Database design for Help Desk application.

Hello does any one know
Database design for Help Desk application.
ERD
Business rules and features
?

The best way to approach a database design is to write a
specification for the application. Document what processes the help
desk technicians will do. In the process, identify what pieces of
information they work with. When you have the complete
specification written, you can then begin grouping the pieces of
information they work with together. For example, a ticket may have
a number, status, priority and a person to whom it is assigned. The
person to whom the ticket is assigned will have a name, phone
number, e-mail address and a list of technical skills.
So in this overly-simplified example, we could have a table
that contains ticket information, a table that has information
about technicians and a table of skills. Then ask your self
questions like "Can one ticket be handled by more than one
technician?" "Can one technician handle more than one ticket?" Can
a technician have more than one skill?" In this way, you can begin
seeing the one-to-one, one-to-many and many-to-many relationships
that exist.

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The best way to approach a database design is to write a
specification for the application. Document what processes the help
desk technicians will do. In the process, identify what pieces of
information they work with. When you have the complete
specification written, you can then begin grouping the pieces of
information they work with together. For example, a ticket may have
a number, status, priority and a person to whom it is assigned. The
person to whom the ticket is assigned will have a name, phone
number, e-mail address and a list of technical skills.
So in this overly-simplified example, we could have a table
that contains ticket information, a table that has information
about technicians and a table of skills. Then ask your self
questions like "Can one ticket be handled by more than one
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seeing the one-to-one, one-to-many and many-to-many relationships
that exist.

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The best way to approach a database design is to write a
specification for the application. Document what processes the help
desk technicians will do. In the process, identify what pieces of
information they work with. When you have the complete
specification written, you can then begin grouping the pieces of
information they work with together. For example, a ticket may have
a number, status, priority and a person to whom it is assigned. The
person to whom the ticket is assigned will have a name, phone
number, e-mail address and a list of technical skills.
So in this overly-simplified example, we could have a table
that contains ticket information, a table that has information
about technicians and a table of skills. Then ask your self
questions like "Can one ticket be handled by more than one
technician?" "Can one technician handle more than one ticket?" Can
a technician have more than one skill?" In this way, you can begin
seeing the one-to-one, one-to-many and many-to-many relationships
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Not sure if you've looked already, but a quick
Google
Search gives a few useful links such as
this
and
this
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Hello
I was assigned to re-create a help desk application using
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I am so far clueless from the business requirements
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with some modification to the following wonderful project by
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http://lighthousepro.riaforge.org/
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Help with a database design for community housing project

Talking database design
Hi all, I have been wondering about the design of tables for a big block of residential units. There are 100 + rooms. there are about 25 houses in this complex but the 100 + rooms are all rented out separately.
Its just like a college campus really but its not a college campus , its a little unique.
The rents are applied as a percentage of income, so thats not common, so I included a tblRoomCost where the pre-calculated weekly cost is entered, and its got a date field in there for when the change of rent charged. I probably need to include an income field in tblCustomer, even just as an Admin reference.
So is this looking pretty ok and would there be any point in scrapping the database and using text files ?
So what do you think of these tables please ?
tblCustomer
pkCustomer, fldFirstName, fldLastname
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The naming scheme is one I learned and havn't thought past it though I do get into trouble and your suggestion may prove useful when codeing !
I thought the tblRoomAllocation and tblRoomCost took care of changing. Though I see now that tbleRoomAllocation needs a Date field really. And the tblRoomCost has a fldRoomCost which isnt really that good an implementation as the rooms themselves are priced always accoedijng to the income of a resident and not because of the room. So the real world object is getting fudgy........
It is extremely unlikly that Admin would ever allow two rooms to be rented by an individual.
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Do you think there is a need for Accounts table if only one room is permitted to be rented , though room changing may be common?
And thx for your input.
Message was edited by:
user521381

Database design for DSS

Hello All
I have to design database for a DSS.
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The best way to approach a database design is to write a
specification for the application. Document what processes the help
desk technicians will do. In the process, identify what pieces of
information they work with. When you have the complete
specification written, you can then begin grouping the pieces of
information they work with together. For example, a ticket may have
a number, status, priority and a person to whom it is assigned. The
person to whom the ticket is assigned will have a name, phone
number, e-mail address and a list of technical skills.
So in this overly-simplified example, we could have a table
that contains ticket information, a table that has information
about technicians and a table of skills. Then ask your self
questions like "Can one ticket be handled by more than one
technician?" "Can one technician handle more than one ticket?" Can
a technician have more than one skill?" In this way, you can begin
seeing the one-to-one, one-to-many and many-to-many relationships
that exist.

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Thank you

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Not the most attractive solution, but I am very satisfied. Just my two cents...!
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Create a custom MMC snap-in for Help Desk to edit Passwords.

Hi all,
My scenario is similar to the scenario found here: http://social.technet.microsoft.com/Forums/windowsserver/en-US/3f0dbf8e-636b-45fe-93db-f788d5b976fd/allow-help-desk-to-only-reset-user-passwords?forum=winserverManagement.
"I'd like to come up with a way for [Managers] to be able to change someone's password and/or unlock
the user account if applicable. I'm hesitant to add them to the Account Operators built-in group since this would give them the rights to add/remove from groups, create or delete accounts and so much more that doesn't apply to their responsibilities.
A web interface for them to use or something other simple and small would be preferred. I know there
are pricey 3rd-party apps that can compartmentalize system rights for user accounts, but first I'd like to explore simpler options."
My Question: Most of my scenario has been answered in the above link, however, I am not sure how to create a custom MMC snap-in that will allow Managers to edit user passwords from their workstation. Also, if I create a
MMC snap-in is there a way to deploy it with group policy to the managers or would I have to log in to each of the managers workstations and set it up manually?
All answers are greatly appreciated! Thanks for your help.

Hi,
Please refer to the following article and check if can help you.
Reset Password Custom Console
à
if I create a MMC snap-in is there a way to deploy it with group policy to the managers
I don’t think that you can achieve the target directly by using group policy. Just another thought, you may create a script to deploy the MMC snap-in. Then add the script
as Logon script in Group policy and
assign user logon scripts to those specific users. Just a thought, thanks for your understanding.
If anything I misunderstand, please don’t hesitate to let me know.
Hope this helps.
Best regards,
Justin Gu

After Firefox 12, some fields in forms in our help desk application do not display correctly. They appear as horizontal scroll fields instead.

We use a Help Desk system at work (BMC Remedy IT Service Management). In version 12 of Firefox, all fields are displayed correctly in the form. However, if I upgrade to any version greater than 12, some of the fields display as horizontal scroll fields (without showing the data in them). As such, I am forced to stay on version 12 for work.

Found this is actually a problem with the BMC Remedy system in use (version 7.1). Here are details if anyone is interested: https://communities.bmc.com/communities/message/256456

Database design for Help Desk application.

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