CHAPTER I

THE PROBLEM AND ITS BACKGROUND

Introduction

With the innovation in every kind of things for making the human life convenient

and comfortable, technology play a big part in our society and often consider essential in

our daily life. The computer is most likely one of the great technological trigger for future

change especially in communication. The Internet connects billions of people around the

globe and allows a type of connectivity in ways which the world has never seen.

Companies are able to do business with consumers from other countries instantaneously,

friends and families are able to talk to one another and see each other regardless of

location, and information sits at the fingertips of every person with a computer, tablet or

phone. This is due to the fact that in today’s dynamic world, life without technology is

meaningless.

Wide Area Network (WAN) is designed to accommodate and interconnects

multiple local area networks (LAN) within a very large area, such as an entire country or

the entire world. Typically, a router or other multifunction device is used to connect a

LAN to a WAN. It allows a resource between computer and a server to communicate to

each other. The server has data storage or a database and application that are shared by

multiple users.

WANs over wired network connections remain the preferred medium for most

enterprises, but wireless WAN technologies, based on the 4G LTE standard, are the

gaining traction. Latency and bandwidth constraints often cause enterprise WANs to

suffer from performance issues. In line with this, the proponents used this type of

14
networking for the proposed system called Web-Based Ticketing & Monitoring System

for i-Secure Networks & Business Solutions, Inc.

Web-Based Ticketing & Monitoring System for i-Secure Networks & Business

Solutions, Inc. is a system that reports and generates tickets for the issue about the

customer’s problem. Once there is an issue on its services, the customer will log in to the

system and state the problem then submit the report. The administrator will now see and

fix the problem flashing at the big screen as well as it is save in the database that holds all

the records of report for future reference. The ticket number will be assign to designated

engineer and the administrator can now view the progress of the stated problem. It is

created for the easy maintenance of products and uses email address to instantly send the

ongoing status of report whether it is pending or already resolved as well as the

administrator can see the productivity of the engineers. It can save numerous hours of

transaction for smooth work environment.

Statement of the Problem

The general problem of the study is: How could the services and maintenance in

fixing the Computers in i-Secure Networks & Business Solutions, Inc. be enhance?

Specifically, this study sought answers to the following questions:

1. What are the problems encountered by the customers in the present

ticketing services offered by i-Secure Networks & Business Solutions, Inc.?

2. What are the research descriptive methods used in determining the

problems of the existing system of i-Secure Networks & Business Solutions,

Inc.?

15
3. What innovation features can be added to the system in terms of the

following:

3.1 Access control

3.2 User Interface.

3.3 User’s log history.

3.4 Display the reports.

3.5 Report tracking system.

3.6 List of computer being fixed.

3.8Automated reports via e-mail.

4. How to create and design a working Web-Based Ticketing &

Monitoring System?

5. How to develop the proposed system entitled Web-Based Ticketing &

Monitoring System for i-Secure Networks & Business Solutions, Inc.?

6. How to test the performance of the developed system in terms of the

desired result against the manual reports?

7. How to monitor the productivity and responsiveness of engineers in

various issues about the problem encountered by the customers?

8. How to test the acceptability of the developed system in terms of the

following criteria?

8.1 Functionality

8.2 Reliability

8.3 Usability

8.4 Efficiency

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 8.5 Maintainability

8.6 Portability

Scope and Delimitation

This study focused on researching and developing a Web-Based Ticketing &

Monitoring System for i-Secure Networks & Business Solutions, Inc. The primary

objective of this study is to enhance the services and maintenance of Web-Based

Ticketing & Monitoring System that will process and display the information reports by

sending various data to the server such as the information of the employee, the ticket

number, the date of passed report, the date of the report resolution, and the engineer who

take over the reported problem. Apart from developing a program, the system also test

the efficiency on giving fast and convenient system to provide smooth operation to the

company i-Secure Networks & Business Solutions, Inc. workplace. Generally, the

purpose of this system is to monitor the customers and engineers actions as well as to

maintain the services of the company. The system is used and tested in i-Secure

Networks & Business Solutions Inc. for its (1) Functionality (2) Reliability (3) Usability

(4) Efficiency (5) Maintainability (6) Portability.

This system offers account for customers and engineers through the

administrator only; therefore the administrator can change password as well as the

customers and engineers but only the administrator can edit and provide their account for

security purpose and to avoid multiple account creation. The system capability of sending

reports depend on how reliable is their network connection. The system is only concerned

with the ticketing and report management and will not relate on how long the

maintenance technically fix the reported issue. Only customers and management of i-

17
Secure Networks & Business Solutions, Inc. can avail the function and the services of the

system.

Significance of the Study

The findings of study will be rebound to benefit of the company considering

that maintenance of computers plays important role in our society today. The greater

demand for such systems is like a tool that helps company owner justifies the needs for

more effective, life-changing experience of the user of the system.

Costumers of i-Secure Networks & Business Solutions, Inc. The primary

benefactors of this system, since employees are the people who will use it, it provides

user friendly interface, easy to access and can save a lot of time.

Proponents. The proponents’ benefits in this system throughout the

development of the program by testing and maintaining to give the users a better

performance, it also serves as test of proponents’ ability, skills and knowledge.

Future Researchers. The developed system will contribute new knowledge to

the researchers in the area of programmers. It will serve as a reference to their future

studies and research.

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 CHAPTER II

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter presents the current study in the context of previous

related research. It consists of both concept principles and research framework of the

present study, the review of both related studies and literature that are connected to the

present study, as well as the operational definition of variables that are based on

observable characteristics and how they are used in the study.

Relevant Theories

The present study is conceptualized based on competency, leadership styles and

emotional quotient theories.

Theory in Programing Language. Hehner (2012) stated that a mathematical

theory gives a much greater degree of precision by providing a method of calculation. It

is unlikely that we could send a rocket to Jupiter without a mathematical theory of

motion. And even baseball pitchers are finding that their pitch can be improved by using

some theory. Similarly, a lot of mundane programming can be done without the aid of a

theory, but the more difficult programming is very unlikely to be done correctly without a

good theory. The software industry has an overwhelming experience of buggy programs

to support that statement. And even mundane programming can be improved by the use

of a theory. Another answer is that a theory provides a kind of understanding. Our ability

to control and predict motion changes from an art to a science when we learn a

mathematical theory. Similarly, programming changes from an art to a science when we

learn to understand programs in the same way we understand mathematical theorems.

19
With a scientific outlook, we change our view of the world. We attribute less to spirits or

chance, and increase our understanding of what is possible and what is not. It is a

valuable part of education for anyone.

Programming Language Theory and its Implementation. Gordon (2011)

stated that in order to prove mathematically the correctness of a program one must first

specify what it means for it to be corrected. A notation for specifying the desired

behavior of imperative programs is described. This notation is due to CAR Hoare

Executing an imperative program has the ability of changing the state, i.e. the values of

program variables. To use such a program, one first establishes an initial state by setting

the values of some variables to values of interest. One then executes the program. This

transforms the initial state into a final one. One then inspects (using print commands etc.)

the values of variables in the final state to get the desired results. For example, to

compute the result of dividing y into x one might load x and y into program variables X

and Y respectively. One might then execute a suitable program to transform the initial

state into a final state in which the variables QUOT and REM hold the quotient and

remainder respectively. Programs are built out of commands like assignments,

conditionals etc. The terms program and command are really synonymous; the former

will only be used for commands representing complete algorithms.

In developing and designing the developed system, the following were used; a

programming language using a primary scripting language like PHP, a secondary

scripting language like JavaScript, and MySQL as database. The developers attracted to

effective theories primarily because they save labor -for the human and the computer, and

secondarily because they give better assurance about the properties of programs.

20
 Theory of Computer Science. Savage (2013) stated that Computer science is the

study of computers and programs, the collections of instructions that direct the activity of

computers. Although computers are made of simple elements, the tasks they perform are

often very complex. The great disparity between the simplicity of computers and the

complexity of computational tasks offers intellectual challenges of the highest order. It is

the models and methods of analysis developed by computer science to meet these

challenges that are the subject of theoretical computer science.

Computer scientists have developed models for machines, such as the random-

access and Turing machines; for languages, such as regular and context-free languages;

for programs, such as straight-line and branching programs; and for systems of programs,

such as compilers and operating systems. Models have also been developed for data

structures, such as heaps, and for databases, such as the relational and object-oriented

databases.

Methods of analysis have been developed to study the efficiency of algorithms

and their data structures, the expressibility of languages and the capacity of computer

architectures to recognize them, the classification of problems by the time and space

required to solve them, their inherent complexity, and limits that hold simultaneously on

computational resources for particular problems. This book examines each of these topics

in detail except for the first, analysis of algorithms and data structures, which it covers

only briefly.

Theoretical computer science uses models and analysis to study computers and

computation process. It thus encompasses the many areas of computer science

sufficiently well developed to have models and methods of analysis.

21
 Theory of Computing. Hartmanis (2013) stated that the theory of computing is

the study of efficient computation, models of computational processes, and their limits.

Research at Cornell spans all areas of the theory of computing and is responsible for the

development of modern computational complexity theory, the foundations of efficient

graph algorithms, and the use of applied logic and formal verification for building

reliable systems. In keeping with our tradition of opening new frontiers in theory

research, we have emerged in recent years as a leader in exploring the interface between

computation and the social sciences.

In addition to its depth in the central areas of theory, Cornell is unique among

top research departments in the fluency with which students can interact with faculty in

both theoretical and applied areas, and work on problems at the critical juncture of theory

and applications.

Theory of Science and Technology. Turner (2015) stated that Science and

Technology Studies (STS) names a heterogeneous body of research, scholars, journals,

professional associations, and academic programs that focus on the history, social

organization and culture of science and technology.

In response to the recognizable growth in science in the contemporary world and

to the educational and economic policy implications of this explosion of scientific

research and development in 1960, STS also responded to issues of public responsibility

that seemed to be engendered by technological innovation. The Vietnam War encouraged

scientists to become politically active.

The Asilomar Conference on Recombinant DNA in 1975 set a precedent in

which scientists regulated the own community, established formal norms, and supported

22
legally enforceable guidelines for research.

Public recognition of the AIDS epidemic sparked rumors of the viruses’ origin in

laboratory mishaps in 1980. The burgeoning synergy of attention and concern in the late

20th century produced, by the 21st century, a continuous concatenation between science

and public policy concerns. By the time STS first emerged as an interdisciplinary

conversation, significant accounts of the work of scientists, the production of scientific

knowledge, and the impact of technological innovation had been produced in each of the

social sciences from their distinctive disciplinary perspectives. Across the diverse

research traditions, however, there seemed to be a shared or received view of science as

the work of great minds, usually male, discovering nature's hidden patterns and

mechanisms.

Social network theory. Milgram (2015) stated that the Social network theory

views social relationships in terms of nodes and ties. Nodes are the individual actors

within the networks, and ties are the relationships between the actors. There can be many

kinds of ties between the nodes. In its most simple form, a social network is a map of all

of the relevant ties between the nodes being studied. The network can also be used to

determine the social capital of individual actors. These concepts are often displayed in a

social network diagram, where nodes are the points and ties are the lines.

