A Efficient Way to Request for IT Support through a Mobile Helpdesk System

Chong, Jiang Wei (2022) A Efficient Way to Request for IT Support through a Mobile Helpdesk System. Final Year Project (Bachelor), Tunku Abdul Rahman University College.

Text RSF_Chong Jiang Wei_Fulltext.pdf Restricted to Registered users only Download (3MB)

Abstract

Employees feel frustrated when they are faced with technical issues on their computer while performing their tasks and find it difficult to solve it on their own as it may not be in their field of expertise. James Bessen (2014) conducted a poll and discovered that 33% of the people who were involved in the poll lack technical computer skills. This project aims to provide helpdesk solution for the IT department where the employees problems or tickets can be raised and sent to the system so that the admin can view and assign tickets to an agent to help resolve the issue. The system would act as a central repository to store all the tickets received by the employees so that the tickets can be assigned easily, and any unassigned tickets can be seen and reduce the chances of it being ignored. In this mobile helpdesk system, it covers the functionalities for the employees and agents only. The functions that the employees and agent can access are, but not limited to, login modules, ticket module, AI chatbot module, and profile management module. Admin functionalities are not included in this project as it will be done by another team member, Simon Chen Yi Heng. This project shall utilize the waterfall development model to develop the system. The reason the waterfall model is chosen for this project is because the waterfall model is structured similarly to the timeframe given for this project, a milestone indicates the end of each activity. Unit testing is used and a total of 27 test cases are created to test the functionalities of each module to ensure that it can handle valid, invalid and empty inputs from the users and trigger the appropriate output. A mobile helpdesk system is developed at the end of the project and has tested its functionalities. All the modules of the mobile system function as intended. However, there are instances where the system will crash due to the data needed from the database not fully loaded into the system. Future improvements can be made to fix this issue where a loading alert dialog can be utilized to prevent users from using the system before the required data is fully loaded