Please use this identifier to cite or link to this item: https://dl.ucsc.cmb.ac.lk/jspui/handle/123456789/3286
Title: Helpdesk and Incident Management System for Brandix i3
Authors: Herath, R.S.
Issue Date: 26-Nov-2015
Abstract: This help desk and incident management system is developed for Brandix i3 (Pvt) Limited. This system is for the benefit of all employees who consult and get help from the company infrastructure and support teams. The current way of work in the company is a manual process. The employee sends an email explaining the support that is required and the members of each division attend to the respective work requests. The main two ways an employee can raise a work request is via email or verbal communication. Following up on the requests and getting clarifications are also done using the same two ways of communication. These requests are not tracked systematically. Hence, the productivity, efficiency, accuracy and customer satisfaction for each of the job requests are difficult to be measured. By introducing this system, the support teams will be able to track their work requests and also generate reports on demand to review the productivity, efficiency, accuracy and customer satisfaction of the requests they complete. The system allows the user to configure master data and enter work requests as required for the relevant department. Depending on the nature of the work request, system allows two workflows. The 1st workflow is for the user to enter the work request and the respective assignee to start work. The second workflow is for the user to enter work request and send it though an approval process and the assignee would only start work if the request has been approved. This system also considers the alternative flows if a work request has been rejected at any stage. After each successful completion of request, the user would have the facility to express their feedback regarding the work request. The system provides five dynamic reports. The user is given the flexibility to alter the format of the report before the actual report generation. These reports will play a major role when it comes to decision making regarding team competency and team expansions. This information will also play a vital role in teams’ performance evaluation process as well. I3 Help is developed using C# and ASP.NET programming languages. Bootstrap framework has been used to design attractive interfaces. Usability of this system is highly considered. The UI standards explained in this report will give a better idea to the reader in this regard. This system facilitates the objective of delivering a simple and versatile solution to track the company’s work requests in an efficient manner while providing the important consolidated information in the form of reports for management.
URI: http://hdl.handle.net/123456789/3286
Appears in Collections:Master of Information Technology - 2015

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