Oracle helpdesk database shema

Veri Modelleme ve Iliskisel
Veritabanlari Dersi

Proje Dökümanı
Murat Gülci
Bu projede bir Helpdesk database’i tasarlandı ve
oluşturuldu. Kullanıcıların takibi, problemlerin ve problemin
geçmişinin takibi, envanter takibi ve Bilgi işlem
çalışanlarının yeteneklerinin takibi yapılabilmesi
sağlandı.Hazırlanan bütün sorgular, karşılaşılabilinecek
gerçek senaryolar düşünülerek hazırlandı.

Bahceşehir Üniversitesi

BEŞİKTAŞ

ALPER TUNGA

Veritabanı ve İlişkisel
Veritabanları

YZM5507

2. Database oluşturma
Query Result
CREATE TABLE "REF_EQUIPMENT_TYPES"
( "EQUIPMENT_TYPE_CODE" NUMBER(5,0),
"EQUIPMENT_TYPE_DESCRIPTION" VARCHAR2(50),
PRIMARY KEY ("EQUIPMENT_TYPE_CODE") ENABLE
) ;

Query Result
CREATE TABLE "REF_SKILL_CODES"
( "SKILL_CODE" NUMBER(5,0),
"SKILL_DESCRIPTION" VARCHAR2(50),
PRIMARY KEY ("SKILL_CODE") ENABLE
) ;

Query Result

CREATE TABLE "STAFF_SKILLS"
( "STAFF_ID" NUMBER(5,0),
"SKILL_CODE" NUMBER(5,0),
"DATE_SKILL_OBTAINED" DATE,
PRIMARY KEY ("STAFF_ID") ENABLE
) ;

Query Result

CREATE TABLE "EQUIPMENT"
( "EQUIPMENT_ID" NUMBER,
"EQUIPMENT_TYPE_CODE" NUMBER,
"DATA_EQUIPMENT_ACQUIRED" DATE,
"DATE_EQUIPMENT_DISPOSED" DATE,

"EQUIPMENT_CODE" NUMBER(10,0),

"EQUIPMENT_NAME" CHAR(20),

"EQUIPMENT_DESCRIPTION" VARCHAR2(50),

"MANUFACTURER_NAME" CHAR(20),

CONSTRAINT "EQUIPMENT_PK" PRIMARY KEY
("EQUIPMENT_ID") ENABLE
)

Query Result

CREATE TABLE "SUPPORT_STAFF"
( "STAFF_ID" NUMBER(5,0),
"DATE_JOINED" DATE,
"DATE_LEFT" DATE,
"STAFF_NAME" CHAR(40),
"STAFF_PHONE" NUMBER(10,0),
"STAFF_EMAIL" CHAR(50),
"STAFF_LOCATION" CHAR(10),
PRIMARY KEY ("STAFF_ID") ENABLE
) ;

Query Result

CREATE TABLE "REF_USER_TYPES"
( "USER_TYPE_CODE" NUMBER(10,0),
"USER_TYPE_DESCRIPTION" VARCHAR2(50),
PRIMARY KEY ("USER_TYPE_CODE") ENABLE
) ;

Query Result

CREATE TABLE "REF_PRIORITY_LEVELS"
( "PROBLEM_LEVEL_CODE" NUMBER(3,0),
"PRIORITY_LEVEL_DESCRIPTION" VARCHAR2(10),
PRIMARY KEY ("PROBLEM_LEVEL_CODE") ENABLE
) ;

Query Result

CREATE TABLE "REF_PROBLEM_STATUS_CODE"
( "PROBLEM_STATUS_CODE" NUMBER(3,0),
"PROBLEM_STATUS_DESCRIPTION" VARCHAR2(10),
PRIMARY KEY ("PROBLEM_STATUS_CODE") ENABLE
) ;

Query Result

CREATE TABLE "USERS"
( "USER_ID" NUMBER(5,0),
"USER_TYPE_CODE" NUMBER(10,0),
"USER_FIRST_NAME" CHAR(20),
"USER_LAST_NAME" CHAR(20),
"USER_PHONE" NUMBER(10,0),
"USER_EMAIL" CHAR(50),
"ADDRESS" VARCHAR2(100),
CONSTRAINT "USERS_PK" PRIMARY KEY ("USER_ID")
ENABLE
);
Query Result

