Abstract

Industrial training is one of the most important components in the fulfillment of any professional
course conducted at any level and at any college. We have an added advantage if we have a
chance to come face to face with the tools and the processes we are being taught in our course.
The main purpose of the training program is to expose the trainees to the practical experience of
the actual industrial conditions in which they are required to work in future.

Salient features of this project

 This training helps us to complete our knowledge about the process of developing
software. It is made very convenient for users to use.

 Track and monitor help desk and technician performance in real time.

 Build help desk knowledge repository and promote self-service options for end-users

 Improve operational efficiency of customer service

Moreover, we are thankful to our teachers & our trainers who gave their valuable time &
suggestions in preparations of this project. However, suggestions are also welcome for further
improvement of this project in any manner.
The lectures help us to know the theoretical concept of the processes being followed at the
industrial level and the tools being used to conduct that process but we would get the complete
knowledge of the process only if we have a chance to witness the process, study it and if possible
being able to conduct that process if authorities allow us to do so. Thus merges the need of
industrial training.

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Table of Contents:

1. Organization profile…………………………………………………….……….……6

2. Introduction to the Project……………………….……………………….…………...7

3. Brief description of the project………….……………………….…………………...8

4. Methodology……………………………….…………………….…………………...10

5. Overview of the Java Framework………….…………………….…………………..11

6. Introduction to Java………………………...…………………………………….…..12

7. Packages……………..………………………………………………………………..14

8.Introduction to Tomcat…………………………………………………………………22

9.Javascript……………………………………………………………………………….24

10. SDLC………………………………………………………………………………...25

11.Software Requirement Specifications………………………………………………..32

11.1 Introduction………………………………………………………………...34
11.2 System Overview…………………….……………………………………..35
11.3 Overview of functional requirements…………………………………..…...36

12. Design Phase…………………………………………………………………………39

12.1 Data Dictionary……………………………………………………………..40

12.2 ER Diagrams………………………………………………………………..41

13.Testing Phase………………………………………………………………………...43

14. Conclusion…………………………………………………………………………...45

12.1 Limitations of project……………………………………………………….45

12.2 Future scope of the project………………………………………………….45

15. Bibliography………………………………………………………………………….46

16. Snapshots…………………………………………………………………................47

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 1. Organization Profile

Bebo Technical Education Services is the first of its kind "Finishing School" of an established IT
company in the region. We provide training on various software certifications with an objective
of strategic and practical approach. Finishing School at BTES offers Highly Professional & Job-
Oriented Courses. We do not train by books; Instead we train based on real-time industry
challenges to help you build a successful career in software industry.

Bebo Technologies Pvt. Ltd., an ISO 9001:2000 Compliant Company, has now emerged into
providing practical training on various software technologies under the banner ofbebo Technical
Education Services (BTES).

BTES focuses on strategic and practical approach in providing training to students and working
professionals. Under the close guidance and supervision of our experienced professionals, you
will be trained on various technical aspects to tackle industry challenges faced regularly in
professional life.

Our courses cover everything necessary to build a strong professional foundation. Through our
courses, which are developed by industry experts, we bring their learning and experience to you
so that you excel in your professional life. This brings you at par with working professionals and
thus meet the industry expectations.

Our goal remains to provide you practical knowledge with strong fundamentals so that your
career is secured.

This dynamic partnership of offshore technical talent and local management provides cost
effective software solutions while avoiding the risks that often accompany a remote software
services team. Bebo Technologies is very flexible in adapting to your environment . We
understand the urgency of performing the software services you need in the time that you have.
Our staff of professionals can take your project from the initial design phase to completion, by
providing the necessary resources every step of the way toward success.

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 2. Introduction to the Project

For support teams and help desk technicians who are overwhelmed by a growing volume
of service requests and find it hard to manage the help desk ticketing process, an easy-to-
use, free ticketing system can relieve you of all your IT headaches.

With the help of a ticketing system, you can simplify your IT service management
operations and ensure IT pros spend less time tracking and managing help desk tickets,
and instead get back more time for actual IT resolution and end-user support.

In context of college This Query Handling System project is designed for the college
students to handle the queries which are frequently asked by the students. In this Query
Handling System project we are providing a chance for the student to clarify their doubts
by posting the questions. Normally it is very hard to handle all this query clarification
process manually. So here we are developing the project which provides automation
process for the clarification of doubts by asking the students to post the question and get
clarified with their doubts.

There will be many questions that are being posted frequently by the students to various
departments in a college. The College examination branch wants to maintain all the
frequently asked questions in the database subject wise. Time to time they will be
updating the questions and the related answers into the database.The primary goal of the
Query Handling System is to provide an environment that is both convenient and
efficient for the students and lectures through which the students can get clarified with
their doubts and also for the administrators of a particular college to use in retrieving the
information from database and also storing the information into database.

