E-Care System

CONTENTS

1. ABSTRACT
2. INTRODUCTION
3. DESIGN PRINCIPLES & EXPLANATION
3.1. MODULES
3.2. MODULE DESCRIPTIOIN
4. PROJECT DICTIONARY
4.1. DATAFLOW DIAGRAMS
4.2. E-R DIAGRAMS
4.3. DATA DICTIONARY
5. FORMS & REPORTS
5.1. I/O SAMPLES
6. BIBILIOGRAPHY

1. Abstract
E-care is customer care management system. E-care is
called as E-desk or Help Desk System. It is so called as Help Desk
System because it tries to solve all the HD (helpdesk) problems, which
are coming from the users of E-care. E-care will take care of every
request coming from their users and try to solve and produce the
solution of the particular request. E-care also will store the responses
for the future use.
E-care contains six main members who play very important
role in this Help Desk System. They include super user, level1
administrator, level2 administrator, level3 administrator, corporate
client user and corporate user (or end-user).
Super user is the chief head of the organization that assigns
first level, second level, and third level administrators. The super user
is responsible for all the three level administrators including the
corporate clients. The Super user is the sole person who is responsible
for creating categories, modules and the support team.
Super user creates new categories only if HD problems
dont belong to those categories present in E-care and similarly with
the creation of modules. When the super user creates new categories
and modules he will label these categories and modules as levels and
appoint one administrator for each of them. When the super user gets
the HD problem as request he can modify the request or can answer it
by sending solution to the level3 or the support team who is
responsible for messaging the response or the solution to the end-user
(corporate user).
Corporate client is the one who buys E-care product for his
business purpose. He can create corporate users for his product.
Corporate user is the one who has to register himself to the corporate

client before he submits the HD problems to the super user and

corporate user is the actual end-user of the product or service.
Corporate user will register to the corporate client and
corporate client sends all the registration details to the super user, and
after the registration the end-user will submit the HD problems to the
super user. When the super user gets the HD problems he will check
the details of the end-user and send the responses to the support
team who will message the responses to the corporate users.
E-care is very useful for the corporate clients who want
their business to extend world wide i.e., by keeping contact and good
relation with the corporate users who buy their products. The
corporate clients who buy E-care for their business can know what are
the various problems of their product which are coming from their
users so that they improve their products to the user needs. Any user
who knows a little about of the computer can handle e-care.

2. INTRODUCTION
This project mainly deals with automating the task of the Ecare system that helps many end-users to know the solutions for their
request within no time. E-care can be done manually but there may be
problems that have to be faced so to overcome such problems We
need to automate the Help Desk System.
If the system is maintaining the list of all the details of
corporate users and corporate clients manually it will take a lot
of time to retrieve even single information such as retrieving or
deleting single information becomes very difficult task.
The updations for the list such as creating a new creating
new end-user details or creating new corporate client details and
including the details of the categories and the modules that are
created newly by the super user becomes very difficult manually.
Once all information is provided manually it become quit difficult
for updating the records with new information manually, so we
automate the system to overcome all such difficulties.
E-care, which is developed manually, is the
existing system. This system generates and delivers the services to
the end-users, which depends on the response provided by the
support team who actually message the responses to the corporate
users for their requests.

By manually the Help Desk System will face difficulties

while updations and it is time consuming and leads more errors. Ecare automates the tedious job of maintaining the corporate user
details or corporate client details and manages the updations and see
that the responses are sent to the corporate user as soon as possible.
It includes main members like:

Super user

Corporate client

Corporate user

Level1 administrator

Level2 administrator

Level3 administrator or support team.

Super user will manage the entire organization

that

includes

corporate

clients,

corporate

users,

and

level

administrators and also he can create the new categories and also the
modules.
Proposed systems are those that are automated, so
that it is easy to retrieve the responses from the system fastly and
updating the details once the response or services are provided to the
end-users upon their request without any difficulty and saves time.

3. DESIGN PRINCIPLES & EXPLANATION

3.1. MODULES
E-Care [help desk system] is a customer care
management system. The following are the modules related to E-Care
[help desk system] are as follows: -

User module

Super User module

Administration module

3.2. MODULE DESCRIPTIOIN

User Module
In this module user can register themselves to the e-Care if they are
new users, otherwise they can login directly and can then post their
queries to e-Care or e-desk. First user has to register with corporate
client. In order to send request the end-user has to login and the login
details are stored in the database maintained by e-Care system.
Database checks the details of the user, if he is valid then allows the
user to access the help desk system.

