CHAPTER 1 INTRODUCTION

1.1 Abstract
In todays world of computer technology, individuals and companies need to depend on a fast reliable service. Computer repair center offers a fast solution for registration of complaints related to computer repair and maintenance. Our mission is to provide prompt expert computer repairs and technical support for computer users of various departments that require professional assistance. To design and develop an online system for registration of complaints related to computers and gather feedback.

1.2 Purpose of the project

In todays world every organization is having a number of departments for their respective tasks. Every field requires computers to store and manipulate information, so every department has computers to perform a lot of tedious calculations and storage work for simplicity of humans. Thus, these computers play a vital role in the performance of any department. Now as these are machines and with the arrival of computer viruses it has become difficult to maintain a large amount of computers. Many departments face computer related problems that are needed to be attended by professionals having knowledge of computer repairing. For this, a system is to be created which can facilitate persons working in various departments to register their complaints. Initially this system was manual, including lots of paper work and human efforts it became cumbersome and difficult to manage as the number of departments and its computers. The computer maintenance department can thus know about the complaints and provide their services. Therefore an automated system is required for complaint registration related to computer repair and maintenance. The system should also obtain feedback from the complainer about the services received.

1.3 Understanding of existing system

The conventional system for registering complaints was a bit difficult to accept and maintain and also to work with. In the conventional system, all the entries regarding hardware or software complaints were to be performed manually. To maintain such large databases in a piece of paper was very cumbersome and also takes lots of time 1

and human efforts. So there was a need to use modern technologies and facilities to automate the whole process.

1.4 Goals
The main objectives to develop this website are as follows: (i) To provide Online registration facility: Complaint registration facility and other services will be fulfilled online that will reduce the required time and manual efforts. (ii) To reduce paper work through database: Paper work will be reduced by storing all information regarding complaints details, Staff members details and feedback information with their latest updates in database. (iii) To provide easy record maintenance: Perform any kind of modification will be easy by updating database regularly. (iv)To provide record security: Record security will be maintained by allowing only authorized users to access them. (v) To save records for longer time: Large number of records will be stored in large database and easily accessible at any time. (vi)To provide document authentication: Concept of digital signature is used for document authentication. 1.5 Tools In the Project following Technologies have been used: 1.5.1 Languages Used for WebPages designing: (i) HTML: HTML stands for Hypertext Markup Language, is the

predominant markup language for web pages. HTML is the basic building-blocks of WebPages.HTML documents are composed entirely of HTML elements that, in their most general form have three components: a pair of tags, a "start tag" and "end tag"; some attributes within the start tag; and finally, any textual and graphical content between the start and end tags, perhaps including other nested elements. The HTML element is everything between and including the start and end tags. Each tag is enclosed in angle brackets. (II) Java Server Pages

JSP is mainly used for providing web based user interface. Other use of JSP is that we are able to use java code and HTML code simultaneously. Java Server Pages technology enables to mix regular, static HTML with dynamically generated content from servlets. 1.5.2 Platform Used: Front End: Java Net Beans IDE: It is an IDE is an open-source integrated development environment. Net Beans refers to both a platform framework for Java desktop applications, and an integrated (IDE) for developing with Java, JavaScript, PHP, Python, Ruby, Groovy, C, C++, Scala, Clojure, and others. The Net Beans IDE is written in Java and can run anywhere a JVM is installed, including Windows, Mac OS, Linux, and Solaris. A JDK is required for Java development functionality, but is not required for development in other programming languages. Applications can

install modules dynamically. Any application can include the Update Center module to allow users of the application to download digitally-signed upgrades and new features directly into the running application. Reinstalling an upgrade or a new release does not force users to download the entire application again.
Back End: MySQL Database A database is a structure that comes in two flavors: a flat database and a relational database. A relational database is much more oriented to the human mind and is often preferred over the flat databases that are just stored on hard drives like a text file. MySQL is a relational database. In a relational structured database there are tables that store data. The columns define which kinds of information will be stored in the table. An individual column must be created for each type of data you wish to store. MySQL is a relational database management system (RDBMS) that runs as a server providing multi-user access to a number of databases. MySQL can be built and installed manually from source code, but this can be tedious so it is more commonly installed from a binary package unless special customizations are required. Though MySQL began as a low-end alternative to more powerful proprietary databases, it has

gradually evolved to support higher-scale needs as well. It is still most commonly used in small to medium scale single-server deployments.

CHAPTER 2 SYSTEM DEVELOPMENT LIFE CYCLE

The

Software

Development

Life

Cycle in systems

engineering, information

systems and software engineering, is the process of creating or altering systems, and the models and methodologies that people use to develop these systems. The concept generally refers to computer or information systems. Emphasis on this article (SLDC) is on man-made technological life-cycle. But there are many other life-cycle models to choose from. This includes ecological life cycles, for every life cycle, whether biological or technological, has a beginning and an end. In software engineering the SDLC concept underpins many kinds of software development methodologies. These methodologies form the framework for planning and controlling the creation of an information system the software development process. 2.1 System Development Life Cycle phases It consists of a set of steps or phases in which each phase of the SDLC uses the results of the previous one. A Systems Development Life Cycle (SDLC) adheres to important phases that are essential for developers, such as planning, analysis,design, and implementation, and are explained in the section below. A number of system development life cycle (SDLC) models have been created: waterfall, fountain, spiral, build and fix, rapid prototyping, incremental, and synchronize and stabilize. The oldest of these, and the best known, is the waterfall model: a sequence of stages in which the output of each stage becomes the input for the next. These stages can be characterized and divided up in different ways, including the following

Project planning, feasibility study: Establishes a high-level view of the

intended project and determines its goals.