The power of social network theory stems from its difference from traditional

sociological studies, which assume that it is the attributes of individual actors -- whether

they are friendly or unfriendly, smart or dumb, etc. -- that matter. Social network theory

produces an alternate view, where the attributes of individuals are less important than

their relationships and ties with other actors within the network. This approach has turned

23
out to be useful for explaining many real-world phenomena, but leaves less room for

individual agency, the ability for individuals to influence their success; so much of it rests

within the structure of their network.

Social networks have also been used to examine how companies interact with

each other, characterizing the many informal connections that link executives together, as

well as associations and connections between individual employees at different

companies. These networks provide ways for companies to gather information, deter

competition, and even collude in setting prices or policies.

The proponent used a data communication network for sharing data relatively in a

small geographic area such as certain buildings in i-Secure Networks & Business

Solutions, Inc. One of this networking is the Local Area Network. It is designed to allow

resources to be shared between computers or workstations in a certain department in this

company.

Theory in Programming Practice. Misra (2014) stated that computer

programming has been, largely, an intuitive activity. Programmers are taught to

understand programming in operational terms, i.e., how a computer executes a program.

As the field has matured, people see many effective theories for designing and reasoning

about computer programs in specific domains. Such theories reduce the mental effort, and

the amount of experimentation needed to design a product. They are as indispensable for

their domains as calculus is for solving scientific and engineering problems.

In developing and designing the developed system, the following were used; a

programming language using a primary scripting language like PHP 5.4.16, and MySQL

for the database. The proponent attracted to effective theories primarily because they save

24
labor for the human and the computer, and secondarily because they give better assurance

about the properties of programs.

Theory in Information Systems. Gregor (2012) stated that the Information

Systems theory has different conceptions of causality, as they are seen as key in

understanding different types of theory. Five different types of theory are distinguished:

theory for analyzing and describing, theory for understanding, theory for predicting,

theory for explaining and predicting, and theory for design and action. Illustrations of

relevant work in Information Systems are provided, as are relevant research methods, and

the form of contributions to knowledge in each. The limited discussion of the nature of

theory in Information Systems indicates that further work is needed, particularly with

respect to theory for design and action.

In order to stay competitive, the proponent used an upgraded information system

to improve the quality of services for i-Secure Networks & Business Solutions, Inc. and

to provide an easy access to the functionality of the developed system.

Systems Theories. Laszlo (2012) stated that a “System” may be described as a

complex of interacting components together with the relationships among them that

permit the identification of a boundary-maintaining entity or process. Since social and

psychological phenomena tend to resist quantitative modeling by posing basic difficulties

already on the plane of boundary identification, alternative approaches must be relied

upon. One such approach draws on the body of knowledge derived from General System

Theory and its application in the domain of human activity systems.

The line that separates the aspects of a system from those of its environment tends

to blur as the unit of observation moves from natural and designed physical systems to

25
human and conceptual social systems. While the former are easier to define and have

relatively clear-cut aims or purposes, the latter are more difficult to define; most often

they do not have clear-cut and agreed upon aims or purposes, and even when agreed

upon, these may change over time.

In addition, human activity systems composed of individuals in a nuclear family,

musicians in an orchestra, or members of a national or international organization tend to

have multiple and overlapping purposes, of which it is possible to distinguish at least

three levels: the purpose of the system, the purpose of its parts, and the purpose of the

system of which it is a part, the suprasystem. The method proposed by systems theory is

to model complex entities created by the multiple interaction of components by

abstracting from certain details of structure and component, and concentrating on the

dynamics that define the characteristic functions, properties, and relationships that are

internal or external to the system.

Bertalanffy (2014) stated that a systems theory was introduced as a modeling

devise that accommodates the interrelationships and overlap between separate disciplines.

The reality is that when scientists and philosophers first tried to explain how things

worked in the universe, there were no separate disciplines. There were simply questions

to be answered. But as we started understanding more and more, the sciences broke down

into chemistry, physics, biology, and then biophysics, biochemistry, physical chemistry

and the like so that related components of a problem were investigated in isolation from

one another. The Systems Theory introduced by von Bertalanffy reminds us of the value

of integration of parts of a problem. Problems cannot be solved as well if they are

considered in isolation from interrelated components. Enormous advantage systems

26
analysts have in knowing the definitions of systems theory is that they present us with

ideal guidelines for our initial familiarization with a new problem, which of course is a

new system.

In addition, Luhmann (2014) stated that a system may be defined as a set of

social, biological, technological or material partners co-operating on a common purpose.

System theory is a philosophical doctrine of describing systems as abstract organizations

independent of substance, type, time and space. Systems theories are connected to both

ontological and epistemological views. The ontological view imply that the world consist

of “systems” or “integrative levels”. The epistemological view implies a holistic

perspective emphasizing the interplay between the systems and their elements in

determining their respective functions. It is thus opposed to more atomistic approaches in

which objects are investigated as individual phenomena. Systems theory developed

especially from biology, in which it is difficult to understand the functions of, for

example, the sexual reproduction of flowers separate from the functions of the insects.

Theories of Technological Change and the Internet. Gyford (2011) stated that

the internet and the expansion of communication networks which goes along with it,

would seem to be the technology affecting the world more than any other at this moment.

It is thus worth examining in light of theories of change that suggests, technology

changes society, rather than vice versa. Despite the speed with which the Internet has

become part of many people’s daily lives, it will be some time before we can notice its

most profound effects. William F. Ogburn describes this as “cultural lag,” the idea that

culture takes time to adjust to material conditions. When one part of culture changes (in

this case, the “material culture”), other parts require readjustment, a process which could

27
take years, during which time there is a “maladjustment.” Assuming a common language,

the greatest benefit of the global communications network will be the ease with which

geographically separated people can communicate. It is possible to “talk” with friends,

relatives, colleagues for next to no cost, no matter where they are in the world.

Related Literature

PHP. According to Lerdorf st al. (2012) created the PHP scripting language,

authoring the first two versions of the language and participated in the development of

later versions led by a group of developers including Jim Winstead (who later

created blo.gs), Stig Bakken, Shane Caraveo, Andi Gutmans, and Zeev Suraski. He

continues to contribute to the project. On July 30, 2003, Bruce Eckel, author of Thinking

in C++ and Thinking in Java, and Bill Venners, editor-in-chief of Artima.com, met with

Anders Hejlsberg in his office at Microsoft in Redmond, Washington. In this interview,

which will be published in multiple installments on Artima.com and on an audio CD-

ROM to be released this fall by Bruce Eckel, Anders Hejlsberg discusses many design

choices of the C# language and the .NET framework. In this initial installment, Hejlsberg

discusses the process used by the team that designed C#, and the relative merits of

usability studies and good taste in language design.

PHP development began in 1994, which referred to as his "Personal Home Page

Tools" for the maintenance of his personal web page. In 1995 these tools were packaged

and released as CGI binaries as the "Personal Home Page/Forms Interpreter", which

included support for web forms and communication with databases.

PHP is released under the PHP license, which is similar to the GNU General

Public License except that any derivative software may not be called "PHP" and may not

28
have the name "PHP" in their name. Currently, PHP has a plethora of uses that make it a

wonderful tool for tackling any number of projects. Many major software products such

as WordPress and phpBB use PHP to perform tasks such as running a blog or a forum.

PHP also has unique capabilities such as the ability to dynamically generate images in a

multitude of formats and access databases in many different formats.

Sublime Text. According to Skinner et al. (2013) left his job as a software

engineer at Google in order to pursue a dream: to build a better text editor. As you can

see below, the first glimpse of Sublime Text that he gave to the public, back in 2007,

looks eerily similar to the version we are using today. In his blogs he mentions three

guiding principles he had in mind while developing Sublime Text.

Sublime Text is a proprietary cross-platform source code editor with a Python

application programming interface (API). It natively supports many programming

languages and markup languages, and its functionality can be extended by users

with plugins, typically community-built and maintained under free-software licenses.

Version 2, the current release, was released on 8 July 2013. Changes from the

first version of the software as promoted by Skinner on the official Sublime blog

include Retina display support and "Quick Skip Next" functionality.

Version 3 entered beta on 29 January 2013. At first it is available only for

registered users who have purchased Sublime Text 2; on 28 June 2013 it became

available to the general public. However, the very latest development builds still require a

registration code. Two of the main features that Sublime Text 3 adds include symbol

indexing and pane management. Symbol Indexing allows Sublime Text to scan files and

build an index to facilitate the features Goto Definition and Goto Symbol in Project. Pane

29
Management allows users to move between panes via hotkeys. Sublime Text 3 is very

stable, as of 22 March 2016, about 80% of those using Package Control are running

version 3 and Sublime Text 3 is the default download version on its website.

Microsoft SQL Server. Microsoft (2013) is a relational database management

system developed by Microsoft. As a database server, it is a software product with the

primary function of storing and retrieving data as requested by other software

applications - which may run either on the same computer or on another computer across

a network (including the Internet). Microsoft markets at least a dozen different editions of

Microsoft SQL Server, aimed at different audiences and for workloads ranging from

small single-machine applications to large Internet-facing applications with many

concurrent users.

MySQL. Buytaert (2012) the open source database product that puts the "M" in

LAMP, was created by MySQL AB, a company founded in 1995 in Sweden. In 2008,

MySQL AB announced that it had agreed to be acquired by Sun Microsystems for $1

billion.

2000. MySQL goes Open Source and releases software under the terms of the

GPL. Revenues dropped 80% as a result, and it took a year to make up for it.

2001. Mårten Mickos elected CEO at age 38. Mårten was the CEO of a number of

Nordic companies before joining MySQL, and comes with a sales and marketing

background. Two million active installations. Raised a €4 million series A from

Scandinavian venture capitalists. MySQL AB and its founders were sued by Progress /

NuSphere. MySQL AB countersued as Progress had violated the GPL license.

2009. Mårten Mickos leaves Sun and becomes entrepreneur-in-residence at

30
Benchmark Capital. Sun has now lost the business and spiritual leaders that turned

MySQL into a success. Sun Microsystems and Oracle announced that they have entered

into a definitive agreement under which Oracle will acquire Sun common stock for $9.50

per share in cash. The transaction is valued at approximately $7.4 billion.

February 2016 update: After 6 years, I made several small adjustments based on

feedback from Mårten Mickos! It's also worth noting that MySQL is still going strong 8

years after the acquisition by Sun. MySQL is still used by Facebook, Google, Yahoo,

Wikipedia and virtually every Drupal and WordPress site. Engineering is led by Tomas

Ulin who joined MySQL AB back in 2003. The whole business is led by Richard Mason

who joined MySQL AB in 2005. The team has grown, but at the core are the same people

as before. The team is distributed, as always. The optimizer has been largely rewritten by

a team in Norway that was added to the MySQL team when the company was acquired

by Sun. NoSQL features have been added.

phpMyAdmin. Ratschiller (2012) then an IT consultant and later founder of the

software company Maguma, started to work on a PHP-based web front-end to MySQL in

1998, inspired by MySQL-Webadmin. He gave up the project (and phpAdsNew, of

which he was also the original author) in 2000 because of lack of time. phpMyAdmin is

a free and open source tool written in PHP intended to handle the administration

of MySQL or MariaDB with the use of a web browser. It can perform various tasks such

as creating, modifying or deleting databases, tables, fields or rows; executing SQL

statements; or managing users and permissions. phpMyAdmin had already become one of

the most popular PHP applications and MySQL administration tools, with a large

community of users and contributors. In order to coordinate the growing number of

31
patches, a group of three developers registered the phpMyAdmin Project at

SourceForger and took over the development in 2001.

