Hi I am doing a project at college.
I want to design a user-friendly web based I.T. helpdesk application. The
application will provide the facility for students and staff of the
School of Computer Science to log faults or incidents via a web portal. These
faults can then be assigned by a member of the support team to the
appropriate technician, classified and given a status (open, work in
progress, closed, etc.). The technician who is assigned the fault will
receive an email indicating the nature of the fault and it's status.
Once the fault or incident is resolved, the technicians can then log
into the system and clear faults that have been assigned to them. By
clearing faults the system generates an email to the person who
initiated the fault with a full report on how it was resolved. All
faults should be archived and searchable by staff or students, over time
generating a knowledge base of incidents.
I would also like to include the following:
Complete incident history
An open incident can have any number of events
Search knowledge base
Relate incidents to persons and assets
I am just looking for a few pointers as to the best way to approach this, a brief synopsis that I can take some ideas from.
Would be much appreciated :)