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Submitted to: Team member:

Mr. kiran kumar. Monika Tanwer

(8-IT-064)Preeti Panchal

(8-CS-081)

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y 1. Title of the Project

y 2. Introduction

y 3. Objective

y 4. Requirements

y 5. Applications

y 6. Future requirements

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User issue resolution in enterprises is all about resolvingthe users issue i.e. the hurdles which user confront whileperforming any job. These days in every organization lotsof employees are there, organization have their branches indifferent cities. Each branch of an organization is dividedinto groups of persons with a specific level of knowledge orrole in that organization.

End users of IT services can have problem and issues thatshould be sort out. Problems may vary from a receptionistlevel to the CEO of the organization.

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This is one integrated system that covers different kinds of

facilities like Live Chat Support, Remote Desktop Support,call logging and Issue Tracking etc. so that the engineershould show his presence virtually while solving theproblem.

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Hardware Requirements:

y MICROPROCESSOR: PENTIUM IV 1.6 GHz or above.

y

HARD DISK : 80 GBy HARD DISK SPACE: Minimum 50 MB for installation

and running.

y RAM: 512 MB RAM or above for fast execution andreliability.

y PLATFORM:Windows XP, Windows Vista, Windows 7,Windows Server 2K3, Windows Server 2K8, Linux,Solaris.

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Software requirements:

y Designing : HTMLy Scripting Language : Java Scripty Programming : Java (JSE 6)y Web Technology : JEE 5 (JSP)y Server : Apache Tomcat 6.0.18y Database : MS SQL Server 2008y Drivers and Others : ODBC Database

Connectivityy IDE : Dreamweaver CS4

Net Beans 6.8

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In this we are going to include four modules for dealingwith the user and resolving there problems

1)Call logging2)E-mail3)Live chat4)Remote desktop

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In call logging, when the user confront with some issuehe/she having they direct the call to the department, briefthem about their problems.

And leave a request for the engineers for resolving it.

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In case user doesn't have the time to make a call, hemay even leave an e-mail. A automatic reply will b

generated with the request number and will be sentback to the person logging complaint.

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If the issue is not resolved yet then the user is providedan engineer to lively discuss the problem.

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If the engineer is inefficient to solve the users problemfrom live chat, then they have the option to take their pc onremote for confronting the issue. The total control isprovided by the user to the departmental engineer so thatthe user can work easily.

Last, but surely not the least if all the above modules arenot efficient while resolving then physically technician is

sent for the service and fulfill the needs of the user.

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y Providing live chat support capabilities, such as online help orfrequently asked questions so employees can quickly resolve common,routine problems on their own.

y

Centralizing, streamlining, and automating the activities associatedwith issue-handling, and tracking issues from the moment they arereported, until they are resolved.

y

With it, companies can increase collaboration and information-sharing among the various departments that play a role in usersatisfaction, including user service, product development, and qualityassurance, as well as field consultants and support staff.

y This web portal helps resolve technical problems Quicklyit also eliminates the communication bottlenecks that cause issues tobe mismanaged or dropped. And, it can significantly reduce the costsassociated with service and support operations

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y In this project we are working on the intranet but in future we can useit over internet basis.

y We are working on text live chat, but In future there is an advanceswitches to video, audio calls and many more.

y we can develop a client for laptop that should scan in case any drivermalfunctions, can make a text log and can submit it to the customercare if internet access in there, and it should automatically allowremote sessions to authenticated IT professionals.

y It can be modified to judge on its own the level of the complaint and it

will then run few tests accordingly that too without human inputs.y It can be further modified to log the results and send them to the right

department based on its type.

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THANK YOU