CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM PROJECT REPORT
CUSTOMER QUERY MANAGEMENT SYSTEM PROJECT
CUSTOMER QUERY MANAGEMENT SYSTEM PROJECT REPORT
CUSTOMER QUERY MANAGEMENT SYSTEM PROJECT SOURCE CODE
FREE DOWNLOAD ALL THE PROJECT REPORTS WITH SOURCE CODE FROM HERE
This project is mainly used to track the queries of the customers in the organization and resolve the queries. This Project also sends the services to the customer to find out the customer satisfaction and employee performance. The system has a major problem in finding the product support and service activities that are undertaken by the employees. Once the products have installed at the client’s site, the cycle of warranty maintenance starts. To keep the customers in a proper chain of satisfaction the system needs the data to be organized in a proper relational way. The project is to maintain the relational communication among the project is to maintain this relational communication among the data, such that consistency, reliability and integrity can be achieved. The major technicality within the system lies in managing the coordination among the sales and service departments, which is the major hold upon the system to gain or achieve profits.
The project has been planned to be
having the view of distributed architecture, with centralized storage of the
database. The application for the storage of the data has been planned. Using
the constructs of MS-SQL Server and all the user interfaces have been designed
using the ASP.Net technologies. The database connectivity is planned using the
“SQL Connection” methodology. The standards of security and data protective
mechanism have been given a big choice for proper usage. The application takes
care of different modules and their associated reports, which are produced as
per the applicable strategies and standards that are put forwarded by the
administrative staff.
The entire project has
been developed keeping in view of the distributed client server computing
technology, in mind. The specification has been normalized up to 3NF to
eliminate all the anomalies that may arise due to the database transaction that
are executed by the general users and the organizational administration. The
user interfaces are browser specific to give distributed accessibility for the
overall system. The internal database has been selected as MS-SQL server
200.The basic constructs of table spaces, clusters and indexes have been
exploited to provide higher consistency and reliability for the data storage.
The MS-SQL server 200 was a choice as it provides the constructs of high-level
reliability and security. The total front end was dominated using the ASP.Net
technologies. At all proper levels high care was taken to check that the system
manages the data consistency with proper business rules or validations. The
database connectivity was planned using the latest “SQL Connection” technology
provided by Microsoft Corporation. The authentication and authorization was
crosschecked at all the relevant stages. The user level accessibility has been
restricted into two zones namely.
CONTENTS
1. INTRODUCTION
INTRODUCTION TO PROJECT
ORGANIZATION PROFILE
PURPOSE OF THE PROJECT
PROBLEM IN EXISTING SYSTEM
SOLUTION OF THESE PROBLEMS
2. SYSTEM
ANALYSIS
2.1. INTRODUCTION
2.2. SYSTEM WORKFLOW
2.3. STUDY OF THE
SYSTEM
2.4.
HARDWARE & SOFTWARE REQUIRMENT
2.5. PROPOSED SYSTEM
2.6.
INPUT & OUTPUT
2.7.
PROCESS MODELS USED WITH JUSTIFICATION
3. FEASIBILITY
REPORT
3.1. TECHNICAL
FEASIBILITY
3.2. OPERATIONAL
FEASIBILITY
3.3. ECONOMIC
FEASIBILITY
4. SOFTWARE REQUIREMENT
SPECIFICATIONS
4.1. FUNCTIONAL REQUIREMENTS
4.2. PERFORMANCE
REQUIREMENTS
5. SELECTED
SOFTWARE
5.1. INTRODUCTION TO
.NET FRAMEWORK
5.2. ASP.NET
5.3. C#.NET
5.4. SQL SERVER
6. SYSTEM
DESIGN
6.1. INTRODUCTION
6.2. SYSTEM WORKFLOW
6.3. NORMALIZATION
6.4. E-R DIAGRAM
6.5. DATA FLOW
DIAGRAMS
6.6. DATA DICTIONARY
7. OUTPUT
SCREENS
8. SYSTEM
TESTING AND IMPLEMENTATION
8.1. INTRODUCTION
8.2. STRATEGIC
APPROACH OF SOFTWARE TESTING
8.3. UNIT TESTING
8.4. TEST
9. SYSTEM
SECURITY
9.1. INTRODUCTION
9.2. SECURITY IN
SOFTWARE
10. CONCLUSION
11. FUTURE
IMPROVEMENT
12. BIBLIOGRAPHY
1.1. INTRODUCTION TO PROJECT - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
The
project is to maintain the relational communication among the project is to
maintain this relational communication among the data, such that consistency,
reliability and integrity can be achieved. The major technicality within the
system lies in managing the coordination among the sales and service
departments, which is the major hold upon the system to gain or achieve
profits.
1.3. PURPOSE OF THE PROJECT
This
project is mainly used to track the queries of the customers in the
organization and resolve the queries. This Project also sends the services to
the customer to find out the customer satisfaction and employee performance.
The system has a major problem in finding the product support and service
activities that are undertaken by the employees. Once the products have
installed at the client’s site, the cycle of warranty maintenance starts. To
keep the customers in a proper chain of satisfaction the system needs the data
to be organized in a proper relational way.
1.4. PROBLEM IN EXISTING SYSTEM - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
·
Cannot Upload and Download the latest updates.
·
No use of Web Services and Remoting.
·
Risk of mismanagement and of data when the project is
under development.
·
Less Security.
·
No proper coordination between different Applications and
Users.
·
Fewer Users - Friendly.
1.5.
SOLUTION OF THESE PROBLEMS
The development of the new system
contains the following activities, which try to automate the entire process
keeping in view of the database integration approach.
1. User
friendliness is provided in the application with various controls.
2. The system
makes the overall project management much easier and flexible.
3. Readily upload
the latest updates, allows user to download the alerts by clicking the URL.
4. There is no
risk of data mismanagement at any level while the project development is under
process.
5. It provides
high level of security with different level of authentication.
Chapter 2
SYSTEM ANALYSIS - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
2.1. INTRODUCTION
After analyzing the requirements of
the task to be performed, the next step is to analyze the problem and
understand its context. The first activity in the phase is studying the
existing system and other is to understand the requirements and domain of the new
system. Both the activities are equally important, but the first activity
serves as a basis of giving the functional specifications and then successful
design of the proposed system. Understanding the properties and requirements of
a new system is more difficult and requires creative thinking and understanding
of existing running system is also difficult, improper understanding of present
system can lead diversion from solution.
2.2. ANALYSIS MODEL
SPIRAL MODEL was defined by Barry Boehm in
his 1988 article, “A spiral Model of Software Development and Enhancement. This model was not the first model to discuss
iterative development, but it was the first model to explain why the iteration
models.
As originally envisioned, the iterations
were typically 6 months to 2 years long.
Each phase starts with a design goal and ends with a client reviewing
the progress thus far. Analysis and
engineering efforts are applied at each phase of the project, with an eye
toward the end goal of the project.
The
steps for Spiral Model can be generalized as follows:
·
The new system
requirements are defined in as much details as possible. This usually involves interviewing a number
of users representing all the external or internal users and other aspects of
the existing system.
·
A preliminary
design is created for the new system.
·
A first prototype
of the new system is constructed from the preliminary design. This is usually a scaled-down system, and
represents an approximation of the characteristics of the final product.
·
A second prototype
is evolved by a fourfold procedure:
1.
Evaluating the
first prototype in terms of its strengths, weakness, and risks.
2.
Defining the
requirements of the second prototype.
3.
Planning an
designing the second prototype.
4.
Constructing and
testing the second prototype.
·
At the customer
option, the entire project can be aborted if the risk is deemed too great. Risk factors might involved development cost
overruns, operating-cost miscalculation, or any other factor that could, in the
customer’s judgment, result in a less-than-satisfactory final product.
·
The existing
prototype is evaluated in the same manner as was the previous prototype, and if
necessary, another prototype is developed from it according to the fourfold
procedure outlined above.
·
The preceding steps
are iterated until the customer is satisfied that the refined prototype
represents the final product desired.
·
The final system is
constructed, based on the refined prototype.
·
The final system is
thoroughly evaluated and tested.
Routine maintenance is carried on a continuing basis to prevent large
scale failures and to minimize down time.
ADVANTAGES: -
·
Estimates(i.e.
budget, schedule etc .) become more relistic as work progresses, because
important issues discoved earlier.
·
It
is more able to cope with the changes that are software development generally
entails.
·
Software
engineers can get their hands in and start woring on the core of a project
earlier.
2.3. STUDY OF THE SYSTEM - CUSTOMER SUPPORT MANAGEMENT SYSTEM
GUI’S
In
the flexibility of the uses the interface has been developed a graphics concept
in mind, associated through a browses interface. The GUI’S at the top level
have been categorized as
- Administrative
user interface
- The
operational or generic user interface
The
administrative user interface concentrates on the consistent information that
is practically, part of the organizational activities and which needs proper authentication
for the data collection. The interfaces help the administrations with all the
transactional states like Data insertion, Data deletion and Date updation along
with the extensive data search capabilities.