In July 2015, the main website and downloads left SourceForge and moved to a

content delivery network. At the same time, the releases began to be PGP-signed.

Afterwards, issue tracking moved to GitHub and the mailing listsr migrated. Before

version 4, which uses Ajax extensively to enhance usability, the software used HTML

frames.

LocalHost. Raymond (2011) is a hostname that means this computer. It is used to

access the network services that are running on the host via its loopback network

interface. Using the loopback interface bypasses any local network interface hardware.

The local loopback mechanism is useful for testing software during development,

independently of any networking configurations. For example, if a computer has been

configured to provide a website, directing a locally running web browser to

http://localhost may display its home page.

On most computer systems, localhost resolves to the IP address 127.0.0.1, which

is the most commonly used IPv4 loopback address, and to the IPv6 loopback address ::1.

The name localhost is also a reserved top-level domain name, set aside to avoid

confusion with the definition as a hostname. The IETF standards restrict domain name

registrars from assigning the name localhost in registration procedures, such as

for second-level domains.

HTML. According to Berners-Lee, et al. (2011), physicist Tim Berners-Lee, a

contractor at CERN, proposed and prototyped ENQUIRE, a system for CERN

researchers to use and share documents. In 1989, Berners-Lee wrote a memo proposing

32
an Internet-based hypertext system. Berners-Lee specified HTML and wrote the browser

and server software in late 1990. That year, Berners-Lee and CERN data systems

engineer Robert Cailliau collaborated on a joint request for funding, but the project was

not formally adopted by CERN. In his personal notes from 1990 he listed "some of the

many areas in which hypertext is used" and put an encyclopedia first.

HTML is a markup language that web browsers use to interpret and compose text,

images, and other material into visual or audible web pages. Default characteristics for

every item of HTML markup are defined in the browser, and these characteristics can be

altered or enhanced by the web page designer's additional use of CSS. Many of the text

elements are found in the 1988 ISO technical report TR 9537 Techniques for using

SGML, which in turn covers the features of early text formatting languages such as that

used by the RUNOFF command developed in the early 1960s for the CTSS (Compatible

Time-Sharing System) operating system: these formatting commands were derived from

the commands used by typesetters to manually format documents. However, the SGML

concept of generalized markup is based on elements (nested annotated ranges with

attributes) rather than merely print effects, with also the separation of structure and

markup; HTML has been progressively moved in this direction with CSS.

CSS. According to Lie, et al. (2013), Håkon Wium Lie is a Norwegian web

pioneer, a standards activist, a politician for The Pirate Party of Norway, and, as of 2016,

the Chief Technology Officer of Opera Software. He is best known for proposing the

concept of Cascading Style Sheets (CSS) while working with Tim Berners-

Lee and Robert Cailliau at CERN in 1994.

CSS is a style sheet language used for describing the presentation of a document

33
written in a markup language. Although most often used to set the visual style of web

pages and user interfaces written in HTML and XHTML, the language can be applied to

any XML document, including plain XML, SVG and XUL, and is applicable to rendering

in speech, or on other media. Along with HTML and JavaScript, CSS is a cornerstone

technology used by most websites to create visually engaging webpages, user interfaces

for web applications, and user interfaces for many mobile applications.

The CSS specification describes a priority scheme to determine which style rules

apply if more than one rule matches against a particular element. In this so-

called cascade, priorities (or weights) are calculated and assigned to rules, so that the

results are predictable. The CSS specifications are maintained by the World Wide Web

Consortium (W3C). Internet media type (MIME type) text/css is registered for use with

CSS by RFC 2318 (March 1998). The W3C operates a free CSS validation service for

CSS documents.

JavaScript. According to Eich (2013), JavaScript, not to be confused with Java,

was created in 10 days by Brendan Eich, then working at Netscape and now of Mozilla.

JavaScript was not always known as JavaScript: the original name was Mocha, a name

chosen by Marc Andreessen, founder of Netscape. The name was changed to LiveScript,

then in December of the same year, upon receiving a trademark license from Sun, the

name JavaScript was adopted. This was somewhat of a marketing move at the time, with

Java being very popular around then.

1996 – 1997. JavaScript was taken to ECMA to carve out a standard

specification, which other browser vendors could then implement based on the work done

at Netscape. The work done over this period of time eventually led to the official release

34
of ECMA-262 Ed.1: ECMAScript is the name of the official standard, with JavaScript

being the most well-known of the implementations. ActionScript 3 is another well-known

implementation of ECMAScript, with extensions

The standards process continued in cycles, with releases of ECMAScript 2 in

1998 and ECMAScript 3 in 1999, which is the baseline for modern day JavaScript. The

"JS2" or "original ES4" work led by Waldemar Horwat (then of Netscape, now at

Google) started in 2000 and at first, Microsoft seemed to participate and even

implemented some of the proposals in their JScript.net language.

Over time it was clear though that Microsoft had no intention of cooperating or

implementing proper JS in IE, even though they had no competing proposal and they had

a partial (and diverged at this point) implementation on the .NET server side. So by 2003

the JS2/original-ES4 work was mothballed.

The next major event was in 2005, with two major happenings in JavaScript’s

history. First, Brendan Eich and Mozilla rejoined Ecma as a not-for-profit member and

work started on E4X, ECMA-357, which came from ex-Microsoft employees at BEA

(originally acquired as Crossgain). This led to working jointly with Macromedia, who

were implementing E4X in ActionScript 3 (ActionScript 3 was a fork of Waldemar's

JS2/original-ES4 work).

So, along with Macromedia (later acquired by Adobe), work restarted on

ECMAScript 4 with the goal of standardizing what was in AS3 and implementing it in

SpiderMonkey. To this end, Adobe released the "AVM2", code named Tamarin, as an

open source project. But Tamarin and AS3 were too different from web JavaScript to

converge, as was realized by the parties in 2007 and 2008.

35
 In July of 2008 the disparate parties on either side came together in Oslo. This led

to the eventual agreement in early 2009 to rename ECMAScript 3.1 to ECMAScript 5

and drive the language forward using an agenda that is known as Harmony.

Database. According to Barredo et al. (2012) in their book entitled “Database

Administration in SQL Server”, SQL supports dynamic software which requires proper

configuration to obtain high level of performance in deployment. SQL can do more of its

functionalities in embedded applications, data warehouses, context indexing and delivery

software, highly available redundant systems and online transaction processing. Learning

the proper configuration of its components can deliver greater performance to your

systems.

Structured Query Language. Bolton (2014) defined SQL short for Structured

Query Language as a simple programming language used for accessing and managing

data in relational databases such as SQL Server. SQL uses simple commands like select,

insert, update, and delete to manipulate rows of data. Prior to the developed system, the

proponent used a database in developed system. It is a database server (MY SQL Server

2008 R2) and XAMPP (Server OS). MYSQL is one of the software requirements used by

the proponent in order to organize all the information.

Information System. Shasha et al. (2014) stated that information systems are the

software and hardware systems that support data-intensive applications. The

Journal Information Systems publishes articles concerning the design and implementation

of languages, data models, process models, algorithms, software and hardware for

information systems. Subject areas include data management issues as presented in the

principal international database conferences (e.g. ACM SIGMOD, ACM PODS, VLDB,

36
ICDE and ICDT/EDBT) as well as data-related issues from the fields of data mining,

information retrieval, internet and cloud data management, web semantics, visual and

audio information systems, scientific computing, and organizational behavior.

Implementation papers having to do with massively parallel data management, fault

tolerance in practice, and special purpose hardware for data-intensive systems are also

welcome. All papers should motivate the problems they address with compelling

examples from real or potential applications. Systems papers must be serious about

experimentation either on real systems or simulations based on traces from real systems.

Prior to the developed system, it is similar to the LAN-based Student Medical

Information System that the software and hardware system concerns the methods,

techniques, and programming used in researching and developing the system. It includes

the different research instruments, different primary and secondary languages used in

programming and different methods used that deals to a creativity of the proponent.

Database System. According to Caro et al. (2014) in their book entitled

“Database Concepts, Fourth Edition”, that a database system is a computerized system

for storing data and presenting information. Aside from keeping data, the system includes

components to process data. The minimum components would be programs that add, edit,

and delete records as well as generate reports.

Computer Fundamentals. According to Fajarito (2013) on his book entitled

“Computer Fundamentals” that computer evolved into a science of developing, creating

and producing computer hardware and software. It comes from the root word “compute”

meaning to calculate. Computer began as a mere calculating tool. It all started from the

abacus and up to the 1900’s computing devices can perform the four (4) basic operations

37
of adding, subtracting, multiplying and dividing numbers. The late 20th century showed

an expansion of the computer functions but not departing from its original purpose.

In researching and developing the proposed system, the proponent used a

computer hardware as long as it can connect to a local area network. The technical

specifications are the Windows (Operating System), processor with speed of 1.4 ghz.,

memory with 1GB for 32bit systems, network controller and hard drive with 16GB for

32bit system.

Google. According to Page and Brin (2012), is an American

multinational technology company specializing in Internet-related services and products

that include online advertising technologies, search, cloud computing, and software. Most

of its profits are derived from Ad Words, an online advertising service that places

advertising near the list of search results. They were Ph.D. students at Stanford

University, California. Together, they own about 14 percent of its shares and control 56

percent of the stockholder voting power through super voting stock. They incorporated

Google as a privately held company on September 4, 1998. An initial public

offering (IPO) took place on August 19, 2004, and Google moved to its new headquarters

in Mountain View, California, nicknamed the Googleplex.

Database Management System. Janssen (2012) defined a database management

system (DBMS) is a software package designed to define, manipulate, retrieve and

manage data in a database. A DBMS generally manipulates the data itself, the data

format, field names, record structure and file structure.

He defined Database Management System stated in Technopedia as DBMS which

provides data independence. Any change in storage mechanism and formats are

38
performed without modifying the entire application. There are four main types of

database organization: (1) Relational Database has data organized as logically

independent tables. Relationships among tables are shown through shared data. The data

in one table may reference similar data in other tables, which maintains the integrity of

the links among them. This feature is referred to as referential integrity - an important

concept in a relational database system. Operations such as "select" and "join" can be

performed on these tables. This is the most widely used system of database organization.

(2) Flat Database has data organized in a single kind of record with a fixed number of

fields. This database type encounters more errors due to the repetitive nature of data. (3)

Object Oriented Database has data organized with similarity to object oriented

programming concepts. An object consists of data and methods, while classes group

objects having similar data and methods. (4) Hierarchical Database has data organized

with hierarchical relationships. It becomes a complex network if the one-to-many

relationship is violated.

