OTIS - Online Tech-support Information Service

Introduction

A large corporation will have thousands of computer users who will need technical support at any time of the day.

OTIS addresses the following client needs:

• Easy to use and intuitive graphical interface.



• Fully web-enabled.



• Scalability to meet network growth.



• Reliable, secure and fast.



• Interface with LDAP (Light-weight Directory Access Protocol).



• Provide simple answers in the form of frequently asked questions (FAQ) based on the type of issue.

A solid network is essential for the proper function of this system.

This project will describe the security setup and the components involved in authenticating users that access the server.

OTIS follows a three-tier, thin-client architecture. The three tiers are:

• FRONT-END: Web services / content serving tier providing the user interface.



• MID-TIER: Application processing tier with scheduling, tracking and report generation services. This tier has also has access to LDAP services.



• BACK-END: Database access.

Level 0 DFD

Level 1 DFD