The
operational or generic user interface helps the users upon the system in
transactions through the existing data and required services. The operational
user interface also helps the ordinary users in managing their own information
helps the ordinary users in managing their own information in a customized
manner as per the assisted flexibilities.
NUMBER OF MODULES - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
The
system after careful analysis has been identified to be presented with the
following modules:
The Modules Involved in the project are:
1. Customer’s Module
2. Employee’s Module
3. Search
4. Authentication
1. Customer’s Module:
The Customer’s Module is designed to
provide the following services.
i) Posting a Query:
- Customers
should be free to post their queries to the concern department.
- The
system must identify each query with an automatically generated Query Id,
for future references.
ii) Survey Details:
- Customers
should be able to post the survey details on a department by simply
selecting the department and post the survey details to the organization.
- In
survey details service the system provides the rate of satisfaction of the
customer on a particular employee.
- The
rate of satisfaction can be known by giving ratings to the employee.
iii) Status
- Customers
should be allowed to check the status of their query, by using the unique
Query Id provided by the system.
- The
system must display the answers along with the Query to the customer,
after posting the query.
2. Employee’s Module:
In this Employee’s Module we have
two services, which are
i). Posted Queries:
- The
employees should be able to see the posted queries, which are posted by
the customers.
- An employee
can visit the queries posted to that department only.
- The
employee should post back the solution to the queries he has received.
- An
employee cannot only see his rating but also rating of other employees who
are working in other departments.
ii). Survey:
- The
employees should be able to see the survey details posted by the
customers.
- He
can able to see the survey details of all the departments.
- This system should also provide registration of
new customers for the organization.
- The
customers should be able to see the frequently asked question asked by the
customers.
A password
protection with secure mode option is provided to guard from un-authorized
access to database.
PROJECT INSTRUCTIONS:
·
Based on the given requirements, conceptualize the Solution Architecture.
Choose the domain of your interest otherwise develop the application for
ultimatedotnet.com. Depict the various architectural components, show
interactions and connectedness and show internal and external elements. Design
the web services, web methods and database infrastructure needed both and
client and server.
·
Provide an environment for upgradation of application for
newer versions that are available in the same domain as web service target.
2.4. HARDWARE SPECIFICATIONS - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
HARDWARE
REQUIREMENTS:
- PIV 2.8 GHz Processor and Above
- RAM 512MB and Above
- HDD 20 GB Hard Disk Space and Above
SOFTWARE
REQUIREMENTS:
- WINDOWS OS (XP / 2000 / 200 Server /
2003 Server)
- Visual Studio .Net 2005 Enterprise
Edition
- Internet Information Server 5.0 (IIS)
- Visual Studio .Net Framework (Minimal
for Deployment)
- SQL Server 2000
2.5. PROPOSED SYSTEM -
To debug the existing system, remove
procedures those cause data redundancy, make navigational sequence proper. To
provide information about audits on different level and also to reflect the
current work status depending on organization/auditor or date. To build strong
password mechanism.
NEED FOR COMPUTERIZATION
We all know the importance of
computerization. The world is moving ahead at lightening speed and every one is
running short of time. One always wants to get the information and perform a
task he/she/they desire(s) within a short period of time and too with amount of
efficiency and accuracy. The application areas for the computerization have
been selected on the basis of following factors:
·
Minimizing the manual records kept at different
locations.
·
There will be more data integrity.
·
Facilitating desired information display, very quickly,
by retrieving information from users.
·
Facilitating various statistical information which helps
in decision-making?
·
To reduce manual efforts in activities that involved
repetitive work.
·
Updating and deletion of such a huge amount of data
will become easier.
FUNCTIONAL FEATURES OF THE MODEL
As far as the project is developed
the functionality is simple, the objective of the proposal is to strengthen the
functioning of Audit Status Monitoring and make them effective and better. The
entire scope has been classified into five streams knows as Coordinator Level,
management Level, Auditor Level, User Level and State Web Coordinator Level.
The proposed software will cover the information needs with respect to each
request of the user group viz. accepting the request, providing vulnerability
document report and the current status of the audit.
WORKING OF THE SYSTEM
The entire scope has been classified
into five streams known as: -
Coordinator Level
(Addressing the information
management needs of coordinator)
Management Level
(Addressing the information
management needs of management)
Auditor Level
(Addressing the information
management needs of auditors)
User Level
(Addressing the information
management needs of the user group)
State Web Coordinator level
(Addressing the needs of coordinator
of the state)
2.6. INPUT AND OUTPUT
The main inputs, outputs and major
functions of the system are as follows
INPUTS:
·
Head operator
enters his or her user id and password.
·
Operators enter his
or her user id and password.
·
Technicians enter
his or her user id and password.
·
Sub technicians
enter his or her user id and password.
·
User requests the
reports.
·
User requests the
search.
·
Head operator can
edits the personal details and so on.
OUTPUTS:
·
Head operator
receives personal details.
·
Operator receives
the personal details.
·
Technicians receive
personal and technical details.
·
Users receive
requested reports.
·
Displays search
result.
2.7. PROCESS MODELS USED WITH JUSTIFICATION
ACCESS
CONTROL FOR DATA WHICH REQUIRE USER AUTHENTICATION
The
following commands specify access control identifiers and they are typically
used to authorize and authenticate the user (command codes are shown in
parentheses)
USER
NAME (USER)
The
user identification is that which is required by the server for access to its
file system. This command will normally be the first command transmitted by the
user after the control connections are made (some servers may require this).
PASSWORD
(PASS)
This
command must be immediately preceded by the user name command, and, for some sites,
completes the user's identification for access control. Since password
information is quite sensitive, it is desirable in general to "mask"
it or suppress type out.
Chapter 3 Feasibility Report - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
Preliminary investigation
examine project feasibility, the likelihood the system will be useful to the
organization. The main objective of the feasibility study is to test the
Technical, Operational and Economical feasibility for adding new modules and
debugging old running system. All system is feasible if they are unlimited
resources and infinite time. There are aspects in the feasibility study portion
of the preliminary investigation:
·
Technical Feasibility
·
Operation Feasibility
·
Economical Feasibility
3.1. Technical Feasibility
The technical issue
usually raised during the feasibility stage of the investigation includes the
following:
·
Does the necessary technology exist to do what is
suggested?
·
Do the proposed equipments have the technical capacity
to hold the data required to use the new system?
·
Will the proposed system provide adequate response to
inquiries, regardless of the number or location of users?
·
Can the system be upgraded if developed?
·
Are there technical guarantees of accuracy,
reliability, ease of access and data security?
Earlier no system
existed to cater to the needs of ‘Secure Infrastructure Implementation System’.
The current system developed is technically feasible. It is a web based user
interface for audit workflow at NIC-CSD. Thus it provides an easy access to the
users. The database’s purpose is to create, establish and maintain a workflow
among various entities in order to facilitate all concerned users in their
various capacities or roles. Permission to the users would be granted based on
the roles specified. Therefore, it provides the technical guarantee of
accuracy, reliability and security. The software and hard requirements for the
development of this project are not many and are already available in-house at
NIC or are available as free as open source. The work for the project is done
with the current equipment and existing software technology. Necessary
bandwidth exists for providing a fast feedback to the users irrespective of the
number of users using the system.
3.2. Operational Feasibility
Proposed projects are
beneficial only if they can be turned out into information system. That will
meet the organization’s operating requirements. Operational feasibility aspects
of the project are to be taken as an important part of the project implementation.
Some of the important issues raised are to test the operational feasibility of
a project includes the following: -
·
Is there sufficient support for the management from the
users?
·
Will the system be used and work properly if it is
being developed and implemented?
·
Will there be any resistance from the user that will
undermine the possible application benefits?
This system is targeted
to be in accordance with the above-mentioned issues. Beforehand, the management
issues and user requirements have been taken into consideration. So there is no
question of resistance from the users that can undermine the possible
application benefits.
The well-planned design would ensure
the optimal utilization of the computer resources and would help in the
improvement of performance status.
3.3. Economic Feasibility
A system can be developed
technically and that will be used if installed must still be a good investment
for the organization. In the economical feasibility, the development cost in
creating the system is evaluated against the ultimate benefit derived from the
new systems. Financial benefits must equal or exceed the costs.
The system is
economically feasible. It does not require any addition hardware or software.
Since the interface for this system is developed using the existing resources
and technologies available at NIC, There is nominal expenditure and economical
feasibility for certain.
Chapter 4 SOFTWARE REQUIREMENT SPECIFICATION - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
The
software, Site Explorer is designed for management of web sites from a remote
location.
INTRODUCTION
Purpose:
The main purpose for preparing this document is to give a general insight into
the analysis and requirements of the existing system or situation and for
determining the operating characteristics of the system.