PHP (Hypertext Preprocessor) is a scripting language that is widely used to create

dynamic Web pages. It is commonly used to extract data out of a database on the Web

server and present it on the Web. Combining syntax from the C, Java and Perl language,

PHP is embedded within the HTML pages for server side execution. Originally known as

"Personal Home Page," PHP is supported by all Web servers and widely used with the

MySQL database.

39
Related Studies

Computers cannot operate without an application program. The development of

the system software needs to review the local studies to gather information. The

proponents’ reviews some of the related studies to enrich the background about the

reading.

Online Transaction System. According to Brehmer (2014) the web has become

an opportunity for the marketers to add value to products and services. The phenomenal

growth and rising of the popularity of the internet and the World Wide Web has become a

key to attract more consumers and businesses to engage the benefits of Electronic

Commerce (E-commerce). This E-commerce is sited as any form of business transaction

in which the parties interact electronically rather than by physical exchanges or direct

physical contact. This has transformed the traditional commerce and enhanced sales and

exchanges of merchandise and information. It is not just considered as single entity of

technology but a combination of technologies where applications, processes, business

strategies are necessary to do business electronically. The availability of goods and

services with the click of a mouse is changing the global setting.

Customer Relationship Management Practices. According to Osunde (2014)

CRM is an enterprise wide approach to understanding and influencing customer behavior

through meaningful communication to improve customer acquisition, customer retention,

customer loyalty, and customer profitability.

CRM can be viewed as an application of one-to-one marketing and relationship

marketing, responding to an individual customer on the basis of what the customer says

and what else is known about that customer.

40
It is a management approach that enables organizations to identify, attract, and increase

retention of profitable customers by managing relationships with them and further

identifying strategically significant customers.

There are three main elements of CRM strategic capabilities and they are

technology infrastructure, human analytics and business architecture. Strategic capability

refers to a business’ ability to successfully employ competitive strategies that allow it to

survive and increase its value over time. Strategic capability focuses on the

organization’s assets, resources and market position, projecting how well it will be able

to employ strategies in the future.

Conceptual Framework

The study adopted the IPO Model, which stands for Input, Process and Output.

The inputs and process are basically categorized as gathering of data through interview

and observation, software development methodology, programming language, test plan

evaluation, quality assurance standards evaluation, related literatures and studies. The

output was Web-Based Ticketing & Monitoring System for i-Secure Networks &

Business Solutions Inc.

41
 Input Process Output

1. Identify the
problems encountered by 1. Analyze the problem in the poor report
the administrator, engineer, system in i-Secure Networks & Business Solutions
and employee in the present Inc.
ticketing process in i-Secure 2. Conduct data gathering procedures such as
Networks & Business interview, survey and observation from different
Solutions Inc. respondents
2.1 Staffs
2. Identify the record 2.2 Administrators
and the process of the 2.3 Management
employees identification 2.4 IT Experts
3. Apply coding and programming to create
3. Identify features the desired features and functions of the proposed
that will be added to the system using the following software:
ticketing system 3.1 Sublime Text 3
3.2 MySQL
4. State the 3.3 Bootstrap
requirements needed in 3.4 Code Igniter
designing the ticketing 4 4. Analyze the requirements needed to design the Developed
system manual existing system using the following: Web-Based
5. State the
4.1 Analysis of the existing system Ticketing &
4.2 Identification of the general Monitoring
development methodology
requirements for the system
used of the system System for i-
4.3 Validating the developed system
5 5.Used Agile Methodology as the development
Secure Networks
6. Identify the part of & Business
methodology with the support of the following:
the system that serves as a Solutions Inc.
5.1Flowcharts
guide to test the proposed
5.2Use Case Diagram
system
5.3Data Flow Diagram
6. Conduct a test plan evaluations from the IT
7. Provide criteria
experts according to the criteria of the following:
that is suitable to the
6.1 Part of the system tested
system
6.2 Purpose
7.1 Functionality
6.3 Expected result
7.2 Reliability
7.3 Usability 6.4 Actual Result
7.4 Efficiency 7. Quality Assurance Standard, ISO 9126 was used
7.5 Maintainability to test the level of acceptability of LAN-based
7.6 Portability Examination System.
8. Identify some 8. Some related literatures and studies were used to
related Literature and the development of the system. It was used as
Studies as contribution to foundation of the system.
the proposed ticketing
system

Evaluate if desired output is achieved.

Figure 1. Conceptual Model of the Study

42
 One of the most important in designing and developing a system is input. It must

have users; the employees, administrator of i-Secure Networks & Business Solutions Inc.

and maintenance. Various data, the ticketing flow and report information. It also includes

computer, internet, WIFI or Wireless Fidelity, LAN, UTP cable and switches in able to

have a computerized system. From theoretical summary it can be printed out the

summary of the automation of ticketing and reports further observation, conclusion, and

hypothesis could benefit all of the employees, administration, and maintenance of i-

Secure Networks & Business Solutions Inc. The use of the term conceptual framework

crosses both scale (large and small theories and contexts social science, marketing,

applied science, art etc. Its explicit definition and application can therefore vary.

Conceptual frameworks are particularly useful as organizing devices in empirical

research. One set of scholars has applied the notion of conceptual framework to

deductive, empirical research at the micro- or individual study level. The use of the term

conceptual framework crosses both scale from the large and to small theories and

contexts were science and program is applied. The explicit application can therefore

varies from analyzing the existing program, conducting research or investigating what the

existing lack of and going to the new proposed program to be implied. The conceptual

framework is used to determine the difference of the said proposed system from the

existing empirical research. The conceptual framework shows the process of how the i-

Secure Networks & Business Solutions Inc. is conceptualized from the research and

analyzing the existing problem for the development of the ideal system to answer the

today’s problem of student absences and student violation monitoring of the said

proposed system.

43
Definition of variables

For clarity and better understanding, the following variables are defined in the

context of how they are used in this study.

Abstract. It is a brief summary of a research article, thesis, review, conference

proceeding or any in-depth analysis of a particular subject and is often used to help the

reader quickly ascertain the paper's purpose.

Access control feature. It is the different level of user of the Web-Based

Ticketing & Monitoring System which it has a different functions and capability.

Acknowledgement. A thing done or given in recognition of something received.

Administrator. a person who manages the operation of a computer system or

particular electronic communication service.

Background of the Problem. This segment consists of statements on what led

the investigator to launch the study. A historical background may be given. Situations

that may have spurred the researcher to undertake the study are included. The background

of the study may have been generated by some empirical observations, the need to

explore the problem and some other relevant conditions.

Browser. Short for Web browser, a browser is a software application used to

locate, retrieve and display content on the World Wide Web, including Web pages,

images, video and other files. As a client/server model, the browser is the client run on a

computer that contacts the Web server and requests information. The Web server sends

the information back to the Web browser which displays the results on the computer or

other Internet-enabled device that supports a browser.

Conceptual Framework. It is an analytical tool with several variations and

44
context. It is used to make conceptual distinctions and organize ideas.

Conclusion. A final decision or judgment: An opinion or decision that is

formed after a period of thought or research.

CPU. Sometimes referred to simply as the “central processor”, but more

commonly called processor, the CPU is the brains of the computer where most

calculations take place. In terms of computing power, the CPU is the most important

element of a computer system.

Developed system. It refers to the overall automation of the fully developed

Web-Based Ticketing & Monitoring System.

Data Flow Diagram. It illustrates how data is processed by a system in terms of

inputs and outputs.

End user. It is the type of respondents who evaluated the existing system and the

developed system. And these respondents are the staff, administrator, management and

the IT experts.

Flow Chart. It is graphical or symbolic representation of a process. Each step in

the process is represented by a different symbol and contains a short description of the

process step.

Existing system. It is the manual procedure of how ticketing system procedure

works

Homepage. It is the initial screen of the developed system while the system is in

the standby mode.

IT user. It is a person who has an expertise in the field of information technology

like software developer, programmer, and IT specialist.

45
 ISO 9126. It was used by the proponent to implement, and evaluate the developed

system by the end users and IT experts. It has software criteria, such as the functionality,

reliability, usability, efficiency, maintainability and portability.

JavaScript. JavaScript is a programming language used to make web pages

interactive. It runs on your visitor's computer and doesn't require constant downloads

from your website. JavaScript is often used to create polls and quizzes.

LAN (Local Area Network). It is one of the data communication network use

by the proponent in the proposed system for sharing data relatively in a small geographic

area such as buildings in i-Secure Networks & Business Solutions Inc.

Limitations. Limitations are doubts concerning an instrument's ability to

provide accurate measurements.

Login page. It is the page wherein the staffs and administrator should enter a

valid username and password in order to enter into the system.

Main page. It refers to the main page of the developed system if already

registered in the system. It displayed the welcome note, modules and the functionality of

the system.

Modules. It refers to the overall functionality of the developed system like

medical history, consultations, medical referral, medical reports and medical certificates.

MYSQL. MySQL is a freely available open source Relational Database

Management System (RDBMS) that uses Structured Query Language (SQL). SQL is the

most popular language for adding, accessing and managing content in a database. It is

most noted for its quick processing, proven reliability, ease and flexibility of use. MySQL

is an essential part of almost every open source PHP application.

46
 PHP. Hypertext Preprocessor is a widely-used open source general-purpose

scripting language that is especially suited for web development and can be embedded

into HTML.

Programming Language. It means the software used by the proponent in

developing and designing the existing manual system. The software are operating system

(Window 7 Ultimate), database server (WAMP), PHP editor (Sublime Text 3), primary

scripting language (Bootstrap and Code Igniter), secondary scripting language

(JavaScript) and browser (Chrome, Mozilla Firefox).

Proposed system. It is a system that will be developed by the proponent with an

approved title.

RAM. Random Access Memory is a type of computer memory that can

be accessed randomly; that is, any bytre of memory can be accessed without touching the

preceding bytes. RAM is the most common type of memory found in computers and

other devices, such as printers.

Related Literature. A chapter included in a thesis which outlines all the texts

that are used and analyzed in the thesis and texts that provide background information

into the subject.

Ticket. It is the report form of the staff that will eventually pass to the

administrator to know the issue of the reported computer.

47
 CHAPTER III

METHODS OF RESEARCH

This chapter discusses the method of research used, the data gathering instrument

used, analytical tools used, method used in developing the system and the analysis for the

product evaluation.

Methods and Techniques of the Study

A research design encompasses the method and procedures employed to conduct

scientific research. The design of a study defines the study type and sub-type, research

question, hypotheses, independent and dependent variables, and experimental design.

The proponent used different research methods in order to give an appropriate

solution to the problems in the existing system. And the methods used by the proponent

are as follows:

Agile Manifesto (2011). Agile Development is an umbrella term for several

iterative and incremental software development methodologies. The most popular agile

include six (6) methods. Agile software development is a set of principles for software

development in which requirements and solutions evolve through collaboration between

self-organizing, cross-functional teams. It promotes adaptive planning, evolutionary

development, early delivery, and continuous improvement, and it encourages rapid and

flexible response to change. Agile itself has never defined any specific methods to

achieve this, but many have grown up as a result and have been recognized as being

‘Agile’.