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3. Description of the project

This E-ticketing software allows you to establish seamless communication and a simple
interaction platform between the students who are requesting service and the IT
practitioners who are supporting end-users and fulfilling the service request.

A free ticketing system centralizes the channel for receiving IT service requests via an
interactive Web portal. IT teams can benefit from avoiding the use of disparate sources
such as chat, phone, email and in-person discussions for customer communication. Once
the request is logged in the ticketing system, IT pros communicate back to the end-user
with acknowledgement and update ticket fulfilment progress including technician
assignment and expected request fulfilment date/time. Free help desk software also
converts inbound service requests via email into help desk tickets in the ticketing system.

This Query Handling System project is designed for the college students to handle the
queries which are frequently asked by the students. In this Query Handling System
project we are providing a chance for the student to clarify their doubts by posting the
questions. Normally it is very hard to handle all this query clarification process manually.
So here we are developing the project which provides automation process for the
clarification of doubts by asking the students to post the question and get clarified with
their doubts.

There will be many questions that are being posted frequently by the students to various
departments in a college. The College examination branch wants to maintain all the
frequently asked questions in the database subject wise. Time to time they will be
updating the questions and the related answers into the database.

The primary goal of the Query Handling System is to provide an environment that is both
convenient and efficient for the students and lectures through which the students can get
clarified with their doubts and also for the administrators of a particular college to use in
retrieving the information from database and also storing the information into database.

Modules:
 Super User
 Administrator
 Student
Super User:
super user to control the data, appointing the administrators in each
department,appointing the administrator to a particular department for that he register the
admin,adding a new departments like computer science, chemistry, physics, maths, etc..
At the same time he can delete the departments, adding a new topic to particular

5
department. At the same time he delete the added topics also, adding the question with
answers and storing the data in database.

Administrator:

 Admin can add the question with answers and it will be stored in database for
students to retrieve it.
 Admin will modify the answers.
 The student post a question in certain department the respective administrator will
answer the question and a copy of the answer will be sent to the student.

Student:
 Student post a question in certain department.

 Student check the answer for which he is posted.

 Student checks the answer for available questions.

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4.Methodology

Type of Application: Web based application

Architecture used: 3 tier architecture

Technology :Core Java for business logic,

JDBC for database connectivity
Servlets for serverside processing
HTML, JSP, javascript for presentation logic

Database: MYSQL Server as Data tier

Web Server: Glass Fish Server

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5.Overview of the JAVA Framework

The JAVA Framework is a new computing platform that simplifies application

development in the highly distributed environment of the Internet. The JAVA Framework
is designed to fulfill the following objectives:

 To provide a consistent object-oriented programming environment whether object

code is stored and executed locally, executed locally but Internet-distributed, or
executed remotely.
 To provide a code-execution environment that minimizes software deployment
and versioning conflicts.
 To provide a code-execution environment that guarantees safe execution of code,
including code created by an unknown or semi-trusted third party.
 To provide a code-execution environment that eliminates the performance
problems of scripted or interpreted environments.
 To make the developer experience consistent across widely varying types of
applications, such as Windows-based applications and Web-based applications.
 To build all communication on industry standards to ensure that code based on the
JAVA Framework can integrate with any other platform.

8
6.Introduction to Java

JAVA is related to C++, which is direct descendent of C. Much of character of JAVA is

inherited from these two languages. This language was initially called “Oak” but was
renamed as JAVA. The trouble with C and C++ is that they are designed to be compiled
for a specific target. Although it is possible to compile a C++ program for just about any
type of CPU, to do so requires a full C++ compiler for that CPU. The problem is that
compilers are expensive and time consuming to create. The solution of this problem led
to the creation of java. Some important features of JAVA:

1) Simple: JAVA is SIMPLE because in it we don’t use pointers as in C++ and it

was designed to be easy professional programmer to learn and use effectively. If
one already understands the basic concepts of object oriented programming
learning Java will be even easier.

2) Object-Oriented: JAVA is pure OBJECT-ORIENTED because in the |JAVA

main within the class. Object Oriented Programming is a way to software that is
reusable, extensible and maintable.

3) Platform Independent: JAVA is platform independent. For e.g. C++ programs

are designed for specific target. For that we require C++ compiler which are
expensive and time consuming to create. But in JAVA programs will also run on
another PC because every operating system has Java Virtual Machine.

4) Multithreaded: A single-threaded application has one thread of execution

running at all times, all such programmers can do only one task at a time. If a
single threaded program need to perform a task that will take several minutes. But
JAVA supports multithreaded programming which allows you to write programs
that do many things simultaneously.

5) Security: When you use a JAVA compatible Web-browser you can safely
download Java applets without fear of viral infection by confining a Java program
to the JAVA execution environment and not allowing it to access other parts of
the computer.