CREATE TABLE "PROBLEMS"
( "PROBLEM_ID" NUMBER(10,0) NOT NULL ENABLE,
"EQUIPMENT_ID" NUMBER(10,0) NOT NULL ENABLE,
"USER_ID" NUMBER(5,0) NOT NULL ENABLE,
"PROBLEM_REPORTED_DATETIME" DATE NOT NULL
ENABLE,
"PROBLEM_DESCRIPTION" VARCHAR2(500) NOT NULL
ENABLE,
CONSTRAINT "PROBLEMS_PK" PRIMARY KEY
("PROBLEM_ID") ENABLE
);

Query Result

CREATE TABLE "PROBLEM_HISTORY"
( "PROBLEM_HISTORY_ID" NUMBER(10,0) NOT NULL
ENABLE,
"PRIORITY_LEVEL_CODE" NUMBER(3,0) NOT NULL
ENABLE,
"PROBLEM_ID" NUMBER(10,0) NOT NULL ENABLE,
"PROBLEM_STATUS_CODE" NUMBER(3,0) NOT NULL
ENABLE,
"ASSIGNED_STAFF_ID" NUMBER(5,0) NOT NULL
ENABLE,
"FIX_DATETIME" DATE NOT NULL ENABLE,
"PROBLEM_HISTORY_DESCRIPTION" VARCHAR2(500)
NOT NULL ENABLE,
CONSTRAINT "PROBLEM_HISTORY_PK" PRIMARY KEY
("PROBLEM_HISTORY_ID") ENABLE
);

Query Result

CREATE TABLE "RESOLUTIONS"
( "RESOLUTION_ID" NUMBER(10,0) NOT NULL ENABLE,
"PROBLEM_HISTORY_ID" NUMBER(10,0),
"RESOLUTION_DESCRIPTION" VARCHAR2(500),
CONSTRAINT "RESOLUTIONS_PK" PRIMARY KEY
("RESOLUTION_ID") ENABLE
) ;

3. Table’lara kısıt ekleme
Query Result

ALTER TABLE "STAFF_SKILLS" ADD CONSTRAINT
"STAFF_SKILLS_CON" FOREIGN KEY ("SKILL_CODE")
REFERENCES "REF_SKILL_CODES" ("SKILL_CODE") ENABLE;

Query Result

ALTER TABLE "EQUIPMENT" ADD CONSTRAINT
"EQUIPMENT_CON" FOREIGN KEY ("EQUIPMENT_TYPE_CODE")
REFERENCES "REF_EQUIPMENT_TYPES"
("EQUIPMENT_TYPE_CODE") ENABLE;

Query Result

ALTER TABLE "PROBLEMS" ADD CONSTRAINT "PROBLEMS_CON"
FOREIGN KEY ("USER_ID")
REFERENCES "USERS" ("USER_ID") ENABLE;ALTER
TABLE "PROBLEMS" ADD CONSTRAINT "PROBLEMS_FK" FOREIGN
KEY ("EQUIPMENT_ID")
REFERENCES "EQUIPMENT" ("EQUIPMENT_ID")
ENABLE;

Query Result

ALTER TABLE "PROBLEM_HISTORY" ADD CONSTRAINT
"PROBLEM_HISTORY_FK" FOREIGN KEY
("PRIORITY_LEVEL_CODE")
REFERENCES "REF_PRIORITY_LEVELS"
("PROBLEM_LEVEL_CODE") ENABLE;ALTER TABLE
"PROBLEM_HISTORY" ADD CONSTRAINT "PROBLEM_HISTORY_FK2"
FOREIGN KEY ("PROBLEM_ID")
REFERENCES "PROBLEMS" ("PROBLEM_ID")
ENABLE;ALTER TABLE "PROBLEM_HISTORY" ADD CONSTRAINT
"PROBLEM_HISTORY_FK3" FOREIGN KEY
("PROBLEM_STATUS_CODE")
REFERENCES "REF_PROBLEM_STATUS_CODE"
("PROBLEM_STATUS_CODE") ENABLE;ALTER TABLE
"PROBLEM_HISTORY" ADD CONSTRAINT "PROBLEM_HISTORY_FK4"
FOREIGN KEY ("ASSIGNED_STAFF_ID")
REFERENCES "SUPPORT_STAFF" ("STAFF_ID")
ENABLE;

