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Any typical business flow process, irrespective of the domain involves a series of actions done by different individuals/groups beginning with the initiation all the way through till the process is completed. If we can call each such business flow process a request, what we really have is a request placed by the originator going through a series of steps as defined by the business workflow before it is deemed addressed or processed. An integrated software system which provides a single point request entry system for all such requests, and helps the different participants in the business workflow track and monitor the progress on requests initiated and or attended by them in addition to serving as a knowledgebase would go a long way in streamlining the operations of any business. Such a software system also provides a transparent mechanism of request processing making it possible for independent parties to monitor and certify the service levels provided by the business to its customers. A customizable request system which can be configured to fit in the business workflow of a specific business group/organization would mean that the system could be deployed to good use in a wide variety of businesses. The customizable request system we propose to build will have a user module and a administrator module.
Driven by a custom configured database setup, the user module would provide the functionality to allow clients of a particular business group (we call them functional areas) to log requests. Any request can be assigned to a representative of a business group by the corresponding administrator (manager of that business group) so they can work on the task. The logger of the request (client) would specify the functional area of the request at the time of logging. The user module provides the functionality in the request system that is available when a regular user (who is not an admin/super user) logs on to the system. The user modules includes building a default home page which is all requests assigned and/or logged by the logged-in user or requests in which the logged-in user is passive observer (we call it subscriber as decided by the Admin) which are still active (not yet completed). The user should be able to click on any of the requests and add some comments giving more info on the request or informing about the progress made and how the request is being handled or should be able to add new requests. The entire system is centrally based on a relational database hosted on Oracle database and has three-tier architecture with a Servlet engine at the server side and a web-based Client. After the initial requirements are met, we hope to extend the system further to allow for file attachments in user actions and possible even rich-text format.

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