Scope:
This Document plays a vital role in the development life cycle (SDLC) and it
describes the complete requirement of the system. It is meant for use by the
developers and will be the basic during testing phase. Any changes made to the
requirements in the future will have to go through formal change approval
process.
DEVELOPERS RESPONSIBILITIES
OVERVIEW: -
The developer is
responsible for:
·
Developing the
system, which meets the SRS and solving all the requirements of the system?
·
Demonstrating the
system and installing the system at client's location after the acceptance
testing is successful.
·
Submitting the
required user manual describing the system interfaces to work on it and also
the documents of the system.
·
Conducting any user
training that might be needed for using the system.
·
Maintaining the
system for a period of one year after installation.
4.1. FUNCTIONAL REQUIREMENTS:
OUTPUT DESIGN
Outputs
from computer systems are required primarily to communicate the results of
processing to users. They are also used to provides a permanent copy of the
results for later consultation. The various types of outputs in general are:
·
External Outputs,
whose destination is outside the organization.
·
Internal Outputs
whose destination is with in organization and they are the
·
User’s main
interface with the computer.
·
Operational outputs
whose use is purely with in the computer department.
·
Interface outputs,
which involve the user in communicating directly with
OUTPUT
DEFINITION
The outputs should be
defined in terms of the following points:
§ Type
of the output
§ Content
of the output
§ Format
of the output
§ Location
of the output
§ Frequency
of the output
§ Volume
of the output
§ Sequence
of the output
It
is not always desirable to print or display data as it is held on a computer.
It should be decided as which form of the output is the most suitable.
For
Example
§ Will
decimal points need to be inserted
§ Should
leading zeros be suppressed.
Output Media:
In
the next stage it is to be decided that which medium is the most appropriate
for the output. The main considerations when deciding about the output media
are:
- The suitability for the device to the
particular application.
- The need for a hard copy.
- The response time required.
- The location of the users
- The software and hardware available.
Keeping
in view the above description the project is to have outputs mainly coming
under the category of internal outputs. The main outputs desired according to
the requirement specification are:
The
outputs were needed to be generated as a hot copy and as well as queries to be
viewed on the screen. Keeping in view
these outputs, the format for the output is taken from the outputs, which are
currently being obtained after manual processing. The standard printer is to be used as output
media for hard copies.
INPUT
DESIGN
Input
design is a part of overall system design.
The main objective during the input design is as given below:
·
To produce a
cost-effective method of input.
·
To achive the
highest possible level of accuracy.
·
To ensure that the
input is acceptable and understood by the user.
INPUT STAGES:
The
main input stages can be listed as below:
·
Data recording
·
Data transcription
·
Data conversion
·
Data verification
·
Data control
·
Data transmission
·
Data validation
·
Data correction
INPUT TYPES:
It
is necessary to determine the various types of inputs. Inputs can be categorized as follows:
·
External inputs,
which are prime inputs for the system.
·
Internal inputs,
which are user communications with the system.
·
Operational, which
are computer department’s communications to the system?
·
Interactive, which
are inputs entered during a dialogue.
INPUT MEDIA:
At
this stage choice has to be made about the input media. To conclude about the input media
consideration has to be given to;
·
Type of input
·
Flexibility of
format
·
Speed
·
Accuracy
·
Verification
methods
·
Rejection rates
·
Ease of correction
·
Storage and
handling requirements
·
Security
·
Easy to use
·
Portability
Keeping
in view the above description of the input types and input media, it can be
said that most of the inputs are of the form of internal and interactive. As
Input
data is to be the directly keyed in by the user, the keyboard can be considered
to be the most suitable input device.
ERROR AVOIDANCE
At
this stage care is to be taken to ensure that input data remains accurate form
the stage at which it is recorded upto the stage in which the data is accepted
by the system. This can be achieved only
by means of careful control each time the data is handled.
ERROR DETECTION
Even
though every effort is make to avoid the occurrence of errors, still a small
proportion of errors is always likely to occur, these types of errors can be
discovered by using validations to check the input data.
DATA VALIDATION
Procedures
are designed to detect errors in data at a lower level of detail. Data validations have been included in the
system in almost every area where there is a possibility for the user to commit
errors. The system will not accept
invalid data. Whenever an invalid data
is keyed in, the system immediately prompts the user and the user has to again
key in the data and the system will accept the data only if the data is
correct. Validations have been included where
necessary.
The
system is designed to be a user friendly one.
In other words the system has been designed to communicate effectively
with the user. The system has been
designed with pop up menus.
USER INTERFACE DESIGN
It
is essential to consult the system users and discuss their needs while
designing the user interface:
USER INTERFACE SYSTEMS CAN BE BROADLY
CLASIFIED AS:
1.
User initiated
interface the user is in charge, controlling the progress of the user/computer
dialogue. In the computer-initiated
interface, the computer selects the next stage in the interaction.
2.
Computer initiated
interfaces
In
the computer initiated interfaces the computer guides the progress of the
user/computer dialogue. Information is
displayed and the user response of the computer takes action or displays
further information.
USER_INITIATED INTERGFACES
User
initiated interfaces fall into tow approximate classes:
1.
Command driven
interfaces: In this type of interface the user inputs commands or queries which
are interpreted by the computer.
2.
Forms oriented
interface: The user calls up an image of the form to his/her screen and fills
in the form. The forms oriented
interface is chosen because it is the best choice.
COMPUTER-INITIATED INTERFACES
The
following computer – initiated interfaces were used:
1.
The menu system for
the user is presented with a list of alternatives and the user chooses one; of
alternatives.
2.
Questions – answer
type dialog system where the computer asks question and takes action based on
the basis of the users reply.
Right
from the start the system is going to be menu driven, the opening menu displays
the available options. Choosing one
option gives another popup menu with more options. In this way every option leads the users to
data entry form where the user can key in the data.
ERROR MESSAGE DESIGN:
The
design of error messages is an important part of the user interface
design. As user is bound to commit some
errors or other while designing a system the system should be designed to be
helpful by providing the user with information regarding the error he/she has
committed.
This application
must be able to produce output at different modules for different inputs.
4.2. PERFORMANCE REQUIREMENTS - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
Performance is measured in terms of the output
provided by the application.
Requirement
specification plays an important part in the analysis of a system. Only when
the requirement specifications are properly given, it is possible to design a
system, which will fit into required environment. It rests largely in the part of the users of
the existing system to give the requirement specifications because they are the
people who finally use the system. This
is because the requirements have to be known during the initial stages so that
the system can be designed according to those requirements. It is very difficult to change the system
once it has been designed and on the other hand designing a system, which does
not cater to the requirements of the user, is of no use.
The
requirement specification for any system can be broadly stated as given below:
·
The system should
be able to interface with the existing system
·
The system should
be accurate
·
The system should
be better than the existing system
The
existing system is completely dependent on the user to perform all the duties.
Chapter 5 SELECTED SOFTWARE - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
5.1. INTRODUCTION
TO .NET Framework
The
.NET Framework is a new computing platform that simplifies application
development in the highly distributed environment of the Internet. The .NET
Framework is designed to fulfill the following objectives:
·
To provide a
consistent object-oriented programming environment whether object code is
stored and executed locally, executed locally but Internet-distributed, or
executed remotely.
·
To provide a
code-execution environment that minimizes software deployment and versioning
conflicts.
·
To provide a
code-execution environment that guarantees safe execution of code, including
code created by an unknown or semi-trusted third party.
·
To provide a
code-execution environment that eliminates the performance problems of scripted
or interpreted environments.
·
To make the
developer experience consistent across widely varying types of applications,
such as Windows-based applications and Web-based applications.
·
To build all
communication on industry standards to ensure that code based on the .NET
Framework can integrate with any other code.
The
.NET Framework has two main components: the common language runtime and the .NET
Framework class library. The common language runtime is the foundation of the
.NET Framework. You can think of the runtime as an agent that manages code at
execution time, providing core services such as memory management, thread
management, and Remoting, while also enforcing strict type safety and other
forms of code accuracy that ensure security and robustness. In fact, the
concept of code management is a fundamental principle of the runtime. Code that
targets the runtime is known as managed code, while code that does not target
the runtime is known as unmanaged code. The class library, the other main
component of the .NET Framework, is a comprehensive, object-oriented collection
of reusable types that you can use to develop applications ranging from traditional
command-line or graphical user interface (GUI) applications to applications
based on the latest innovations provided by ASP.NET, such as Web Forms and XML
Web services.
The
.NET Framework can be hosted by unmanaged components that load the common
language runtime into their processes and initiate the execution of managed
code, thereby creating a software environment that can exploit both managed and
unmanaged features. The .NET Framework not only provides several runtime hosts,
but also supports the development of third-party runtime hosts.
For example, ASP.NET hosts the runtime to provide a
scalable, server-side environment for managed code. ASP.NET works directly with
the runtime to enable Web Forms applications and XML Web services, both of which
are discussed later in this topic.