Query Result

ALTER TABLE "RESOLUTIONS" ADD CONSTRAINT
"RESOLUTIONS_FK" FOREIGN KEY ("PROBLEM_HISTORY_ID")
REFERENCES "PROBLEM_HISTORY"
("PROBLEM_HISTORY_ID") ENABLE;

Query Result

ALTER TABLE "USERS" ADD CONSTRAINT "USERS_FK" FOREIGN
KEY ("USER_TYPE_CODE")
REFERENCES "REF_USER_TYPES"
("USER_TYPE_CODE") ENABLE;

4. Select Sorgular

a. En Sorunlu ürünler

Query
Select
REF_EQUIPMENT_TYPES.EQUIPMENT_TYPE_DESCRIPTION,
EQUIPMENT.EQUIPMENT_TYPE_CODE,
EQUIPMENT.EQUIPMENT_NAME,
EQUIPMENT.EQUIPMENT_DESCRIPTION,
PROBLEMS.EQUIPMENT_ID As EQUIPMENT_ID1,
Count(PROBLEMS.EQUIPMENT_ID) as "Problem Sayısı"
From
EQUIPMENT Inner Join
REF_EQUIPMENT_TYPES On EQUIPMENT.EQUIPMENT_TYPE_CODE =
REF_EQUIPMENT_TYPES.EQUIPMENT_TYPE_CODE Inner Join
PROBLEMS On PROBLEMS.EQUIPMENT_ID = EQUIPMENT.EQUIPMENT_ID
Where
PROBLEMS.EQUIPMENT_ID = EQUIPMENT.EQUIPMENT_ID
Group By
REF_EQUIPMENT_TYPES.EQUIPMENT_TYPE_DESCRIPTION, EQUIPMENT.EQUIPMENT_TYPE_CODE,
EQUIPMENT.EQUIPMENT_NAME, EQUIPMENT.EQUIPMENT_DESCRIPTION,
PROBLEMS.EQUIPMENT_ID
Order By
Count(PROBLEMS.EQUIPMENT_ID) Desc

Query 2:

select EQUIPMENT_ID, count(EQUIPMENT_ID)
from problems

group by EQUIPMENT_ID
having count(EQUIPMENT_ID)>1
order by count(EQUIPMENT_ID) desc

Result

Result 2

b. En çok sorun çözen IT elemanları

Query
Select
SUPPORT_STAFF.STAFF_ID,
SUPPORT_STAFF.STAFF_NAME,
SUPPORT_STAFF.STAFF_EMAIL,
REF_SKILL_CODES.SKILL_DESCRIPTION,
Count(PROBLEM_HISTORY.ASSIGNED_STAFF_ID) as "Sorun Sayısı"
From
PROBLEM_HISTORY Inner Join
SUPPORT_STAFF On PROBLEM_HISTORY.ASSIGNED_STAFF_ID = SUPPORT_STAFF.STAFF_ID
Inner Join
STAFF_SKILLS On STAFF_SKILLS.STAFF_ID = SUPPORT_STAFF.STAFF_ID Inner Join
REF_SKILL_CODES On STAFF_SKILLS.SKILL_CODE = REF_SKILL_CODES.SKILL_CODE
Group By
SUPPORT_STAFF.STAFF_ID, SUPPORT_STAFF.STAFF_NAME, SUPPORT_STAFF.STAFF_EMAIL,
REF_SKILL_CODES.SKILL_DESCRIPTION
Order By
Count(PROBLEM_HISTORY.ASSIGNED_STAFF_ID) Desc
Result

c. En sorunlu Kullanıcılar

Query
Select
USERS.USER_ID,
USERS.USER_FIRST_NAME,
USERS.USER_LAST_NAME,
USERS.USER_EMAIL,
REF_USER_TYPES.USER_TYPE_DESCRIPTION,
Count(PROBLEMS.USER_ID) As Problem_Count
From
PROBLEMS Inner Join
USERS On PROBLEMS.USER_ID = USERS.USER_ID Inner Join
REF_USER_TYPES On USERS.USER_TYPE_CODE = REF_USER_TYPES.USER_TYPE_CODE
Group By
USERS.USER_ID, USERS.USER_FIRST_NAME, USERS.USER_LAST_NAME, USERS.USER_EMAIL,
REF_USER_TYPES.USER_TYPE_DESCRIPTION
Order By
Count(PROBLEMS.USER_ID) Desc