6) Robustness: The ability to create robust programs was given a priority in the
design of JAVA .Java is strictly typed language, it checks your code at compile
time. It checks code at run time. To better understand how Java is robust, consider
two of the reasons for program failure, memory management mistakes and
mishandled exception condtions.Memory management can be difficult tedious
task in traditional programming environments. For example in C/C++ the
programmer must manually allocate and free dynamic memory. This sometimes
lead to problems because programmer will either forgot to free memory that has
been previously allocated or worse try to free some memory that another part of

9
 their code is still using. Java virtually eliminates these problems by managing
memory allocation and deallocation .

7) Distributed: Java is designed for the distributed environment of the Internet

because it handles TCP/IP protocols.

8) Dynamic: In the windows operating systems, parts of programs can be placed

into Dynamic link libraries so that they can be shared and loaded dynamically i.e.
when the program is running. The operating system does the final stage of linking
at execution time. Using shared DLL (Dynamic Link Library) saves memory and
improves the modality of the software. Java takes Dynamic Libraries a step
further. The VM class loaded fetches class files from the network as well from the
disk, providing location transparency making java applications distributed as well
dynamic.

10
7.1 Packages
Packages are of the basic components of a Java Program. To avoid the problem that, the
name of a class will be unique & not collide with class names chosen by other programs.
Java provides a mechanism for partitioning the class name space into more manageable
chunks. This mechanism is the package.

We can define classes inside a package that are not accessible by code outside the
package. To create a package is quite easy; simply include a package command as the
first statement in a Java Source a package command as the first statement in a Java
Source File. The package statement defines a name space in which classes are stored. If
you omit the package statement, the class names are put into the default package, which
has no name.

Packages are mainly of two types:

1. User Defined
2. Predefined

Since packages give an easy handle on the entire hierarchy, they will guide to explore the
java class hierarchy. The most commonly used predefined packages are:

 Package java.lang contains the main language support classes.

 These with object wrappers, strings, multithreading, and related areas.

 Package java.util contains language support classes of more utilitarian nature.

These include collection and calendar classes, as well as some abstract design
codified by the interfaces comparator, iterator and observer.

 Package java.io provides device-independent file and steam I/O service

 Package java.awt hides the bulk of all graphical classes. Because it contains java’s
abstract window tool kit (AWT), contained in java.awt and 12 sub packages, the
package should really be considered as the heart of the entire hierarchy.

 Package java.net combines the classes supporting low-level Internet

programming plus pluggable look-and-feel.

 Package java.applet contains a single class with support for HTML embedded
java applets.

 Package java.swing is required for frame.

11
7.2 The Java Server Pages Technology (JSP)

JSP is acronyms as Java Server Pages. JSP is a Java based technology that simplifies the
process of developing dynamic websites. We call it Java Server Pages because these are
run on server & written on Java. Within the JSP we process a request & display the
request
.
Life cycle of JSP.

There are 3 phases of JSP cycle

1) Jsp init()
2) _jsp service()
3) Jsp destroy()

Advantages of JSP:

1. Write Once, Run Anywhere Properties i.e. Java Server Pages Technology is platform
Independent.

2. It support high quality tool.

3. The Java Server Pages technology emphasizes the use of reusable components such
as Java Beans components, Enterprise Java Beans Components & tag libraries.

4. The JSP technology enables the separation of static content from dynamic content.
The separation is supported by beans specifically designed for the interaction with
server side objects & by tags extension mechanism.

5. Java Server Pages technology support scripting elements as well as actions.

6. JSP technology is an integral part of the Java2Platform Enterprise Edition (J2EE),

which brings Java Technology to enterprise computing.

7. JSP is typically implemented via servlets. When a web server receives a request for a
JSP page, it forwards it to a special process dedicated to handling servlet execution.
This process is referred to as the servlet container.

8. JSP support splitting of presentation i.e. the display of information to the end user and
program implementation. The code used to generate that information in the first
place.

12
JAVA SERVER PAGES Fundamentals

Java Server Pages (JSP) technology enables to mix regular, static HTML with
dynamically generated content from servlets. Many Web pages that are built by CGI
programs are primarily static, with the parts that change limited to a few small locations.
For example, the initial page at most on-line stores is the same for all visitors, except for
a small welcome message giving the visitor’s name if it is known.

But most CGI variations ,including servlets , helps to generate the entire page via your
program, even though most of it is always the same. JSP lets you create the two parts
separately. Most of the page consists of regular HTML, which is passed to the visitor
unchanged. Parts that are generated dynamically are marked with special HTML-like tags
and mixed right into the page.

Basic Concepts

The JavaServer Pages technology provides a textual description for the creation of a
response from a request. The technology builds on the following concepts:

1) Template Data

Substantial portions of most dynamic content are actually fixed. The JSP technology
allow for the natural manipulation of this data.

2) Addition of Dynamic Data

The JSP technology allows the addition of dynamic data to the template data in a way
that is simple yet powerful.

3) Encapsulation of Functionality

The JSP technology provides two related mechanisms for the encapsulation of
functionality: the standard JavaBeans component architecture and the tag library
mechanism.

