基于Web的客户支持系统的研究与开发
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摘要
传统的两层C/S软件已经广泛地应用于企业，但随着网络技术的进步，这种
模式在实际应用中的缺陷日益明显。解决的办法之一是把业务逻辑代码抽出来单
独组成中间层，从而形成多层体系结构。这种结构的软件具有良好的可扩展性，
而且便于开发和维护。
根据上述思路，作者试图对基于Web应用的多层体系结构进行探讨，并在
此基础上设计和实现了一种“客户支持系统”。该系统是一个对用户发送的错误
报告进行处理并将结果反馈给用户的Web应用。用户可以从Web页面提交“错
误表单”，也可以采用电子邮件方式发送，中间层服务器把接收到的各种形式的
请求统一为消息格式，经过确认后，再分配给专家进行解答，最后把解答的结果
返回给用户。系统的开发和运行环境是Windows 2000，核心技术是COM+和
MSMQ，COM+提供可靠的事务性支持，MSMQ提供异步通信机制，所以保证
了业务操作的完整性，节省了网络资源。
在对MSMQ的研究中，作者提出“消息流”的概念并对其进行了分类，研
究了消息流和事务之间的关系。消息流概念更清晰地表达了基于消息应用中的业
务流程，便于人们进一步地认识与研究。对消息流不同类型的研究，使人们在不
同情况下采用什么样的事务策略有了定性的认识。
Traditional two-tier architecture applications have been widely deployed in the
industry, but along with the progress of network technologies, the shortcomings
associated with them are well known. The problems of two-tier architecture can be
solved by adding a middle tier through separating business logic codes from other
codes. This forms multitier architecture, whose features include good expansibility
and easy to be developed and maintained.
According to this idea, the author of this article try to discuss Web-based
multitier architecture. On the basis of multitier architecture theory, the author
designed and implemented Customer Support System, which can process bug reports
received from the users and feed back. Users can commit bug reports either by web
pages or by Emails. Servers in the middle tier receive requests and unify them as
message format. After checking them, the system administrator dispenses these tasks
to experts, whose work is answer the questions. The system runs on Windows 2000,
which provides two core technologies. One is COM+, which provides strong
transactional support. The other is MSMQ, which provides asynchronous
communications. They guarantee the integrality of business process and much
network resource would be saved.
When researching MSMQ, the author introduce a new concept named "message
Flow" then classify it and study the relationship between Message Flow and
transaction. Message Flow shows the business workflow more clearly in
message-based applications, so as to make us understand deeply. It also can make
people know whether use transaction or not in complex matters.
模式在实际应用中的缺陷日益明显。解决的办法之一是把业务逻辑代码抽出来单
独组成中间层，从而形成多层体系结构。这种结构的软件具有良好的可扩展性，
而且便于开发和维护。
根据上述思路，作者试图对基于Web应用的多层体系结构进行探讨，并在
此基础上设计和实现了一种“客户支持系统”。该系统是一个对用户发送的错误
报告进行处理并将结果反馈给用户的Web应用。用户可以从Web页面提交“错
误表单”，也可以采用电子邮件方式发送，中间层服务器把接收到的各种形式的
请求统一为消息格式，经过确认后，再分配给专家进行解答，最后把解答的结果
返回给用户。系统的开发和运行环境是Windows 2000，核心技术是COM+和
MSMQ，COM+提供可靠的事务性支持，MSMQ提供异步通信机制，所以保证
了业务操作的完整性，节省了网络资源。
在对MSMQ的研究中，作者提出“消息流”的概念并对其进行了分类，研
究了消息流和事务之间的关系。消息流概念更清晰地表达了基于消息应用中的业
务流程，便于人们进一步地认识与研究。对消息流不同类型的研究，使人们在不
同情况下采用什么样的事务策略有了定性的认识。
Traditional two-tier architecture applications have been widely deployed in the
industry, but along with the progress of network technologies, the shortcomings
associated with them are well known. The problems of two-tier architecture can be
solved by adding a middle tier through separating business logic codes from other
codes. This forms multitier architecture, whose features include good expansibility
and easy to be developed and maintained.
According to this idea, the author of this article try to discuss Web-based
multitier architecture. On the basis of multitier architecture theory, the author
designed and implemented Customer Support System, which can process bug reports
received from the users and feed back. Users can commit bug reports either by web
pages or by Emails. Servers in the middle tier receive requests and unify them as
message format. After checking them, the system administrator dispenses these tasks
to experts, whose work is answer the questions. The system runs on Windows 2000,
which provides two core technologies. One is COM+, which provides strong
transactional support. The other is MSMQ, which provides asynchronous
communications. They guarantee the integrality of business process and much
network resource would be saved.
When researching MSMQ, the author introduce a new concept named "message
Flow" then classify it and study the relationship between Message Flow and
transaction. Message Flow shows the business workflow more clearly in
message-based applications, so as to make us understand deeply. It also can make
people know whether use transaction or not in complex matters.
引文
[1] COM与COM+从入门到精通，Ash Rofail ＆ Yasser Shohoud
[2] COM／DCOM编程指南，Corry ＆ Mayfield ＆ Cadman
[3] Windows 2000编程技术内幕，Mikey Williams
[4] COM+ Overview for Microsoft Visual Basic Programmers，Ted Pattison
[5] Porting Applications from MTS to COM+，Ted Pattison
[6] Use MSMQ and MTS to Simplify the Building of Transactional Applications， Mark Bukovec
[7] Integrating Applications with Message Queuing Middleware，Peter Houston
[8] An Introduction to MSMQ with ASP
[9] Microsoft Message Queue Is a Fast，Efficient Choice for Your Distributed Application，David Chappell
[10] An Introduction to Microsoft Transaction Server, Microsoft Corporation
[11] DCOM Technical Overview,Microsoft Corporation
[12] Understanding Interface-based Programming，Ted Pattison
[13] COM+ Application Guidelines for Visual Basic Development，Edward A． Jezierski
[14] Microsoft Windows 2000 Overview,Microsoft Corporation
[2] COM／DCOM编程指南，Corry ＆ Mayfield ＆ Cadman
[3] Windows 2000编程技术内幕，Mikey Williams
[4] COM+ Overview for Microsoft Visual Basic Programmers，Ted Pattison
[5] Porting Applications from MTS to COM+，Ted Pattison
[6] Use MSMQ and MTS to Simplify the Building of Transactional Applications， Mark Bukovec
[7] Integrating Applications with Message Queuing Middleware，Peter Houston
[8] An Introduction to MSMQ with ASP
[9] Microsoft Message Queue Is a Fast，Efficient Choice for Your Distributed Application，David Chappell
[10] An Introduction to Microsoft Transaction Server, Microsoft Corporation
[11] DCOM Technical Overview,Microsoft Corporation
[12] Understanding Interface-based Programming，Ted Pattison
[13] COM+ Application Guidelines for Visual Basic Development，Edward A． Jezierski
[14] Microsoft Windows 2000 Overview,Microsoft Corporation