CSSE Systems Administrator Website

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Dec 4, 2013 (3 years and 7 months ago)

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CSSE Systems Administrator Website

Richard Alverson

Lauren Goff



Abstract

A
well
-
designed, user
-
friendly
trouble ticket submission and tracking system will useful
to the C
omputer
S
cience and
S
oftware
E
ngineering

(CSSE)
department for providing a more
official means of requesting
IT
-
related help,
reporting system
-
related trouble, organizing and
tracking trouble resolutions, as well as decreasing the response time to help requests.
For

designing and developing
the
trouble

ticket system
, the Extreme Programming (XP) software
development process will be used as the pair programming concepts
of XP

will aid the
developers
in

having a full grasp of the project source as well as minimizing bugs introduced
through developer error
.



Task Scenarios

1.

User reports a trouble

a.

The user visits the user
login page for the CSSE trouble tickets system and enters
their credentials and logs in.

b.

The user clicks the link to submit a new trouble ticket.

c.

The user enters a subject for the trouble, the username for who they are reporting
the issue, and additional details describing the trouble and clicks submit.

2.

User alters a trouble ticket

a.

The user visits the user login page for the CSSE trouble tickets sy
stem and enters
their credentials and logs in.

b.

The user clicks the link to edit an existing trouble ticket.

c.

The user filters the tickets based on selected criteria and clicks to edit the ticket
sought.

d.

The user edits the ticket details and updates the tick
et.

3.

Admin
alters a trouble ticket

a.

The admin visits the user login page for the CSSE trouble tickets system and
enters their credentials and logs in.

b.

The admin clicks the link to view trouble tickets.

c.

The list of tickets is displayed, and the admin may
filter the tickets based on
selected criteria
.

d.

The admin edits the ticket details and updates the ticket.



Task Scenario Functional Requirements

1.

User reports a trouble

a.

The system will support Auburn global usernames and passwords.

b.

The system will
determine and store first and last name based on the username.

c.

The system will automatically store the time of day that the ticket was created.

2.

User alters a trouble ticket

a.

The system will allow simple sorting and filtering based on entered date, subject,
and ticket status.

b.

The

system will display data in a compact and intuitive manner

and deliver the
alter ticket form data on demand
.


3.

Admin views trouble ticket list

a.

The system will allow the admin to select a priority for the trouble ticket.

b.

The system wil
l allow the admin to update the status of the ticket.


c.

The system will allow the admin to add admin comments to the trouble ticket.


Hardware Requirements



There are no hardware requirements from CSSE as the Office of Information Technology
(OIT) will host
and manage the web server and database.



In order to report or manage trouble tickets, a device
having

a mainstream resolution

(i.e.
having over 5% of the market share)

will be required.


Software Requirements



There are no Software Requirements from the
CSSE to host the web server and database.



In order to manage the source code and database, a development tool capable of
connecting to the

Microsoft

IIS
web server and editing the source code will be required
(e.g. Microsoft Visual Studio 2008, Microsoft E
xpression Web, Microsoft Visual Web
Developer 2008 Express Edition, etc.)
.



In order to manage the data in the database, a database client capable of connecting to
and issuing queries to the Microsoft SQL Server 2000 database will be necessary (e.g.
Enterpr
ise Manager, Microsoft SQL Server Management Studio Express, etc.).



In order to report trouble tickets a mainstream

web browser
(i.e. having over 5% of the
market share)
will be required.






Data Dictionary


Ticket


A request that is sent by an individ
ual to identify IT trouble.

Priority


the urgency of the trouble that is identified in a ticket.

Administrator


the IT administrator responsible for resolving problems in the tickets.



Software Development Process


Extreme Programming (XP)




Gantt
Chart




















Wire Frame Updates

1.

Additions

a.

Weekly Digest
Weekly Statistics Email (Admin)
Weekly Ticket Statistics:
3 Resolved; 2 In progress; 1 Not Started
For User
Subject
Date
Resolved Tickets:
In Progress Tickets:
Not Started Tickets:
User Comment
For User
Subject
Date
User Comment
For User
Subject
Date
User Comment
For User
Subject
Date
User Comment
For User
Subject
Date
User Comment
For User
Subject
Date
User Comment
Additional Details:
https://
fp.auburn.edu/name/page.aspx?d=20090114



b.

Monthly Digest
Monthly Statistics Email (Admin)
Monthly Ticket Statistics:
3 Resolved; 2 In progress; 1 Not Started
For User
Subject
Date
Resolved Tickets:
For User
Subject
Date
For User
Subject
Date
In Progress Tickets:
For User
Subject
Date
For User
Subject
Date
Not Started Tickets:
For User
Subject
Date
Additional Details:
https://fp.auburn.edu/name/page.aspx?d=200901


2.

Alterations

a.

Original Version

Links
View Current Tickets / Status (Admin)
Page Title
Instructions
Filter Criteria
Urgency
Status
Edit >
Subject
Edit >
Edit >
<Drop down with Ticket Details>
Date
Urgency
Status
Subject
Date
Urgency
Status
Subject
Date


b.

Updated Version

Links
View Current Tickets / Status (Admin)
Page Title
Instructions
Filter Criteria
Priority
Status
Edit >
Subject
Edit >
Edit >
<Drop down with Ticket Details>
Date
Priority
Status
Subject
Date
Priority
Status
Subject
Date