A

PROJECT REPORT
ON

Advanced Help Desk Automation

Submitted to JAWAHARLAL TECHNOLOGICAL UNIVERSITY for the partial
fulfillment of the Requirement for the Award of Degree for

MASTER OF COMPUTER APPLICATIONS

SUBMITTED BY

K. Pruthvi Kumar Reddy

( Ht. No: 07N21F0027 )

NETAJI INSTITUTE OF ENGINEERING AND TECHNOLOGY

Toopranpet, Choutuppal, Nalgonda
(Affiliated to Jawaharlal Technological University, Approved by AICTE
&Govt. of A.P)
JUNE-2010.

Netaji Institute of Engineering

and Technology
(Affiliated to Jawaharlal Technological University,
Approved by AICTE &Govt. of A.P)

DEPARTMENT OF COMPUTER SCIENCE

CERTIFICATE
This is to certify that the project entitled ADVANCED
HELP DESK AUTOMATION is the bonafide work of K.PRUTHVI
KUMAR REDDY bearing the H.T.No 07N21F0027 submitted to
Jawaharlal Technological University in partial fulfillment of the
requirements for the award of degree of MASTER OF COMPUTER
APPLICATIONS during the year 2009-2010.
The results embodied in this dissertation have not been
submitted to any other university of institute for the award of any
degree of diploma.

Principal

External

Lecturer-In-charge

ACKNOWLEDGEMENT
The successful completion of any task would be incomplete
without mentioning all those people who made it possible, the constant and
encouragement, crowns the efforts with success.
I wish many thanks to Mrs. Parvath Reddy, Director, Netaji
Institute of Engineering and Technology, Chouttuppal for providing guidance
through out the course
I wish many thanks to Mrs. E.L.Nagesh, Principle, Netaji
Institute of Engineering and Technology, Chouttuppal for providing guidance
through out the course
I express my thanks to Mrs. Shekar, M.C.A. Head of Department
of Computer Science for his grate encouragement and support.
I am thanking full to my project coordinator Mrs.Ashwini and
Project Guide Mr.Mohd.Taqiuddin. For this constant motivation and valuable
help through the project work from i2labs software solutions.
I am indebted to my well wishers and friends who encouraged
me in successful completion of the project.

DECLARATION

I K.PRUTHVI KUMAR REDDY (07N21F0027) here by declare

that the project report entitled ADVANCED HELP DESK AUTOMATION
done by me under the guidance of Mr.Taqiuddin and Mrs.Ashwini.
I2labs Technologies Pvt.Ltd., is submitted in partial fulfillment of
the recruitments for the award of degree in master of computer applications.

Date:
Place:

K. Pruthvi Kumar Reddy

(07N21F0027)

S.No

Contents

1.
2.
3.
4.

Project Abstract
Organization Profile
Cost Estimation
Effort Estimation

Page No.
1
2
4
4

5.

SRS
5.1 Introduction
5.1.1 Purpose
5.1.2 Scope
5.1.3 Definition, Acronyms and Abbreviations
5.1.4 Software Development Methodology

5.2 System Analysis

5.2.1 Study of the Existing system
5.2.2 Problem in Existing System
5.2.3 Proposed System
5.2.4 Requirement Specification
5.2.4.1 Functional Requirements
5.2.4.1 Non-Functional Requirements

12

5.3 Feasibility Study

5.3.1 Operational Feasibility
5.3.2 Technical Feasibility
5.3.3 Economical Feasibility

15

5.4 System Requirement Study

5.4.1 Software Requirements
5.4.2 Hardware Requirements

18

5.5 User Requirement Document (URD)

5.5.0 Data Flow Diagrams
5.5.1 Use Case Diagram
5.5.2 Look up Table
5.5.3 Use Case Documentation
5.5.4 Activity Diagram

19

5.6 System Design

5.6.1 System Feature & Sequence Diagram
5.6.2 Collaboration Diagram
5.6.3 Data Dictionary
5.6.3.1 ER Diagrams
5.6.3.2 Table Structure
5.6.4 Class Diagram
5.6.5 User Interface Design

62

6.

Coding
6.1 Coding Standards & Guidelines
6.2 Technology Notes
6.2.1Front End
6.2.2Back End
6.2.3Other Tools
6.3Testing and Implementation
6.3.1Test Case Description
6.3.2Result Table

99

107

7.

Conclusion

113

8.

Future Enhancements

113

9.

Bibliograph y

114