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Database design for Help Desk application.

Update:11-30Source: network consolidation
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Hello does any one know
Database design for Help Desk application.
ERD
Business rules and features
?

The Best Answer

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The best way to approach a database design is to write a
specification for the application. Document what processes the help
desk technicians will do. In the process, identify what pieces of
information they work with. When you have the complete
specification written, you can then begin grouping the pieces of
information they work with together. For example, a ticket may have
a number, status, priority and a person to whom it is assigned. The
person to whom the ticket is assigned will have a name, phone
number, e-mail address and a list of technical skills.
So in this overly-simplified example, we could have a table
that contains ticket information, a table that has information
about technicians and a table of skills. Then ask your self
questions like "Can one ticket be handled by more than one
technician?" "Can one technician handle more than one ticket?" Can
a technician have more than one skill?" In this way, you can begin
seeing the one-to-one, one-to-many and many-to-many relationships
that exist.
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