HIT2308 Assignment 3

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Title: HIT2308 Assignment 3

1
HIT2308 Assignment 3

2
THE SCENARIO

Russell Kennedy Solicitors has a 2-man IT
Helpdesk.
Users call with issues that Helpdesk needs to
view.
To aid this process, VNC has been installed on
all PCs
Helpdesk Staff need to ask users for their IP, or
search a database (automatically maintained by
another piece of software)

3
THE SCENARIO

Russell Kennedy wish to have an application to
easily allow them to connect to a users PC.

4
PAIN POINT 1

Requires Helpdesk staff to ask users their IP
address every call, or take extra time to lookup
the IP in a database.
Takes additional time on either part. Potential
frustration for users at discovering their IP
address, or Helpdesk for looking it up in a
database
Also a constraint, given user training/competency
in IT

5
PAIN POINT 2

Manually starting VNC Viewer, Entering IP
Address, typing password.
Currently the entire process several minutes and
consists of work on the part of BOTH parties

6
KEY ISSUE

7
GOAL

Design an application that will allow Helpdesk to
easily connect to a users computer, given the
name of the user.

8
ASSUMPTION 1

File Location (where is the Database located? Is
this consistent on all Helpdesk computers? Where
is VNC Viewer located?)

9
ASSUMPTION 2

Able to remote control the users PC
Is the PC Networked?
Does the PC have VNC on it?
Has the script to write latest information (Logon
Time, Username, IP Address) run correctly on the
PC?

10
CONSTRAINT 1

Information is written into the database in a
specific way (via PC Serial Number/MAC Address)
A username may have multiple entries in a
database
Is this because the user is logged onto multiple
PCs, or logged onto a PC in the past that hasnt
been logged back onto? (IT POLICY? CHECK WITH
DAD)
Assume the latest logged on time.

11
CONSTRAINT 2

DHCP issues leases on IP Addresses that last for
a specific period of time
Cannot assume that these leases will get renewed
to the same PC, therefore we must use the
Database.

12
THE SOLUTION

Develop an application to enable Helpdesk Staff
to easily remote control a PC given a specific
user.

13
THE SOLUTION

Application needs to be EASY to ACCESS
Designed to sit in the System Tray, where a
single click will prompt the Helpdesk Staff to
enter a username
At the click of a button, connects to PC.
Solves Pain Point

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