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This document summarizes an engineering support system project by Group J. The group aims to design an architectural approach for a support system to help clients enjoy solutions based on their products with technical support and availability. Key goals are to improve collaboration, quality of services, and after-sale service quality. The proposed high-level architecture involves SugarCRM to store client details, Jira for issue tracking, a support portal, and engineering portal. The design will cover operational and deployment views and technical aspects will involve Java, LDAP, Jira, PostgreSQL, and a three-tier client server architecture.
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- 4. Goals & Objectives. • Improve collaboration and communication with customers • Improve quality of services which are outsourced by the company • Increase after sale service quality by means of high-availability • Enhance reusability by making existing patches available to the required customers and maintaining a proper documentation
- 5. Key Requirements • Security - Authorization/authentication based on a central LDAP - Role based access control - Multi-tenancy • Unified view of data - Avoid duplication - Ensure consistency - Zero (or low) latency
- 6. Key Requirements • Eliminate error/prone, time consuming processes -Maintain client's contacts and product versions -Reuse already released patches • Streamline processes - No blocking on others, no waiting, no delays - No assumptions - No surprises - Zero errors
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- 9. Ctd.. • Support Portal -Clients find information (Contract details, available patches, Service packs) • Support Engineering Portal -Engineers find information about clients • Governance registry -Keep contract details
- 11. Design
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- 14. Technical Aspect • Sugar CRM
- 15. LDAP
- 16. Jira
- 17. Quality Attributes • Availability • Security • Performance • Usability • Scalability • Performance
- 18. Language & DB J2EE -[JAVA] Finally realised to come up with the java open source solution and the team was very much flexible with java and most of the clients applications was build based on java where easy to future scalability and connectivity. Data Base .We decided to stick with PostgreSQL since It is known for being rock-solid and well- engineered, capable of supporting high-transaction, mission-critical applications
- 19. Three Tier client server Architecture Presentation Layer Business Logic-Application servers Data Base Data Base
- 20. Q & A
- 21. Thank You