CHINHOYI UNIVERSITY OF TECHNOLOGY

SCHOOL OF ENGINEERING SCIENCE AND TECHNOLOGY

DEPARTMENT OF ELECTRONICS

NAME: CLIVE MHURI

REG NUMBER: C17131768N

PROGRAMME: BSIT

LEVEL: 3.1

EMAIL ADDRESS: CMhuri@ZPC.CO.ZW

clivemhuri4@gmail.com

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ATTACHMENT PERIOD JANUARY 2020-DECEMBER
2020

TABLE OF CONTENTS
CHAPTER ONE: INTRODUCTION 4
1.1 INTRODUCTION 4
1.2 BACKGROUND. 5
1.3 PROBLEM DEFINITION. 5
1.4 AIMS AND OBJECTIVES 5
1.5 JUSTIFICATION 6
1.6 CONCLUSION 7
CHAPTER TWO 7
PLANNING 7
2.1 INTRODUCTION 7
2.2 BUSINESS VALUE 8
2.3 FEASIBILITY STUDY: 9
2.3.1 Technical 9
2.3.2Operational 10
2.3.3 Economic 11
2.4 RISK ANALYSIS 12
2.5 PROJECT PLAN AND SCHEDULE/GANTT CHAT 15
2.6 CONCLUSION 17
CHAPTER THREE: ANALYSIS 18
3.1 INTRODUCTION 18
3.2 PROCESS ANALYSIS (FLOWCHART FMEA / MISTAKE POOFING / SPAGHETTI DIAGRAM) 19
3.3 CONTEXT DIAGRAM 20
3.4 DATA FLOW DIAGRAM 21

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 3.5 WEAKNESSES IN CURRENT SYSTEM 22
3.6 EVALUATION OF ALTERNATIVES 22
3.7 REQUIREMENTS ANALYSIS 23
3.8 FUNCTIONAL REQUIREMENTS 23
3.9 NON-FUNCTIONAL REQUIREMENTS 24
3.10 CONCLUSION 24
4 CHAPTER FOUR: DESIGN 25
4.1 INTRODUCTION 25
4.2 ARCHITECTURAL DESIGN 25
4.3 DATABASE DESIGN 26
4.4 CONTEXT DIAGRAM 27
4.5 SEQUENCE DIAGRAM 28
4.6 DATA-FLOW DIAGRAM 28
4.7 INTERFACE DESIGN 29
4.8 USE-CASE DIAGRAM 30
4.9 SYSTEM FLOW-CHART 31
4.10 SECURITY DESIGN 32
4.11 CONCLUSION 32
CHAPTER FIVE: IMPLEMENTATION AND TESTING 32
5.1INTRODUCTION 32
5.2 SCREENSHOTS OF SYSTEM 33
5.3APPLICATION / SYSTEM INSTALLATION 42
5.4 UNIT TESTING 42
5.5 MODULAR TESTING 43
5.6 OBJECTIVES TESTING 43
5.7 ACCEPTANCE TESTING 44
5.8 VALIDATION 44
5.9 CONCLUSION 44
6. APPENDIX 45
7. REFERENCING 45
8. FORMATTING 46

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CHAPTER ONE: INTRODUCTION

1.1 INTRODUCTION
Online helpdesk is a computer based system that is designed mainly to allow computer users at
ZPC to communicate or submit any challenges they face to the ICT department and also records
of the ZPC’s ICT assets and problems received and solved by the department as well as viewing
reports which will help to accurately track work progress and records of all requests made by
computer users and ICT asset movement.

The system allows the users to log in and submit their requests to the ICT System administrator
who will also need to log in to view all requests or calls and then assign an ICT staff member to
work on the request. It also involves manual entry upon arrival of new asset and upon asset
movement for instance from one office/user to another, for example every end of year, the
administrator may want to generate report for the movement of assets from one office to another,
getting information about the asset i.e. date received, maintenance report etc.

At present, manual systems are being utilized in the ICT department. It requires the administrator
to manually monitor each asset that is available in an asset register which is an excel document

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and record all requests and projects on documents which are then stored on a file server. This
usually leads to mistakes as the workload of the ICT department increases.