Systems analysis, requirements definition: Defines project goals into

defined functions and operation of the intended application. Analyzes end-user information needs. 5

Systems design: Describes desired features and operations in detail, including

screen layouts, business rules, process diagrams, pseudocode and other documentation.

Implementation: The real code is written here. Integration and testing: Brings all the pieces together into a special testing

environment, then checks for errors, bugs and interoperability.

Acceptance, installation, deployment: The final stage of initial development,

where the software is put into production and runs actual business.

Maintenance: What happens during the rest of the software's life: changes,

correction, additions, moves to a different computing platform and more. This, the least glamorous and perhaps most important step of all, goes on seemingly forever.

Not every project will require that the phases be sequentially executed. However, the phases are interdependent. Depending upon the size and complexity of the project, phases may be combined or may overlap. 2.2 System analysis The goal of system analysis is to determine where the problem is in an attempt to fix the system. This step involves breaking down the system in different pieces to analyze the situation, analyzing project goals, breaking down what needs to be created and attempting to engage users so that definite requirements can be defined. Requirements analysis sometimes requires individuals/teams from client as well as service provider sides to get detailed and accurate requirements; often there has to be a lot of communication to and from to understand these requirements. Requirement gathering is the most crucial aspect as many times communication gaps arise in this phase and this leads to validation errors and bugs in the software program. 2.3 Design

In systems design the design functions and operations are described in detail, including screen layouts, business rules, process diagrams and other documentation. The output of this stage will describe the new system as a collection of modules or subsystems. The design stage takes as its initial input the requirements identified in the approved requirements document. For each requirement, a set of one or more design elements will be produced as a result of interviews, workshops, and/or prototype efforts. Design elements describe the desired software features in detail, and generally include functional hierarchy diagrams, screen layout diagrams, tables of business rules, business process diagrams, pseudocode, and a complete entity-relationship diagram with a full data dictionary. These design elements are intended to describe the software in sufficient detail that skilled programmers may develop the software with minimal additional input design. 2.4 Testing The code is tested at various levels in software testing. Unit, system and user acceptance testings are often performed. This is a grey area as many different opinions exist as to what the stages of testing are and how much if any iteration occurs. Iteration is not generally part of the waterfall model, but usually some occur at this stage. In the testing the whole system is test one by one Following are the types of testing:

Defect testing the failed scenarios, including defect tracking Path testing Data set testingdata intergration Unit testing System testing Integration testing Black box testing White box testing Regression testing Automation testing User acceptance testing 7

Performance testing

The deployment of the system includes changes and enhancements before the decommissioning or sunset of the system. Maintaining the system is an important aspect of SDLC. As key personnel change positions in the organization, new changes will be implemented, which will require system updates.

CHAPTER 3 REQUIREMENT ANALYSIS PHASES

This chapter analyses the various use-case scenarios of this system and hence devises a new way of Online Registration of Computer Repair and Maintenance where the users from various departments can come and enter their complaints. It includes the description of the various users in the system and the benefits of having them in the system. Requirement analysis is a software engineering task that bridges the gap between system level requirement engineering and software design. Requirement analysis activities result in the specifications of the softwares operational characteristics like function, data and behavior, indicate softwares interface with other system elements and establish constraints that software must meet. Requirement analysis allows the software engineer and analyst to refine the software allocation and builds model of the data, functional and behavioral domains. Requirement analysis provides the software designer with a representation of information, interface and component-level designs. The objective of system analysis is to develop a model that describes computer software it works to satisfy a set of customer-defined requirements. This analysis builds a multi-part analysis model to satisfy this objective. The analysis model depicts information, function, and behavior within the context. In section 3.1 system requirements are described. 3.1 System Requirement 3.1.1 Functional Components (i) To facilitate easy maintenance of records of the institute. (ii) To check details of student and faculty. (iii) To facilitate preparation of records in the mechanized process (iv) Quick access of all records. (v) Reduce manual work.

3.1.2 Hardware requirements

(i) Processor (ii) RAM (iii) Hard Disk : 64-bit dual core processor : 512 MB of RAM or more :40 GB disk space

