Professional Documents
Culture Documents
A PROJECT REPORT
Of
Master of Science
in
Information Technology
by
THANUJA M
(15MIN0864)
1
Table of Contents
2
LIST OF SYMBOLS & ABBREVIATIONS
3
PLAN OF WORK
Serial Tasks / Subtasks to be Expected Week Specific Deliverable in
done
Number of Completion terms of the project
4
document considering
the business
requirement and
expectations.
Chapter 1. Introduction.
This chapter explains the challenges faced in current scenario.
Also it describes the need, benefits, Solution over the challenges of current
scenario using ticket creation automation.
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Chapter 2. Technical Specification.
This chapter discusses the technical specification required for the application.
Chapter
1
1. Introduction
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What is eHelpline?
What is Automation of ticket migration between two ITSM tools?
Need for Automation
Benefits of Automation
Workflow
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1.2 What is Ticket Automation?
o The prime aim of this project is to automate the manual activities that take
place during ticketing tool migration.
o This automation will radically reduce huge time and effort of a Service
desk engineer, as this works as a background service as a service desk
engineer he would be asked to extract a excel report from the old system
and upload it as an input to windows service.
o A report that will show the number of files uploaded by agent and the
status of each of them.
o For records that fails due to incorrect data, email notifications will have
enabled for respective Service desk agent
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• Automate the activities of an Administrator.
• Analytics and business improvements with the help of old data fetched
from customer ticketing tool.
• Make eHelpline Plug n Play.
• For records that fails due to incorrect data, email notifications will have
enabled for respective Service desk agent
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Start
Validate the
data in the excel
template if data
is right
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Fig 1.2 Architecture of Ticket Automation:
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Fig 1.3 Login screen of eHelpline:
Incident Management:
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RequestFulfillment:
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Chapter
2
2. Technical Specifications
Purpose
System Requirements
• Hardware Requirements
• Software Requirements
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2.2 System Requirements
System Configuration
Development Intel I5 Processer 2.6 GHz with 4 GB of
System RAM
Test System Intel Xeon Processor 2.2 GHz with 8 GB of
RAM
Software Purpose
ASP.Net ,HTML For developing the front end
For running the application in
.Net Framework 4.0
client machines
SQL 2008 R2 For developing the tables
JavaScript, XML Validation
IIS Webserver for running the
application
Windows 2008 For Installing the application
C# Language used for Coding
Service now The Client End tool
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Chapter
3
3. Database Design & Specifications
Object Details
Object & its Data types
Object Relation Structures
Excel_TicketData
Excel_Filedetails
Excel_FileDetails
Column_name Datatype Description
ID int PK field unique for new each entity. Null is not
accepted
filename varchar Uploaded filename
FileSize int Uplaoded file size
FileUploadDateTime datetime file uploaded time
CompanyId int company id of the staff who uplaoded filr
IsProcessed bit flag to indicate that the record is processed
staffid int Id of the staff who uploaded the file
Message varchar error message if inccured
isSuccess bit flag to indicate the scussess\failure during ticket
creation
mailsent bit Flag to incdicate whaether mail was sent
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Excel_successfailure_view
Excel_successfailure_view
Column_name Datatype Description
successcount int count of tickets created successfully
failurecount int count of tickets that was not created
filename nvarchar Uploaded filename
Uploadedfileid int Uploaded Id
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Chapter
4
2. Future Goals
In the past 8 weeks, various kinds of activities have been carried out. They are:
Going forward,
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Integrate the application
System Testing
Way Ahead:
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BIBLIOGRAPHY
Referred Links:
1. http://www.microsoft.com
2. http://www.asp.net
3. http://www.sqlservercentral.com
4. http://dotnetspider.com
5. http://www.w3schools.com
6. http://www.codeproject.com
7. http://stackoverflow.com
Referred Books:
1. DBMS
i. By Ramakrishnan
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