Docket v1

Dkt-v 1.0
Copyrights db-Ware Solutions 2014
One Way Text Based Help-Desk System

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Index
 Introduction ……………………………………………………………………… 2 – 3
 Docket Mechanism …………………………………………………………… 4
 Server Requirement …………………………………………………………. 5
 Application Configuration …………………………………………………. 5 – 9
 Users’ Guide ……………………………………………………………………… 10 – 14
 Sign Up / Sign In ……………………………………… 10
 Tickets Grid …………………………………………….. 11
 New Tickets …………………………………………….. 12
 Update Tickets ………………………………………… 13
 Credentials ……………………………………………… 14
 Summary …………………………………………………………………………… 15

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Introduction
With the advent of System technology, it is now feasible to provide effective and efficient help
desk service over the local or Internet to meet customers' requirements and satisfaction. In this
research, we have designed and developed a Desktop & Web-based intelligent help desk
support environment, DOCKET, to support the customer service center of a large multinational
corporation. This paper describes the basic architecture of the environment that supports the
major functions of environmental issues. As a Result, DOCKET helps to save cost in eliminating
the expensive overseas telephone charges, reduction in machine down time and number of on-
site visits by service engineers as in traditional help desk environment.

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Ticket Management Systems
• Why do we use the term “ticket”?
• In order to resolve a problem...
– Who wants what?
– Who's going to work on this?
– When did they ask, when was it done?
– How much time did it take (billing, hours)?
– What's left to do?
– Everything is summarized and presented in a simple and Intuitive
manner.
Why are they important?
− Track all events, failures and issues
Focal point for help desk communication
Use it to track all communications
− Both internal and external
Events originating from the outside:
− customer complaints
Events originating from the inside:
− System outages (direct or indirect)
− Planned maintenance, upgrades, etc.
Use ticket system to follow each case, including internal
Communication between technicians
Each case is assigned a ticket number
Each case goes through a similar life cycle:
 Initiated
 Approved
 Resolved
 Discarded
 Discussions

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Docket Mechanism
Docket designed to maintain quick response on daily issues. Docket delivers a scalable, secure, and reliable
tracking and reporting on the daily bugs/issues. A graphical user interface (GUI) along with an application
programming interface (API), which will allow interacting with the data. A keyboard and a mouse are required for
inputting data.
There are only three categories defined for users.
 Guest User
 Manager user
 Admin user
The mechanism starts when guest users generate tickets. After tickets creation tickets falls on manger user’s grid
for approval after approval third and last step is pending till the admin/approver user closed the said approved
ticking by approving it. Two more categories for tickets are Discard and Discussions. Discard function use for
closing any approved ticket or it can be used for thrust aside. Discussion is as simple as is meanings; this function is
for those audiences who are interested in having discussion on any new deployments and taking reviews in written
or simply it can be used as normal chat discussion. Below mentioned illustration easily define the mechanism of
DOCKET system.
Guest users
Manager users
Admin users
Requestticket
Approvedticket

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Server Requirement
DOCKET system GUI designed on Oracle Forms 10g. Accordingly, its basic requirements are as common as Oracle
required. Such as:
 Windows XP, 7 (32 bit) (with static IP / HOST)
 Oracle 10g exe / SE Database
 Form Builder / Application Server 10g
 Min 10GB space required where application configured
 Min RAM 2GB
Application Configuration
Before DOCKET’s server configuration, Oracle database (using exe / SE) configuration required and after that
Application server or Oracle Form builder’s 10g installation required. For both configuration / installation guide,
Kindly follow below mention links:
For Oracle Application Server / Form Builder’s Configuration/Installation:
www.google.com.pk
Make sure , Oracle DB and Middleware both are installed at D: drive.
Oracle database (using exe / SE) Path:

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Oracle Application server / Form builder’s 10g Paths:

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After Oracle DB and Middleware alignment, switch to DOCKET configuration.
Copy .rar file and paste it at C: Drive.

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Right click to extract it.
When extraction done, click on .BAT file named as RUN. Now sit back and hold till the batch completes.