3.1.3 Software requirements (i) Operating System (ii) Front-End (ii) Back End (iii) Browser (Any) 3.2 Feasibility study A feasibility study is an evaluation of a proposal designed to determine the difficulty in carrying out a designated task. Generally, a feasibility study precedes technical development and project implementation. In other words, a feasibility study is an evaluation or analysis of the potential impact of a proposed project. 3.2.1 Technology and system feasibility Technical feasibility deals with the study of function, performance, and constraints like resources availability, technology, development risk that may affect the ability to achieve an acceptable system. It identifies whether the work can be done, whether technology used is compatible or not with current system. Since the candidate system will be developed using Java. Therefore it is compatible and supported by most of the contemporary and generally used operating system. The assessment is based on an outline design of system requirements in terms of Input, Processes, Output, Fields, Programs, and Procedures. This can be quantified in terms of volumes of data, trends, frequency of updating, etc. in order to estimate whether the new system will perform adequately or not. Technological feasibility is 10 : : : : Microsoft Windows 2000 or above Java (JSP, Java Script, and Servlets), HTML MySql Internet Explorer, Mozilla, Google chrome

carried out to determine whether the company has the capability, in terms of software, hardware, personnel and expertise, to handle the completion of the project The technical issues investigated during the study are as under:1. The technology for implementation of the project system is readily available. 2. The system is capable of expansion. 3. The proposed system will provide adequate accuracy, reliability and data security 3.2.2 Economic feasibility One of the factors, which affect the development of a new system, is the cost it would incur. The existing resources available are sufficient for implementing the proposed and hence no extra cost has to be incurred to run the system developed. Thus, the system is financially feasible. Economic analysis is the most frequently used method for evaluating the effectiveness of a new system. More commonly known ascost/benefit analysis, the procedure is to determine the benefits and savings that are expected from a candidate system and compare them with costs. If benefits outweigh costs, then the decision is made to design and implement the system. An entrepreneur must accurately weigh the cost versus benefits before taking an action. Cost-based study: It is important to identify cost and benefit factors, which can be categorized as follows: 1. Development costs; and 2. Operating costs. This is an analysis of the costs to be incurred in the system and the benefits derivable out of the system. Time-based study: This is an analysis of the time required to achieve a return on investments. The future value of a project is also a factor. 3.2.3 Legal feasibility Determines whether the proposed system conflicts with legal requirements, e.g. a data processing system must comply with the local Data Protection Acts. 3.2.4 Operational feasibility Operational feasibility is a measure of how well a proposed system solves the problems, and takes advantage of the opportunities identified during scope definition

11

and how it satisfies the requirements identified in the requirements analysis phase of system development. There in no difficulty in implementing the system, if the user has the knowledge of internal working of the system. Therefore, it is assumed that he will not face any problem in running the system. The main problem faced during development of a new system is getting acceptance from the users. 3.2.5 Schedule feasibility A project will fail if it takes too long to be completed before it is useful. Typically this means estimating how long the system will take to develop, and if it can be completed in a given time period using some methods like payback period. Schedule feasibility is a measure of how reasonable the project timetable is. Given our technical expertise, are the project deadlines reasonable? Some projects are initiated with specific deadlines. You need to determine whether the deadlines are mandatory or desirable. 3.2.6 Behavioral feasibility The candidate system is found to be Efficient Time saving Accurate Secure and reliable

3.3 Requirement Analysis and Specifications Requirements analysis in systems engineering and software engineering, encompasses those tasks that go into determining the needs or conditions to meet for a new or altered product, taking account of the possibly conflicting requirements of the various stakeholders, such as beneficiaries or users. Requirements analysis is critical to the success of a development project. Requirements must be documented, actionable, measurable, testable, related to identified business needs or opportunities, and defined to a level of detail sufficient for system design. Requirements can be functional, non-functional, structural, and architectural. Requirements cover the discovery, documentation, and analysis of functions to be implemented in software. Requirement analysis is a critical activity on any software 12

project because if you dont get the requirements right, your project will fail no matter how well you perform all other activities. Getting requirements right has proven to be one of the more difficult areas of software engineering. This is due to requirement analysis being, open ended in nature, the interfaces with many different project participants, and the fact that time spent on requirements is often short-changed based on the mistaken idea that projects should move on to design and construction as fast as possible. 3.4 Functional Description Functional description of any project is a greater relevance in term of scope and scalability of project. In this section we give a detail description about how the system functions will work and what functionality it will be providing. 3.4.1 Functional Requirement: Functional requirements define the internal workings of the software: that is, the calculations, technical details, data manipulation and processing and other specific functionality that show how the use cases are to be satisfied. They are supported by non-functional requirements, which impose constraints on the design or implementation (such as performance requirements, security, quality standards, or design constraints). Functionality: There are many functions that are provided by this software application. They are:1. To provide user to register their compliant with respect to both hardware and software online. 2. To allow users to interact with computer center through Portal. 3. To allow users to see feedbacks related to various registered problem. 4. To see solution of some common problems related with PC. 5. To get answers of FAQs. 6. Provision of Authentication. 7. To get details from intended users of the System and to register only valid users. 13

