Design And Implementation Of HelpDesk Platform Based On J2EE

HelpDesk is a kind of service to provide solutions for users'technical problems; users obtain technical support and consultation directly, and obtain rapid response to the locale support. The foundation and running of HelpDesk platform ensure the availability of the entire information system effectively. With the increasing extension of global informational proceeding and optimize allocation of resources, enterprises have higher requirement to the services providing by HelpDesk platform. They hope that HelpDesk not only do computer maintenance well, but also provide professional systems and data analysis in order to shorten resolving times, lower failure rate, improve the frontline resolve rate and reduce TCO(Total Cost of Ownership).In order to focus on core business, reduce cost and improve quality, a growing number of enterprises let the third party provide HelpDesk service. Software outsourcing companies become the main HelpDesk service providers; this has not only brought opportunities, but also brought intense competition to them at the same time. how to improve HelpDesk service model to meet the needs of business users has become a pressing need of software outsourcing company.Based on the requirements coming from the software outsourcing company that provides HelpDesk service, the architectures and designs of the HelpDesk platform have been realized. Through the requirements analysis of the HelpDesk service, the business design and system development model of platform has been defined, and the project related technique and development environment have been introduced. According to the advantages and disadvantages of the existing framework based on J2EE, and the actual requirements of the software outsourcing company on HelpDesk platform, the resolution was chosen: SSH framework which integrate Struts, Spring and Hibernate. This architecture achieved high separate and transparence between layers, the technique used in layers is flexible, and the seamless integration between layers has achieved also.In a word, through the research of the requirement definition, architecture and detailed module design of the HelpDesk platform, not only the HelpDesk platform has been designed to upgrade the HelpDesk service contribution, a reference of how to build the HelpDesk platform needed by a software outsourcing company has been achieved also.