1.2 BACKGROUND.
Due to the rapid growth of technology each and every day it leads to greater need for people to
use it in their day to day business. Technology has improved lives in every area especially if it
can be handled in a good way. Manually driven systems are now being overtaken by
computerized systems. The basic function of this system is to keep the records of the assets and
allow computer users to send calls to the ICT department. This will allow the ICT staff to keep
track of their work, records and pull out detailed reports whenever they are required, making life
much easier for them compared to using the current system which requires manual entering,
searching and processing the information from the previous records. This system is mainly used
by the ICT Administrator, ICT support officers and all computer users at the company to
communicate, send requests, complaints and store records.

1.3 PROBLEM DEFINITION.

The system which is currently being used to keep records of assets, communicate to the ICT
department is not reliable and not easy to use when we want to keep track of what has been done
by the ICT department, the dates and not easy to generate reports. If a computer user want to
communicate a problem encountered he direct call ICT department and explain his problem the
Systems administrator will then assign one of the ICT staff members to do the task and manually
record this call on an excel file stored on the file server

The purpose of this study is to develop a web based system which will allow users to send ICT
related complaints to the ICT department and keep records of all the complaints and calls made
as well as generating reports whenever they are needed.

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1.4 AIMS AND OBJECTIVES
The aim of this project is to develop a software for the effective management of the ICT
department that will be able to achieve the following objectives:

⮚ Allowing users to send their complaints to the ICT department.

⮚ Recording each call made by a user reporting a certain ICT related problem.

⮚ Ensuring effective policing by providing statistics of the ICT assets (computers,

printers, monitors, projectors, routers, servers, switches etc.) in stock.

⮚ Maintaining the correct database by providing an option to update the assets.

⮚ To be able to generate report within a specified period of time.

⮚ Improving the efficiency of the system by ensuring effective monitoring of activities.

⮚ To provide optimal asset management by monitoring the asset movement in the

company.

⮚ To ensure that there exists a level of restricted access based on functionality and role.

⮚ To ensure that the system is user friendly.

⮚ To implement the developed online help desk application.

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1.5 JUSTIFICATION

The proposed system will enhance better communication and automatic record keeping which
will save time in recording as compared to manual system of recording each and every complaint
or problem solved by the ICT department. This system also matches our modern day business.
The system will reduce the chances of losing data and records of all activities done when a file
server crashed. In addition automatically recording everything done in the system eliminates the
errors of omission which are currently being experienced as the work load sometimes increases.
The procedures of recording records manually have been experienced with the following
problems:

⮚ Less efficiency due to poor record keeping some complaints can be forgotten and left

unattended.

⮚ Too much labor in trying to identify the exact asset being reported of by the user

⮚ More time is taken in recording the activities done, dates and processing the records

to come up with reports.

⮚ Less efficiency and accuracy due to lot of manual entries

⮚ Too much labor in manually entering the records

Moreover, this system is designed for the particular need of the department to carry out
operations in a smooth and effective manner.

1.6 CONCLUSION
The main objective of this chapter was to give an overview of the problem and where it is
emanating from through the background of the study. The major objective of undertaking this

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study is to reduce the usage of time and other resources in keeping records and communicating
with the ICT department at ZPC Munyati

CHAPTER TWO
PLANNING

2.1 INTRODUCTION

Due to the inconveniences caused by the current system to the ZPC Staff including the ICT staff,
triggered the development of an Online Help desk application for ZPC Munyati ICT department.
This chapter is going to enlighten on cost benefit analysis which assists in determining whether
to develop the Help Desk System or not. More so, sunk costs, which are the little costs incurred
by the organization if the project is dropped due various reasons such as failure to satisfy
operational, technical, economic feasibility studies. Additionally, this chapter identifies the fact
gathering techniques employed to find out about the current system and new things that can be
done for smooth flow of work.

2.2 BUSINESS VALUE

The Online Helpdesk application will reduce the chances of leaving other tasks undone which will in turn
improve efficiency at work. The system will add value to the services offered by the ICT department and
the image of the company at large by providing appropriate, affordable and reliable services. Suppose
fully if all the proposed objectives are met there will be improved efficiency and reduced losses.

Some of the benefits will include;

⮚ The system will produce more accurate reports used for strategic decisions for the

department, and indicate what type of training the users need and areas to be improved.

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 ⮚ The proposed system will be able to validate and verify data which is being input into the

system. This means reduction of duplication and redundancy errors thereby increasing
organization’s efficiency, record keeping and effectiveness.