4) Good Tool Support

We believe that good tool support leads to significantly improved productivity.

13
Accordingly, the JSP technology has features that enable the creation of good authoring
tools. The result is a flexible and powerful server-side technology.

Features:

1) Write Once, Run Anywhere properties

The JavaServer Pages technology is platform independent, both in its dynamic Web
pages, its Web servers, and its underlying server components. You can author JSP pages
on any platform, run them on any Web server or Web enabled application server, and
access themfrom any Web browser. You can also build the server components on any
platform and runthem on any server.

2) High quality tool support

The Write Once, Run Anywhere properties of JSP allows the user to choose best-of-breed
tools. Additionally, an explicit goal of the JavaServer Pages design is to enable the
creation of high quality portable tools.

3) Separation of Roles
JSP supports the separation of roles: developers write components that interact with
server-side objects; authors put static data and dynamic content together to create
presentations best suited for their intended audiences. Each of these roles emphasizes
different types of abilities and, although these abilities may all be present in the same
individual, they most commonly will not. A subset of the developer community may be
focused on creating reusable components intended to be used by authors.

4) Reuse of components and tag libraries

The JavaServer Pages technology emphasizes the use of reusable components such as:
JavaBeans™ components, Enterprise JavaBeans™ components and tag libraries. These
components can be used in interactive tools for component development and page
composition. This saves considerable development time while giving the cross-platform
power and flexibility of the Java programming language and other scripting languages.

5) Separation of dynamic and static content

The JavaServer Pages technology enables the separation of static content from dynamic
content that is inserted into the static template. This greatly simplifies the creation of
content. This separation is supported by beans specifically designed for the interaction
with server-side objects, and, specially, by the tag extension mechanism.

6) Support for scripting and actions

The JavaServer Pages technology supports scripting elements as well as actions. Actions
permit the encapsulation of useful functionality in a convenient form that can also be
manipulated by tools; scripts provide a mechanism to glue together this functionality in a
per-page manner.

14
Web Applications

The concept of a Web application is inherited from the Servlet specification. A Web
application can be composed from:

 Java Runtime Environment(s) running in the server (required)

 JSP page(s), that handle requests and generate dynamic content

 Servlet(s), that handle requests and generate dynamic content

 Server-side JavaBeans components that encapsulate behavior and state

 Static HTML, DHTML, XHTML, XML and similar pages.

 Client-side Java Applets, JavaBeans components, and arbitrary Java class files

 Java Runtime Environment(s) (downloadable via the Plugin) running in client(s)

The JavaServer Pages specification inherits from the Servlet specification the concepts of
Applications, ServletContexts, Sessions, Requests and Responses

Components and Containers

JSP pages and Servlet classes are collectively referred to as Web Components. JSP pages
are delivered to a Container that provides the services indicated in the JSP Component
Contract. The separation of components from containers allows reuse of components,
with quality-ofservice features being provided by the container.

Features in JSP

The key features of JavaServer Pages are:

 Standard directives
 Standard actions
 Scripting elements
 Tag Extension mechanism
 Template content

15
7.3 JSP Tag Convention:

 Directive: Directive element is used to use a library or import a page or

include the output of another file of a jsp.

<% @ taglib prefix=”c” user=http://java.sun.com/jsp/jstl/core%>

Taglib: This tag is used to use a library.

URI: Uniform Resource Identifier.
C: C is small name of core.

 Scriptlet: This is used to insert a java code in JSP. It has 3 forms:

 <% int a = = 6; %> : Initialization

 <% = a %> : Output
 <% …………….. %>: Java Code

 Standard action: These contain standard JSP tags that are used for setting
the values taken from HTML form & store it in the Java class and vice versa.

16
7.4 JDBC

JDBC is a Java API for executing SQL statements. It consists of a set of classes and
interfaces written in JAVA programming language. JDBC provides a standard API for
tool/database developers and makes it possible to write database applications using a pure
steps:

1. Open a connection to the database.

2. Execute a SQL statement.
3. Process the results.
4. Close the connection to the database

Using JDBC API, it isn’t necessary to write one program to access a system database,
another program to access an Oracle database, another program to access an Informix
database and so on. One can write a single program using a JDBC API and the program
will be able to send SQL statement to the appropriate database. And with an application
returning JAVA programming language, one also doesn’t have to worry about writing
different applications to run on different platforms. The combination of JAVA and JDBC
lets programmers write it once it anywhere.

Microsoft’s ODBC API is probably the most widely used programming interface for
accessing relational databases. It offers the ability to connect almost all databases on all
platforms. So why not just use ODBC from JAVA?

The answer is that you can use ODBC from JAVA, but this is the best done with the help
of JDBC in the form of the JDBC-ODBC bridge. The question now becomes,” Why do
we need JDBC?” There are several answers to these questions:

1. ODBC is not appropriate for direct use from JAVA because it uses a C interface. Calls
from JAVA to native C code have a number of drawbacks in the security,
implementations, robustness and automatic portability of applications.

