期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2011
卷号：31
期号：1
页码：01-04
出版社：Journal of Theoretical and Applied
摘要：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.
关键词：Helpdesk System; Decision Support System; Management Information System; Malaysian Government