⮚ The proposed system will reduce the time required in compiling reports.

⮚ The Online Helpdesk application will ensure smooth flow of the day to day operations of

the company.

⮚ Improvement of support services given to the users

⮚ Security: The system will address the problem of security through the use of passwords.

: Offer different levels of access rights to different users

⮚ Fast and Convenient : Reduced human error.

: Fast retrieval of data

: Fast processing services

: Better decision making because of more accurate reports.

2.3 FEASIBILITY STUDY:

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According to www.investopedia.com Feasibility study is an analysis of how successful a project
can be completed, accounting for factors that affect it such as economic, technological legal and
scheduling factors. The feasibility analysis enables us to provide justification on whether the
proposed system’s desired objectives can be achieved. “Feasibility study is one-step into the
business idea assessment and business development process”. Overally, the main objective of a
feasibility study is to ascertain technical, economic, operational and social feasibility.

2.3.1 Technical
Technical feasibility is assessing whether the required functionality is compatible with the
software and hardware available. The technical requirements will then be compared with the
ability of the organization. Technical feasibility focuses on these following questions:

⮚ Can the system be upgraded if developed?

⮚ Is the project match with the current technology?

⮚ Is the manpower required available that is the programmers, testers and debuggers?

⮚ Are the resources sufficient for the proposed project?

In order to fully assess the technical feasibility of the project I had to explore the following area:
Does the system to be developed use the software and hardware technologies that are already
available and accessible at ZPC?

Software: There costs associated with the hiring and buying of software application packages
will be eliminated since Clive is ready to do the coding of all the required software.

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Hardware: The management is in support of the development of a new system and has agreed to
add some hardware components supporting the development of the system, thus with such a
resource on the technical I’m covered.

Expertise: In collaboration with my supervisor it’s definitely that the system will operate at an
upper standard through some will be needed there and after.

This therefore asserts that the project is technically feasible.

The project has been considered technically viable since the technology employed is available
at the organization. Most of the tools used to implement this project are available within the
organization which makes it viable to develop.

2.3.2Operational
Operational feasibility deals with the effects of the system on the stakeholders of the
organization and whether the system will be a welcome development to the management.
Operational questions include the following

⮚ Effect of proposed system on organizational boundaries

⮚ Changes to staffing levels and working practices and how such changes may be managed
and absorbed
⮚ Reaction of individuals both inside and outside the organization

⮚ Effect of the system on organization’s image

The designed system was used by the employees since they have computer skills and it will
improve their efficiency at work specially the client, and the ICT staff members will be able to
track what they have done during a specified interval of time.
The proposed system to be developed in this project was accepted since its inception stage by
both operative staff and the management since:

⮚ Most of the work was manual-meaning to say more paperwork, overtime

⮚ More errors were being encountered due to fatigue as a result of tedious work

⮚ The new system is going to make optimum use of the available resources

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 ⮚ There would be training and familiarization with the new system

The operational feasibility investigations revealed the following points:

⮚ All the users are computer literate although they were using a manual system, therefore
they need to be trained and acknowledged about the procedures in the new computerized
system.
⮚ There is absolutely no need to retrench any of the staff as some fear. The new system
will arrest the laborious and time consuming elements in the old system.
⮚ Management wants the current system to be replaced as soon as possible because of its
inefficiencies and lack of crucial information like accurate reports for good decision
making.

2.3.3 Economic
Economic feasibility answers the question Can the expected benefits outweigh the costs to be
incurred by the system?
The system shall improve efficiency and reduce the cost of time taken to manually record every
call of a complaint made by users. The system will also help keep records of assets and indicate
their condition, this will help the administrator to quickly identify and repair malfunctioning
computers and other assets in time.
Do we have the sufficient resources to finance the proposed system?

⮚ Unpredictable vast changes of inflation

⮚ Shortage of funds to secure all project requirements

The following will be realized:

● Clear reports and increased security

● Increased confidentiality and reduced errors

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 ● improved efficiency in salary calculation

2.4 RISK ANALYSIS

This looks at the major risks associated with the development and implementation of the new
system and tries to put up measures to counter their effects. The main here classes into which
risks fall are the technical, economic, stakeholders and other risks categories.

PROJECT RISKS

The project may suffer from high input costs before getting any returns on investment

Since foreign currency is a problem we may not have enough to buy all the hardware and
software we need for the project to complete.