2. A literal transmission of ODBC C API into a JAVA API would not be desirable. For
example, JAVA has no pointers and ODBC makes copies use of them, including the
notoriously error-prone generic pointer “void”. You can think of JBBC as ODBC
translated into an object oriented interface that is natural for JAVA programmers.

3. ODBC is hard to learn. It makes simple and advanced features together and it has
complex options even for simple queries. JBBC on the other hand was design to keep
simple thing while allowing more advanced capabilities where required.

4. A JAVA API like JDBC is needed in order to enable a “pure JAVA “solution. When
ODBC is used, the ODBC driver manager and drivers must be manually installed on
every client machine. When the JDBC driver i.e. written completely in JAVA.

17
7.5 Servlets

Servlets are the small programs that execute on the server side of a web connection.
Servlet is a java class i.e. used to process the client request and send response back to the
client. So basically servlet is an interface. Since servlets run inside servers, they don’t
need a graphical user interface. Major advantage is that they do not require creation of
new process for each request. Clients of the servlets can be written in any language. All
servlets implements this interface, either directly or by extending a class that implements
it such as:

1. Generic Servlet: It will listen only that request that will follow Http protocol.

2. Http Servlet: It will listen all the request doesn’t matter what type of protocol.

In Java Servlet we have to packages:

1. Javax .servlet
2. Javax.servlet.http

Both of these contain classes and interfaces but the difference is that javax.servlet
package is protocol independent and javax.servlet.http is protocol dependent.
The servlet interface provides for methods that manage the servlet and its
communications with clients. When a server accepts a call from client, it receives two
objects i.e. ServletRequest and ServletResponse. The ServletRequest class encapsulates
the communication from the client to the server, while the ServletResponse class
encapsulates the communication from the servlet back to the client.

We have three methods of Servlet interface.

1. init( ): This method allow a servlet to perform any initialization before being
invoke against http request

2. service( ): This is the entry point for executing application logic in a servlet.

3. destroy( ): The container calls this method before removing a servlet request out
of service.

18
8.Introduction To Tomcat

Web server and JSP

TOMCAT is the server container that is used in the official Reference Implementation for
the Java Servlet and Java Server Pages technologies. The Java Servlet and Java server
Pages specification are developed by Sun under the Java community Process.
Tomcat is developed in an open and participatory environment and released under the
Apache Software License. Tomcat is intended to be a collaboration of the best-of-breed
developers from around the world.

Tomcat Version

For the impatient, current Tomcat production quality releases vs. Servlet/JSP
specifications:
Servlet/JSP Spec Tomcat Version
2.4/2.0 5.5.9

2.3/1.2 4.1.31

2.2/1.1 3.3.2

Note that although we offer downloads and documentation of older releases, such as
Tomcat 3.x and 4.x, we strongly encourage users to use the latest stable version of
Tomcat. We recognize that upgrading across major version not be a trivial task, and some
support is still offered on the mailing list for users of old versions.

Tomcat 6.X

Tomcat 6.x is the current focus of development. While it supports same Servlet and JSP
Specification versions as Tomcat 5.x, there are significant changes in many areas under
the hood, resulting in improved performance, stability, and total cost of ownership.

19
 9.Java Script

JavaScript is a compact, object-oriented scripting language. It can provide interactive

web pages, validate from data, and make your web pages clearer. JavaScript is most well
known for its use in Websites. It was originally developed by Brendan Eich of
Netscape Communication. It adds functions to HTML pages, which are otherwise static.
JavaScript is easier than Java, but not as powerful and deals mainly with elements on the
Web page. On the client, JavaScript is maintained as source code embedded into an
HTML page. On the server, it is compiled into byte code, similar to java programs.

Features of Java Script:

 JavaScript was designed to add interactivity to HTML pages.
 A JavaScript is an interpreted language.
 JavaScript is usually embedded directly in HTML pages.
 JavaScript is supported by all major browsers, like Netscape and Internet
Explorer.

Functions of Java Script:

It performs following functions:

 Control document appearance and content.

 Read and write client state with cookies.
 It can manipulate Embedded Images.
 It can control the browser.
 Interact with the user.

Limitations of JavaScript:
 JavaScript does not support networking of any kind.
 JavaScript does not have any graphic capabilities.
 Client side JavaScript cannot read or write files.

20
10. Software Development Life Cycle

Problem Definition

Feasibility Study

Analysis

Design

Test Plan

Implementation

Maintenance

21
The SDLC Phases Details

 The feasibility analysis is conducted to know whether the development of this

project is actually required. It is done to ensure that the development of the
candidate system is a feasible solution to the prevailing problem.

 The requirement analysis is done to enlist what all is required out of the
project, what would be the vital inputs and what outputs are expected out of
the system. The enumeration of the user requirements is also done in this
phase.