Result

d. Açık Çağrılar Listesi

Query
Select
PROBLEM_HISTORY.PROBLEM_HISTORY_ID,
REF_PRIORITY_LEVELS.PRIORITY_LEVEL_DESCRIPTION,
PROBLEMS.PROBLEM_DESCRIPTION,
PROBLEM_HISTORY.PROBLEM_HISTORY_DESCRIPTION,
REF_PROBLEM_STATUS_CODE.PROBLEM_STATUS_DESCRIPTION
From
REF_PROBLEM_STATUS_CODE On PROBLEM_HISTORY.PROBLEM_STATUS_CODE =
REF_PROBLEM_STATUS_CODE.PROBLEM_STATUS_CODE Inner Join
Inner Join
REF_PRIORITY_LEVELS On PROBLEM_HISTORY.PRIORITY_LEVEL_CODE =
REF_PRIORITY_LEVELS.PROBLEM_LEVEL_CODE Inner Join
PROBLEMS On PROBLEM_HISTORY.PROBLEM_ID = PROBLEMS.PROBLEM_ID
Where
PROBLEM_HISTORY.PROBLEM_STATUS_CODE = 803

Result

e. SLA süresinde çözülmeyen işler
Query
Select
PROBLEMS.PROBLEM_ID,
PROBLEMS.PROBLEM_REPORTED_DATETIME,
PROBLEM_HISTORY.FIX_DATETIME,
REF_PRIORITY_LEVELS.PRIORITY_LEVEL_DESCRIPTION
From
PROBLEMS Inner Join
PROBLEM_HISTORY On PROBLEM_HISTORY.PROBLEM_ID = PROBLEMS.PROBLEM_ID Inner Join
USERS On PROBLEMS.USER_ID = USERS.USER_ID
Where
PROBLEM_HISTORY.FIX_DATETIME > PROBLEMS.PROBLEM_REPORTED_DATETIME

Result

f. 40000000007 no’lu problemin geçmiş detayı

Query
Select
REF_PROBLEM_STATUS_CODE.PROBLEM_STATUS_DESCRIPTION,
PROBLEM_HISTORY.PROBLEM_HISTORY_DESCRIPTION
From
PROBLEMS Inner Join
Where
PROBLEMS.PROBLEM_ID = 4000000007

Result

g. Ahmet Kullanıcısının Çağrılarının detayları

Query
Select
REF_PRIORITY_LEVELS.PRIORITY_LEVEL_DESCRIPTION
From
USERS Inner Join
PROBLEMS On PROBLEMS.USER_ID = USERS.USER_ID Inner Join
REF_PRIORITY_LEVELS.PROBLEM_LEVEL_CODE
Where
USERS.USER_FIRST_NAME = 'Ahmet'

Query_2
select
PROBLEM_ID, PROBLEM_DESCRIPTION
from
problems p, users u
where
p.user_id = u.user_id and u.user_first_name like 'Ahme%'

Result

Result2

h. Geçen Seneki çağrıların toplamı

Query
Select
Count(Distinct PROBLEM_HISTORY.PROBLEM_ID) as "2011 Çağrı Adedi"
From
PROBLEMS Inner Join
PROBLEM_HISTORY On PROBLEM_HISTORY.PROBLEM_ID = PROBLEMS.PROBLEM_ID
Where
Extract(Year From PROBLEM_HISTORY.FIX_DATETIME) = 2011

Result

i. Atanmamış çağrılar

Query
Select
PROBLEMS.PROBLEM_REPORTED_DATETIME,
PROBLEMS.PROBLEM_DESCRIPTION
From
PROBLEMS Inner Join
EQUIPMENT On PROBLEMS.EQUIPMENT_ID = EQUIPMENT.EQUIPMENT_ID Inner Join
Where
PROBLEMS.PROBLEM_ID Not In (Select Distinct
(PROBLEM_HISTORY.PROBLEM_ID)
From
PROBLEM_HISTORY)