48
 Agile Methodology (2015). According to Rahul Alim, Agile refers to something

quick and always alert and so does the methodology it refers to. In an agile environment

the application is developed in phases and each phase is delivered and deployed for use

rapidly. Typically, deliverables in an agile environment are scheduled to be released

every six (6) weeks. The idea behind an agile approach is prioritizing the features from

the initial scope and grouping them into multiple phases based on their importance. Every

time a phase is completed, the set of features which were part of that phase are put in use

while the next set of features is being developed for the next phase. This allows for

quicker delivery of small parts of the full application. Since the system is being used

while development on other parts is pending, the users can also beta test it and list out

fixes which can be included in the next phase of development. This circular development

approach is great for medium size applications that require faster delivery.

Figure 2. The Agile Methodology

49
 The Agile Methodology shown in figure 2 consisted of 6 phases: (1)

Requirements, (2) Plan, (3) Design, (4) Develop, (5) Release, (6) Track and Monitor.

Requirements. The first step in the agile development cycle is to gather the

requirements. For the first sprint this is the foundation of the app which covers what are

the minimal requirements to get the app off the ground.

Plan. This is typically done in house with no customer interaction needed. During

the planning stage the developers plan the first sprint to make sure that developers can

meet the requirements in the line given. If the planning sees that the time is not enough

increasing the duration of the sprint is needed. At this point developers allocate our

resources and get ready to work.

Design. For the initial sprint developers will standardized all of the process flows

and come up with the optimal way of building the application and its surrounding

process. Later on during the next cycles developers will pull the design elements from the

requirements that have been gathered as a result of Track and Monitor phase.

50
 START

Input
Username/
Password
B

Main Display
If User = N Log-in as Form Pending
Admin Users Reports

Log-in as Submit Fill Up Y Generate

Administrator Reports Form Reports

A
N
Main
Form
Data N
Transfer to Log-out B
Database

Display Y
Reports/
Accounts

Take Reports
Manage Y Action to Status
Reports Reports Database

Manage Add, Edit,

Y Account
User’s and Delete
Account Account/s Database

N
A

Log-out Y END

Figure 3. Program Flowchart of the Proposed Study

51
 Develop. This is where developers go into action and put all that planning and

designing into action. Our development phase goes hand in hand with testing as

developers do automated testing on all of the projects as well as use in QA (quality

assurance) personnel.

Release. Remember at this point all features planned for this release are

completed and ready to go. Now the users are in control and they will be able to use your

application.

Track and Monitor. Now that the application is already released, developers are

able to track their usage with our built-in analytics. At the same time you can gather

feedback directly from the user on the application. Based on all of these results

developers can build a list of requirement. During track and monitor phase developers

will know what works and what does not. This way developers can fix what does not

work and add what your user feel is missing.

Techniques

The manner and ability of the researcher to employ the technical skills in

designing the system using Perl Hypertext Preprocessor (PHP) programming language

and using a Cascading Style Sheets. The proponent used this technique in carrying out

particular tasks especially the execution of information system.

Based on the outcomes of these techniques, the proponent used the analytical tool

for generating the data. Some of these were as following:

Data Flow Diagram. A data flow diagram (DFD) is a graphical representation of

the "flow" of data through an information system. The DFD was the preliminary step

used to create an overview of the system which can later be elaborated. It also explains

52
how data is entered, processed, transferred, and leaved the system.

The proponent used a Data Flow Diagram to visualize the data processing of a

system and to serve as a guide to the structure of the system.

Administrator

Manage Database of
Records and Reports

Manage Tickets/Reports Manage User’s Account Manage Engineer’s

Output

Database of Records
and Reports

Submit Tickets Grab Tickets

View Records of
Generate Reports
Reports

Figure 4. Use Case Diagram of the Proposed Study

Employees 53
Engineers
 Algorithm of the Study. An Algorithm is a process or set of rules to be followed

in calculations or other problem-solving operations, especially by a computer. The

proponent used Bubble Sort which is a simple sorting algorithm that repeatedly steps

through the list to be sorted, compares each pair of adjacent items and swaps them if they

are in the wrong order. The proponent also used First In First Out (FIFO) Strategy, that

is the item first put into the queue will be the first served, the second item added to the

queue will be the second to be served and so on.

Research Instruments

A systematic gathering of data for a particular purpose from various sources

including questionnaires, interviews, observation and existing records. It is also a

collection of data from surveys, from independent, networked locations via data capture,

data entry, or data logging.

The proponent used data gathering from a variety of sources to get complete and

accurate information of an area of interest. It was important to keep records and to make

decisions for developing of the system. The proponent also used some of the data

gathering instruments that were necessary. These data gathering instruments were the

following: (a) Interview. The proponent used a direct verbal interaction with the

respondents (staff, administrator and IT experts) to determine the main problem of the

manual ticketing system for computer issues, (b) Survey. The proponent prepared a

statistical survey questions to the respondents (staffs and management) in the company of

i-Secure Networks & Business Solutions Inc., (c) Observation. The proponent observed

the good services of the ticketing system to the staffs and management, (d) Evaluation.

The proponent prepared a software evaluation form for the respondents -End user and IT

54
experts- to assess the proposed system for the accuracy, reliability, and speed, (e)

Questionnaire. The proponent prepared a set of questions for the respondents to gather

accurate data needed on the development of the system.

Evaluation Procedure

Evaluation. The evaluation is conducted to determine the effectiveness of the

proposed system and hardware for its worth. For the evaluation of a system and hardware

satisfaction, the proponent used survey questionnaires with a criterion using a scale of 1

to 4, where 1 indicates unacceptable and 5, highly acceptable.

Evaluation Criteria

To implement the Web-Based Ticketing & Monitoring System for i-Secure

Networks & Business Solutions Inc., the proponent used some instrument to improve the

quality of software. The following Software Quality Factors were used as follows:

Functionality is a set of attributes that bear on the capability to provide functions

which meet stated and implied needs when the software is used.

Reliability is a set of attributes that bear on the capability to maintain a specified

level of performance.

Usability is a set of attributes that bear on the capability to be understood, learned,

and used.

Efficiency is a set of attributes that bear on the capability to provide appropriate

performance relative to the amount of resources used.

Maintainability is a set of attributes that bear on the capability to modified for

55
purposes of making corrections, improvements, or adaption.

Portability is a set of attributes that bear on the capability to be adapted for

different specified environments without applying actions or means other than those

provided for this purpose in the product.

The system was evaluated against functionality, reliability, usability, efficiency,

maintainability and portability. The developed system’s acceptability was measured using

the Likert Scale and the ranking were as follows: Highly Acceptable if the computed

average is was 4.5 to 5, Very Acceptable if the computed average was 3.5 to 4.49,

Acceptable if the computed average was 2.5 to 3.49, Moderately Acceptable if the

computed average was 1.5 to 2.49, and Unacceptable if the computed average was 1 to

1.49.

56
 CHAPTER IV

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter discusses the assessment of the manual existing system as well as the

analysis of the respondents to the developed system. There are tables below showing the

acceptability of the developed system in terms of Functionality, Reliability, Usability,

Efficiency, Maintainability, and Portability.

Table 1 shows the assessment of end-user and I.T. Experts to the proposed Web-

Based Ticketing & Monitoring System in terms of Functionality; and it is being shown on

the table that in terms of Functionality “compliance or the system defines the net of needs

or information” received the highest average of 4.21 for end-users with a qualitative

interpretation of very acceptable and 4.00 with a qualitative interpretation of very

acceptable for I.T Experts collecting a computed average of 4.11 with a qualitative

interpretation of very acceptable.

“Accuracy or the software provides accurate results” received the lowest average

of 4.03 for end-users with a qualitative interpretation of very acceptable and 4.10 with a

qualitative interpretation of very acceptable for I.T Experts collecting a computed

average of 4.07 with a qualitative interpretation of very acceptable.

“Suitability or the software has suitable but appropriate set of functions in

accordance to its system objectives” received an average of 4.12 for end-users with a

qualitative interpretation of very acceptable and 4.00 with a qualitative interpretation of

very acceptable for I.T Experts collecting a computed average of 4.06 with a qualitative

interpretation of very acceptable.

57
 In terms of Functionality, the end-user received an overall average of 4.12 with a

qualitative interpretation of very acceptable; while the proponents and IT experts

received an overall average of 4.03 with a qualitative interpretation of very acceptable.

The overall computed average is 4.08 with a qualitative interpretation of very acceptable.

This findings is being supported by Hehner (2012) wherein it is stated that mathematical

theory gives a much greater degree of precision by providing a method of calculation.

Another answer is that a theory provides a kind of understanding. Our ability to control

and predict motion changes from an art to a science when we learn a mathematical

theory. Similarly, programming changes from an art to a science when we learn to

understand programs in the same way we understand mathematical theorems.

Table 1

Assessment of end-user and I.T. experts to the proposed Web-Based Ticketing &

Monitoring System in terms of Functionality for I-Secure Networks & Business

Solutions Inc.

Functionality End-Users I. T. Experts Over-all

Avg. Q.I Avg. Q.I Avg. Q.I

1 Suitability or the software has 4.12 VA 4.00 VA 4.06 VA

suitable but appropriate set of
functions in accordance to its system
objectives

2 Accuracy or the system can provide 4.03 VA 4.10 VA 4.07 VA

an accurate result.

58
3 Compliance or the system 4.21 VA 4.00 VA 4.11 VA
Defines the set of needs or
information.

Over-All 4.12 VA 4.03 VA 4.08 VA

Legend: 4.50 to 5.00 (Highly Acceptable–HA); 3.50 to 4.49 (Very Acceptable-VA);

2.50 to 3.49 (Acceptable-A); 1.50 to 2.49 (Moderately Acceptable-MA); 1 to 1.49
(Unacceptable-U)

Table 2 shows the assessment of end-user and I.T. Experts to the proposed Web-

Based Ticketing & Monitoring System in terms of Reliability; and it is being shown on

the table that in terms of Reliability “Fault tolerance or the system can still perform when

internet is not available” received the highest average of 4.21 with a qualitative

interpretation of very acceptable for end-users and 3.90 with a qualitative interpretation

of very acceptable for I.T. Experts collecting a computed average of 4.06 with a

qualitative interpretation of very acceptable.

“Recoverability or the system can record saved form” received the lowest average

of 4.12 with a qualitative interpretation of very acceptable for end-users and 3.90 with a

qualitative interpretation of very acceptable for I.T. Experts collecting a computed

average of 4.01 with a qualitative interpretation of very acceptable.

In terms of Reliability, the end-users an overall average of 3.75 with a qualitative

interpretation of very acceptable; while the I.T. Experts received an overall average of

3.83 with a qualitative interpretation of very acceptable. The overall computed average is

4.03 with a qualitative interpretation of very acceptable. This study is being supported by

Hartmanis (2013) wherein it is stated that the theory of computing is the study of efficient

computation, models of computational processes, and their limits. Research at Cornell

spans all areas of the theory of computing and is responsible for the development of

59
modern computational complexity theory, the foundations of efficient graph algorithms,

and the use of applied logic and formal verification for building reliable systems.

Table 2

Assessment of end-user and I.T. experts to the proposed Web-Based Ticketing &

Monitoring System in terms of Reliability for I-Secure Networks & Business

Solutions Inc.