 The design phase includes the designing of the project frame, the basic
structure of the project and the actual coding of the software system.

 The testing is the major quality control measure used during software
development. Its basic function is to detect errors in the software. It uncovers
the errors in the software coding as well as the errors introduced during the
earlier phases.

22
Feasibility Study
Feasibility study describes and evaluates candidate systems and provides for the
selection of the best system that meets system performance requirements. Three key
considerations are involved in the feasibility analysis.

 Economic
 Technical
 Behavioral
 Operational

(a)Economic Feasibility
Economic Feasibility determines the benefits and savings that are expected from the
system and compare them with costs. The designed system provides following
advantages:

 Better custom service.

 Faster information retrieval
 Quicker test preparations.
 Better result accuracy
 Lower processing and operating cost.
 Improved staff utilization and efficiency.
 Consistent procedure to eliminate errors.
 Better security implementations.

Since the software does not require any special hardware components of software
utilities, hence no purchases are needed. The only purchase that will have to be made is
any personal computer of higher configuration than specified above and a printer for
generation of hard copy of reports.
Hence the system is economically feasible

23
(b)Technical Feasibility:
Technical feasibility centers on the existing system and to what extent it can support the
proposed system. Two major benefits are improving the performance and minimizing the
cost of processing. The performance category emphasizes improvements in the accuracy
of or access to information and easier access to the system by the authorized users. The
proposed system is very much technically feasible.

(c)Behavioral Feasibility
Behavioral feasibility estimates the reaction of the user staff towards the developments of
the computerized system. In case of this system, the staff was completely in favor of
automating the process of taking the exams as it saved their precious time energy and
moreover the system when implemented would help remove inconsistencies, redundancy
error that might be associated with existing system. So it might be said that the behavioral
feasibility analysis yielded positive results.
Hence the system is Behavioral feasible.

(d)Operational Feasibility
In operational feasibility we study that whether the proposed system will work in right
manner when implemented. The proposed system seems to function well operationally.
The software was tested properly both at development stage and at testing stage. Any
problem that was encountered was carefully removed.
Hence the system is operationally feasible.

24
System Analysis

(a)Need

The need of this project was felt due to the following problems being faced in the
current system-

1) Users have to manually make the reports for various reasons.

2) The application was static thus no new additions could be done making it a limit
based project.

3) The evaluation of the rating was manual.

4) There was no security. Anybody could access others applications.

5) A lot of time was being spent on various evaluations as those had to be done
manually leading to wastage of precious time of the company.

6) Any addition that had to be made had to be communicated to every auditor

separately taking a lot of efforts time.

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Requirements Analysis

This phase formally defines the detailed functional user requirements using high-level
requirements identified in the Initiation, System Concept, and Planning phases. It also
delineates the requirements in terms of data, system performance, security, and
maintainability requirements for the system. The requirements are defined in this phase to
a level of detail sufficient for systems design to proceed. They need to be measurable,
testable, and relate to the business need or opportunity identified in the Initiation Phase.
The requirements that will be used to determine acceptance of the system are captured in
the Test and Evaluation Master Plan.

The purposes of this phase are to:

 Further define and refine the functional and data requirements and document them
in the Requirements Document.

 Complete business process reengineering of the functions to be supported, e.g.,

verify what information drives the business process, what information is
generated,

 Who generates it, where does the information go, and who processes it?
Developed data and process models including system inputs and outputs.

Develop the test and evaluation requirements that will be used to determine acceptable
system performance

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Details

The customer in this phase was personally interviewed so that he is well familiar with
what was expected from him and in turn what did he expect. The detailed requirements of
the project by the customer are:

1 The project should be multi-user.

2 The project should be completely secure.

3 There should be no wastage of time and efficiency of the workers.

4 All the evaluations required for the project should be done without any efforts being
made by the auditors or any on else.

All these requirements were gathered from the customer on the basis of which various
Data Flow Diagrams (DFD) were constructed.

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11.Software Requirements Specification

11.1 INTRODUCTION

Help desk ticketing software allows you to establish seamless communication and a simple
interaction platform between the customers who are requesting IT service and the IT
practitioners who are supporting end-users and fulfilling the service request.

A free ticketing system centralizes the channel for receiving IT service requests via an interactive
Web portal. IT teams can benefit from avoiding the use of disparate sources such as chat, phone,
email and in-person discussions for customer communication. Once the request is logged in the
ticketing system, IT pros communicate back to the end-user with acknowledgement and update
ticket fulfilment progress including technician assignment and expected request fulfilment
date/time. Free help desk software also converts inbound service requests via email into help
desk tickets in the ticketing system.