Internet Explorer is an example of an unmanaged
application that hosts the runtime (in the form of a MIME type extension).
Using Internet Explorer to host the runtime enables you to embed managed
components or Windows Forms controls in HTML documents. Hosting the runtime in
this way makes managed mobile code (similar to Microsoft® ActiveX® controls)
possible, but with significant improvements that only managed code can offer,
such as semi-trusted execution and secure isolated file storage.
The following illustration shows the relationship of
the common language runtime and the class library to your applications and to
the overall system. The illustration also shows how managed code operates
within a larger architecture.
FEATURES OF THE COMMON LANGUAGE RUN TIME
The common language runtime manages memory, thread
execution, code execution, code safety verification, compilation, and other
system services. These features are intrinsic to the managed code that runs on
the common language runtime.
With regards to security, managed components are
awarded varying degrees of trust, depending on a number of factors that include
their origin (such as the Internet, enterprise network, or local computer).
This means that a managed component might or might not be able to perform
file-access operations, registry-access operations, or other sensitive
functions, even if it is being used in the same active application.
The runtime enforces code access security. For example,
users can trust that an executable embedded in a Web page can play an animation
on screen or sing a song, but cannot access their personal data, file system,
or network. The security features of the runtime thus enable legitimate
Internet-deployed software to be exceptionally featuring rich.
The
runtime also enforces code robustness by implementing a strict type- and
code-verification infrastructure called the common type system (CTS). The CTS
ensures that all managed code is self-describing. The various Microsoft and
third-party language compilers
Generate managed code that conforms to the CTS. This
means that managed code can consume other managed types and instances, while
strictly enforcing type fidelity and type safety.
In addition, the managed environment of the runtime
eliminates many common software issues. For example, the runtime automatically
handles object layout and manages references to objects, releasing them when
they are no longer being used. This automatic memory management resolves the
two most common application errors, memory leaks and invalid memory references.
The runtime also accelerates developer productivity.
For example, programmers can write applications in their development language
of choice, yet take full advantage of the runtime, the class library, and
components written in other languages by other developers. Any compiler vendor
who chooses to target the runtime can do so. Language compilers that target the
.NET Framework make the features of the .NET Framework available to existing
code written in that language, greatly easing the migration process for
existing applications.
While the runtime is designed for the software of the
future, it also supports software of today and yesterday. Interoperability
between managed and unmanaged code enables developers to continue to use
necessary COM components and DLLs.
The runtime is designed to enhance performance.
Although the common language runtime provides many standard runtime services,
managed code is never interpreted. A feature called just-in-time (JIT)
compiling enables all managed code to run in the native machine language of the
system on which it is executing. Meanwhile, the memory manager removes the
possibilities of fragmented memory and increases memory locality-of-reference
to further increase performance.
Finally, the runtime can be hosted by high-performance,
server-side applications, such as Microsoft® SQL Server™ and Internet
Information Services (IIS). This infrastructure enables you to use managed code
to write your business logic, while still enjoying the superior performance of
the industry's best enterprise servers that support runtime hosting.
.NET FRAMEWORK CLASS LIBRARY
The .NET Framework class library is a collection of
reusable types that tightly integrate with the common language runtime. The
class library is object oriented, providing types from which your own managed
code can derive functionality. This not only makes the .NET Framework types
easy to use, but also reduces the time associated with learning new features of
the .NET Framework. In addition, third-party components can integrate
seamlessly with classes in the .NET Framework.
For example, the .NET Framework collection classes
implement a set of interfaces that you can use to develop your own collection
classes. Your collection classes will blend seamlessly with the classes in the
.NET Framework.
As you would expect from an object-oriented class
library, the .NET Framework types enable you to accomplish a range of common
programming tasks, including tasks such as string management, data collection,
database connectivity, and file access. In addition to these common tasks, the
class library includes types that support a variety of specialized development
scenarios. For example, you can use the .NET Framework to develop the following
types of applications and services:
·
Console
applications.
·
Scripted or hosted
applications.
·
Windows GUI
applications (Windows Forms).
·
ASP.NET
applications.
·
XML Web services.
·
Windows services.
For example, the Windows Forms classes are a
comprehensive set of reusable types that vastly simplify Windows GUI
development. If you write an ASP.NET Web Form application, you can use the Web
Forms classes.
CLIENT APPLICATION
DEVELOPMENT -
Client applications are the closest to a traditional
style of application in Windows-based programming. These are the types of
applications that display windows or forms on the desktop, enabling a user to
perform a task. Client applications include applications such as word
processors and spreadsheets, as well as custom business applications such as
data-entry tools, reporting tools, and so on. Client applications usually
employ windows, menus, buttons, and other GUI elements, and they likely access
local resources such as the file system and peripherals such as printers.
Another kind of client application is the traditional
ActiveX control (now replaced by the managed Windows Forms control) deployed
over the Internet as a Web page. This application is much like other client
applications: it is executed natively, has access to local resources, and
includes graphical elements.
In the past, developers created such applications using
C/C++ in conjunction with the Microsoft Foundation Classes (MFC) or with a
rapid application development (RAD) environment such as Microsoft® Visual
Basic®. The .NET Framework incorporates aspects of these existing products into
a single, consistent development environment that drastically simplifies the
development of client applications.
The Windows Forms classes contained in the .NET Framework
are designed to be used for GUI development. You can easily create command
windows, buttons, menus, toolbars, and other screen elements with the
flexibility necessary to accommodate shifting business needs.
For example, the .NET Framework provides simple
properties to adjust visual attributes associated with forms. In some cases the
underlying operating system does not support changing these attributes
directly, and in these cases the .NET Framework automatically recreates the
forms. This is one of many ways in which the .NET Framework integrates the
developer interface, making coding simpler and more consistent.
Unlike ActiveX controls, Windows Forms controls have
semi-trusted access to a user's computer. This means that binary or natively
executing code can access some of the resources on the user's system (such as
GUI elements and limited file access) without being able to access or
compromise other resources. Because of code access security, many applications
that once needed to be installed on a user's system can now be safely deployed
through the Web. Your applications can implement the features of a local
application while being deployed like a Web page.
ASP.NET
Server
Application Development
Server-side applications in the managed world are implemented
through runtime hosts. Unmanaged applications host the common language runtime,
which allows your custom managed code to control the behavior of the server.
This model provides you with all the features of the common language runtime
and class library while gaining the performance and scalability of the host
server.
The following illustration shows a basic network schema
with managed code running in different server environments. Servers such as IIS
and SQL Server can perform standard operations while your application logic
executes through the managed code.
SERVER-SIDE
MANAGED CODE
ASP.NET is the hosting environment that enables
developers to use the .NET Framework to target Web-based applications. However,
ASP.NET is more than just a runtime host; it is a complete architecture for
developing Web sites and Internet-distributed objects using managed code. Both
Web Forms and XML Web services use IIS and ASP.NET as the publishing mechanism
for applications, and both have a collection of supporting classes in the .NET
Framework.
XML Web services, an important evolution in Web-based
technology, are distributed, server-side application components similar to
common Web sites. However, unlike Web-based applications, XML Web services
components have no UI and are not targeted for browsers such as Internet
Explorer and Netscape Navigator. Instead, XML Web services consist of reusable
software components designed to be consumed by other applications, such as
traditional client applications, Web-based applications, or even other XML Web
services. As a result, XML Web services technology is rapidly moving
application development and deployment into the highly distributed environment
of the Internet.
If you have used earlier versions of ASP technology,
you will immediately notice the improvements that ASP.NET and Web Forms offers.
For example, you can develop Web Forms pages in any language that supports the
.NET Framework. In addition, your code no longer needs to share the same file
with your HTTP text (although it can continue to do so if you prefer). Web
Forms pages execute in native machine language because, like any other managed
application, they take full advantage of the runtime. In contrast, unmanaged
ASP pages are always scripted and interpreted. ASP.NET pages are faster, more
functional, and easier to develop than unmanaged ASP pages because they
interact with the runtime like any managed application.
The .NET Framework also provides a collection of
classes and tools to aid in development and consumption of XML Web services
applications. XML Web services are built on standards such as SOAP (a remote
procedure-call protocol), XML (an extensible data format), and WSDL ( the Web
Services Description Language). The .NET Framework is built on these standards
to promote interoperability with non-Microsoft solutions.
For example, the Web Services Description Language tool
included with the .NET Framework SDK can query an XML Web service published on
the Web, parse its WSDL description, and produce C# or Visual Basic source code
that your application can use to become a client of the XML Web service. The
source code can create classes derived from classes in the class library that
handle all the underlying communication using SOAP and XML parsing. Although
you can use the class library to consume XML Web services directly, the Web
Services Description Language tool and the other tools contained in the SDK
facilitate your development efforts with the .NET Framework.