Rejection: the system is exposed to the risk of being rejected by the computer users as they
prefer to use the old system of sending their complaints and requests to the ICT department.

CHANGES IN SYSTEM REQUIREMENTS

During the course of designing the system, the management might come with some additional
requirements of the system which they would want the system to perform. This will compromise
the quality of the system since the system would be already under in the designing process.

2.5.0 TECHNICAL RISKS

● The main technical risks are related to hardware and software failure which can be

disastrous to the whole project. However, the use of anti-virus and regular system
backups will help counter these problems, as well as consulting the developer for system
maintenance once in a while or periodically.

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 ● The targeted user base may also have trouble with the ability to use the system. To solve

such problems, users will have to be properly and adequately trained. Prototyping
during the system development may also help in familiarizing the users with the system
during the system development phase.

● Risks that the system may not meet the user expectations or the intended objectives.

2.4.1 ECONOMIC RISKS

● Computerization is a calculated risk venture as there are always the risks of project

failure entailing the loss of a lot of resources such as precious time in the development
processes.

● The company may have other pending projects which might be given the first priority.

2.4.2 STAKEHOLDERS RISKS

Any person who has interest in the system can be technical or non-technical. There are six
groups, which are:

1. ICT staff

They own the set priority for the system and determine policies for example:

● How will the system return value or the advantage to the business?

● What is the purpose of the new system?

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 ● What are the visions, goals and objectives of the system?

● How much will the system cost to build or operate?

● Will those costs be offset by measurable benefits

● The management (managers) and the supervisors answer all these questions since they

pay for the building and maintenance of the system. Management may also lack
leadership skill that in turn disturbs the monitoring of the project.

2. System Users

These are the people who use or are affected by the information system on a regular basis
capturing, validating, storing exchanging data, and information concerned with business
requirements. Internal users are the employees of the company for whom the information system
is solely built. Supervisors tend to focus on the day-to-day management issues.

3. System Designers

They translate system users, business requirements and constraints into technical solutions,
designing computer files database input and output, screen programs that will meet system

OTHER RISKS

● Employees who were abusing and taking advantage of the weaknesses of the old manual

system may feel threatened and sabotage attempts to implement the system.

SOCIAL IMPLICATIONS

Introduction of the system will have positive and negative social implications on the normal
running of the organization.

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2.4.3 POSITIVE EFFECTS

● There would be reduced workload as repetitive and tedious tasks are reduced or

eliminated

● Increased morale of the computer users, ICT support officers and the Administrator.

2.4.4 NEGATIVE EFFECTS

● Computer use is associated with health problems such as eye straining and repetitive

strain injuries (RSI)

● Some staff members may be retrenched in future as their skills become less required.

As a countermeasure to reduce the above mentioned risks the structured systems analysis and
design (SAD) approach has been adopted in favor of this project. This ensures that users are
involved and that their requirements are captured.

2.5 PROJECT PLAN AND SCHEDULE/GANTT CHAT

The project plan illustrates how the project is going to be carried out from project proposal to the
implementation phase. Project managers use a work plan to determine the resources that are
needed for the project to complete in time. The project plan sets out the resources available to the
project and any activities that need to be carried out. The idea is to breakdown the project into
different phases, which are scheduled to start and ends at a certain estimated times, running for a
set duration of time

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PROJECT SCHEDULE

Below is a schedule showing the stages of system development and the time taken to complete
each of the phases. It also provides the start and end dates of the phases.

Phase activity Time to be Start and End

taken(weeks
)

Documentation 9 05/05/20 – 20/11/20

Project proposal 1 05/05/20 – 12/05/20

Planning phase 2 13/05/20 – 28/05/20

Analysis phase 2 02/06/20 – 16/06/20

Design stage 5 16/05/20 – 20/07/20

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 Testing and 1 03/08/20– 10/08/20
implementation

Maintenance and 1 10/05/20-17/05/20

review(Evaluation)

ZPC Online Helpdesk - Gantt chart

Time in weeks
Activity/Period 1 2 3 4 5 6 7 8 9
Documentation
Project
proposal
Planning
phase
Analysis phase

Design phase

Testing &
implementation

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 Maintenance &
review

2.6 CONCLUSION

During this phase, the technical, operational and economic feasibility of the system was weighed
to enable an assessment of the practicability of the system and to determine its viability. This
phase also enabled us to assess the risks that could be faced in developing the proposed system.
A project schedule to be used in carrying out the project activities was also developed. Having
concluded that the project is highly feasible.