Result

j. Kapatılan Çağrılar

Query
Select
REF_EQUIPMENT_TYPES.EQUIPMENT_TYPE_DESCRIPTION,
PROBLEM_HISTORY.PROBLEM_HISTORY_DESCRIPTION
From
PROBLEMS Inner Join
REF_EQUIPMENT_TYPES On EQUIPMENT.EQUIPMENT_TYPE_CODE =
REF_EQUIPMENT_TYPES.EQUIPMENT_TYPE_CODE
Where
PROBLEM_HISTORY.PROBLEM_STATUS_CODE = 804

Result

k. Zor seviyesindeki çağrıların detay durumu

Query
Select
SUPPORT_STAFF.STAFF_NAME
From
PROBLEMS On PROBLEM_HISTORY.PROBLEM_ID = PROBLEMS.PROBLEM_ID Inner Join
Where
PROBLEM_HISTORY.PRIORITY_LEVEL_CODE = 703

Result

l. Problem çözümü girilmiş problemlerin listesi

Query
Select Distinct
PROBLEM_HISTORY.PROBLEM_ID
From
PROBLEM_HISTORY
Order By

Result

5. Update sorguları
a. Açık çağrıların kapatılması

Query
update problem_history

set problem_status_code =
(select problem_status_code
from ref_problem_status_code
where problem_status_description='kapandı')
where
problem_status_code in
(select p.problem_status_code
from problem_history p, ref_problem_status_code s
where problem_status_description='açık' and
s.problem_status_code=p.problem_status_code)

Result

b. Çözüm girilen çağrıların kapatılması

Query
update problem_history
set problem_status_code =
(select problem_status_code
from ref_problem_status_code
where problem_status_description='kapandı')
where
problem_status_code in
(select h.problem_status_code
from problem_history h, resolutions r
where r.problem_history_id=h.problem_history_id)

Result

c. Support Elemanına skill ekleme ve tarihi güncelleme

Query
INSERT INTO ref_skill_codes VALUES (3006,'Senior Programmer');

update staff_skills
set (skill_code, date_skill_obtained) =
(select skill_code, to_date(sysdate, 'dd/mm/yyyy' )
from ref_skill_codes
where skill_description='Senior Programmer' )
where
skill_code =
(select st.skill_code
from staff_skills st, support_staff su
where st.staff_id=su.staff_id and su.staff_name='Murat');
Result

d. User’ın type’ı değişmesi(müdür olması)

Query
INSERT INTO ref_user_types VALUES (6000000006,'Muhasebe Müdürü')

update users
set USER_TYPE_CODE =
( select user_type_code from ref_user_types where
USER_TYPE_DESCRIPTION = 'Muhasebe Müdürü')
where
USER_TYPE_CODE =
(select USER_TYPE_CODE
from users
where user_id='30003' and user_first_name='Eyüp')

Result
1 row(s) updated. 0.00 seconds

select u.user_first_name, ru.USER_TYPE_DESCRIPTION
from users u, ref_user_types ru
where u.user_id='30003' and u.user_type_code=ru.user_type_code;

e. Prblem açıklaması değiştirilmesi

Query
update problems
set PROBLEM_DESCRIPTION = 'Yazıcıya yazdırırken yazdırılamadı şeklinde
hata veriyor. dün çalışıyordu,sorun yoktu'

where
problem_id = '4000000001'

Result

select problem_id, PROBLEM_DESCRIPTION from problems where problem_id='4000000001'

f. equipment_code(seri no) değiştirilmesi

Query
update EQUIPMENT
set EQUIPMENT_CODE = '2000000006'

where
EQUIPMENT_CODE = '2000000005' and EQUIPMENT_ID = '1000000005'

Result

select EQUIPMENT_ID, EQUIPMENT_CODE from EQUIPMENT where EQUIPMENT_ID =
'1000000005'

g. Support elemanlarına yeni sorun atanması

Query
select p.problem_id
from problems p
where p.problem_id not in (select problem_id from problem_history)