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After the batch completes go to your internet browser to access following path:
If using Form Builder as Middleware:
http://<serverip>:8889formsfrmservletconfig=DOCKET
If using Application Server as Middleware:
http://<serverip>formsfrmservletconfig=DOCKET

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Users’ Guide
Let’s start with DOCKET. For the first time access, users must send sign up request for DOCKET ID creation to
ADMIN user. By default, in configuration there is an ADMIN ID created with user ID / password ADMIN/ADMIN to
control newly interaction with DOCKET. It’s up to client to remain default ID or create new one with the admin
rights.
Sign Up / Sign In
Once all IDs setup, connect DOCKET via LOG ON screen.

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Tickets Grid – Main Screen
Afterwards, successful logon moves user on main screen named as t-LOGS. On main screen user can see all tickets
by category mention on its left side of screen. Down to tickets category there is another option to create or update
tickets. And in last there is an option named as credential which only appears on those users who have
CONTROLLER Group. In Credentials user have rights to create or update any user activities or have access to view
user logon activities. To generate Ticket, click on New Ticket. Next imminent window is the fast way to create new
ticket with some pre-defined global rules. To update any existing ticket, select the ticket and click on Update
Ticket. Next window that appears with the all ticket details that user selected on t-LOGS screen. The same function
can be performed by double clicking on any ticket that user wants to update. For User maintenance, click to call
module “Credsentials”.
Tickets GridTickets Categories
Tickets Controlling Option
Application’s User Controls

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New Tickets
When module appears, the cursor is on “Applied On” field where users define the issue’s primacy like urgent,
normal, medium etc. Next field is “Case Stands”, another primacy field for further priority in details. Next, user
must have select distinctive “Subject” which can help admin user to understand the issue in no time. After subject
there is a field named as “Reasons And Details” in this field user have to write about the reasons of generating this
ticket in detail. “Correct Info” field is just next for the correction that user wants on said raised issue. In last, there
are two fields with same name “Comments”. In “Summarized Comments” DOCKET maintain all activities and
action performed against the ticket and show users’ comments as well. If user wants to add more comments then
edit in last field and click on “Add Comments” for more user defined comments. Before Clicking on Create Ticket,
make sure ticket status is set according to your requirement. If not, then select status from the drop down list, like
INITIATE or DISSCUSSION.

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Update Tickets
When module appears, the cursor is on “Reasons And Details”, in this field user have to write or edit about the
reasons of generating this ticket in detail. “Correct Info” field is just next for the correction that user wants on said
raised issue. In last, there are two fields with same name “Comments”. In “Summarized Comments” DOCKET
maintain all activities and action performed against the ticket and show users’ comments as well. If user wants to
add more comments then edit in last field and click on “Add Comments” for more user defined comments. Before
Clicking on Create Ticket, make sure ticket status is set according to your requirement. If not, then select status
from the drop down list, like DISCARD, DISSCUSSION, APPROVED (appears only on managers’ user screen),
RESOLVED (appears only on admin users’ screen).

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Credentials
On appearing of Credential module, all users showing in grid view. User can sort grid by selecting options from the
left side of screen. In grid, all user showing with their current status like ‘Active’, ‘In-Active’, ‘Disabled’, ‘Enabled’,
‘Request’. Every status set on purpose, when status showing as Active its means user currently active and
connected with DOCKET, ‘In-Active’ shows that user try to connect with wrong password continuously 3 times,
‘Enabled’ status is set normally and describe that user ID is fine and connect any time with DOCKET, ‘Request’ is for
that ID which was requested through Sign Up window and waiting for creation, ‘Disabled’ is set when admin user
who have CONTROLLER Group marked an ID as not for use.
For New User ID, click on New User and fill below mention form with required details, same as happened when
user wants to update any ID by clicking Update User or Double Clicking on selected User ID in above mentioned
grid.

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Summary
DOCKET v1.0
− Help Solve problem faster.
− Give more people more Knowledge about their environmental issues.
− User can perform easily long and difficult tasks by sitting there on places and without any huddle.
− Maintains logs of all activities.
− Faster than any other system.
D O C K E T
One Way Text Based Help-Desk System

Docket v1

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