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Application Needs Company needs & objectives ::.

A computer services company located in the north suburbs of Chicago required a ticketing system that would increase the levels of communication between them and their clients.

The system allows clients to resolve any issues, and/or add enhancements to their system(s) while remaining consistent with their current contact person.
   

How Custom programming works How it works ::.

The central concept of this application is the Trouble Ticket, simply put, it's a description of an issue by a client.

  • Once a ticket has been submitted, an email is sent to the client confirming receipt of the ticket by the company, and the process of issue resolution begins.

  • Each issue begins as an email to an Administrator who receives all ticket information. Each issue is then assigned to a Technician for resolution.

  • The Technician is sent an email with the ticket description and must then log on to the application and Accept "ownership" of resolving the issue. The Technician will also use this application to update the ticket's status and provide descriptions of what Actions are being taken to resolve the issue.

  • When an issue is resolved, the Technician can then close the ticket, where it is marked as Closed and Resolved.

At each step of the process emails are sent to the client informing them of their ticket's progress.

New features can be easily added to this application.

A new feature currently being explored is the ability to integrate this application with standard email and calendaring programs like Microsoft's Outlook, Novell's GroupWise, and Lotus Notes.

One of the primary goals of this application is to provide Ticket Assignment logic that will be able to assess the skill set needed for a particular issue, select which Technicians meet that skill set, reference the calendars of those Technicians to determine their availability, and assign an incoming ticket to the first available Technician with the proper skill set.

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