PREFACE

When we talk about the present century, computers have become an important part of the dayto-day life of the common people. Several electronic devices have been invented but it can be
said that computer has made the greatest impact on mankind than any other electronic devices.
Computers are used in fields such as educational institutions, office administration, factory
automation, medicine and sports. They find great applications in the fields for fine arts, politics,
military, government, engineering, Science and research, designing buildings and machines etc.
At present Computers and their applications significantly affect almost every aspect of Modern
Institutions, Government Offices and in Business. Therefore, designing and developing effective
database manipulating systems in business and in other firms, is becoming increasingly
important. One of such areas requiring the development of a fully-featured system is to develop
an intranet based online help desk for educational institutions which is accessible throughout the
campus.
Here is the project report on the development of Online Help Desk web site. In the project
report you will come across the modules that are created in the project like
login,student,faculty,staff,complaints,information updates and report generations.The
report consists of the data flow diagram that depicts the functional model of our project
highlighting the functional relationship of the values computed by the system including input
values,output values and internal data stores.It also has an ERdiagram that very well explains
our project with a detailed description about various entities involved in our project and the
description of each phase involved in development cycle ,thereby making it easy to understand.

ACKNOWLEDGEMENT
With full devotion and sincerety to GOD for his kind blessings,This is to extend our gratitude to
everyone who provided us a strong support for the successful development of our MCA 4 th sem
project.
Firstly, my heartful thanks to my project guide MR. DEEPAK SINGH for his continuous
guidance and constant support which helped us the most in developing this project.
My sincere thanks to Mr. VIM DIVVEDI for being our source of encouragement throughout
the development of the project.
Lastly, very special thanks to all our fellow beings for their valuable ideas and criticisms that
helped us a lot in enriching our project further.

ALL ARE GREATLY ACKNOWLEDGED.

ABSTRACT
The aim of this project is to develop an intranet based online help desk for educational
institutions which is accessible throughout the campus to facilitate the various on-campus users
in providing information and requesting for the various services and facilities offered by a
particular institution including syllabus updates, results, attendance status, timetable updates,
exam schedules etc..
The proposed system will enable the users to make requests for the services available, by using
their login ID and PASSWORD provided by the administrator and these requests will be sent to
the concerned people to resolve them on time.
The system will also include report generators to generate periodic reports and email notification
feature to keep updating the users about the status of his/her request.

PROBLEM DEFINITION:
Presently, the college does not provide any Online Help Desk facility to students, faculty and
other campus users to enquire about various college facilities or to register his/her complaints.
Thus the current manual management system often imposes several difficulties as follows:Lack of a responsive system for the students to inquire about about various facilities
provided in the college; events and other details.
Lack of an integrated system where all the required information, facilities, services
offered is put at one place.
Current system lacks time management and requires lot of human effort.
Currently, the students face the problem of communication gap in regards to the
information they require from the administrative cell. E.g. Information regarding a formal
procedure to apply for the various issues-like scholarships, documents retrieval, any
genre of authority approval.

OBJECTIVES AND GOALS OF THE PROPOSED SYSTEM:

The online help desk is to be designed specifically to address the problems mentioned regarding
the current system. Keeping the problem of the current system in mind,
The proposed system is designed to build an intranet based integrated system to automate the
current manual system with the functionalities to provide online help and support to
various on-campus users thereby automating the manual system of logging the problems
via a web based system.
The major goal of the proposed system is to process the queries of various nave users and
provide timely information thereby making it easy and feasible for the nave users to get a
solution to their problems.
The proposed system will enable the users to request for the various available services
provided by the college.
The system will bridge the communication gap between students and administrative cell.

FEATURES OF ONLINE HELP DESK

An integrated system for easy access to the required information.

Quick and consistent response through email notifications.
Time saving by providing an online platform in place of current manual system.
Query processing.

Login facility for different kinds of users.

Maintaining up to date information.

Feedback facility

Query status check facility.

Report generation facility.

FUNCTIONAL COMPONENTS OF THE HELP DESK:

Following is a list of functionalities of the system. More functionality that we find appropriate
can be added to this list.
There are registered people in the system (students, faculty, assignee and others).
There are four kinds of users for this system:
1.those who use the system to create a request (students)
2.those who look at the created requests and assign them to the concerned people (assignee)
3.those who work on the assigned requests and update the status of the same on the system
(faculty and staff members).
4.those who make necessary updates regarding various vital information.(faculty).
At the top, there is an 'Administrator' for doing the Admin-level functions such as creating user
accounts, adding new facilities to the system, adding new details etc. Administrator has the
privilege of updating, modifying and deleting any record from the database.
1. A person should be able to
login to the system through the first page of the application.
change the password after logging into the system.
view the status of the complaints registered by him/her (the status could be one of
registered/assigned/ in progress/pending/completed/rejected).
view the list of requests (both open and closed) created by him/her over the past.
register a new complaint by specifying the complaint type, the severity of the
request (there may be several levels of severity defined) and a brief description of
the request.
close a request created by him/her by giving an appropriate reason.
see the requests that are assigned to him/her by the facility-heads and update the
status of requests (after working on them).
view the incoming requests (if he/she is a facility-head) and assign them to
registered users of the system.
get help about the OHD system on how to use the different features of the system.
2. As soon as a request is created, an automatic email should be sent to the person who created
the request and the concerned facility-head. The mail should contain the request details.
3. Similarly, when any status-change occurs for a request (such as the request getting completed
etc), an automatic email should be sent to the person who created the request and the concerned
facility-head.