Super User module

In this module Super user is the chief head of the Organization who
assigns 1st level and 3rd level administrators. The super user is
responsible for all the three levels administrators including the
corporate clients. The super user is the sole person who is responsible
for creating categories, modules and support team.
Super User will take all the registration details of the Corporate Users
so as to check with the queries which in turn consist of the query and
also the userid.
Super user has the right to remove any level or add
any level and also responsible for creating modules and categories .
Administration module
Depending upon categories and modules created by super user the
three levels are allotted. They are three types of administrator:
Level 1 Administrator: the first level administrator is the one who can
add HD problems to a category created by the super user.
Level 2 Administrators: The second level administrator is the one who
can add HD problems to the modules.
Level 3 Administrators: The third level administrator is a member of
the support team who provides services to the

Corporate clients and corporate users:

Corporate Client user: A corporate client user is the one who buys edesk products. He can create corporate users for his product.
Corporate User: Corporate user is the one who registers himself with
the

corporate

client

and

who

is

the

actual

end-user

product/service.
The product features are as follows:

Create & maintain levels

Create & maintain categories

Create & maintain administrators

Create sub category

Create support team

Assign 1st level administrator to a category

Assign 2nd level administrator to a sub category

Assign 3rd level members to support team

Create corporate client

Activate or inactivate all e-desk members

Check for HD problems submissions

Check solutions in repository

Scheduling of tasks.

of

the

4. PROJECT DICTIONARY
4.1. DATAFLOW DIAGRAMS
Zero Level
Id,password&query

Resposes of Queries
E-care
User

User

Context Level
Id, password&query

Responses of Queries

E-care
User

User

First level
User database

2.0

User details

Client
process

Update
Client_id
Pwd

,id

solvedquery
Super
3.0

1.0

User

Invalid
User

user

Login
process

Administrator
process
userid

4.0
Corporate
user process

User

Second Level 2.0

2.0
client
process
user Details
Query No

Company
Details
2.3

2.2

2.1
add/del/
modify
users

Add, or
Delete
Query

Company
profile

Update

Update

Query
3.0
Update user

Update Profile

Status
Administrator
Process

Admin details

Administration Database

Second Level 3.0

Le
vel data
3.0

3.1 details
Level
Query

3.4

Super
User

create/del/m
odify
levels

Administrator
Process
Query
Details
Details
3.2

3.5

Query
status

modify
Clientcompany
profile

No

3.6
add/delete
client
details

Client details
Administrator Database

Third level 3.2

database
administration

3.2
query
category
status

new
category

3.2.4
Create
1st Level

module

3.2.5
create
2nd Level

Unsolved
Query,
Category
3.2.1

Name

1st Level
Admin

3.2.3

resolved

3rd level
Adminstration

3.3
Messaging
system

details
module
name3.2.2
2nd level
Adminstrator

USER

4.2. E-R DIAGRAMS

C-Id
U-Id
idId

idId

password
nam
e

user

Company
name

type

Registers
as
customer

IdU
idId

password

Corporate
client

Registers

Ticketno

IdC
Super User

IdU
idId

idId
Categor
y
name

Module
name
password

IdS
idId

Flow for Posting Query

Categor
y
name

password
nam
e

IdU
idId

IdU
idId

Ticket
no

usernam
e

Post
quer
y

user

Super User

IdC
Module
name

Support
Team
name

password

Query date

Query_des
Ticket
no
QUERYDETAILS

Description
of
query

IdS
idId

idId

Flow for forwarding the query to the levels

Id C
Module
name

Id U

Ticket
no

Id S
Categorization
And modularize
And messaging

Super User

Category
name
levelid

Levelname

HD Levels

So
lu

User
Y

tio

ns

Remaining Levels

4.3. DATA DICTIONARY

E-care consists of various tables like super login, eloign, registration,

hdlevels,

categories,

hdproblemrequest,

modules,

supportteam,

superuserprofile,

hdemp,

forward,

schedules,

problemhistory,

messages etc.
NOTE:

Primary key is denoted by * for all the database tables.

