Samar State University Trouble Ticket System

____________________

An Undergraduate Thesis
Presented to
The Faculty of the College of Arts and Sciences
Samar State University
Catbalogan City
_____________________

In Partial Fulfillment
of the Requirements for the Degree of
Bachelor of Science in Information Technology

_____________________

MA. VIRGINIA L. BASAL

AILYN G. CABRIANA
ROSANNA B. DELOS SANTOS
MA. RENALYN P. LANZAROTE
JHOE BRAVE L. MAGA
MARCIAL L. PACAL

March 2014

APPROVAL SHEET
In partial fulfillment of the requirement for the degree
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY (BSIT),

this undergraduate thesis entitled SAMAR STATE UNIVERSITY

TROUBLE TICKET SYSTEM was prepared and submitted by
MA.VIRGINIA L. BASAL, AILYN G. CABRIANA, ROSANNA B.
DELOS SANTOS, MA.RENALYN P. LANZAROTE, JHOE BRAVE L.
MAGA and MARCIAL L. PACAL who are recommended for final
defense.
SWEET MERCY F. PACOLOR
Adviser
________________________________________________________________________
Approved by the Committee on Final Defense on February 20,
2014 with a rating of P A S S E D.
FLORABELLE B. PATOSA, Ph.D.
Chairman
ZALDY A. JABIAR
Member

MARYJES G. CALADES, MAT CS

Member

RITCHELL B. NACIONAL
Member

EMMA Q. TENEDERO
Member

GIBSON J. GAYDA
Member

NATHALIE ANN C. ALAGA

Member

Accepted and approved in partial fulfillment of the

requirements for the degree, BACHELOR OF SCIENCE IN
INFORMATION TECHNOLOGY.
February 20, 2014
PATOSA, Ph.D.
Date of Final Defense
and Sciences

FLORABELLE B.
Dean, College of Arts

ACKNOWLEDGEMENT

The researchers could not be completed this piece of

work without the divine guidance and loving heart of the
Almighty Father, the source of their profound gratitude to the
giver of life, love and knowledge.
The researchers also want to acknowledge with deep
sense

of

gratitude

to

the

following

people

who

were

instrumental in turning this academic endeavor into a reality.

To Dr. Florabelle B. Patosa, the dean and their professor
in research, for her unfailing professional assistance that
paved the way for the completion of this piece of work,
especially in teaching them with the format as well as the
content of this study.
To Madam Sweet Mercy F. Pacolor, their thesis adviser ,
for her encouragement and professional yet sisterly assistance
extended to the researchers that helped in the understanding
and improvement in the content of the study.
This acknowledgement will not be completed without
expressing deep gratitude to the parents of Basal, Cabriana,
Delos Santos, Lanzarote, Maga, and Pacal who unfailingly and
unselfishly give their support and encouragement to inspire
them towards the completion of this research.

DEDICATION
To the Divine Creator, God the Holy
Spirit who was the invisible teacher in our
group, we give You back all the glory and
honor .
To our Professors, for their tireless
hard work, devotion, and inspiration they
showed us, we owe this one..
To our Parents and Love ones, for the
guidance, love, moral and financial
support, we offer this humble to all of
you.

Vir, Ai, Sana, Lyn, Jhoe,

Marcial

ABSTRACT
Title of Thesis
System

Researchers

Samar State University Trouble Ticket

:
Ma. Virginia L. Basal
Ailyn G. Cabriana
Rosanna B. Delos Santos
Ma.Renalyn P. Lanzarote
Jhoe Brave L. Maga
Marcial L. Pacal

Degree
Technology

Bachelor of Science in Information

Adviser

Sweet Mercy F. Pacolor

--------------------------------------------------------------------------------------------------------------------

Objectives of the Study

The study attempts to develop and introduction a system in
Samar State University that seeks to assist the said university in
attaining more effective, fast and effortless in term of registering of
data.
Specifically the following objectives will be pursued:
1. To develop a system that performs the following functions:
1.1

Track the technical problem being reported by

department; and
5

1.2

Give the corresponding response on the technical

problem reported.
2. To develop a system that is:
2.1

accurate;

2.2

reliable; and

2.3

secured

3. To test the effectiveness and acceptability of the proposed

system.
Assumptions of the Study
Upon making the research based on the researchers findings
and observation of the trouble reporting within SSU,1.)the researchers
assume that the creation of proposed system will help improve the
existing manual procedure of troubleshooting/fixing the problem on
computer units being reported by the department or office in the said
university. 2.)they also assume that the system will provide a fast,
accurate and effective result of checking and giving the necessary
actions that are needed to fix the problem. However, the proposed
system could help a lot mainly to the authorized personnel or the
technician to ensure that he can respond quickly and effectively on
customer inquiries and problems, and in order to classify, identify and
handle a problem within a set of time.
Methodology

This part contains the procedures or methods used in the

development of the proposed Samar State University Trouble Ticket
System, Catbalogan Samar. The researchers chose the appropriate
approach to evaluate the system. The prototype where in the original
form of something, which has the essential features and is the model
for subsequent forms.
In developing the system, the method that being used by the
researchers for their study was the Prototype Approach. The proponent
finds the method which is very applicable for their study. The method
was used in order to reduce the plan or concepts to a set of
specifications that describes new or modified system. This is going to
be reviewed by the end-user and repeatedly revise to create a final
model. The Prototype Approach consists of several steps, the Logical
design, Prototype Design, End-user testing, Prototype revision and Final
design.
Summary of Findings
The following were the results of finding of the study obtained by
the researches based on testing and evaluation of the system.
1.