(a) Purpose
The purpose of the document is to collect and analyze all assorted ideas that have come up to
define the system, its requirements with respect to its users. Also, we shall predict and sort out
how we hope this product will be used in order to gain a better understanding of the project,
outline concepts that may be developed later, and document ideas that are being considered, but
may be discarded as the product develops.
In short, the purpose of this SRS document is to provide a detailed overview of our system, its
parameters and goals. This document describes the project's target audience and its user
interface, hardware and software requirements. It defines how the user, team and audience see
the system and its functionality. Nonetheless, it helps any designer and developer to assist in
software delivery lifecycle (SDLC) processe

(b) Scope
The E-Ticketing System plays an important role by allowing developers to watch upon an
interactive and easy way of connecting people in an organization.If we want to open a big
business empire and which involves lot of clients and staff then this system is the best to handle
the queries of each person.

28
Assignment Rules and Quick Responses
It provides employers and employees with a simple internal
ticketing system. Through its simple web interface, employees can enter their requests directly
into
the ticket submission form, or they can email their requests to a specific support email address.
All
submitted requests are converted to tickets so that your support staff can easily categorize and
address each issue.
Most employers that handle employee questions and requests have discovered that they often get
the same questions several times a week. To alleviate this problem, Cayzu’s internal ticketing
system provides a quick response to these duplicate requests.
Thanks to this system, you can create and store answer templates for commonly asked questions.
When you receive a commonly asked question, you can send your reply with the click of a
button
instead of formulating a new response each time you receive the same question.
Cayzu’s assignment rules also help to save time by enabling your support staff to automate
repetitive tasks.

Internal Knowledge Base

Although companies need to address employee concerns and questions, their primary focus
should
be on their external customers. Therefore, the more companies can reduce the need for
employees
to submit queries, the better they can serve their external customers.
Thanks to Cayzu’s internal knowledge base which isn’t public to customers, employees can find
many of the self-help documents they need. For instance, they can rely on the knowledge base
for
finding software renewals, ID card reapplication forms and company procedures.

Internal Support Tracking

Our internal ticketing system also enables employers to track the type and volume of requests
and queries that are coming in. By analyzing ticket trends, you can spot communication gaps in
your company and address these issues proactively.
Also, this internal support tracking can help you work with your support team to improve their
response time and response quality, which increases the overall efficiency of your organization.

29
11.2 System Overview

The system encompasses numerous files and information from the User and the bug track
Database, as well as files on the department server system. This system will be completely web-
based, linking to the remote web server from a standard web browser. An Intranet connection is
necessary to access the system.

(a)Functionality of users
The Primary users of “Bug Tracking System ” Will be
 Administrator.
 Trainer
 Student.

1.) Three majors users are trainers, administrators and students .

2.) Application will provided developers the severity and priority of tickets.
3.) Administrators provides and manage usernames and their accounts, granting
privileges to them
4.) QAs will test the developing application and report the bugs with severity and priority
and unique Bug ID.
5.) The project managers are one of the users who can view the current status of the
project only. And can see by how much time bugs are reported and removed

(b) Product Overview

 The system shall be based on web and has to be run from a Department server.

 The system shall take initial load time depending on internet connection strength which
also depends on the media from which the product is run.

 The product should be able to run from a remote client machine within a Intranet network

30
 11.3.Overview of Functional Requirements

Functional Requirements are those that refer to the functionality of the system, i.e., what
services it will provide to the user. Nonfunctional (supplementary) requirements pertain to other
information needed to produce the correct system and are detailed separately.

(a) Functional Requirements

(i) Login Page
Form Name: Login Page

Priority Essential

Precondition User is connected to the Intranet

Basic Path 1. User enters the username and

password and then click login.

2.The server will send the user Home

Page based on the role in response

Alternate Path If the username or password are

invalid, user will be returned to the login
Page with error message “Invalid
username or password or both”.

Post condition The User is in the User Home Page

Exception Path If there is a connection failure the

Server returns to the wait state.

31
(ii) Admin/Trainer/User Home Page
Use Case Name: Admin Home Page

Priority Essential

Precondition They are connected to the Intranet and

have successfully logged in.

Basic Path After successful login, The Server will

present the administrator with admin
Home Page.
The Home Page will provide facilities of
adding user, remove user, add project and
remove project.
Post condition The admin will be able to manage the
users or projects.

Exception Path If the connection is terminated before

submission, the fields are all cleared and
the Server is returned to the wait state.

32
(iii) Raise New Ticket

Form Name: Raise Ticket

Priority Essential

Precondition User is logged in as a QA and is on QA

Home page

Basic Path QA clicks on Add New Ticket option

which opens a form. On this Page ,the user
will fill the details about the bug

Post condition A record is created in the Table of the

e-ticket Database.

33
(iv) View all/onhold/pending/solved/closed Tickets

Form Name: View for all Tickets

Trigger Menu selection

Precondition The User is connected to the Intranet and on the

user Home Page.
Basic Path The User clicks on respective tickets on an entry
link.
The Server returns a table having information
about all the tickets.
If there is no ticket in the database,the server
will return anempty table In The Database”
Post condition The User receives the information about all the
tickets or a no ticket found message.