Reliability End-users I.T. Experts Over-all

Avg. Q.I. Avg. Q.I. Avg. Q.I.

1 Fault tolerance or the system can still 4.21 VA 3.90 VA 4.06 VA

perform after power lost.

2 Recoverability on the system can record 4.12 VA 3.90 VA 4.01 VA

saved form.

4.17 VA 3.90 VA 4.03 VA

Over-All
Legend: 4.50 to 5.00 (Highly Acceptable–HA); 3.50 to 4.49 (Very Acceptable-VA); 2.50
to 3.49 (Acceptable-A); 1.50 to 2.49 (Moderately Acceptable-MA); 1 to 1.49
(Unacceptable-U)

Table 3 shows the assessment of end-user and I.T. Expert to the proposed Web-

Based Ticketing & Monitoring System in terms of Usability; and it is being shown on the

table that in terms of Usability “Operability or the system is easy to operate ” received the

highest average of 4.70 with a qualitative interpretation of highly acceptable for end-

users and 4.60 with a qualitative interpretation of highly acceptable for I.T. experts

collecting a computed average of 4.65 with a qualitative interpretation of highly

acceptable.

“Understandability or the system is user friendly” acquired the lowest average of

60
4.12 with a qualitative interpretation of very acceptable for end-users and 4.00 with a

qualitative interpretation of very acceptable for I.T. experts collecting a computed

average of 4.06 with a qualitative interpretation of very acceptable.

“Learn ability or the system is easy to understand” acquired the an average of

4.60 with a qualitative interpretation of highly acceptable for end-users and 4.30 with a

qualitative interpretation of very acceptable for I.T. experts collecting a computed

average of 4.45 with a qualitative interpretation of very acceptable.

In terms of Usability, the end-users an acquired an overall average of 4.47 with a

qualitative interpretation of very acceptable; while the I.T. Experts received an overall

average of 4.30 with a qualitative interpretation of very acceptable. The overall computed

average is 4.39 with a qualitative interpretation of very acceptable. This findings is being

supported by Misra (2014) wherein it is stated that computer programming has been,

largely, an intuitive activity. Programmers are taught to understand programming in

operational terms, i.e., how a computer executes a program. As the field has matured,

people see many effective theories for designing and reasoning about computer programs

in specific domains. Such theories reduce the mental effort, and the amount of

experimentation needed to design a product. They are as indispensable for their domains

as calculus is for solving scientific and engineering problems.

61
 Table 3

Assessment of end-user and I.T. experts to the proposed Web-Based Ticketing &

Monitoring System in terms of Usability for I-Secure Networks & Business

Solutions Inc.

End-Users I.T. Experts Over-all

Usability
Avg. Q.I. Avg. Q.I. Avg. Q.I.
1 Understandability or the system is 4.12 VA 4.00 VA 4.06 SA
user friendly.

2 Learn ability or the system is easy 4.60 HA 4.30 VA 4.45 SA

to understand.

3 Operability or the system is easy 4.70 HA 4.60 HA 4.65 HA

to operate.

Over-all 4.47 VA 4.30 SA 4.39 SA

Legend: 4.50 to 5.00 (Highly Acceptable–HA); 3.50 to 4.49 (Very Acceptable-VA); 2.50
to 3.49 (Acceptable-A); 1.50 to 2.49 (Moderately Acceptable-MA); 1 to 1.49
(Unacceptable-U)

Table 4 reveals the assessment of end-users and I.T. Experts to the proposed

Web-Based Ticketing & Monitoring System in terms of Efficiency, and it is being shown

on the table that in terms of Efficiency “Time behavior or the system has acceptable

response and processing time” received the highest average of 4.40 with a qualitative

interpretation of very acceptable for end-users and 4.20 with a qualitative interpretation

of very acceptable for I.T. experts collecting a computed average of 4.15 with a

qualitative interpretation of very acceptable.

“Resource Behavior or the system uses enough computing resources for all its

function” acquired the lowest average of 4.20 with a qualitative interpretation of very

62
acceptable for end-users and 4.10 with a qualitative interpretation of very acceptable for

I.T. experts collecting a computed average of 4.15 with a qualitative interpretation of

very acceptable.

Overall in terms of Efficiency, the end-users received an overall average of 4.30

with a qualitative interpretation of very acceptable; while the I.T. Experts received an

overall average of 4.00 with a qualitative interpretation of very acceptable. The overall

computed average is 4.15 or very acceptable.

Table 4

Assessment of end-user and I.T. experts to the proposed Web-Based Ticketing &

Monitoring System in terms of Efficiency for I-Secure Networks & Business

Solutions Inc.

Efficiency End-users I.T. Experts Over-all

Avg. Q.I. Avg. Q.I. Avg. Q.I.

1 Time behavior or the 4.40 VA 3.90 VA 4.15 VA

system has a quick
response.

2 Resource behavior or the 4.20 VA 4.10 VA 4.15 VA

system can consume a lot
of storage.

Over-All 4.30 VA 4.00 VA 4.15 VA

Legend: 4.50 to 5.00 (Highly Acceptable–HA); 3.50 to 4.49 (Very Acceptable-VA); 2.50
to 3.49 (Acceptable-A); 1.50 to 2.49 (Moderately Acceptable-MA); 1 to 1.49
(Unacceptable-U)

Table 5 shows the assessment of evaluation of end-users and I.T. Experts to the

proposed Web-Based Ticketing & Monitoring System in terms of Portability; and it is

being shown on the table that “Installability or the system can be easily installed in

63
specified platform or environment” received the highest average of 4.70 which is highly

acceptable for end-users; and 4.40 which is very acceptable for I.T. Experts collecting a

computed average of 4.55 with a qualitative interpretation of highly acceptable.

“Adoptability or the system can be adapted to any environment that does not need

changed” received the lowest average of 4.40 which is very acceptable for end-users; and

4.10 with a qualitative interpretation of very acceptable for I.T. Experts collecting a

computed average of 4.25 with a qualitative interpretation of very acceptable.

In terms of Portability, the end-users received an overall average of 4.55 with a

qualitative interpretation of highly acceptable; while the I.T. Experts received an overall

average of 4.25 with a qualitative interpretation of very acceptable. The overall computed

average is 4.40 with a qualitative interpretation of very acceptable. This study is being

supported by Bertalanffy (2014) wherein it is stated that a systems theory was introduced

as a modeling devise that accommodates the interrelationships and overlap between

separate disciplines. The reality is that when scientists and philosophers first tried to

explain how things worked in the universe, there were no separate disciplines. There

were simply questions to be answered. But as we started understanding more and more,

the sciences broke down into chemistry, physics, biology, and then biophysics,

biochemistry, physical chemistry and the like so that related components of a problem

were investigated in isolation from one another.

64
 Table 5

Assessment of end-user and I.T. experts to the proposed Web-Based Ticketing &

Monitoring System in terms of Portability for I-Secure Networks & Business

Solutions Inc.

Portability End-users I.T. Experts Over-all

Avg. Q.I. Avg. Q.I. Avg. Q.I.

1. Adoptability or the system can be 4.40 VA 4.10 VA 4.25 VA

adapted to any environment that
does not need changes.
2. Installability or the system can be 4.70 HA 4.40 VA 4.55 HA
easily installed or put-up.

Over-all 4.55 HA 4.25 VA 4.40 VA

Legend: 4.50 to 5.00 (Highly Acceptable–HA); 3.50 to 4.49 (Very Acceptable-VA); 2.50
to 3.49 (Acceptable-A); 1.50 to 2.49 (Moderately Acceptable-MA); 1 to 1.49
(Unacceptable-U)

Table 6 shows the assessments of I.T. Experts to the proposed Web-Based

Ticketing & Monitoring System in terms of Maintainability; and it is being shown on the

table that “Stability or the system is stable when is used” received the highest average of

4.60 which a qualitative interpretation of highly acceptable.

On the other hand, “Changeability or the system can be easily modified by the

user” and “Testability or the system can be easily tested” both received the lowest

average of 4.40 which is very acceptable. The overall average is 4.13 with a qualitative

interpretation of very acceptable.

65
 Table 6

Assessment of I.T. experts to the proposed Web-Based Ticketing & Monitoring

System in terms of Maintainability for I-Secure Networks & Business Solutions Inc.

Maintainability Avg. Q.I.

1. Changeability or the system can be easily 4.40 VA

modified by the user.

2. Stability or the system is stable when it is used. 4.60 HA

3. Testability or the system can be easily tested. 4.40 VA

Over-all 4.13 VA

Legend: 4.50 to 5.00 (Highly Acceptable–HA); 3.50 to 4.49 (Very Acceptable-VA); 2.50
to 3.49 (Acceptable-A); 1.50 to 2.49 (Moderately Acceptable-MA); 1 to 1.49
(Unacceptable-U)

Table 7 reveals the summary table of the assessment of end-users and I.T. Experts

to the proposed Web-Based Ticketing & Monitoring System in terms of Functionality,

Reliability, Usability, Efficiency and Portability. It shows that “Portability” received the

highest average of 4.55 which is highly acceptable for end-users; while “Usability”

received the highest average of 4.30 which is very acceptable for I.T. Experts.

Furthermore, “Functionality” received the lowest weighted mean of 4.12 which is

very acceptable respectively for end-users; and on the other hand “Reliability” received

the lowest average of 3.90 which is very acceptable for the I.T. Experts.

Overall the end-users received an overall average of 4.32 which is very

acceptable; and for the I.T. Experts the overall average is 4.10 which are very

acceptable. In totality, the overall average for both respondents is 4.21 with a qualitative

interpretation of very acceptable.

66
 Table 7

Summary table of the assessment of end-users and I.T. experts to the proposed

Web-Based Ticketing & Monitoring System for I-Secure Networks & Business

Solutions Inc. in terms of Functionality, Usability, Efficiency and Portability.

Degree of End-users I.T. Experts Over-all

Evaluation Avg. Q.I. Avg. Q.I. Avg. Q.I.
1. Functionality 4.12 VA 4.03 VA 4.08 VA

2. Reliability 4.17 VA 3.90 VA 4.03 VA

3. Usability 4.47 VA 4.30 VA 4.39 VA

4. Efficiency 4.30 VA 4.00 VA 4.15 VA

5. Portability 4.55 HA 4.25 VA 4.40 VA

Over-all 4.32 VA 4.10 VA 4.21 VA

Legend: 4.50 to 5.00 (Highly Acceptable–HA); 3.50 to 4.49 (Very Acceptable-VA); 2.50
to 3.49 (Acceptable-A); 1.50 to 2.49 (Moderately Acceptable-MA); 1 to 1.49
(Unacceptable-U)

67
 CHAPTER V

SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS

This chapter presents the summary of the findings on the study, conclusions

drawn from the findings and recommendations offered based on the study.

Summary of Findings

In terms of Functionality, the end-user received an overall average of 4.12 with a

qualitative interpretation of very acceptable; while the proponents and IT experts

received an overall average of 4.03 with a qualitative interpretation of very acceptable.

The overall computed average is 4.08 with a qualitative interpretation of very acceptable.