SYSTEM SPECIFICATION

Hardware requirements

Number

Description

Alternatives (If available)

PC with 2 GB hard-disk

Not-Applicable

and 256 MB RAM

Software requirements

Number

Description

Tools used

Operating System

Windows 95/98/XP/vista/07

Front End

ASP.NET

Language used

C sharp(C #)

Back End

MS-SQL server 2005

FRONT END AND BACK END

FRONT END:
The application has a front end that acts as an interface to the users of the application. The front
end is to be developed using .NET Framework (ASP.NET) which possess following features:

.Net Framework is a platform or development environment to seamlessly create webapplications that are accessible through client machines from across the globe.

.Net Framework is platform independent and language independent

.Net Framework enables you to use various off-the-shelf libraries that help the
development of applications faster, easier, and cheaper
.Net Framework supports so many programming languages because of the concept of
Common Language Runtime (CLR) engine. The CLR engine, instead of compiling the
code into native code, compiles the code into Microsoft Intermediate Language (MSIL).
The MSIL, a set of instructions, then translates the code into native code.
The .Net Framework provides a number of advantages such as fewer lines of code,
complete compilation, ease of deployment, web settings and web.config, and caching

.Net Framework includes Web controls, Web forms, and server-side blocks of code are
compiled when a page is requested for compilation.

Language used:
Language that we used for coding web pages is C sharp which is a multi-paradigm
programming language encompassing imperative, functional, generic, object-oriented (classbased), and component-oriented programming disciplines.
C# is one of the programming languages designed for the Common Language
Infrastructure.
C# language is intended to be a simple, modern, general-purpose, object-oriented
programming language.
The language, and implementations thereof, should provide support for software
engineering principles such as strong type checking, array bounds checking, detection of

attempts to use uninitialized variables, and automatic garbage collection. Software

robustness, durability, and programmer productivity are important.
C# is intended to be suitable for writing applications for both hosted and embedded
systems, ranging from the very large that use sophisticated operating systems, down to
the very small having dedicated functions.

BACK END:
The RDBMS used for designing the database for the project is SQL SERVER 2005.
SQL Server 2005 includes SQL Server Management Studio, a new integrated suite of
management tools with the functionality to develop, deploy, and troubleshoot SQL Server
databases, as well as enhancements to previous functionality.
SQL Server supports different data types, including primary types such as Integer, Float,
Decimal, Char (including character strings), Varchar (variable length character strings), binary
(for unstructured blobs of data), Text (for textual data) among others.
With SQL Server 2005 developers can create database objects using familiar languages such as
Microsoft Visual C# .NET and Microsoft Visual Basic .NET. Developers can also create two
new objectsuser-defined types and aggregates.
The security model in SQL Server 2005 separate users from objects, provides fine-grain access,
and enables greater control of data access.
Additionally, all system tables are implemented as views, providing more control over database
system objects.
Report Builder is a component of SQL Server 2005 Reporting Services that enables business
users to create and deploy reports with a user-friendly enterprise data model.

SYSTEM DEVELOPMENT LIFE CYCLE

System Development Life Cycle (SDLC) is a conceptual model used in project
management that describes the stages involved in an information system development project,
from an initial feasibility study through maintenance of the completed application. System
Development Life Cycle (SDLC) means the cycle through which the candidate system goes
during it's development phase. To understand the system development, we need to recognize
that a candidate system has a life cycle, just like a living system or a new product. System
analysis and design are keyed to the system life cycle. The analyst must progress from one
stage to the other methodically, answering the key questions and achieving results in each
stage. Until software system is implemented and delivered to a customer and even after that the
system undergoes gradual development and evolution i.e. it is said to have a life cycle
composed of several stages and that life cycle is called system development life cycle and it
consists of a set of activities that the analysts, designers and users carry to develop an system.
Below is the detailed description of each stage of SDLC that is carried out in this project.

SYSTEM ANALYSIS

The main purpose of conducting system analysis is to study the various processes and to find out
its requirements.
System analysis has been conducted with the following objectives in mind:
1) Identify the user' need mainly the students' requirement.
2) Evaluate the system concept for feasibility.
3) Allocate functions to software, people, database, and other system elements.
4) Establish schedule constraints.
5) Create a system definition that forms the foundation for further stages of development.
System Analysis includes requirement analysis. All the necessary details required in the
analysis of our project are collected from the students, faculty and the staff members who are
going to use the software. The features that should be present in the software as felt from a
student's point of view are analysed .The requirement analysis played an important role in
identifying what the college wants from the proposed system. All the analysis was done in
accordance to the user's requirements so that the proper designing could be done and the
requirements can be fulfilled.
This is the phase during which the problem is identified, alternate system solutions are studied,
and recommendations are made about the proposed system.
Requirement
By studying the prevalent system in the department, the requirement for the Online Help Desk to
be implemented in the college has become crystal clear. The main requirement is to create a
database that should be manageable. Next important requirement is the generation of relevant
information from the database or specialized reports for the management. Another constraint was
that there is need of a platform through which Students can easily register their complaints
regarding different issues of the college and get updated periodically . Separate and independent
modules for maintaining student details, faculty details, staff details ,course details, etc. is to be
created. Feedback module is equally required to collect users' responses and comments
regarding the performance of this website.