS DESCRIPTION.....................................................................................................6
2.4.1 Custom Components......................................................................................................6
2.5 APPLICATION LAYER.................................................................................................................7
2.5.1 Presentation Layer..........................................................................................................7
2.5.2 Integration.......................................................................................................................7
3. DESIGN DIGRAM....................................................................................................................8
3.1 USE CASE DIAGRAMS............................................................................................................. 8
4. TECHNICAL DESIGN..............................................................................................................8
4.1.1 Lists.................................................................................................................................8
4.1.2 Pages............................................................................................................................10
4.1.3 Features........................................................................................................................10
4.1.4 WebParts......................................................................................................................11
4.1.5 Workflows.....................................................................................................................11

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4.2 UTILITIES...............................................................................................................................11
4.2.1.1 Email Manager Utility.............................................................................................11
4.2.1.2 Error Logging Utility................................................................................................11

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1. INTRODUCTION

1.1 PURPOSE OF DOCUMENT

This document describe high level solution design for “HelpDesk Request Management System” Tool, Which gives the
detail description.
This also identified main systems/components involved in external flow applications.

1.2 REVISION HISTORY

VERSION DATE RELEASE EDITORS REASON FOR CHANGE

# ISSUED STATUS
28/10/201
0.1 draft venkat
0

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2. APPLICATION ARCHITECTURE

2.1 TECHNOLOGY OVERVIEW

Helpdesk management tool developing based on Microsoft Office SharePoint Server 2007.

2.2 SYSTEM OVERVIEW

The application begins with a helpdesk request, made by any authenticated user.
The Helpdesk Tool mainly consists of 3 types of Users.
1. Requestors or Employees – who raises the request for Issue Solving
2. Approver (or Helpdesk manager) - the user who understands the Issue and assigns it to the Technician by
providing Comment.-
3. Technician- Resolves the Issues and provides the Comment.

 Using a SharePoint list form, the user completes a basic description of the problem, selects a problem category
and Subcategory.
 Once request submitted, the Helpdesk Manager receives an email notification about the issue, with a link to the
details about the request.
 The Helpdesk Manager reviews the request, makes changes if necessary and assigns the request to the
Technician.

 When the manager makes the assignment, the technician receives an automated email with a link to the
request item.
 To keep the original updated on issue progress, whenever the technician changes the request, the user gets an
automated email notification whenever the ticket item gets changed.
 In all the Scenarios Due date can be taken from the SLA Duration as per the priority.
 If the Technican not resolving the issue in Due Date, the request can be Reopened and available in Open
Requests”(Que).

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 Pic1.1 : New Request Form

Once the Request created, the HD Manager will notify through mail.

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 2.3 HIGH-LEVEL VIEW

Following picture shows different internal components and their integration into external systems and/or extrernal actors.

The below workflow diagram shows complete steps involved in helpdesk Request management.

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pic: 1.2 Helpdesk main workflow

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 2.4 COMPONENTS DESCRIPTION

2.4.1 CUSTOM COMPONENTS

Helpdesk Request Management System using custom the components like custome workflow and custom Task Edit
forms to achive the functionality of the portal.
Followings are custom components :
1. Custom List:
List are playing and an important role to maintaining all the information required for the portal. For e.g. User
Detail, Request Detail and Request History.

2. Custom Content Type

All the required coloums are custom coloum and and can be reused in this tool.

3. Custom Workflow
This portal mainly depends on the workflow. A workflow is intiated and with in the workflow different activities took
place. For e.g approval activity, rejection activity etc.

4. Custom Forms
To comple the above activities custom forms as well as out-of-box forms are used. These forms plays an
important role. These forms takes all the required information from user and perform the activity.

5. Custom Feature Reciver

This helps the administrator to manage all the Requests from the Tool.

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 2.5 APPLICATION LAYER

Application layer is totaly basis on the custom .net application and sharepoint. In the application layer user intiated the a
request for Issue Resolving and the request goes to supervisor to accept , decline or resubmit the request. If the
supervisor approves or declines the request activity completed .

2.5.1 PRESENTATION LAYER

Presentation Components are divided into two areas:

 Custom Web Part:
These components provide data presentation usually managed custom code in Visual Studio Application.
Web parts will manage their own interface with lists.
 Custom Web Page
These components are customization/configuration of Visual Studio 2008 components.
Pages expose ad hoc functionality and interface with Adaptation Layer and Integration of data management.

2.5.2 INTEGRATION

These components manage complex functionality combining workflow and Task Edit Forms or basic functionality,
available in combined mode with other internal components like list.

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3. DESIGN DIGRAM

3.1 USE CASE DIAGRAMS

Description:

Pic: 1.3 UML Diagram for HDMS

4. TECHNICAL DESIGN

These technical design portray clear and detail description of technical aspects of all the technologies and there details.
This application is design in the SharePoint server 2007 only to do the customization Visual studio 2008. All the major
functionality created in SharePoint like Lists, Application pages etc. To meet the business requirement all components
developed in Visual studio and deploying in SharePoint Portal.

4.1.1 LISTS

Lists are the back bone of this application all the information required for this application is stored in list. Different lists are
there to store information in respective lists.

List : New Requests

S.No Column Name

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 1. Employee Name
2. Employee No
3. Request No :
4. Issue category (Refer Issue categories List from below)
5. Issue SubCategory (Refer Issue Sub categories List from below)
6. Priority: Auto updated based on the Issue subcategory
7. StartDate
8. EndDate
9. Description
10. ITManager Comment
11. Technician Comment
12. Request Status

List : Priorities

S.No Column Name SLA Duration

1. Low 5 Working days
2. Medium 3 Working days
3. High 1 day

List: Issue Categories:

S.No Column Name

1. Software
2. Hardware
3. Security
4. Email
5. Internet
6. ISO
7. Stand by Laptop
8. Blackberry
9. Test-Lab

List : Issue SubCategories

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All the Categories associated with SubCategories.For example Software consists of following Subcategories.

Software Description Priority

  Software Access 2

  Software Issue 2

  Software Request 1

4.1.2 PAGES

1. Help Desk Request Form.

2. Request Successful Form
3. All Pending Requests Fom(Only for Helpdesk managers)
4. Assigned Requests Form(Available Only for Technicians)
5. History with Export To Excel (Only for Helpdesk managers)

4.1.3 FEATURES

All Custom components such as WebParts,Application Pages and Site pages can included in Features in order to
provide Solution Package.

4.1.4 WEBPARTS

The Custom WebParts included in this solution are

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 6. Help Desk Request .
7. Request Successful
8. All Pending Requests (Only for Helpdesk managers)
9. Assigned Requests(Available Only for Technicians)
10. History with Export To Excel (Only for Helpdesk managers)

4.1.5 WORKFLOWS

Workflow is used to raised the request and to different activities like submitting the request, sending the email intimation
to supervisor for approval, receiving email intimation or request .

4.2 UTLITIES

4.2.1.1 EMAIL MANAGER UTILITY

Email manager sends notification to the users through email about new Requests added, Assigned and Task Resolved or
Reopened.
Email manager utility can be developed using Visual studio.net with the help of SharePoint. Utilities.

4.2.1.2 ERROR LOGGING UTILITY

Whenever the Errors or Exceptions occurs in Helpdesk management tool, all the exceptions can be logged in Application
events.

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