Research And Development Of Web-based Customer Support System

Traditional two-tier architecture applications have been widely deployed in the industry, but along with the progress of network technologies, the shortcomings associated with them are well known. The problems of two-tier architecture can be solved by adding a middle tier through separating business logic codes from other codes. This forms multitier architecture, whose features include good expansibility and easy to be developed and maintained. According to this idea, the author of this article try to discuss Web-based multitier architecture. On the basis of multitier architecture theory, the author designed and implemented Customer Support System, which can process bug reports received from the users and feed back. Users can commit bug reports either by web pages or by Emails. Servers in the middle tier receive requests and unify them as message format. After checking them, the system administrator dispenses these tasks to experts, whose work is answer the questions. The system runs on Windows 2000, which provides two core technologies. One is COM+, which provides strong transactional support. The other is MSMQ, which provides asynchronous communications. They guarantee the integrality of business process and much network resource would be saved. When researching MSMQ, the author introduce a new concept named "message Flow" then classify it and study the relationship between Message Flow and transaction. Message Flow shows the business workflow more clearly in message-based applications, so as to make us understand deeply. It also can make people know whether use transaction or not in complex matters.