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This article is presented by:
Asha Sasi
M0732
MCA 2007-2010

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RemotePC Help Desk

PROJECT DESCRIPTION
The project includes both desktop application as well as web application.

The application aims at improving customer support and troubleshooting activities. It allows providing technical support to customers through remote desktop control.

A Help Desk Process provides users with the answers they need for their technical issue. 

By bringing Help Desk Process to the digital medium and onto computers, finding solutions has been easier.

Using RemotePC HelpDesk, providing helpdesk facilities will have the added advantage of remote desktop control.

The scope of the project is global i.e. it should be able to be accessed from anywhere through the Internet by providing proper login.


Module Includes:-

Admin

Technician

Client
Admin Module
Adds sold products to the web server

Adds new problems and its solution to the web server.

Desktop viewer application environment.

Provision to manage technicians.

Create account for techinician(s) by using user id , port number and ip address.
Technician Module

Login to RPCHD account via desktop viewer application by entering the login details provided by the administrator.

Live chat with customer.

Create and conduct support session.

Connect remotely to customer’s pc and begin troubleshooting.

Customer Module

Avail technical support by registering and then after login in to the site .

Search the problem solution.

Live chat with technician.

Requests for remote support by downloading and running the remote pc client software.

Existing System
Most companies are giving customer support through telephone services.

Only one customer will be treated at a time through the phone.

The customer should resolve the problem with the given instructions by the technician.

Disadvantages of Existing System
There is no remote access to the customer system.

Problems in storing chat details.

Handles only one customer at a time.
Proposed System

It has facilities to overcome all the disadvantages of the
Existing system.

There are facilities to handle more number of customers at a time.

Customer will get the right support from the right technician.

Advantages of Proposed System
Connect to customer’s pc remotely.
Resolve technical issues.
Desktop viewer for technician.
Instant transfer of file between technician’s pc and that of customer’s.
Live chat with customer and interact with them.
Handle administrative tasks.

Hardware Requirements
Processor - INTEL PENTIUM class,
AMD or a compatible processor
Memory - 512 MB RAM
Hard Disk Capacity - 10 GB FREE SPACE
Key Board
Mouse
Software Requirements

Architecture - J2EE
Web front-end - JSP
Database - MySQL
IDE - Eclipse
Web Server - Apache Tomcat
Server side script - JSP, RMI
Client side script - Javascript , HTML, Java Swing