8. To facilitate Admin and other authorized users to add or modify the contents of system. 9. To provides interface to registered users for accessing different information from system and also supporting features like raising a request, lodging a complaint etc. 10. Admin can keep track of different activities of the users in the system. 3.4.2. Non functional requirement: Non-functional requirements are requirements which specify criteria that can be used to judge the operation of a system, rather than specific behaviors. This should be contrasted with functional requirements that specify specific behavior or functions. Typical non-functional requirements are reliability, scalability, and cost. Nonfunctional requirements are often called the militias of a system. Other terms for nonfunctional requirements are "constraints", "quality attributes" and "quality of service requirements".There are various modules which are integrated into the system 3.5. Information Flow Representation 3.5.1. Use Case Modeling A use case in software engineering that system. In other words, a use case describes "who" can do "what" with the system in question. The use case technique is used to capture a system's behavioral requirements by detailing scenario-driven threads through the functional requirements. Use cases describe system behavior from an actor's point of view as scenario-driven threads through the functional requirements. Within systems engineering, use cases are used at a higher level than within software engineering, often representing missions or stakeholder goals. The detailed requirements may then be captured in SysML requirement diagrams or similar mechanisms. To define the functional and operational requirements of system by defining a scenario of usage agreed upon by the end-user and software engineer. To provide a clear end unambiguous description of how the end-user and the system interact with 14

one another. Use-Case is defined from an actors point of view. An actor is one who plays the role of user or devices as they interact with the software.

Make Complaint

View Complaint

Check Status Of Complaints Staff Member HOD

Give Feedback

View Feedback

Confirm Complaint Admin Engineer name Allot Complaint

Account Setting

Provide Solution

Figure 3.1: Use Case Diagram for online complaint registration for computer repair and maintenance Web Site.

15

3.5.2. Use Case Description 1. Registration:Brief Description - This use case will provide Registration for both head and staff member. Basic Flow User can choose Registration menu for registration. Alternative Flows If user does not register then database doesnt get registration id. Pre-Conditions User must be an employee of institute. Post-Conditions User can get registration id. 2. Login:Brief Description - This use case will provide facility to login into system. Basic Flow User can enter valid id & password and admin can perform all the administration works. Alternative Flows If user doesnt have valid id & password then an error message will be generated. Pre-Conditions:User must have valid id & password. Post-Conditions Admin can maintain records of online complaint registration for computer repair and maintenance Web Site. Staff Member can register complaints. 3. Make Complaint :Brief Description - This use case allow user to register complaint Basic Flow User can register complaints. 16

Alternative Flow If user is not a valid user complaint will not be stored and message displayed. Pre-Conditions User must be registered. Post-Conditions User can perform other work. 4. View Complaint :Brief Description - This use case provides information about complaints. Basic Flow User can view all registered complaints and their status. Alternative Flow If database doesnt contain any information then a message will be generated. Pre-Conditions Database must contain information. Post-Conditions User can perform other work. 5. Check Status of Complaint :Brief Description - This use case provides status information about complaints. Basic Flow User can view status of all registered complaints. Alternative Flow If database doesnt contain any information then a message will be generated. Pre-Conditions Database must contain information. Post-Conditions User can perform other work. 6. Give Feedback:Brief Description - This use case provides functionality for giving feedback .Staff member gives feedback to engineer on satisfactory and non satisfactory account. Basic Flow User can give feedback for a given complaint. Alternative Flow

17

If database doesnt contain any information regarding complaint then a message will be generated. Pre-Conditions Database must contain complaint information. Post-Conditions User can perform other work 7. View Feedback:Brief Description - This use case provides functionality for viewing feedback for all registered complaints Basic Flow User can view feedback for a given complaint. Alternative Flow If database doesnt contain any information regarding complaint then a message will be generated. Pre-Conditions Database must contain complaint information. Post-Conditions User can perform other work 8. Complaints confirmation by HOD:Brief Description - This use case will confirm complaint registered by department staff member by HOD of respective department. Basic Flow HOD view all registered complaints and confirm complaints if satisfied.. Alternative Flows If HOD not satisfied then, reject registered complaint. Pre-Conditions:Complaints should be there for confirmation Post-Conditions Complaint will be confirmed and status of its changes to pending for admin. 9. Allotment of complaints to engineer:Brief Description - This use case will allot complaints to engineer. Basic Flow 18

Admin will maintain list of engineers and allot engineers to complaint Alternative Flows If engineers not available then it remains pending Pre-Conditions:Admin must have list of engineers to be allotted. Post-Conditions Complaint will be allotted to engineers. 10. Account Settings:Brief Description - This use case will allow admin to maintain records and do perform insert, delete, update on user details. Basic Flow Admin will perform insert, delete ,update operation on database Alternative Flows Admin can perform other work Pre-Conditions:Admin must have proper Id for performing this operation Post-Conditions Database will be updated. 11. Engineer Solution:Brief Description - This use case will allow engineer to provide solutions to complaints Basic Flow Engineer will see complaint registered and provide solution to complaint according to user requirements Alternative Flows If engineers not available then it remains pending Pre-Conditions:Engineer should be with proper solution Post-Conditions Proper solution will be provided.