In terms of Reliability, the end-users an overall average of 3.75 with a qualitative

interpretation of very acceptable; while the I.T. Experts received an overall average of

3.83 with a qualitative interpretation of very acceptable. The overall computed average is

4.03 with a qualitative interpretation of very acceptable. In terms of Usability, the end-

users an acquired an overall average of 4.47 with a qualitative interpretation of very

acceptable; while the I.T. Experts received an overall average of 4.30 with a qualitative

interpretation of very acceptable. The overall computed average is 4.39 with a qualitative

interpretation of very acceptable.

Overall in terms of Efficiency, the end-users received an overall average of 4.30

with a qualitative interpretation of very acceptable; while the I.T. Experts received an

overall average of 4.00 with a qualitative interpretation of very acceptable. The overall

computed average is 4.15 or very acceptable. In terms of Portability, the end-users

68
received an overall average of 4.55 with a qualitative interpretation of highly acceptable;

while the I.T. Experts received an overall average of 4.25 with a qualitative interpretation

of very acceptable. The overall computed average is 4.40 with a qualitative interpretation

of very acceptable. On the other hand, “Changeability or the system can be easily

modified by the user” and “Testability or the system can be easily tested” both received

the lowest average of 4.40 which is very acceptable. The overall average is 4.13 with a

qualitative interpretation of very acceptable.

Overall the end-users received an overall average of 4.32 which is very

acceptable; and for the I.T. Experts the overall average is 4.10 which are very

acceptable. In totality, the overall average for both respondents is 4.21 with a qualitative

interpretation of very acceptable.

Conclusions

1. Based on the findings that “Recoverability or the system can record saved form” under

Recoverability evidently bring an effect to all respondents concerned. It is detailed on

proposed Web-Based Ticketing & Monitoring System that it is hard to retrieve data in

case of memory malfunction and maintain data unless there is a back-up data from a

computer or support from the data manager. Reliable satisfaction is difficult when

support system from the management or computer managing system is weak.

Recoverability is developing the services and support towards the users of the system to

attain satisfaction.

2. Respondents find Fault tolerance as a critical aspect for Reliability. Network speed and

connection has always been a problem in any computer system; and considering the

69
importance of data transfer to the database, the respondents had assessed difficulty that

could be encountered in the retrieval of requested report and related data.

3. End-users and IT experts found problems with regards to Resource behavior. The

consistency resources or memory space of the Web-Based Ticketing & Monitoring

System was sighted a problem in selected users that they have assessed possible delays in

the transmission of data that may affect the fixing time of all concerned person most

especially among the administrator and system engineers.

5. Portability in terms of adoptability was assessed to be a potential challenge among the

users of the system as it may require further feasibility and wide scope utilization before

it becomes accepted for further utilization. On the other hand, End-users and IT experts

find maintainability specifically changeability and stability as challenges as a result of the

changing demands when it comes to report management and monitoring.

6. The findings showed that there is significant difference in the assessment of the

respondents to the proposed Web-Based Ticketing & Monitoring System due to different

computer platform.

Recommendations

 The system needs to have with a Back-up data plan constantly to avoid potential

data lost as well as to avoid delays especially to those who need immediate action.

It need organize installation, antivirus, and spyware scans for which is necessary

for the system to be protected at all time.

70
 Recovery options may also be implied and consider like storing data to the data

manager and to maintain a copy of each transaction in the Web-Based Ticketing

& Monitoring System.

 Wiring management installation may also be applied for an accurate use of the.

 Increase PC performance Web-Based Ticketing & Monitoring System and speed

will help the system to perform its task and to provide quick output in any given

time.

 Network connection must be reliable and may also recommended to upgrade in

much higher speed for more accurate and reliable connectivity for smooth

operation for the future use of all the user of the system.

71
 APPENDIX A

SOFTWARE EVALUATION FORM

Dear Respondent,
This survey will serve as an instrument to assess the level of acceptability of the
developed system. Your cooperation by completing this form will make an important
contribution in gathering a reliable and accurate data needed in the evaluation of the
developed system.
Rest assured that the information you give would be treated with utmost
confidentiality as necessary.

Proponents: Noted by:

________________________ _________________________
Rohmer Roi A. Bujawe Mr. Jayson M. Victoriano, MSCS
________________________ (Adviser)
James Emmanuel DR. Castillo

WEB-BASED TICKETING & MONITORING SYSTEM FOR I-SECURE

NETWORKS & BUSINESS SOLUTIONS, INC.

Each rating is quantified by the following:

Numerical Rating Equivalent

5 Highly Acceptable
4 Very Acceptable
3 Acceptable
2 Moderately Acceptable
1 Unacceptable

Instruction: Please evaluate the developed system by using the given scale and placing a

HA VA A MA UA
Characteristics Sub-characteristics Descriptions 5 4 3 2 1
The software has suitable but
Suitability appropriate set of functions in
accordance to its system objectives.
The software provides accurate
Functionality Accuracy results.
The software addresses the defined
Compliance set of needs.

72
 HA VA A MA UA
Characteristics Sub-characteristics Descriptions 5 4 3 2 1

It has ability to maintain a specified

level of performance in case of
Fault tolerance software faults or of infringement
of its specified interface.
It has the capability to re-establish
Reliability its level of performance and recover
Recoverability the data directly affected in case of
a failure and on the time and effort
needed for it.
It is easy for the users to recognize
Understandability its logical concept and applicability.
It is easy for the users to learn its
Usability Learnability application.
Operability The software is easy to operate.
It has acceptable response and
Efficiency Time behavior processing time and throughput
rates.
It consistently uses enough
Resource
Maintainabilit computing resources (memory
behavior
y space) for all its functions.
It is relatively easy to modify the
Changeability software or remove faults.
Stability It is deemed stable when modified.
It is easy to validate any
Testability
modification made.
It could adapt to different specified
environments without applying
Adaptability other actions or means that those
Portability provided for this purpose for the
software considered.
It is easy to install the software in
Installability
specified platform or environment.
Instruction: Please fill up all fields with * as required, optional otherwise.
Respondent’s Name:
* Type of Respondent: End User (Users / Administrator)
IT Expert (Software Developer / Programmer/ IT Specialist)
Others : __________________________________________
Please confirm your responses by signing. Thank you very much for your time and insights.
* Signature: * Date:

73
 APPENDIX B

Dear Respondent,

This survey will serve as an instrument to evaluate the existing system of

Ticketing and Monitoring of Request in I-Secure Networks & Business Solutions Inc.
Your cooperation by answering the question on this form will make an important
contribution in gathering a reliable and accurate data needed to design and develop a new
system.
Rest assured that the information you give would be treated with utmost
confidentiality as necessary.

QUESTIONNAIRE FORM

“Ticketing and Monitoring of Request in I-Secure Networks & Business Solutions Inc.”

1. What are the problems you encountered in having Ticketing and Monitoring of
Request?

2. Why do you think those problems occur?

3. What solution can you suggest to solve these problems?

4. Do you think a web-based ticketing & monitoring system will help the company
to solve the problem you mentioned?

5. What do you suggest to enhance the Ticketing and Monitoring of Request?

Instruction: Please fill up all fields with * as required, optional otherwise.

Respondent’s Name:
* Type of Respondent: End User (Users / Administrator)
IT Expert (Software Developer / Programmer/ IT
Specialist)
Others : ______________________________________
Course: Year/Year Graduated:
Please confirm your responses by signing. Thank you very much for your time and
insights.
* Signature: * Date:

74
 APPENDIX C

Data Dictionary
To avoid perplexity of the study the following terms were translated through the

database dictionary.

tbladmin table
DATA
NAME TYPE EXTRA DESCRIPTION NULL DEFAULT
id int(11) auto_increment primary no
username varchar(20) no
password varchar(20) no

tblfaculty table (user table)

DATA
NAME TYPE EXTRA DESCRIPTION NULL DEFAULT
id int(11) auto_increment primary no
facultyid int(11) no
lname varchar(20) no
fname varchar(20) no
mname varchar(20) no
address text no
contact varchar(30) no
username varchar(50) no
password varchar(50) no

tblcustomers table
DATA
NAME TYPE EXTRA DESCRIPTION NULL DEFAULT
Id int(11) auto_increment primary no
company_id varchar(255) no
first_name varchar(255) no
Surname varchar(255) no
75
 Company varchar(255) no
Email varchar(255) no
tel_no varchar(255) no
Username varchar(255) no
Password varchar(255) no
Approved varchar(255) no
date_approved varchar(255) no

tblaction table
DATA
NAME TYPE EXTRA DESCRIPTION NULL DEFAULT
id int(11) auto_increment primary no
fullname varchar(255) no
pc_no varchar(255) no
description varchar(255) no
priority varchar(255) no
status varchar(255) no
ddate varchar(255) no
incharge varchar(255) no
engineerid int(255) no
action_date varchar(255) no
action_taken varchar(255) no
date_solved varchar(255) no

tblapproval table
NAME DATA TYPE EXTRA DESCRIPTION NULL DEFAULT
id int(11) auto_increment primary no
company_id varchar(255) no
first_name varchar(255) no
surname varchar(255) no

76
 company varchar(255) no
email varchar(255) no
tel_no varchar(255) no
username varchar(255) no
password varchar(255) no
approved varchar(255) no
date_approved varchar(255) no

tblcomplaint table
DATA
NAME TYPE EXTRA DESCRIPTION NULL DEFAULT
id int(11) auto_increment primary no
fullname varchar(255) no
pc_no varchar(255) no
description varchar(255) no
priority varchar(255) no
status varchar(255) no
ddate varchar(255) no
incharge varchar(255) no
engineerid int(255) no
action_date varchar(255) no
action_taken varchar(255) no
date_solved varchar(255) no

tblengineer table
DATA
NAME TYPE EXTRA DESCRIPTION NULL DEFAULT
id int(11) auto_increment primary no
facultyid int(11) no
lname varchar(20) no
fname varchar(20) no

77
 mname varchar(20) no
address text no
contact varchar(30) no
username varchar(50) no
password varchar(50) no

tblhistory table
DATA
NAME TYPE EXTRA DESCRIPTION NULL DEFAULT
id int(11) auto_increment primary no
fullname varchar(255) no
pc_no varchar(255) no
description varchar(255) no
priority varchar(255) no
status varchar(255) no
ddate varchar(255) no
incharge varchar(255) no
engineerid int(255) no
action_date varchar(255) no
action_taken varchar(255) no
date_solved varchar(255) no

tblpending table
DATA
NAME TYPE EXTRA DESCRIPTION NULL DEFAULT
id int(11) auto_increment primary no
fullname varchar(255) no
pc_no varchar(255) no
description varchar(255) no
priority varchar(255) no
status varchar(255) no

78
 ddate varchar(255) no
incharge varchar(255) no
engineerid int(255) no
action_date varchar(255) no
action_taken varchar(255) no
date_solved varchar(255) no

tblsolved table
DATA
NAME TYPE EXTRA DESCRIPTION NULL DEFAULT
id int(11) auto_increment primary no
fullname varchar(255) no
pc_no varchar(255) no
description varchar(255) no
priority varchar(255) no
status varchar(255) no
ddate varchar(255) no
incharge varchar(255) no
engineerid int(255) no
action_date varchar(255) no
action_taken varchar(255) no
date_solved varchar(255) no

79
 APPENDIX D

Image 1. Log-in Form

This form enables any user classification to log-in in the system of I-secure

Networks & Business Solutions, Inc.