If you develop and publish your own XML Web service,
the .NET Framework provides a set of classes that conform to all the underlying
communication standards, such as SOAP, WSDL, and XML. Using those classes
enables you to focus on the logic of your service, without concerning yourself
with the communications infrastructure required by distributed software
development.
Finally,
like Web Forms pages in the managed environment, your XML Web service will run
with the speed of native machine language using the scalable communication of
IIS.
ACTIVE SERVER PAGES.NET
ASP.NET is a
programming framework built on the common language runtime that can be used on
a server to build powerful Web applications. ASP.NET offers several important
advantages over previous Web development models:
·
Enhanced Performance. ASP.NET is compiled common language runtime code running on the
server. Unlike its interpreted predecessors, ASP.NET can take advantage of
early binding, just-in-time compilation, native optimization, and caching
services right out of the box. This amounts to dramatically better performance
before you ever write a line of code.
·
World-Class Tool Support. The ASP.NET framework is complemented by a rich toolbox and
designer in the Visual Studio integrated development environment. WYSIWYG
editing, drag-and-drop server controls, and automatic deployment are just a few
of the features this powerful tool provides.
·
Power and Flexibility. Because ASP.NET is based on the common language runtime,
the power and flexibility of that entire platform is available to Web
application developers. The .NET Framework class library, Messaging, and Data
Access solutions are all seamlessly accessible from the Web. ASP.NET is also
language-independent, so you can choose the language that best applies to your
application or partition your application across many languages. Further,
common language runtime interoperability guarantees that your existing
investment in COM-based development is preserved when migrating to ASP.NET.
·
Simplicity. ASP.NET makes it easy to perform common tasks, from simple form
submission and client authentication to deployment and site configuration. For
example, the ASP.NET page framework allows you to build user interfaces that
cleanly separate application logic from presentation code and to handle events
in a simple, Visual Basic - like forms processing model. Additionally, the
common language runtime simplifies development, with managed code services such
as automatic reference counting and garbage collection.
·
Manageability. ASP.NET employs a text-based, hierarchical configuration system,
which simplifies applying settings to your server environment and Web
applications. Because configuration information is stored as plain text, new
settings may be applied without the aid of local administration tools. This
"zero local administration" philosophy extends to deploying ASP.NET
Framework applications as well. An ASP.NET Framework application is deployed to
a server simply by copying the necessary files to the server. No server restart
is required, even to deploy or replace running compiled code.
·
Scalability and Availability. ASP.NET has been designed with
scalability in mind, with features specifically tailored to improve performance
in clustered and multiprocessor environments. Further, processes are closely
monitored and managed by the ASP.NET runtime, so that if one misbehaves (leaks,
deadlocks), a new process can be created in its place, which helps keep your
application constantly available to handle requests.
·
Customizability and Extensibility. ASP.NET delivers a well-factored
architecture that allows developers to "plug-in" their code at the
appropriate level. In fact, it is possible to extend or replace any
subcomponent of the ASP.NET runtime with your own custom-written component.
Implementing custom authentication or state services has never been easier.
·
Security. With built in Windows authentication and per-application
configuration, you can be assured that your applications are secure.
LANGUAGE SUPPORT - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
The Microsoft .NET Platform currently
offers built-in support for three languages: C#, Visual Basic, and JScript.
WHAT IS ASP.NET WEB FORMS?
The ASP.NET Web Forms page framework is a scalable common
language runtime programming model that can be used on the server to
dynamically generate Web pages.
Intended as a logical evolution of ASP (ASP.NET provides
syntax compatibility with existing pages), the ASP.NET Web Forms framework has
been specifically designed to address a number of key deficiencies in the
previous model. In particular, it provides:
·
The ability to create and use reusable UI controls that can
encapsulate common functionality and thus reduce the amount of code that a page
developer has to write.
·
The ability for developers to cleanly structure their page
logic in an orderly fashion (not "spaghetti code").
·
The ability for development tools to provide strong WYSIWYG
design support for pages (existing ASP code is opaque to tools).
ASP.NET Web Forms pages are text files
with an .aspx file name extension. They can be deployed throughout an IIS
virtual root directory tree. When a browser client requests .aspx resources,
the ASP.NET runtime parses and compiles the target file into a .NET Framework
class. This class can then be used to dynamically process incoming requests.
(Note that the .aspx file is compiled only the first time it is accessed; the
compiled type instance is then reused across multiple requests).
An ASP.NET page can be created simply
by taking an existing HTML file and changing its file name extension to .aspx
(no modification of code is required). For example, the following sample
demonstrates a simple HTML page that collects a user's name and category
preference and then performs a form postback to the originating page when a
button is clicked:
CODE-BEHIND WEB FORMS
ASP.NET supports two methods of authoring dynamic pages. The
first is the method shown in the preceding samples, where the page code is
physically declared within the originating .aspx file. An alternative
approach--known as the code-behind method--enables the page code to be more
cleanly separated from the HTML content into an entirely separate file.
INTRODUCTION TO ASP.NET SERVER CONTROLS
In addition to (or instead of) using
<% %> code blocks to program dynamic content, ASP.NET page developers can
use ASP.NET server controls to program Web pages. Server controls are declared
within an .aspx file using custom tags or intrinsic HTML tags that contain a runat="server"
attributes value. Intrinsic HTML tags are handled by one of the controls in the
System.Web.UI.HtmlControls namespace. Any tag that doesn't explicitly
map to one of the controls is assigned the type of System.Web.UI.HtmlControls.HtmlGenericControl.
Server controls automatically maintain any client-entered
values between round trips to the server. This control state is not stored on
the server (it is instead stored within an form field that is round-tripped between
requests). Note also that no client-side script is required.
In addition to supporting standard HTML input controls,
ASP.NET enables developers to utilize richer custom controls on their pages.
For example, the following sample demonstrates how the
2.
ASP.NET Web Forms pages can target any browser client (there
are no script library or cookie requirements).
3.
ASP.NET Web Forms pages provide syntax compatibility with
existing ASP pages.
4.
ASP.NET server controls provide an easy way to encapsulate
common functionality.
5.
ASP.NET ships with 45 built-in server controls. Developers
can also use controls built by third parties.
6.
ASP.NET server controls can automatically project both
uplevel and downlevel HTML.
7.
ASP.NET templates provide an easy way to customize the look
and feel of list server controls.
8.
ASP.NET validation controls provide an easy way to do
declarative client or server data validation.
C#.NET - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
ADO.NET
OVERVIEW
ADO.NET is an
evolution of the ADO
ADO.NET uses some ADO
The important
distinction between this evolved stage of ADO.NET and previous data
architectures is that there exists an object -- the DataSet -- that is
separate and distinct from any data stores. Because of that, the DataSet
functions as a standalone entity. You can think of the DataSet as an always
disconnected recordset that knows nothing about the source or destination of
the data it contains. Inside a DataSet, much like in a database, there
are tables, columns, relationships, constraints, views, and so forth.
A DataAdapter
is the object that connects to the database to fill the DataSet. Then,
it connects back to the database to update the data there, based on operations
performed while the DataSet held the data. In the past, data processing
has been primarily connection-based. Now, in an effort to make multi-tiered
apps more efficient, data processing is turning to a message-based approach
that revolves around chunks of information. At the center of this approach is
the DataAdapter, which provides a bridge to retrieve and save data
between a DataSet and its source data store. It accomplishes this by
means of requests to the appropriate SQL commands made against the data store.
The XML-based DataSet
object provides a consistent programming model that works with all models of
data storage: flat, relational, and hierarchical. It does this by having no
'knowledge' of the source of its data, and by representing the data that it holds
as collections and data types. No matter what the source of the data within the
DataSet is, it is manipulated through the same set of standard APIs
exposed through the DataSet and its subordinate objects.
While the DataSet has no
knowledge of the source of its data, the managed provider has detailed and
specific information. The role of the managed provider is to connect, fill, and
persist the DataSet to and from data stores. The OLE DB and SQL Server
.NET Data Providers (System.Data.OleDb and System.Data.SqlClient) that are part
of the .Net Framework provide four basic objects: the Command, Connection,
DataReader and DataAdapter. In the remaining sections of this
document, we'll walk through each part of the DataSet and the OLE DB/SQL
Server .NET Data Providers explaining what they are, and how to program against
them.
The following sections will introduce
you to some objects that have evolved, and some that are new. These objects
are:
·
Connections. For connection to and managing transactions against a database.
·
Commands.
For issuing SQL commands against a database.
·
DataReaders. For reading a forward-only stream of data records from a SQL
Server data source.
·
DataSets.
For storing, Remoting and programming against flat data, XML data and
relational data.
·
DataAdapters. For pushing data into a DataSet, and reconciling data
against a database.
When dealing
with connections to a database, there are two different options: SQL Server
.NET Data Provider (System.Data.SqlClient) and OLE DB .NET Data Provider
(System.Data.OleDb). In these samples we will use the SQL Server .NET Data
Provider. These are written to talk directly to Microsoft SQL Server. The OLE
DB .NET Data Provider is used to talk to any OLE DB provider (as it uses OLE DB
underneath).
