Sistema de ajuda contextualizada online

• Author(s): Fernandes, Steve Michael Pereira
• Date: 2011
• Persistent ID: http://hdl.handle.net/10451/13909
• Origin: Repositório da Universidade de Lisboa
• Subject(s): Help Search System; SOA; Content Management; Webmethods; Help Online
• Document Type: Master thesis
• Language: Portuguese
• Advisor(s): Antunes, Pedro
• Contributor(s): Repositório da Universidade de Lisboa

Description

This report describes the work done over a nine-month internship for Computer Engineering Project Discipline. It is quite usual that an end-user of a given application does not have a prior knowledge of its capabilities/features, so it is necessary to provide an application support to train him in the use of the application. The project was made at the webMethods platform with the purpose of filling the time spent on the application support and user training. This was based on an improvement of an online help system for web application users that currently existed in the Client. Among the different points that needed an improvement was the fact that the Help content provided to the users could not be editable, which made the system easily too static and outdated. After performing the Analysis, Design and Construction steps, it was reached a system in which help content was editable online. Each one of the contents was named as a Help Topic, and it was part of a tree Help Topic Tree representing the possible navigation within the web application. Thus, it was possible to perform an additional search system where the result was the pathway from the web application root to the node with a help content that match the search key. The system has three types of users (Administrator, Technical and User), each one having specific functions and having access to different interfaces. The Administrator and Technical profile implies access to the Back office interfaces, where one can manage multiple projects (web Applications) that would have an Help Online system, and it is also possible to make a content management to each help system. The user has access to an Front Office interface that provides help to each page, and also a web search system. Currently the system is running on the client, and it is also being used by other companies working on the client.