INSERT INTO problem_history VALUES
(5000000011,701,
(select p.problem_id from problems p where p.problem_id not in
(select problem_id from problem_history)),
802,1002, TO_DATE ('06/06/2011', 'dd/mm/yyyy'),'xc')

Result
1 row(s) inserted. 0.06 seconds

select p.problem_id from problems p where p.problem_id not in (select problem_id
from problem_history)

no data found

h. equipment silinmesi

Query
ALTER TABLE "PROBLEMS" disable CONSTRAINT "PROBLEMS_FK"

Table altered. 0.03 seconds

delete
from equipment
where EQUIPMENT_ID='1000000002'

Result
1 row(s) deleted. 0.01 seconds

i. user silinmesi

Query
ALTER TABLE "PROBLEMS" disable CONSTRAINT "PROBLEMS_CON"

Table altered. 0.08 seconds

delete
from users
where user_first_name='Ayşe' and user_last_name='Cebeci' and
user_id='30005'

Result

j. Problem History Kaydı silinmesi

Query
delete
from problem_history
where PROBLEM_HISTORY_ID= '5000000006'

Result

k. Support Stuff silinmesi

Query
delete
from support_staff
where staff_id='1001' and staff_name = 'Mustafa'

Result

l. Sorun İstatistikleri

Query
select
min(count(p.ASSIGNED_STAFF_ID)) as "En az Sorunla İlgilenen",
max(count(p.ASSIGNED_STAFF_ID)) as "En Fazla Sorunla İlgilenen",
round(avg(count(p.ASSIGNED_STAFF_ID)),1) as "Ortama Sorunla İlgilenen"

from problem_history p

group by p.ASSIGNED_STAFF_ID
Result

m. Case kullanmak

Query
select

problem_history_id, PROBLEM_HISTORY_DESCRIPTION,
case
when ASSIGNED_STAFF_ID= '1001' then 'Mustafa ilgileniyor'
when ASSIGNED_STAFF_ID= '1002' then 'Dinçer ilgileniyor'
when ASSIGNED_STAFF_ID= '1003' then 'Şükrü ilgileniyor'
else 'Başkası ilgileniyor'
end as Kim_ilgileniyor

from problem_history
Result

6. Extra Sorgular

a. Genel Bakış view oluşturma

Query
CREATE OR REPLACE VIEW genel_bakis
AS

Select
PROBLEM_HISTORY.PROBLEM_ID,
PROBLEM_HISTORY.PROBLEM_HISTORY_ID,
REF_PROBLEM_STATUS_CODE.PROBLEM_STATUS_DESCRIPTION,
USERS.USER_FIRST_NAME || ' ' || USERS.USER_LAST_NAME as Kullanıcı
From
Inner Join
PROBLEMS On PROBLEM_HISTORY.PROBLEM_ID = PROBLEMS.PROBLEM_ID Inner Join
Group By
PROBLEM_HISTORY.PROBLEM_ID, PROBLEM_HISTORY.PROBLEM_HISTORY_ID,
REF_PROBLEM_STATUS_CODE.PROBLEM_STATUS_DESCRIPTION, SUPPORT_STAFF.STAFF_NAME,
PROBLEM_HISTORY.FIX_DATETIME, PROBLEM_HISTORY.PROBLEM_HISTORY_DESCRIPTION,
EQUIPMENT.EQUIPMENT_NAME, USERS.USER_FIRST_NAME, USERS.USER_LAST_NAME
Order By

Result

b. Index Oluşturma

Query
CREATE INDEX problem__id_index ON problem_history(problem_id);

Result
Index created.

c. Sequence Oluşturma

Query
CREATE SEQUENCE EQUIPMENT_ID
INCREMENT BY 1

Result
Sequence created.

d. Select ile yedek almak

Query
select * into problems_backup from problems

Result

7. Sonuçlar
Görev Beklenen Yapılan
table oluşturma 6-7 tablo 13 tablo
Select sorgusu 10 12
Update/delete sorgusu 10 10
İndex oluşturma 0 1
View oluşturma 0 1
Sequence oluşturma 0 1

Oracle helpdesk database shema

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