CHAPTER THREE: ANALYSIS

3.1 INTRODUCTION
This chapter covers the analysis of the system. It includes the user and system requirements, the
strengths and weaknesses of the current system and the major strength of the intended Online
Helpdesk, the system flowchart, data flow diagrams, context diagram and Entity relationship
diagram.

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3.2 PROCESS ANALYSIS (FLOWCHART FMEA / MISTAKE POOFING /
SPAGHETTI DIAGRAM)

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3.3 CONTEXT DIAGRAM
START

Administrator Staff

SELECT LOGIN
Assign tasks and add issues view calls

View reports

Online
HelpDesk ADMINISTRA
AS ADMIN? Update issue TOR
andLOGIN
task status

Make a call
NO

AS STAFF View knowledge baseLOGIN

STAFF

user
NO

USER LOGIN
USER

NO

NO EXIT?

YES
STOP

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3.4 DATA FLOW DIAGRAM

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3.5 WEAKNESSES IN CURRENT SYSTEM

. Below are some of the problems associated with the existing system;

● Significant amount of time is allocated for writing and recording the activities done.

● The state of assets in stock is manually updated.

● Mistake of forgetting or assuming a problem is solved or a request is attended.

● Too much workload on the Systems administrator

● Can’t generate reports automatically.

3.6 EVALUATION OF ALTERNATIVES

In this stage alternative solutions are weighed and one with more weight is considered as the best
solution. Time and cost are the major factors to consider one solution as the best. The following
are the alternative solutions:

● Upgrade of the existing system- This method involves the addition of extra

features to the already existing system (Hoffer et al, 2002). The features may
involve improving security of the records to prevent data loss. Also manual
recording systems are difficult to update since they would still require the same
materials and process. This means time and cost have not been reduced. Therefore

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 it is the worse alternative since most of the weaknesses of the old system may still
be experienced.

● Outsourcing of an existing software-This is the purchase of an already developed

software system to be used at ZPC. If a reputable software manufacturer is found,

a possibility of an efficient software system will be obtained in less time but
outsourcing a system is costly, there is need for training and the software may not
leave a room for customizing the system to suit the needs of the company. This
rules out this alternative.

● Development of the new system- This is the creation of a new software system that takes

into account all the requirements from users and the organization (Hoffer et al, 2002).
The whole process of software development will be led by I.T experts, from the
elicitation of requirements up to the deployment of the system into the organization. It is
efficient because it reduces workload and costs incurred during report generation.
Therefore making it the best alternative.

3.7 REQUIREMENTS ANALYSIS

Shelly and Rosenblatt (2010) define requirement analysis as the process of determining and
reevaluating user expectations of a system. It clearly defines what the system does and the
operations involved within that given system under particular constraints. Hence if this area is
not done properly the system will need corrections in future.

3.8 FUNCTIONAL REQUIREMENTS

Functional requirements are those that directly affect the performance of the system and include
the following;

● The system checks work progress.

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 ● The application should have a user-friendly interface

● The application should not allow a record to be saved with omitted data.

● The implementation should support a standard browser

● The application should reduce the workload of creating reports as it is to produce reports

by just a click of a button

● The application should have strict security measures whereby admin and user have

different and relevant rights assigned to their accounts

● Displays call/requests and their state.

● The system allows the admin to add users and staff.

3.9 NON-FUNCTIONAL REQUIREMENTS

These are behavioral characteristics of the system and these include:

● The system has a login page for security

● It works day and night 24/7.

● It allows storage of assets and their users.

● It has an attractive user interface.

● It allows computer users to communicate with the ICT staff.

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3.10 CONCLUSION
In this chapter the system was broken down , inspected and understood and weaknesses were
resolved in the best way therefore the system is worth developing since the current system’s
weaknesses were resolved in the new system.

4 CHAPTER FOUR: DESIGN

4.1 INTRODUCTION

System design is the process of defining the architecture, components, modules, interfaces, and

data for a system to satisfy specified requirements through system modeling. One could see it as

the application of systems theory to produce development. The design of this system will be user

friendly. It shall be designed in such a way that employees will be able to navigate easily through

the information supplied on the system.