Image 2. Customer Portal

This page is the area where customer is being registered in the system of I-

80
secure Networks & Business Solutions, Inc.

Image 3. Registration Form

This form enables users to register in the system of I-secure Networks & Business

Solutions, Inc.

Image 4. User’s Dashboard/ Homepage

81
 This page is the area where the customer is provided with various actions in the

system of I-secure Networks & Business Solutions, Inc.

Image 5. Complaint Form

This form enables users to create a complaint about the problem in their computer

hardware in the system of I-secure Networks & Business Solutions, Inc.

Image 6. Possible Solutions

82
 This form will guide users about their complaint about the problem in their

computer hardware in the system of I-secure Networks & Business Solutions, Inc.

Image 7. About/ Company Profile

This page is the area where the customer is provided with information about the

company in the system of I-secure Networks & Business Solutions, Inc.

Image 8. Account Settings

83
 This form enables users to manage their profile in the system of I-secure

Networks & Business Solutions, Inc.

Image 9. Engineer Dashboard/ Homepage

This page is the area where the engineer’s is provided with various actions in the

system of I-secure Networks & Business Solutions, Inc.

Image 10. All Available Complaints/ Cases

84
 This form shows the available complaint about the problem in the computer in the

system of I-secure Networks & Business Solutions, Inc.

Image 11. Ongoing Cases (Based on Engineer’s Account)

This form shows the ongoing complaint that is being fixed about the problem in

the computer in the system of I-secure Networks & Business Solutions, Inc.

Image 12. Solved Complaints/ Cases

85
 This form shows the resolve complaint about the problem in the computer in the

system of I-secure Networks & Business Solutions, Inc.

Image 13. Suggested Solutions

This form shows the suggested solutions about the complaint in the computer in

the system of I-secure Networks & Business Solutions, Inc.

Image 14. Updating a Solutions

86
 This form is the area where suggested solutions are edited according to the

complaint in the computer in the system of I-secure Networks & Business Solutions, Inc.

Image 15. Add New Solutions

This form is the area where the suggested solutions are created according to the

complaint in the computer in the system of I-secure Networks & Business Solutions, Inc.

Image 16. Administrator’s Dashboard/ Homepage

87
 This page is the area where the administrator is provided with various actions in

the system of I-secure Networks & Business Solutions, Inc.

Image 17. All Pending Complaints/ Cases

This form shows all pending complaint about the problem in the computer in the

system of I-secure Networks & Business Solutions, Inc.

Image 18. Received Reports (via E-mail)

88
 This form shows all received report about the problem in the computer in the

system of I-secure Networks & Business Solutions, Inc.

Image 19. Reply to Reports (via E-mail)

This form allows the administrator and engineer to reply to the report about the

problem in the computer in the system of I-secure Networks & Business Solutions, Inc.

89
 Image 20. All User’s Account

This form allows the administrator to view all customers account in the system of

I-secure Networks & Business Solutions, Inc.

Image 21. Update/ Edit User’s Account

This form allows the administrator to edit and update all customers account in the

system of I-secure Networks & Business Solutions, Inc.

90
 Image 22. Add User’s Account

This form allows the administrator to edit and update all customers account in the

system of I-secure Networks & Business Solutions, Inc.

Image 23. All Engineers’ Account

This form allows the administrator to view all engineers account in the system of

I-secure Networks & Business Solutions, Inc.

91
 Image 24. Update/ Edit Engineer’s Account

This form allows the administrator to edit and update all engineer’s account in the

system of I-secure Networks & Business Solutions, Inc.

Image 25. Add Engineer’s Account

This form allows the administrator to edit and update all customers account in the

system of I-secure Networks & Business Solutions, Inc.

92
 Image 26. Report History

This form allows the administrator to view all report history of complaints in the

system of I-secure Networks & Business Solutions, Inc.

Image 27. All Engineers’ Reports

This form allows the administrator to view all history of engineers about the

problem in computer in the system of I-secure Networks & Business Solutions, Inc.

93
 Image 28. All Pending Customers

This form allows the administrator to view all pending customers in the system of

I-secure Networks & Business Solutions, Inc.

Image 29. Administrator Approval Form (Pending Customers)

This form allows the administrator to view and approve all pending customers in

the system of I-secure Networks & Business Solutions, Inc.

94
 Image 30. All Approved Customer/s

This form allows the administrator to view all approved customers in the system

of I-secure Networks & Business Solutions, Inc.

95
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2017

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Bertalanffy (2014). Operationalizing a General Systems Theory.

https://www.citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.463.2671&rep=rep1
Date Accessed: December 17, 2016

Brehmer (2014). E-Commerce and Online Safety.

https://www.scribd.com/doc/234721072/Chapter-2 Date Accessed: August 8, 2017

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October 2, 2016

98
CURRICULUM VITAE

99
JAMES EMMANUEL DR. CASTILLO
Address: #166 Mulawin St. Camangyanan, Sta. Maria, Bulacan
Contact No: +63 926 568 2213
Email: maryjamescastillo@gmail.com

OBJECTIVE:
Seeking a challenging opportunity where I will be able to utilize my strong organizational
skills, education background, and ability to work well with people, which will allow me
to grow personally and professionally.

ACADEMIC BACKGROUND:

Tertiary: BS Computer Science

ACLC College of Sta. Maria – Bayan
J.P. Rizal Street, Poblacion (BAYAN) Sta. Maria, Bulacan
(S.Y. 2014 - Present)

Secondary: Early Christian School

Poblacion, Sta. Maria, Bulacan
(S.Y. 2004 - 2007)

Primary: Camangyanan Elementary School

Camangyanan Sta. Maria, Bulacan
(S.Y. 1999 – 2004)

WORK EXPERIENCE:

Franzen Pet Center

Sales staff
April 2013 - September 2014

EMI-Yazaki Manufacturing Inc.

Machine Operator
September 2010 – February 2011

Chowking Food Corp.

Sale staff
April 2008 – October 2008

100
SKILLS:

-Ability to work individually as well as in group environment.

-Computer Literacy. Proficient at MS Excel, MS Word, and MS PowerPoint.
-Design a program for various purposes.
-Proficient in C, Java, C++, HTML, and PHP.

PERSONAL INFORMATION:

Date of Birth: July 22, 1991

Place of Birth: Manila
Gender: Male
Civil Status: Single
Citizenship: Filipino
Height: 5’4
Weight: 50kg

REFERENCE:
Mr. Jeremiah Ochea
English Instructor
ACLC College of Sta. Maria – Bayan

Jocelyn Manarang
Asst. Supervisor
North Luzon Expressway
+63 915 732 5667

Abraham Despojo
School Principal
Perpetual School of Learning Style
+63 975 860 1297

James Emmanuel DR. Castillo

Signature over Printed Name

101
ROHMER ROI ALEJANDRINO BUJAWE
Address: #1781 Sitio Hulo, San Jose Patag, Sta. Maria, Bulacan
Contact No: +63 946 379 8723
Email: bujawe24@gmail.com

OBJECTIVE:
Seeking a challenging opportunity where I will be able to utilize my strong organizational
skills, educational background, and ability to work well with people, which will allow me
to grow personally and professionally.

ACADEMIC BACKGROUND:

Tertiary: Bachelor of Science in Computer Science

ACLC College of Sta. Maria – Bayan
J.P. Rizal Street, Poblacion (BAYAN) Sta. Maria, Bulacan
(S.Y. 2014 - Present)

Secondary: Pulong Buhangin National High School

KM 38 Pulong Buhangin, Sta. Maria, Bulacan
(S.Y. 2009 - 2013)

Primary: Serrano Elementary School

Serrano Street, Marulas, Valenzuela City
(S.Y. 2006 – 2009)

EXPERIENCE:

On-The-Job-Training
Department of Information and Communications Technology
Diliman, Quezon City
SIMS-ADSMD Department
May 11 – June 13, 2017

SKILLS:

-Ability to work individually as well as in group environment.

-Computer Literacy. Proficient at MS Excel, MS Word, and MS PowerPoint.
-Design a program for various purposes. Proficient in C, Java, C++,C#, HTML, and PHP.

102
PERSONAL INFORMATION:

Date of Birth: April 24, 1997

Place of Birth: Sta. Maria, Bulacan
Gender: Male
Civil Status: Single
Citizenship: Filipino
Height: 5’4
Weight: 54kg

REFERENCE:
Mrs. Eufemia Morillo
School Director
ACLC College of Sta. Maria – Bayan
+63 917 501 5884

Ms. Joli Mae Sara

SIMS – ADSMD Department – DICT
+63 925 656 7272

Mr. Rafael L. Olivar, ECE, MIT

Chief, ADSMD – DICT
+63 923 914 8953

Rohmer Roi Alejandrino Bujawe

Signature over Printed Name

103
 James Emmanuel DR. Castillo
Autobiography

James Castillo was born on the 22nd day of July in the year of 1991 at Dr. Jose

Fabella Memorial Hospital in Sta. Cruz, Manila. He is the eldest child of Mr. Fernando

Castillo and Alona Castillo. He has two brothers and two sisters.

He took primary education at Camangyanan Elementary School in Sta. Maria.

Then he pursues his secondary education at Early Christian School until he graduated at

the age of 15.

He took CSDP in ACLC Bacoor Branch at Bacoor Cavite where he only finishes

his first semester in 2007. After that he took various work to gain money in able to

support his living and in the year 2014 at the age of 23 he pursue his college at ACLC

College of Sta. Maria for the course of Bachelor of Science in Computer Science. James

believes in order to succeed, you should maintain your mind to your goal then you will

meet it.

104
 Rohmer Roi A. Bujawe
Autobiography

Rohmer Roi Bujawe was born on April 24, 1997 in General Hospital at Sta.

Maria, Bulacan. his friends called him “Roi”. He is the youngest child of Mr. Romeo

Bujawe and Mrs. Remedios Bujawe. He has two sisters named Ryza and Romina.

He took his primary education at Serrano Elementary School, he also joined Boy

Scout of the Philippines in the year 2008. His secondary education was took at Pulong

Buhangin National High School he was a consistent honor student since 1st year to 4th

year. In the age of 10 he learned the basics of piano, he likes to draw, sketch and paint.

When he was 15 years of age, he joined poster making contest when he was in high

school, he also know how to play the guitar, xylophone and drums.

On the year 2014 he took up a course of Bachelor of Science in Computer Science

in ACLC College of Sta. Maria, he become an Student Council in the year 2015 in the

position of Secretary, he also become the Secretary of the AMA Club and home room

secretary. He’s been actively participating college events like solace, where he was the

champion in Poster Making Contest in 2015 and 2016 and 1st runner up in 2017; he is

also the champion in Word Layout 2016, and 1st runner up in VB.Net Competition in

2017. His dream is to become a web designer and web developer, and also he wants to

take up a course of Architecture, which is his first choice.

105