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CHAPTER 4 SYSTEM DESIGN

Design is a meaningful engineering representation of something that is to be built. It can be traced to a customers requirements and at the same time assessed for quality against a set of predefined criteria for good design. Object oriented design transforms the analysis model into a design model thats serves as a blue print for the software construction. We wouldnt attempt to build a house without blueprint. Software design is a process of problem-solving and planning for a software solution. After the purpose and specifications of software are determined, software developers will design or employ designers to develop a plan for a solution. It includes low-level component and algorithm implementation issues as well as the architectural view. Design concepts The design concepts provide the software designer with a foundation from which more sophisticated methods can be applied. A set of fundamental design concepts has evolved. They are: 1. Abstraction - Abstraction is the process or result of generalization by reducing the information content of a concept or an observable phenomenon, typically in order to retain only information which is relevant for a particular purpose. 2. Refinement - It is the process of elaboration. A hierarchy is developed by decomposing a macroscopic statement of function in a stepwise fashion until programming language statements are reached. In each step, one or several instructions of a given program are decomposed into more detailed instructions. Abstraction and Refinement are complementary concepts. 3. Modularity - Software architecture is divided into components called modules. 4. Software Architecture - It refers to the overall structure of the software and the ways in which that structure provides conceptual integrity for a system. A good software architecture will yield a good return on investment with respect to the 20

desired outcome of the project, e.g. in terms of performance, quality, schedule and cost. 5. Control Hierarchy - A program structure that represent the organization of program components and implies a hierarchy of control. 6. Structural Partitioning - The program structure can be divided both horizontally and vertically. Horizontal partitions define separate branches of modular hierarchy for each major program function. Vertical partitioning suggests that control and work should be distributed top down in the program structure. 7. Data Structure - It is a representation of the logical relationship among individual elements of data. 8. Software Procedure - It focuses on the processing of each modules individually 9. Information Hiding - Modules should be specified and designed so that information contained within a module is inaccessible to other modules that have no need for such information.

4.1. Architectural Design Architectural design represents the structure of the data and program components required to build a computer-based system. Architectural design begins with data design and proceeds to the derivation if one or more representations of the architectural structure of the system. The resulting architectural model encompasses both the data architecture and the program structure .The architecture model is subjected to software review like all other design work products. We have chosen object-oriented architecture while designing architectural model. Thus component of the system encapsulate data and the operation that must be applied to manipulate the data. Communication and coordination between the components is accomplished via message. Thus, in this case class is the basic unit of the architecture. So, now we will start from overall system as a whole and then we will discuss organization of the classes and their relationships. Software architecture is representation that enables a software engineer to 1. Analyze the effectiveness of design in meeting stated requirements 2. Consider architectural alternatives 3. Reduce the risk associated with the construction of the software 21

4. Examine the system as a whole

4.1.1 Data Flow Diagram Context Flow Diagram UserID,Complaint s User Complaint Registration System Solutions,FeedBack Complaint Management Administrator

Level 1 DFD Administrator

Administrator Registration Details

User name,Password

View User Details Login Complaint Registrati on System

View Complaints

View Feedback user Add Solutions Feedback

Complaints

22

Level 2 DFD Administrator Complaint View Complaint

Administrator

Login

Engineers Allot engineer

Report Report Generation

User

23

4.1.2 ER Diagram

Comp_ID Last_Acc_Dt Makes

Staff_ID M A N A G E S

Works For

Complaint Status

Name Occupatio n

H as H A D Dept_ID

Comp_ID

Comp_Typ e Ha s

Address

Staff

Department

Regist er

Complaint
Date

Contact No.

Dept_Name

Descriptio n

Time Handl es

Ha s Fdbk_No

Gives

Feedback
Description

Accepted by Time Date

24

4.1.3 Class Diagram Class diagrams are the most common diagram found in modeling object-oriented systems. Class diagram shows a set of classes, interfaces, and collaborations and their relationships.

Figure4.1: Class Diagram for online complaint registration for computer repair and maintenance

25

4.1.4 Activity Diagram The process flows in this system are captured in the activity diagram. Similar to a state diagram, an activity diagram also consists of activities, actions, transitions, initial and final states, and guard conditions.

not a registered user Registered user En te r passw ord and user id Input tries rem ain

Register

No tries rem ain

i nval id

Renter password and userid

staff m em ber

HOD

Adm in

En gineer

Com plaint confirm ation en ter com plaint check status of com plaint Feedback

Allotm ent of com plaints

Handle com pl ai nts

Logout

26

4.2 Interface Design User interface design creates an effective communication medium between a human and interface design principles, design identifies interface objects and actions and then creates a screen layout that form the basis for a user interface prototypes. User interface design begins with the identification of user, task and environmental requirements .Once user task have been identified user scenarios are created and analyzed to define a set of interfaces objects and actions. This form the basic for creation of screen layout that depicts graphical design & placement of icons, definition of decryption screen text specification & titling for windows & specification of major & minor menu item tools are used to prototype & ultimately implement the design model & the result is evaluated for quality. User interface design or user interface engineering is the design

of computers, appliances, machines, devices, software applications, and websites with the focus on the user's experience and interaction. The goal of user interface design is to make the user's interaction as simple and efficient as possible, in terms of accomplishing user goalswhat is often called user-centered design. Good user interface design facilitates finishing the task at hand without drawing unnecessary attention to it. Graphic design may be utilized to support its usability. The design process must balance technical functionality and visual elements (e.g., mental model) to create a system that is not only operational but also usable and adaptable to changing user needs.

27

Sr. No.

Screen Front page of Website for online complaint

Description Shows recently solved Complaints, FAQ,Common h/w and s/w problem etc

1.

registration for computer repair and maintenance

Login page of online complaint registration for 2. computer repair and maintenance Asks for login and password . This window shows user Registration form. Gives option for complaint Registration etc. Confirmation complaints Site maintenance . View complaints allotted . Registers new complaints of new

3. 4. 5. 6. 7. 8.