Connections:
Connections are used to 'talk to'
databases, and are represented by provider-specific classes such as SqlConnection.
Commands travel over connections and resultsets are returned in the form of
streams which can be read by a DataReader object, or pushed into a DataSet
object.
Commands:
Commands contain the information that is submitted to a
database, and are represented by provider-specific classes such as SqlCommand.
A command can be a stored procedure call, an UPDATE statement, or a statement
that returns results. You can also use input and output parameters, and return
values as part of your command syntax. The example below shows how to issue an
INSERT statement against the Northwind database.
DataReaders:
The
DataReader object is somewhat synonymous with a read-only/forward-only
cursor over data. The DataReader API supports flat as well as
hierarchical data. A DataReader object is returned after executing a
command against a database. The format of the returned DataReader object
is different from a recordset. For example, you might use the DataReader
to show the results of a search list in a web page.
DATASETS
AND DATAADAPTERS:
DataSets
The DataSet object is similar to theADO
The DataSet object is similar to the
The DataSet has many XML characteristics, including the
ability to produce and consume XML data and XML schemas. XML schemas can be
used to describe schemas interchanged via WebServices. In fact, a DataSet
with a schema can actually be compiled for type safety and statement
completion.
DATAADAPTERS (OLEDB/SQL)
The DataAdapter object works as
a bridge between the DataSet and the source data. Using the
provider-specific SqlDataAdapter (along with its associated SqlCommand
and SqlConnection) can increase overall performance when working with a
Microsoft SQL Server databases. For other OLE DB-supported databases, you would
use the OleDbDataAdapter object and its associated OleDbCommand
and OleDbConnection objects.
The DataAdapter object uses
commands to update the data source after changes have been made to the DataSet.
Using the Fill method of the DataAdapter calls the SELECT
command; using the Update method calls the INSERT, UPDATE or DELETE
command for each changed row. You can explicitly set these commands in order to
control the statements used at runtime to resolve changes, including the use of
stored procedures. For ad-hoc scenarios, a CommandBuilder object can
generate these at run-time based upon a select statement. However, this
run-time generation requires an extra round-trip to the server in order to
gather required metadata, so explicitly providing the INSERT, UPDATE, and
DELETE commands at design time will result in better run-time performance.
1.
ADO.NET is the next evolution of ADO
2.
ADO.NET was created with n-Tier, statelessness and XML in
the forefront. Two new objects, the DataSet and DataAdapter, are
provided for these scenarios.
3.
ADO.NET can be used to get data from a stream, or to store
data in a cache for updates.
4.
There is a lot more information about ADO.NET in the
documentation.
5.
Remember, you can execute a command directly against the
database in order to do inserts, updates, and deletes. You don't need to first
put data into a DataSet in order to insert, update, or delete it.
6.
Also, you can use a DataSet to bind to the data, move
through the data, and navigate data relationships
SQL SERVER -
A database management, or DBMS, gives the user access to their
data and helps them transform the data into information. Such database
management systems include dBase, paradox, IMS, SQL Server and SQL Server. These systems allow users to create, update
and extract information from their database.
A database is a
structured collection of data. Data
refers to the characteristics of people, things and events. SQL Server stores each data item in its own
fields. In SQL Server, the fields
relating to a particular person, thing or event are bundled together to form a
single complete unit of data, called a record (it can also be referred to as
raw or an occurrence). Each record is
made up of a number of fields. No two
fields in a record can have the same field name.
During an SQL
Server Database design project, the analysis of your business needs identifies
all the fields or attributes of interest.
If your business needs change over time, you define any additional
fields or change the definition of existing fields.
SQL SERVER TABLES
SQL Server stores
records relating to each other in a table.
Different tables are created for the various groups of information.
Related tables are grouped together to form a database.
PRIMARY KEY
Every table in SQL
Server has a field or a combination of fields that uniquely identifies each
record in the table. The Unique
identifier is called the Primary Key, or simply the Key. The primary key provides the means to
distinguish one record from all other in a table. It allows the user and the database system to
identify, locate and refer to one particular record in the database.
RELATIONAL DATABASE
Sometimes all the
information of interest to a business operation can be stored in one table. SQL Server makes it very easy to link the data
in multiple tables. Matching an employee to the department in which they work
is one example. This is what makes SQL
Server a relational database management system, or RDBMS. It stores data in two or more tables and
enables you to define relationships between the table and enables you to define
relationships between the tables.
FOREIGN KEY
When a field is one
table matches the primary key of another field is referred to as a foreign
key. A foreign key is a field or a group
of fields in one table whose values match those of the primary key of another
table.
REFERENTIAL INTEGRITY
Not only does SQL
Server allow you to link multiple tables, it also maintains consistency between
them. Ensuring that the data among
related tables is correctly matched is referred to as maintaining referential
integrity.
DATA ABSTRACTION
A major purpose of
a database system is to provide users with an abstract view of the data. This system hides certain details of how the
data is stored and maintained. Data abstraction is divided into three levels.
Physical level:
This is the lowest level of abstraction at which one describes how the
data are actually stored.
Conceptual Level: At
this level of database abstraction all the attributed and what data are
actually stored is described and entries and relationship among them.
View level:
This is the highest level of abstraction at which one describes only
part of the database.
ADVANTAGES OF
RDBMS
·
Redundancy
can be avoided
·
Inconsistency
can be eliminated
·
Data
can be Shared
·
Standards
can be enforced
·
Security
restrictions ca be applied
·
Integrity
can be maintained
·
Conflicting
requirements can be balanced
·
Data
independence can be achieved.
DISADVANTAGES
OF DBMS
A significant
disadvantage of the DBMS system is cost.
In addition to the cost of purchasing of developing the software, the
hardware has to be upgraded to allow for the extensive programs and the
workspace required for their execution and storage. While centralization reduces duplication, the
lack of duplication requires that the database be adequately backed up so that
in case of failure the data can be recovered.
FEATURES OF
SQL SERVER (RDBMS)
SQL SERVER is one
of the leading database management systems (DBMS) because it is the only
Database that meets the uncompromising requirements of today’s most demanding
information systems. From complex
decision support systems (DSS) to the most rigorous online transaction
processing (OLTP) application, even application that require simultaneous DSS
and OLTP access to the same critical data, SQL Server leads the industry in
both performance and capability
SQL SERVER is a truly portable, distributed, and open DBMS that
delivers unmatched performance, continuous operation and support for every
database.
SQL SERVER RDBMS is high performance fault tolerant DBMS which is
specially designed for online transactions processing and for handling large
database application.
SQL SERVER with transactions processing option offers two features
which contribute to very high level of transaction processing throughput, which
are
·
The row
level lock manager
The unrivaled
portability and connectivity of the SQL SERVER DBMS enables all the systems in
the organization to be linked into a singular, integrated computing resource.
PORTABILITY
SQL SERVER is fully
portable to more than 80 distinct hardware and operating systems platforms,
including UNIX, MSDOS, OS/2, Macintosh and dozens of proprietary
platforms. This portability gives
complete freedom to choose the database sever platform that meets the system
requirements.
OPEN SYSTEMS
SQL SERVER offers a
leading implementation of industry –standard SQL. SQL Server’s open architecture integrates SQL
SERVER and non –SQL SERVER DBMS with industries most comprehensive collection
of tools, application, and third party software products SQL Server’s Open
architecture provides transparent access to data from other relational database
and even non-relational database.
DISTRIBUTED DATA SHARING
SQL Server’s
networking and distributed database capabilities to access data stored on
remote server with the same ease as if the information was stored on a single
local computer. A single SQL statement
can access data at multiple sites. You can store data where system requirements
such as performance, security or availability dictate.
UNMATCHED PERFORMANCE
The most advanced
architecture in the industry allows the SQL SERVER DBMS to deliver unmatched
performance.
SOPHISTICATED CONCURRENCY CONTROL
Real World
applications demand access to critical data.
With most database Systems application becomes “contention bound” –
which performance is limited not by the CPU
power or by disk I/O, but user waiting on one another for data access .
SQL Server employs full, unrestricted row-level locking and contention free
queries to minimize and in many cases entirely eliminates contention wait
times.
NO I/O BOTTLENECKS
SQL Server’s fast
commit groups commit and deferred write technologies dramatically reduce disk
I/O bottlenecks. While some database write whole data block to disk at commit
time, SQL Server commits transactions with at most sequential log file on disk
at commit time, On high throughput systems, one sequential writes typically
group commit multiple transactions. Data
read by the transaction remains as shared memory so that other transactions may
access that data without reading it again from disk. Since fast commits write all data necessary
to the recovery to the log file, modified blocks are written back to the
database independently of the transaction commit, when written from memory to
disk.
Chapter 6 SYSTEM DESIGN - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
6.1.