In other words, system design consists of design activities that produce system specifications

satisfying the functional requirements that were developed in the system analysis process.

System design specifies how the system will accomplish. System design is the structural

implementation of the system analysis.

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4.2 ARCHITECTURAL DESIGN

The application will contain the following

● User interface- this where all the process of logging in, reports, adding records, deleting
records and editing them and viewing them.
● Database- MySQL database will be used to store the data and of assets, user accounts and
records

4.4 CONTEXT DIAGRAM

A context diagram in engineering is a diagram that defines the boundary between the system,
part of the system and its environments, showing the entities that interact with it. It shows a
system as a whole and its inputs and outputs from and to external factors according to Kossiakoff
and Sweet (2011).

Administrator Staff

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 Assign tasks and add issues view calls

View reports

Online
HelpDesk
Update issue and task status

Make a call

View knowledge base

user

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4.5 SEQUENCE DIAGRAM

4.6 DATA-FLOW DIAGRAM

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4.7 INTERFACE DESIGN
It is a stage whereby an outlay of how users will be interrelating with the developed system. This
is of paramount importance as it determines the acceptability of the system by the users (Coronel
and Crockett, 2008). It shows the input and output structures the system will require and every
interface has got its own oddity and capability. The interfaces are to be suitable to the user’s
needs and expectancy (Braude, 2014).

The following steps are I followed for user interface design: -

● My interfaces are designed in such a way that the system user always be aware of what

to do next

● The interface is simple and easy to understand what is going on.

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4.8 USE-CASE DIAGRAM
A use case focuses on the goals of the actors who interact with the system and the relationship
between actors and different use cases in which the user is involved. In the student examination
attendance system the students and administrator are the actors

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4.9 SYSTEM FLOW-CHART
A system flowchart is a way of displaying how data flows in a system and how decisions are
made to control the events. Symbols are used, they are connected together to show what happens
to data and where it goes.

LOGIN

ADMIN STAFF USER

DASHBOARD DASHBOARD DASHBOARD

ADMIN STAFF MENU

MENU

ADD ASSET ADD USER

USER MENU
ADD USERS ADD ASSETS

ADD ADD ISSUES

CATEGORY MAKE A
CALL
ADD AN VIEW TASK
ISSUE

ASSIGN A CHANGE VIEW

TASK TASK STATE NUMBER OF
ASSETS

VIEW DELETE
CALLS ASSET

VIEW AND
VIEW UPDATE
DOWNLOAD
ASSETS ASSETS
DOCUMENT

GENERATE VIEW
REPORTS CALLS

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4.10 SECURITY DESIGN
This is development of a system with little to no vulnerabilities and free of impervious to attack
as possible through measures such as authentication and continuous testing. In the new system
this is practiced when the administrator has to enter user name and password to be able to access
the system.

4.11 CONCLUSION
This chapter ensured that the researcher understood what is expected of the system and designed
how the various capabilities of the system will be realized. The design in this chapter was used to
implement the system and the implemented system is outlined in the next chapter.

CHAPTER FIVE: IMPLEMENTATION AND TESTING

5.1INTRODUCTION

This chapter covers systems development, results of testing and system implementation. It brings
the project to life by giving a visual expression of the new system as was developed.

In this phase, all programs of the system will be loaded onto the user’s computer.
Implementation will involve the use of programming languages that will be used to develop the
system. The system will be built using PHP, MYSQL, JavaScript and HTML and CSS

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5.2 SCREENSHOTS OF SYSTEM

Login Page

The login page allows users to access the system after entering their username and password. As
the user clicks on the sign in button, a popup form with username and password appears where
the user has to feed in his or her details to have access to the system.

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Admin homepage

After entering the correct credentials for the administrator account the system will authenticate
and navigate to the admin’s home page which looks like the following

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Staff homepage

After entering the correct credentials for a staff account the system will authenticate and navigate
to the staff’s home page which looks like the following

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User Homepage

The user can only view a number of assets, call logs, issues and users but has no rights to open
and view details. After being authenticated the user can then make a call to the administrator
reporting the issue or problem he/she is having with an

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Add an asset

Admin or staff has the rights and permissions to add assets to the system.

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Add user

The following is the page where only the admin can create new accounts for users and staff.