User Registration window Home page for staff member Home page for HOD Home page for administrator Home page for engineers Complaint registration Window

Figure 4.1 Interface design for online complaint registration for computer
repair and maintenance

28

4.3 Database A database consists of an organized collection of data for one or more uses, typically in digital form. One way of classifying databases involves the type of their contents, for example: bibliographic, document-text, statistical. Digital databases are managed using database management systems, which store database contents, allowing data creation and maintenance, and search and other access. Data Dictionary: mysql> show tables;

Tables_in_complaint Branch Course Designation faculty | program result Student 7 rows in set (0.01 sec) mysql> desc complaint; Type Varchar(20) Varchar(20) Varchar(20) date Varchar(20) Date Varchar(20) Null YES YES YES YES YES YES YES Key Default NULL NULL NULL NULL NULL NULL NULL Extra

Field Name Designation Department Dateofbirth coursetype Dateofappointment Program

7 rows in set (0.00 sec) Field type mysql> desc course; Type varchar(20) Null YES Key Default NULL Extra

29

1 rows in set (0.05 sec) mysql> desc branch; Null YES Key Default NULL Extra

Field Type type Varchar(20) 1 rows in set (0.03 sec) mysql> desc student; Type varchar(20) varchar(20) varchar(20) varchar(20) int(10) varchar(20) varchar(20) Null NO YES YES YES YES YES YES

Field Enroll Name Branch Year Contact Register Password

Key PRI

Default NULL NULL NULL NULL NULL NULL NULL

Extra

7 rows in set (0.00 sec) Field Enroll Sem1 Sem2 Sem3 Sem4 Sem5 Sem6 Sem7 Sem8 mysql> desc result; Type varchar(20) int(20) int(20) Int(20) int(20) int(20) int(20) int(20) int(20) Null YES YES YES YES YES YES YES YES YES Key Default NULL NULL NULL NULL NULL NULL NULL NULL NULL Extra

9 rows in set (0.00 sec) mysql> desc allotdeng; Type varchar(20) int(10) Null YES YES Key Default NULL NULL Extra

Field EmpID CompID

30

2 rows in set (0.01 sec)

31

CHAPTER 5 TESTING
Computer repair and maintenance is a web portal used for the registration of computer related complaints and giving feedback for the services provided by the engineers. This is implemented using JSP pages and SERVLETs as frontend and MYSQL as backend for storing data. 5.1 Modules: Website for online complaint registration for computer repair and maintenance works on four modules.
Complaint Registration: -Staff member of department registers complaint. Complaint confirmation: - Complaint registered by staff member gets

confirmed by HOD.
Complaint allotment: -Admin can allot complaint to engineers. Complaint status: - Staff member will change the status of complaint when

satisfied. User can also view the status of complaints. There are four main actors in this website Staff member, HOD, Engineer and Admin. The website is divided into four main modules as per the respective actors: Complaint registration: Staff members from different department can register their respective complaints and inform their HOD for the confirmation of those complaints. For this we had designed a JSP in which staff member enters details of complaints like complaint type, description and then by using servlet details are stored in the database. Confirmation of Complaint: Complaint registered by staff member is confirmed by HOD of the department. For this JSP page is displayed with complaint details and on clicking complaint ID full complaint is displayed on the form .HOD changes the status of complaint and on clicking submit complaint status gets changed and complaint is stored in database using servlet.

Check Status of complaints: Staff members and HOD can view all registered complaint of their department and can regularly check the status of his registered 32

complaints that they are solved or not. To implement this a JSP is used in which some details of complaints are shown like complaint ID and type. Various hyperlinks are provided by which we can view the full details of the complaints. We can also generate reports about complaints. Allotment Of complaints to engineer-Complaints pending for admin is displayed and then available engineers are checked by clicking on check engineer button.Engineers detail is displayed with their number of complaints and allot option.On Using allot option complaint is allotted to engineer using servlet and data is stored in database in allotted engineer table. Give solution to registered complaints- Engineer provides solution to complaint using this option Complaint is displayed and solution is asked to fill details. Give Feedback: Staff member can give feedbacks for various complaints registered by him. For this JSP is used in which full complaint is displayed with a feedback option on it and upon clicking on feedback hyperlink another JSP is displayed that ask to enter various feedback details. On filling full details on it the data is then stored in database using servlet. View Feedback: Staff member can view all the feedbacks associated with complaints. For this a JSP is designed by which we can display all the complaints with a hyperlink of feedback. When clicking on this hyperlink another JSP is opened that display all the details of associative feedbacks of the complaints. Admin : Manage User account-Admin can perform add, delete ,update operation on staff member details.For this jsp page is displayed with different option like add, delete and update. On clicking on add another jsp page is diaplayed which asks for details after filling all details data is stored in database. On clicking delete option JSP page asked for employee id to delete record and after getting ID Staff member data is deleted. And on clicking update option page with Employee id and name is displayed .On clicking ID full detail is displayed on and we can edit information and submit detail using servlet.

