This application is a web-based incident tracking system for IT Help Desks. It is designed to facilitate communications between IT staff and end users. The goal is to serve both users in the most simple, frictionless manner possible while providing to all their needs. In addition, the application allows for IT supervision and performance tracking.
The aim of the application is to provide users with an automated point of contact to gain assistance in troubleshooting, get answers to questions, and solve known problems. It also aims to effectively manage the tracking of tickets so that users need not to rely on manual means of tracking their requests. Lastly, the application empowers the IT manager with a clear mean of evaluating the IT technicians' performance.
- IT staff (technicians)
- IT manager
- IT Help Desk System admin
- Staff (end users)
- Provide staff with the ability to request IT services (creating ticket).
- Staff are able to view the progress of the ticket.
- Staff, IT staff and IT Help Desk admin are able to comment and view other's comments on the ticket.
- Staff are able to evaluate services provided and give feedback.
- IT Manager can generate and print reports reflecting the IT staff performance.
- IT staff and the IT Help Desk system admin have the ability to prioritize tickets.
- IT staff and the IT Help Desk system admin have the ability to reassign tickets.
- Staff can ask to accelerate tickets.
- After fulfilling a ticket, IT staff can submit the solution to the Knowledge Base.
- Knowledge base is available to be viewed by all users.
- In case a ticket has exceeded the time allowed for it to be resolved, the IT staff responsible and the IT Help Desk system admin are notified.
- Visual Studio - version 15.5
- MVC - version 5.2.3.0
- Entity Framework - version 6.1.3
- Microsoft Asp.Net Identity - version 2.2.1
- AutoMapper - version 6.2.2
- DataTables - version 1.10.15
- TinyMCE - version 4.7.11
- Microsoft Visio 2010 - version 14.0.4
- Balsamiq Mockups 3 - version 3.5.15
- SQL Server LocalDb - version 14.0
- Google Chrome - version 65.0 (recommended)
- Internet Explorer - version 11.371