There

were

20

respondents

composed

of

heads

of

departments/ offices and other personnel, but we retrieve the

questionnaires only 20 were returned.

2. The grand mean on the extend of the system with regards to

accuracy as

perceived

by the

respondents

is

4.4

which

interpreted as highly effective.

3. The grand mean on the extend of the system with regards to
reliability as perceived by the respondents is 4.42 which
interpreted as highly effective.
4. The grand mean on the extend of the system with regards to
security as perceived by the respondents is 4.45 which
interpreted as highly effective.

Conclusions
The

following

conclusions

were

formulated

by

the

researchers based on the above stated findings:

1. The use of Samar State University Trouble Ticket system highly
effective in terms of accuracy.
2. The use of Samar State University Trouble Ticket system is
highly effective in terms of reliability.
3. The of Samar State University Trouble Ticket system is highly
effective in terms of security
Recommendations
Based on the findings and conclusions of the study, the following
measures are hereby recommendation:
8

1. The IT Facilitator who is the primary user of the system (Samar

State University Trouble Ticket system) must assign other assistant
technician who has the skill to facilitate and maintain the system.
2. If the Samar State University wants to adapt the usability of
the system; the assigned head technician or assistant technicians must
do the necessary actions specifically for the urgent or important
reports from the clients.
3. The users of the system must undergo orientation related to
the utilization of the develop software.
4. This study will serve as guide for the future researchers.
TABLE OF CONTENTS
Page
TITLE PAGE .

APPROVAL SHEET

ii

ACKNOWLEDGEMENT
.

iii

DEDICATION
...

ABSTRACT .

vi

TABLE OF CONTENTS ...

xi

LIST OF TABLES ..

xiv

.
LIST OF FIGURES .

xv


Chapter
1
INTRODUCTION ...

....
Background of the Study

.
Objectives ..

..
Assumptions of the Study

..

.
Conceptual Framework

..
Significance of the Study

.
Scope and Delimitation

...
Definition of Terms

.
2
REVIEW OF CONCEPTUAL AND RELATED
LITERATURE ..

Chapter
Conceptual Literature .

10
Page
10

.
Research Literature

14

..
3
METHODOLOGY .

17

..
Development of the Product
....
Justification ...
.
10

17
19

Evaluation of the Product

.
Instrumentation

20
20

..
Statistical Treatment .

4
THE SOFTWARE PRODUCT

21

..

.
Description of the Product .

21

..
Structure/Design ..

21

.
Gantt Chart .

27

Programming

28

...

Features of the Product

.
Data Types

..

...

31
32

.
Testing ...

33

Security and Back-up Plans ..

33

Hardware Specification ..

35

..

.
35

Pag
e

Chapter
11

Procedure and Functions

..

.
Testing

36
36

...

36
38

Security and Back-up Plans

...

38

.
Evaluation of the Product

..

.
Presentation Analysis and Interpretation
.
5
SUMMARY OF FINDINGS, CONCLUSIONS AND
RECOMMENDATIONS .
.....
Summary of Findings

42

42

.
Conclusions

47

...
Recommendations

48

...
BIBLIOGRAPHY
..

49

.
APPENDICES

.....
Appendix A Letter of Approval ....

49
50

..
Appendix B Letter of Assignment of Adviser .

53

Appendix C Letter for Beta Testing ..

54

..
..
12

Appendix D Cover Letter For Questionnaire .

55

Appendix E Questionnaire For The System User

56

Appendix F Letter For Interview . ....

57

...
..
..
Appendix G Gantt Chart ....
60
..
Appendix H Flow Chart ...
84
...
Appendix I System Source Code

85

..
Appendix J Screen Shots Of The System

86

...........
CURRICULUM VITAE ..

91

..

13

LIST OF TABLES
Table
Page
1

2
3

Evaluation of the Respondents on the Accuracy of

the System ....
..
Evaluation of the Respondents on the Reliability of
the System ....
..............
Evaluation of the Respondents on the Security of the
System .

14

33

34
35

LIST OF FIGURES

Figure
Page
1
2
3

Conceptual Framework ..
.......
The Gantt Chart...

System Flow Chart

15

5
26
65