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Send mail to engineer Admin sends mail to engineer for not solving complaint in given duration of 15 days. In that case mail is send to engineers email id by admin. For this first of all complaints are displayed that are not solved on time. Check boxes are selected on the jsp page to send mail to those engineers. After selecting engineer and clicking on sendmail button page is displayed which ask to fill subject and details for mail. On clicking sendmail button mail is send to respective engineer using java mail api and java activation frame work. Manage Inventory: Admin can perform add, delete, update and view inventory items operation. On clicking add option jsp page is displayed and ask to fill item details and submit stores item details into database. On clicking delete option jsp page is displayed and ask to fill item number and delete button click deletes item details from database. And on clicking update option page, with item no and name is displayed .On clicking ID full detail is displayed on and we can edit information and submit detail using servlet changes are reflected into database. 5.2 Test Cases Snapshots:
Registration form:

Fill all necessary details in the registration form:

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If details are not properly inserted or fields are left empty ,then error messages are displayed as shown below:

If Wrong login id or password is inserted ,then the below page is displayed.

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Complaint Registration form filling:

If wrong information or field are left empty ,then message box is displayed as shown below:

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Report generation: If requested data is not available in data base then ,table are shown empty

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CHAPTER 6 SCREEN SNAPSHOTS

User Manual for Portal: 1. Open the website by typing URL on the URL bar.http:\\localhost\complaintregistration\index.jsp.

2. Home page of Website for online complaint registration for computer repair and maintenance is displayed. 3. Click on REGISTER button, if you are not a registered user. 4. Click on LOGIN button, if you are already a registered user.

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Registration Process: 1. After clicking on REGISTER button user registration form will be displayed. 2. Fill all necessary details in the form. 3. Click on submit button, if your form is successfully submitted you will be registered to the website and can login any time. Login Process: 1. After clicking on the LOGIN button login form will be displayed. 2. Enter your Login ID and Password and click on Login button. 3. User specific home pages will be displayed; following are the four user specific home pages: Staff Member Head Of Department 39

Administrator Engineer

Staff Member Home Page: If you are a staff member the following options will be displayed:

Register new complaint: Click on this option to register a new complaint after clicking on it, complaint registration form will be displayed. Fill the necessary details and click on submit button to complete the registration process.

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Check Status of complaints: Clicking on this option , a staff member will be allowed to check the status of all the complaints that are registered by that member.Firstly few details of complaint is displayed ,on clicking complaint type of particular complaints,user will get full details of it.

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History of complaints : Clicking on this option a staff member can see the details of the complaints registered by all the members of the department.

Give feedback: A staff member can give feedback of different complaints that are registered by that member in response to the solution given by engineer. 42

Engineer Home Page:

If you are an Engineer, you will have following options to click on:

View Complaints: Clicking on this option , an engineer can see all the complaints details registered by different members of all the departments. 43

Give Solution: Clicking on this option an engineer is allowed to give solutions of the complaints that are given to him by the administrator.

Head of the Department Home page: 44

If you are HOD ,you will have following options to click on:

Confirmation Of Registered Complaints:HOD is given right to confirm all the complaints registered by his department. After confirmation by HOD only the complaints are forwarded to administrator for further processing.

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Register new Complaint: Click on this option to register a new complaint after clicking on it, complaint registration form will be displayed. Fill the necessary details and click on submit button to complete the registration process

History of Complaint :Clicking on this option HOD can see the details of all the complaints registered by the staff members of his department.

Give Feedback:By clicking in this option,an HOD can feedback for all the solution given by engineer in response to the complaint registered by him..

Check status of Complaint: Clicking on this option , a staff member will be allowed to check the status of all the complaints that are registered by him.Firstly few details of complaint is displayed ,on clicking complaint type of particular complaints,HOD will get full details of it

Administrator Home Page

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If you are an Adminstrator,you will have following options to click on:

View new Complaints registered by User:Clicking on this option all the complaints registered by the staff member of the HOD Department will be displayed.

Allot Engineer: Clicking on this option ,an admin is allowed to see all the details of the registered complaints.after this click on ALLOT option of 47

specified complaint to see the details of Available Engineers and allot the complaints.

Manage User Account:An Admin is given rights to add,delete and update users from the system by clicking on this.

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View Status of Complaints: Clicking on this option , an admin will be allowed to check the status of all the complaints that are registered by the staff members. Firstly few details of complaints are displayed ,on clicking complaint type of particular complaints,user will get full details of it.

Send Mail to unanswered complaint:

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Manage Inventory:

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Other Options on home page: Common Hardware and software problems: Clicking on this hyperlink User can view different hardware and software problems that commonly occurs.

FAQs: Clicking on this option User can view frequently asked questions 51

Contact: Clicking in this option gives detail of the site developer.

Help: Click on this option provides help for visiting site.