INTRODUCTION
Software design sits at the
technical kernel of the software engineering process and is applied regardless
of the development paradigm and area of application. Design is the first step
in the development phase for any engineered product or system. The designer’s
goal is to produce a model or representation of an entity that will later be
built. Beginning, once system requirement have been specified and analyzed,
system design is the first of the three technical activities -design, code and
test that is required to build and verify software.
The importance can be stated with a
single word “Quality”. Design is the place where quality is fostered in
software development. Design provides us with representations of software that
can assess for quality. Design is the only way that we can accurately translate
a customer’s view into a finished software product or system. Software design
serves as a foundation for all the software engineering steps that follow.
Without a strong design we risk building an unstable system – one that will be
difficult to test, one whose quality cannot be assessed until the last stage.
During design, progressive
refinement of data structure, program structure, and procedural details are
developed reviewed and documented. System design can be viewed from either
technical or project management perspective. From the technical point of view,
design is comprised of four activities – architectural design, data structure
design, interface design and procedural design.
6.3. NORMALIZATION- CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
It
is a process of converting a relation to a standard form. The process is used to handle the problems
that can arise due to data redundancy i.e. repetition of data in the database,
maintain data integrity as well as handling problems that can arise due to
insertion, updation, deletion anomalies.
Decomposing
is the process of splitting relations into multiple relations to eliminate
anomalies and maintain anomalies and maintain data integrity. To do this we use normal forms or rules for
structuring relation.
Insertion
anomaly:
Inability to add data to the database due to absence of other data.
Deletion anomaly: Unintended loss of data due
to deletion of other data.
Update anomaly: Data inconsistency resulting from data
redundancy and partial update
Normal Forms:
These are the rules for structuring relations that eliminate anomalies.
FIRST NORMAL FORM:
A relation is said to be in first
normal form if the values in the relation are atomic for every attribute in the
relation. By this we mean simply that no
attribute value can be a set of values or, as it is sometimes expressed, a
repeating group.
SECOND NORMAL FORM:
A relation is said
to be in second Normal form is it is in first
normal form and it should satisfy any one of the following rules.
1)
Primary
key is a not a composite primary key
2)
No non
key attributes are present
3)
Every
non key attribute is fully functionally dependent on full set of primary key.
THIRD
NORMAL FORM:
A
relation is said to be in third normal form if their exits no transitive
dependencies.
Transitive Dependency: If two non key attributes depend on each
other as well as on the primary key then they are said to be transitively
dependent.
The above normalization principles were
applied to decompose the data in multiple tables thereby making the data to be
maintained in a consistent state.
6.4. E – R DIAGRAMS - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
·
The relation upon the system is structure through a
conceptual ER-Diagram, which not only specifics the existential entities but
also the standard relations through which the system exists and the
cardinalities that are necessary for the system state to continue.
·
The entity Relationship Diagram (ERD) depicts the
relationship between the data objects. The ERD is the notation that is used to
conduct the date modeling activity the attributes of each data object noted is
the ERD can be described resign a data object descriptions.
·
The set of primary components that are identified by
the ERD are
u Data
object u
Relationships
u
Attributes u
Various types of indicators.
The primary purpose of the ERD is to represent data
objects and their relationships.
(PASTE YOUR E – R DIAGRAM)
6.4. DATA FLOW DIAGRAMS -
A
data flow diagram is graphical tool used to describe and analyze movement of
data through a system. These are the
central tool and the basis from which the other components are developed. The transformation of data from input to
output, through processed, may be described logically and independently of
physical components associated with the system.
These are known as the logical data flow diagrams. The physical data flow diagrams show the
actual implements and movement of data between people, departments and
workstations. A full description of a
system actually consists of a set of data flow diagrams. Using two familiar notations Yourdon, Gane
and Sarson notation develops the data flow diagrams. Each component in a DFD is
labeled with a descriptive name. Process
is further identified with a number that will be used for identification
purpose. The development of DFD’S is
done in several levels. Each process in
lower level diagrams can be broken down into a more detailed DFD in the next
level. The lop-level diagram is often
called context diagram. It consists a single process bit, which plays vital
role in studying the current system. The
process in the context level diagram is exploded into other process at the
first level DFD.
The
idea behind the explosion of a process into more process is that understanding
at one level of detail is exploded into greater detail at the next level. This is done until further explosion is
necessary and an adequate amount of detail is described for analyst to
understand the process.
Larry Constantine first developed the
DFD as a way of expressing system requirements in a graphical from, this lead
to the modular design.
A DFD is also known as a “bubble Chart”
has the purpose of clarifying system requirements and identifying major
transformations that will become programs in system design. So it is the starting point of the design to
the lowest level of detail. A DFD
consists of a series of bubbles joined by data flows in the system.
DFD SYMBOLS:
In
the DFD, there are four symbols
1.
A square defines a
source(originator) or destination of system data
2.
An arrow identifies
data flow. It is the pipeline through
which the information flows
3.
A circle or a
bubble represents a process that transforms incoming data flow into outgoing
data flows.
4.
An open rectangle
is a data store, data at rest or a temporary repository of data
CONSTRUCTING A DFD:
Several
rules of thumb are used in drawing DFD’S:
1.
Process should be
named and numbered for an easy reference.
Each name should be representative of the process.
2.
The direction of
flow is from top to bottom and from left to right. Data traditionally flow from source to the
destination although they may flow back to the source. One way to indicate this is to draw long flow
line back to a source. An alternative
way is to repeat the source symbol as a destination. Since it is used more than once in the DFD it
is marked with a short diagonal.
3.
When a process is
exploded into lower level details, they are numbered.
4.
The names of data
stores and destinations are written in capital letters. Process and dataflow
names have the first letter of each work capitalized
A
DFD typically shows the minimum contents of data store. Each data store should contain all the data
elements that flow in and out.
Questionnaires
should contain all the data elements that flow in and out. Missing interfaces redundancies and like is
then accounted for often through interviews.
SAILENT FEATURES OF DFD’S
1.
The DFD shows flow
of data, not of control loops and decision are controlled considerations do not
appear on a DFD.
2.
The DFD does not
indicate the time factor involved in any process whether the dataflow take
place daily, weekly, monthly or yearly.
3.
The sequence of
events is not brought out on the DFD.
TYPES OF DATA FLOW DIAGRAMS
1.
Current Physical
2.
Current Logical
3.
New Logical
4.
New Physical
CURRENT PHYSICAL:
In Current Physical DFD proecess label
include the name of people or their positions or the names of computer systems
that might provide some of the overall system-processing label includes an
identification of the technology used to process the data. Similarly data flows and data stores are
often labels with the names of the actual physical media on which data are
stored such as file folders, computer files, business forms or computer tapes.
CURRENT LOGICAL:
The physical aspects at the system are
removed as mush as possible so that the current system is reduced to its
essence to the data and the processors that transform them regardless of actual
physical form.
NEW LOGICAL:
This is exactly like a current logical
model if the user were completely happy with he user were completely happy with
the functionality of the current system but had problems with how it was
implemented typically through the new logical model will differ from current
logical model while having additional functions, absolute function removal and
inefficient flows recognized.
NEW PHYSICAL:
The
new physical represents only the physical implementation of the new system.
RULES GOVERNING THE DFD’S
PROCESS
1)
No process can have
only outputs.
2)
No process can have
only inputs. If an object has only
inputs than it must be a sink.
3)
A process has a
verb phrase label.
DATA STORE
1)
Data cannot move
directly from one data store to another data store, a process must move data.
2)
Data cannot move
directly from an outside source to a data store, a process, which receives,
must move data from the source and place the data into data store
3)
A data store has a
noun phrase label.
SOURCE OR SINK
The
origin and /or destination of data.
1)
Data cannot move
direly from a source to sink it must be moved by a process
2)
A source and /or
sink has a noun phrase land
DATA FLOW
1)
A Data Flow has
only one direction of flow between symbols.
It may flow in both directions between a process and a data store to
show a read before an update. The later
is usually indicated however by two separate arrows since these happen at
different type.
2)
A join in DFD means
that exactly the same data comes from any of two or more different processes
data store or sink to a common location.
3)
A data flow cannot
go directly back to the same process it leads. There must be atleast one other process that
handles the data flow produce some other data flow returns the original data
into the beginning process.
4)
A Data flow to a
data store means update (delete or change).
5)
A data Flow from a
data store means retrieve or use.
A
data flow has a noun phrase label more than one data flow noun phrase can
appear on a single arrow as long as all of the flows on the same arrow move
together as one package.
6.5. DATA DICTIONARY - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
After
carefully understanding the requirements of the client the the entire data
storage requirements are divided into tables. The below tables are normalized
to avoid any anomalies during the course of data entry.
SYSTEM TESTING AND IMPLEMENTATION - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
8.1.
INTRODUCTION
Software testing is a
critical element of software quality assurance and represents the ultimate
review of specification, design and coding. In fact, testing is the one step in
the software engineering process that could be viewed as destructive rather
than constructive.