34
12. Data Dictionary

Data Dictionary for E-Ticketing Portal

Table : Login

Data Type Description

username varchar Name of the user

password varchar Password required to login

utype varchar Category of the user

PRIMARY KEY: username

Table :Raise

Data Type Description

id integer Unique project identity of each
project

dept varchar Name of the department

subject varchar topic

Msg varchar Description of Query

Tr_name varchar Name of the Trainer

status varchar Status of the problem

solution varchar Solution of the problem

usernm varchar usename

PRIMARY KEY: id

35
 Table:Trainer

Data Type Description

fname varchar Firstname
lname varchar Lastname
id varchar Unique id
pass varchar password
email varchar Email of the user
mob varchar Mobile no
course varchar Course to be opted
gender varchar gender
address varchar Full address
username varchar Name of the user

PRIMARY KEY: id
Table:Student

Data Type Description

id varchar Unique id
fname varchar Firstname
lname varchar Lastname
dob varchar Date of birth
password varchar password
email varchar Email of the user
mob varchar Mobile no
course varchar Course to be opted
gender varchar gender
address varchar Full address
username varchar Name of the user

PRIMARY KEY: id

36
 12.1 Entity Relationship Diagram

12.1.1 Entity relationship diagram of student trainer and admin

admin
regid

Raise ticket

Trainer
ticket
user

View tickets Student

Registration View
tickets
logout

37
 user

onhold TICKET
raise

pending

solved all

38
13. Testing Phase
You can write a program in an hour that can have 50 million possible combinations to test. The
labor involved can cost fortunes. Therefore testing is often the first thing to slip when resources
stretch - but it's the entire organization that suffers when a defect causes problems. Lost revenue
or reputation is probably the least harmful result of defects. Measurements show that a defect
discovered during design that costs $1 to rectify will cost $1,000 to repair in production. This is
a tremendous cost differential and clearly points out the advantage of early error detection.
Testing Levels
Software testing is usually done at several levels. They are commonly referred to as unit testing,
integration testing, and system testing.
There is several type of testing in a comprehensive software test process, many of which occur
simultaneously

Unit Test
The objective of unit testing is to verify that individual units -- the smallest compliable
components, such as functions & modules-- function correctly. This is done to ensure that no
bugs are present in the very basic structure of the program.
Unit testing is also called component testing. However, component testing is sometimes
considered to be a level of testing above unit testing. This may be the case with a system that
contains individually testable components that are composed of multiple units. For example in
the visual basic interface, in a system that contains forms and modules, the functions could be
tested as units and the whole form could be tested as component.
Unit testing tests software in terms of a unit: a module, a function, a specific section of code.
This testing occurs while the software is being developed and before all the pieces of code
complete.
Just as the components of a system must be designed, tests for a system must be designed. Two
common methods of test design are black box testing and white box testing. After the tests are
implemented, though, the test design method may not be evident.

Black Box

39
In black box testing the tester knows nothing at all about the inside of the system he or she is
testing. The system is tested by throwing inputs at it like throwing pennies down a well and
waiting for a splash.

Black box testing focuses on designing tests that view components as opaque. The
implementation details of the components are not known (or, at least, are ignored), and only
externally observable behavior or functionality is tested. Other terms for black box testing are
functional testing and behavioral testing.
However, behavioral testing and black box testing are slightly different. Even though both view
components as black boxes, behavioral testing allows knowledge of the implementation details
of components to be used in test design if necessary.
You can re-run black box tests after a change to make sure the change only produced intended
results with no inadvertent effects.

Functional testing features

Destructive vs. validation testing

Validation tests are positive tests. They confirm that the software meets requirements - that an
input or set of inputs give the desired output.
Destructive tests try to determine if the software does things it shouldn't do. The ratio of
destructive tests to validation tests in a mature test suite should be about 4:1.

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14. Conclusion
As a member of the team under the guidance of my trainer, I have been educated about the java

technologies .The particular area of to which my project serves extremely helpful. I am required

to understand and learn the intricacy involved in this area. I would design input interfaces, design

database, develop code, input test data, output interfaces, and output test data. Completion of the

development process will result in a software package that will provide user friendly

environment which is very easy to work with, even for people with very little knowledge of

computer. Management of various tasks is incorporated in the package and will deliver the

required information in a very easy to use and easy to access manner. This package will provide

accuracy, efficiency, speed and easiness to the end user.

14.1 Limitation of the Project

Student Details are assumed to be provided by the HR department, and the database for
employees must be made available to this application before start.

14.2 Future Scope of the Project

The E-Ticketing System plays an important role by allowing developers to watch upon an
interactive and easy way of connecting people in an organization.If we want to open a big
business empire and which involves lot of clients and staff then this system is the best to handle
the queries of each person.

41
16.BIBLIOGRAPHY

1.https://www.oracle.com/java/index.html

2.https://wizpert.com/java-programming

3.http://www.tutorialspoint.com/java

4.The complete reference JAVA