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CHAPTER 7 CONCLUSION
7.1 Inference In this project a website for online complaint registration for computer repair and maintenance has been designed and developed. It has been designed for an intranet i.e. for a small organization or any Institute/College for registering complaints related to hardware and software problems. The website helps the user by suggesting the solutions for simple problems. 7.2 Features The developed website has many useful features such as, Online registration of complaints. Secure registration and profile management facilities for users. Report generation for : 54

-Complaint registered by a department. -Solved complaints. -Pending complaints. -Complaint registered by a specific user. -Inventory items. -Machine specific reports Feedback mechanism, so that complaint registrant can give feedback for the service which has been provided by the complaint handler. Send mail to engineers if the complaints are not answered on time. To provide direct link for related to computer repair and maintenance

This Website is beneficial for staff members of various department and engineers. From this staff member can register their complaints online and need not to do any manual efforts. Engineers can provide solution online and review feedback. 7.3 Limitation This is an organization specific website and it can only work on Intranet. Additional functionality like chatting is not available in our system. Searching option is not available.

7.4 Future Work In future this website can be enhanced to work on Internet with additional functionalities like chatting and searching options. Also feedback mechanism can be made secured with the help of digital signature implementation.

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REFERENCES
[1] H.M.Dietal, P.J. Dietal, JAVA How to Program, 6th Edition 2005. [2] Herbert Schildt Java2 the complete reference 7th Edition, TATA McGraw-

Hill 2005.
[3] Roger S. Pressman Software Engineering 5th Edition 2001. [4] Ivan Bayross, SQL, PL/SQL 3rd Edition 2006.

Online Resource [1] http://www.sunjava.com/ [2] http://www.w3schools.com/java_tutorials/ [3] http://www.w3schools.com/

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USER MANUAL

Installation:
1. Mysql Installation: 1. Download MySQL 5.0 Community Server - Generally Available (GA) Release by clicking on http://dev.mysql.com/downloads/mysql/5.0.html#downloads 2. Install MySQL 3. Configure the MySQL server instance. 4. Once the MySQL database is installed follow the below given steps for limiting account resources.

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2. Netbeans Installation 1. After the download completes, run the installer. 2. To choose the tools and runtimes to install, perform the following steps at the Welcome page of the installation wizard: a. Click Customize. b. In the Customize Installation dialog box, make your selections. c. Click OK. 3. At the Welcome page of the installation wizard, click Next. 4. At the License agreement page, review the license agreement, select the acceptance checkbox, and click Next. 5. At the NetBeans IDE installation page, do the following: a. Accept the default installation directory for the Net Beans IDE or specify another directory.

b. Accept the default JDK installation to use with the NetBeans IDE or select a different installation from the drop-down list. If the installation wizard did not find a compatible JDK installation to use with the Net Beans IDE, your JDK is not installed in the default location. In this case, specify the path to an installed JDK or cancel the current installation, install the required JDK version, and restart this installation. c. Click Next.

1. If the Glassfish V2 UR2 application server installation page opens, do the following: 2. If the Apache Tomcat installation page opens, accept the default installation directory or specify another installation location. 3. At the Summary page, verify that the list of components to be installed is correct and that you have adequate space on your system for the installation. 58

4. Click Install to begin the installation.

3. Class Libraries: Sending mail SendMailUsingJavaFromNetBeans

Getting Started

Open the NetBeans 6.1 IDE. Pretty fast than previous releases. Took about only 14.35 seconds on my machine.

Creating Project

Go to File > New Project Under Categories, choose Web and then select to create a simple Web Application. Click Next and Type in Project Name as JavaMail. Be sure to select Glassfish as your server. Click Finish and allow NetBeans to create files for your project.

Writing Source Code

Now, index.jsp opens up in the editor by default. Copy and paste the following code in your {index.jsp} file. It simply creates a HTML form that asks for the receiver's email address, subject and message body of the email.

Save it and it looks like-

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Now, we create a bean in which we store all the mail related information : sender's email id and password and receiver's email id, subject and message body of the email and the name of the smtp server that we use to send email.

Using Wizard

Right-click the project node and select New > Java Class A wizard like the following appears, fill in the Class Name as Mail and Package Name as jMail

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Using JavaMail API

Now, we make use of the JavaMail API and send mail using the following code. But before doing that, import the required packages.

import javax.mail.*; import javax.mail.internet.*; import java.util.*;

Now, as you has already noticed, NetBeans is showing errors showing that it doesn't know of javax.mail package even if you have correctly downloaded and installed the JAF and JavaMail API. To make NetBeans aware of the existence of these packages, perform the following steps:

Right click the project node (JavaMail), click Properties to change properties of the project. Now go to Libraries Tab (since we need to add jar files to our project).

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Click on Add JAR/Folder Button. A window opens up. Browse to the location where you have installed/unzipped your JavaMail API and then include following jar's;

activation.jar pop3.jar mail.jar mailapi.jar smtp.jar If you do not perform this step, then NetBeans will not recognize JAF and JavaMail classes and hence will not compile the program given below which makes use of classes such as Message, Session, Transport etc.

Compile your program to check whether you have been able to successfully include these jar files or not. 62

Implement sendMail()

Now, the main function

sendMail( ), which is actually responsible for sending mail:

Save the file and compile it. Now add another JSP, name it sendMail.jsp Add the following code to it that instantiates

JavaBean Object and set properties of {JavaBean} using the parameters passed to it using index.jsp

The main point to note here is the value of smtpServ that we have passed. Here, we are using a gmail id, so its smtp server name should be used, which is "smtp.gmail.com".

If you want to use your own email id, then you have to make few changes as specified above and also change the value of smtpServ property to your smtp server name.

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