SUPER LOGIN

SNO

FIELD NAME

TYPE

1*

USERNAME

VARCHAR2(30)

PASSWORD

VARCHAR2(30)

SNO

FIELD NAME

TYPE

1*

USERNAME

VARCHAR2(30)

PASSWORD

VARCHAR2(30)

LOGIN

HD Levels

SNO

FIELD NAME

TYPE

LEVELNAME

VARCHAR2(30)

2*

LEVELCODE

VARCHAR2(30)

HD CATEGORIES
SNO

FIELD NAME

TYPE

CATEGORYNAME

VARCHAR2(30)

2*

CATEGORYCODE

VARCHAR2(30)

STATUS

VARCHAR2(30)

HD MODULES
SNO

FIELD NAME

TYPE

1*

MODULECODE

VARCHAR2(30)

2*

CATEGORYCODE

VARCHAR2(30)

CATEGORYNAME

VARCHAR2(30)

STATUS

VARCHAR2(30)

SUPPORT TEAM

SNO

FIELD NAME

TYPE

1*

SUPPORTCODE

VARCHAR2(30)

MODULECODE

VARCHAR2(30)

CATEGORYCODE

VARCHAR2(30)

TEAM NAME

VARCHAR2(30)

SCHEDULES
SNO

FIELD NAME

TYPE

1*

TICKET

NUMBER

SCHEDULEDATE

VARCHAR2(30)

REGISTRATION
SNO FIELD NAME

TYPE

FIRSTNAME

VARCHAR2(30)

LASTNAME

VARCHAR2(30)

ADDRESS

VARCHAR2(30)

PHONENO

NUMBER

CITY

VARCHAR2(30)

STATE

VARCHAR2(30)

COUNTRY

VARCHAR2(30)

GENDER

VARCHAR2(30)

ZIPCODE

NUMBER

10

EMAILID

VARCHAR2(30)

11

CTYPE

VARCHAR2(30)

12*

USERID

VARCHAR2(30)

13

PASSWORD

VARCHAR2(30)

14

CONFORMATIONPASSWORD

VARCHAR2(30)

15

HINTQUESTION

VARCHAR2(30)

16

HINTANSWER

VARCHAR2(30)

FORWARD
SNO

FIELD NAME

TYPE

1*

TICKET

NUMBER

FROM NAME

VARCHAR2(30)

TO NAME

VARCHAR2(30)

STATUS

VARCHAR2(30)

SUPERUSER PROFILE
SNO FIELD NAME

TYPE

FIRSTNAME

VARCHAR2(30)

LASTNAME

VARCHAR2(30)

ADDRESS

VARCHAR2(30)

PHONENO

NUMBER

CITY

VARCHAR2(30)

STATE

VARCHAR2(30)

COUNTRY

VARCHAR2(30)

GENDER

VARCHAR2(30)

ZIPCODE

NUMBER

10

EMAILID

VARCHAR2(30)

11*

USERID

VARCHAR2(30)

12

PASSWORD

VARCHAR2(30)

13

CONFORMATIONPASSWORD

VARCHAR2(30)

14

HINTQUESTION

VARCHAR2(30)

15

HINTANSWER

VARCHAR2(30)

HD EMPLOYEE
SNO

FIELD NAME

TYPE

LEVELNAME

VARCHAR2(30)

2*

USERID

VARCHAR2(30)

EMPLOYEENAME

VARCHAR2(30)

ADDRESS

VARCHAR2(30)

CITY

VARCHAR2(30)

STATE

VARCHAR2(30)

COUNTRY

VARCHAR2(30)

ZIPCODE

NUMBER

PHONENUMBER

NUMBER

10

EMAILID

VARCHAR2(30)

HD PROBLEMREQUEST
SNO FIELD NAME

TYPE

1*

TICKET

NUMBER

2*

CATEGORYCODE

VARCHAR2(30)

3*

MODULECODE

VARCHAR2(30)

PROBLEMDESCRIPTION

VARCHAR2(30)

LASTSOLUTION

VARCHAR2(30)

6*

USERID

VARCHAR2(30)

PROBLEM REPORT DATE

VARCHAR2(30)

MESSAGES
SNO

FIELDNAME

TYPE

FROM NAME

VARCHAR2(30)

TO NAME

VARCHAR2(30)

SUBJECT

VARCHAR2(30)

MESSAGE

VARCHAR2(30)

SENT DATE

VARCHAR2(30)

PROBLEM HISTORY
SNO FIELDNAME

TYPE

1*

TICKET

NUMBER

PROBLEM DATE

VARCHAR2(30)

PROBLEM DESCRIPTION

VARCHAR2(30)

SOLUTION

VARCHAR2(30)

SOLUTIONBY

VARCHAR2(30)

SOLUTIONDATE

VARCHAR2(30)

STATUS

VARCHAR2(30)

5. FORMS & REPORTS

5.1. I/O SAMPLES

6. BIBILIOGRAPHY

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