Secure open source web based helpdesk system

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

Secured Open Source Web Based Helpdesk System is a helpdesk management system for the Secured Mail Unit, Malaysian Ministry of Foreign Affairs. It is an online system which was developed to facilitate and manage the incoming complaints from various users in the Malaysian governmental ministries. Previously, it was performed manually by using a log book and jobs were assigned based on the log book's records. This system was developed using PHP as the primary programming language and MYSQL as the database. Three categories of users had been created to manage the system: normal user, supervisor and admin. Every categories of user has their own responsibilities and privileges in accessing the system. The security features such as MD5 for message digest algorithm is one of the functionalities used to secure the saved password in plain text to an encrypted form which cannot be easily interpreted. It works by applying the cryptographic hash function which uses the 128 bit hash value. This functionality had been employed in a wide variety of secured applications and commonly used to check the data integrity. This system is capable to record all the complaints received, show the status of the complaints and monitor the progress of each complaint. It will segregate and distribute the incoming requests to the technical support staffs and their respective supervisors based on each team's capabilities. Besides that, it is also generates report periodically that supports managerial decision making process.

Original languageEnglish
Pages (from-to)1-4
Number of pages4
JournalJournal of Theoretical and Applied Information Technology
Volume31
Issue number1
Publication statusPublished - 2011

Fingerprint

Web-based System
Supervisory personnel
Open Source
Hash functions
Online systems
Computer programming languages
Decision making
Data Integrity
Password
Hash Function
Programming Languages
Monitor
Decision Making
Unit

Keywords

  • Decision support system
  • Helpdesk system
  • Malaysian government
  • Management information system

ASJC Scopus subject areas

  • Computer Science(all)
  • Theoretical Computer Science

Cite this

Secure open source web based helpdesk system. / Othman, Hasnan; Valbir Singh, Dalbir Singh.

In: Journal of Theoretical and Applied Information Technology, Vol. 31, No. 1, 2011, p. 1-4.

Research output: Contribution to journalArticle

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