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Add issues

The following is Admin’s page where can assign issues to the staff and the staff will be able to
view the tasks assigned to him on his dashboard

Edit calls

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.

New call log

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View all call logs

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The Admin and Staff can view all call logs made by users and their states as well as updating
state and sending replies to the users.

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5.3APPLICATION / SYSTEM INSTALLATION
● Install XAMPP

● Install Sublime text editor

● download and unzip the folder

● paste the unzipped folder to C:\xampp\htdocs.

● Open and run XAMPP, start APACHE and MySQL

● Open browser and create a new database and name it munyati.

● Import the database file named munyati.sql in the project folder

● You might need to change the upload size limit for XAMPP.

● Open browser and type: localhost/zpcsystem in the link section

● Login as administrator using: admin@zpc.co.zw as username and admin as password,

Log in as staff using cmhuri@zpc.co.zw as username and mm as password, Log in as

user using user@zpc.co.zw as username and user1 as password

5.4 UNIT TESTING

Unit testing involves the design of test cases that validate that the internal program logic is
functioning properly, and that program inputs produce valid outputs. All decision branches and
internal code flow should be validated. It is the testing of individual software units of the
application. It is done after the completion of an individual unit before integration. This is a
structural testing, that relies on knowledge of its construction and is invasive. Unit tests perform

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basic tests at component level and test a specific business process, application, and/or system
configuration. Unit tests ensure that each unique path of a business process performs accurately
to the documented specifications and contains clearly defined inputs and expected results.

Unit testing is usually conducted as part of a combined code and unit test phase of the software
lifecycle, although it is not uncommon for coding and unit testing to be conducted as two distinct
phases.

Test strategy and approach

Field testing will be performed manually and functional tests will be written in detail.

Test objectives
● All field entries must work properly.

● Pages must be activated from the identified link.

● The entry screen, messages and responses must not be delayed.

● Features to be tested

● Verify that the entries are of the correct format

● No duplicate entries should be allowed

● All links should take the user to the correct page.

● No unauthorized access of pages.

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5.5 MODULAR TESTING
Module testing is defined as a software testing type, which checks individual subprograms,
subroutines, classes, or procedures in a program. Instead of testing the whole system program at
once, module testing recommends testing the smaller building blocks of the program.

5.6 OBJECTIVES TESTING

Testing is about verifying that was specified is what was delivered. It verifies the system whether
it meets the functional, performance, design and implementation of the system. There are two
test strategies used namely validation and verification

5.7 ACCEPTANCE TESTING

A testing technique performed to determine whether or not the software system has met the
requirement specifications and also the system's compliance with the business requirements and
verify if it has met the required criteria for delivery to end users.

5.8 VALIDATION
This is whereby one checks whether the right system is being built. The system checks whether it
meets the specifications of the user. Based on the comments from the positive feedback from the
control room and the technicians it was validated.

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5.9 CONCLUSION
Effective implementation of this software will take care of the basic requirements of the ICT
help desk and asset management as well as project management because it is capable of
providing easy and effective storage of information related to activities happening in the
stipulated area. With these, the objectives of the system design will be achieved.

In order to allow for future expansion, the system has been designed in such a way that will

allow possible modification as it may deem necessary by the department, whenever the idea

arises.

6. APPENDIX
Proposed Budget

S/N ITEM QTY UNIT PRICE AMOUNT(RTGS)

1 Printing 100

2 Airtime(Data) 2,000

3 Design software 15,000

4 Transport 1,000

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 5 Pens 10 10 250

TOTAL 380,000

7. REFERENCING
In S. Katsikas,,J. Lopez, & G. Pernul (Eds.), LNCS: Vol. 3592.TrustBus (2005) (pp. 70–79).
Berlin: Springer.

[2] C. E. Landwehr, Best available technologies for computer security, IEEE Computer, July,
1983.

Alexander Kossiakoff, William N. Sweet (2011). Systems Engineering: Principles and

Practices p. 266

Gemino, A., Parker, D.(2009) "Use case diagrams in support of use case modeling: Deriving
understanding from the picture", Journal of Database Management, .

Jacobson, I., Christerson M., Jonsson P., Övergaard G., (1992). Object-Oriented Software
Engineering - A Use Case Driven Approach, Addison-Wesley.

http://www.w3schools.com/

http://wikipedia.com/

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8. FORMATTING

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