A strategy for software testing
integrates software test case design methods into a well-planned series of
steps that result in the successful construction of software. Testing is the
set of activities that can be planned in advance and conducted systematically.
The underlying motivation of program testing is to affirm software quality with
methods that can economically and effectively apply to both strategic to both
large and small-scale systems.
8.2. STRATEGIC APPROACH TO SOFTWARE TESTING
The software engineering process can
be viewed as a spiral. Initially system engineering defines the role of
software and leads to software requirement analysis where the information
domain, functions, behavior, performance, constraints and validation criteria
for software are established. Moving inward along the spiral, we come to design
and finally to coding. To develop computer software we spiral in along
streamlines that decrease the level of abstraction on each turn.
A strategy for software testing may
also be viewed in the context of the spiral. Unit testing begins at the vertex
of the spiral and concentrates on each unit of the software as implemented in
source code. Testing progress by moving outward along the spiral to integration
testing, where the focus is on the design and the construction of the software
architecture. Talking another turn on outward on the spiral we encounter
validation testing where requirements established as part of software
requirements analysis are validated against the software that has been
constructed. Finally we arrive at system testing, where the software and other
system elements are tested as a whole.
8.3. Unit Testing -
Unit testing focuses verification
effort on the smallest unit of software design, the module. The unit testing we have is white box oriented and some modules the steps are conducted in
parallel.
1. WHITE BOX TESTING
This type of testing ensures that
·
All independent paths have been exercised at least once
·
All logical decisions have been exercised on their true
and false sides
·
All loops are executed at their boundaries and within
their operational bounds
·
All internal data structures have been exercised to
assure their validity.
To follow the concept of white box
testing we have tested each form .we have created independently to verify that Data
flow is correct, All conditions are exercised to check their validity, All
loops are executed on their boundaries.
2. BASIC PATH TESTING
Established technique of flow
graph with Cyclomatic complexity was used to derive test cases for all the functions.
The main steps in
deriving test cases were:
Use the design of the code and draw
correspondent flow graph.
Determine the Cyclomatic complexity
of resultant flow graph, using formula:
V(G)=E-N+2 or
V(G)=P+1 or
V(G)=Number Of Regions
Where V(G) is Cyclomatic complexity,
E is the number of edges,
N is the number of flow graph nodes,
P is the number of predicate nodes.
Determine the basis of set of linearly independent
paths.
3. CONDITIONAL TESTING
In this part of the testing each of
the conditions were tested to both true and false aspects. And all the
resulting paths were tested. So that each path that may be generate on
particular condition is traced to uncover any possible errors.
4. DATA FLOW TESTING
This type of testing selects the
path of the program according to the location of definition and use of
variables. This kind of testing was used only when some local variable were
declared. The definition-use chain method was used in this type of
testing. These were particularly useful in nested statements.
5. LOOP TESTING
In this type of testing all the loops are tested to
all the limits possible. The following exercise was adopted for all loops:
·
All the loops were tested at their limits, just above
them and just below them.
·
All the loops were skipped at least once.
·
For nested loops test the inner most loop first and
then work outwards.
·
For concatenated loops the values of dependent loops
were set with the help of connected loop.
·
Unstructured loops were resolved into nested loops or
concatenated loops and tested as above.
Each unit has been separately tested by the
development team itself and all the input have been validated.
System Security - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
9.1. Introduction
The protection of computer based
resources that includes hardware, software, data, procedures and people against
unauthorized use or natural
Disaster is known as System
Security.
System Security can be divided into
four related issues:
- Security
- Integrity
- Privacy
- Confidentiality
SYSTEM SECURITY refers to the technical innovations
and procedures applied to the hardware and operation systems to protect against
deliberate or accidental damage from a defined threat.
DATA SECURITY is the protection of data from
loss, disclosure, modification and destruction.
SYSTEM INTEGRITY refers to the power functioning of
hardware and programs, appropriate physical security and safety against
external threats such as eavesdropping and wiretapping.
PRIVACY defines the rights of the user or
organizations to determine what information they are willing to share with or
accept from others and how the organization can be protected against unwelcome,
unfair or excessive dissemination of information about it.
CONFIDENTIALITY is a special status given to
sensitive information in a database to minimize the possible invasion of
privacy. It is an attribute of information that characterizes its need for
protection.
9.2.
SECURITY IN SOFTWARE -
System security refers to various
validations on data in form of checks and controls to avoid the system from
failing. It is always important to ensure that only valid data is entered and
only valid operations are performed on the system. The system employees two
types of checks and controls:
CLIENT SIDE VALIDATION
Various client side validations are
used to ensure on the client side that only valid data is entered. Client side
validation saves server time and load to handle invalid data. Some checks
imposed are:
·
VBScript in used to ensure those required fields are
filled with suitable data only. Maximum lengths of the fields of the forms are
appropriately defined.
·
Forms cannot be submitted without filling up the
mandatory data so that manual mistakes of submitting empty fields that are
mandatory can be sorted out at the client side to save the server time and
load.
·
Tab-indexes are set according to the need and taking
into account the ease of user while working with the system.
SERVER
SIDE VALIDATION
Some checks cannot be applied at
client side. Server side checks are necessary to save the system from failing
and intimating the user that some invalid operation has been performed or the
performed operation is restricted. Some of the server side checks imposed is:
·
Server side constraint has been imposed to check for
the validity of primary key and foreign key. A primary key value cannot be
duplicated. Any attempt to duplicate the primary value results into a message
intimating the user about those values through the forms using foreign key can
be updated only of the existing foreign key values.
·
User is intimating through appropriate messages about
the successful operations or exceptions occurring at server side.
·
Various Access Control Mechanisms have been built so
that one user may not agitate upon another. Access permissions to various types
of users are controlled according to the organizational structure. Only
permitted users can log on to the system and can have access according to their
category. User- name, passwords and permissions are controlled o the server
side.
·
Using server side validation, constraints on several
restricted operations are imposed.
CONCLUSION - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
It has been a great
pleasure for me to work on this exciting and challenging project. This project
proved good for me as it provided practical knowledge of not only programming
in ASP.NET and VB.NET web based application and no some extent Windows
Application and SQL Server, but also about all handling procedure related with “PROJECT
NAME”. It also provides knowledge about the latest technology used in
developing web enabled application and client server technology that will be
great demand in future. This will provide better opportunities and guidance in
future in developing projects independently.
BENEFITS:
The project is identified by the
merits of the system offered to the user. The merits of this project are as
follows: -
·
It’s a web-enabled project.
·
This project offers user to enter the data through
simple and interactive forms. This is very helpful for the client to enter the
desired information through so much simplicity.
·
The user is mainly more concerned about the validity of
the data, whatever he is entering. There are checks on every stages of any new
creation, data entry or updation so that the user cannot enter the invalid
data, which can create problems at later date.
·
Sometimes the user finds in the later stages of using
project that he needs to update some of the information that he entered
earlier. There are options for him by which he can update the records. Moreover
there is restriction for his that he cannot change the primary data field. This
keeps the validity of the data to longer extent.
·
User is provided the option of monitoring the records
he entered earlier. He can see the desired records with the variety of options
provided by him.
·
From every part of the project the user is provided
with the links through framing so that he can go from one option of the project
to other as per the requirement. This is bound to be simple and very friendly
as per the user is concerned. That is, we can sat that the project is user
friendly which is one of the primary concerns of any good project.
·
Data storage and retrieval will become faster and
easier to maintain because data is stored in a systematic manner and in a
single database.
·
Decision making process would be greatly enhanced
because of faster processing of information since data collection from
information available on computer takes much less time then manual system.
·
Allocating of sample results becomes much faster
because at a time the user can see the records of last years.
·
Easier and faster data transfer through latest
technology associated with the computer and communication.
·
Through these features it will increase the efficiency,
accuracy and transparency,
LIMITATIONS:
·
The size of the database increases day-by-day,
increasing the load on the database back up and data maintenance activity.
·
Training for simple computer operations is necessary
for the users working on the system.
FUTURE IMPROVEMENT - CUSTOMER QUERY AND CUSTOMER SUPPORT MANAGEMENT SYSTEM
- This
System being web-based and an undertaking of Cyber Security Division,
needs to be thoroughly tested to find out any security gaps.
- A
console for the data centre may be made available to allow the personnel
to monitor on the sites which were cleared for hosting during a particular
period.
- Moreover, it is just a beginning; further the system may be utilized in various other types of auditing operation viz. Network auditing or similar process/workflow based applications..
1 comment:
MSP course in Delhi
https://www.easyfie.com/read-blog/1448377_join-now-best-msp-ms-project-training-institute-in-delhi.html
Want to learn more about unique approaches to MSP course? APTRON offers the best job oriented MSP course in Delhi with advanced learning approaches. APTRON is recommended the best MSP Training Institute in Delhi offers both Online and Offline classes.
Post a Comment