Business
Application Development -OS Ticket Tool
Business
Problem Domain-:
Customer Support
Business Problem -: To develop an application which can be used to manage customer support of small IT company with various departments
Business Problem -: To develop an application which can be used to manage customer support of small IT company with various departments
Software Evaluated -:
1) ExoPHPDesk
2) phpOnline
3) HESK
4) Help Center Live
5) OS Ticket
Selected Software -: OS Ticket
Reason for choosing OS Ticket -: Business problem at our end required the software to be easy to install and customer friendly and OS Ticket clearly satisfies this clause as it doesn't require the customer to login to the portal. The customer can check the status of the ticket raised by them through a unique combination of there email -id and ticket no.,which is mailed to the customer upon creation of the ticket. Communication is an aspect which is the most important thing in a customer support system and OS Ticket provides us multiple means of communication at various levels thus keeping the customer up to date about the issue. OS Ticket has a proper follow up system and ticket can be re-assigned to staffs of other departments in real time.OS Ticket offers advanced flexibility without compromising simplicity which distinct it from other customer support softwares.
Customization Done -:
A) Configured Departments, Managers and Staffs -:
- Departments -: Various departments have been added so that issues pertaining to any department can be logged in by the customer and inter-department ticket transfers can be facilitated. Some departments are ass follows-:
- Local helpdesk
- DB Admin
- Hardware management
- Network support team
- Java team
- Unix team
- server admin
- SAP
- Host bridge
Managers -: Managers have been added to manage the staff present with in the department.They have different level of privileges.
- Staff -: Various staffs have been added under different departments. They themselves can raise a ticket and could also be assigned a ticket from the customer.The functionality of a user can be restricted to a particular group/department through role-based access.
B) Other Changes made -:
- Groups have been added to facilitate those employees who are other than managers and staffs.
- New email -ids have been configured to sand alerts to the customer.
- Auto alerts enabled for the staff who has been assigned the ticket.
- Database backup performed after entering all the data into the system.
Link
of the Application -:
Link of the Application -: http://telecomm.x10.mx/ostic Admin Link -: http://telecomm.x10.mx/ostic/scp/admin.php
Admin Id -: admin
Password -: data
Rahul Mali
12BM60092
