Software Support System
Created By: Anubhav Johri
EXECUTIVE SUMMARY
I worked as a software engineer for an IT service company.
After delivering an application to the client, our team used to support it. If
the user experienced any problem using it or found a bug in it, he/she would
raise a ticket. After the issue was resolved or the confusion was cleared, our
team members would close the ticket. It was difficult for us to monitor the
team performance. Sometimes team procrastinated serving the tickets, or were not
even aware that a new ticket has been opened. Also, we bought a ticket raising
tool from a third party vendor which cost us a lot. To address the aforesaid
problems, I have created a new tool on Excel.
The tool can be used by small businesses at almost
negligible price. It can also be modified quite easily for different
businesses. Currently I have made it for the BYU IT department. It offers
following features.
1.
Opening a Ticket: To open a new ticket support
team member will first select the software tool with which end user is facing
problem and setting a priority according to the urgency. On opening a new
ticket, it will be assigned to one of the support team members and he/she will
receive an email, alerting him/her that a new ticket has been assigned.
2.
Closing a Ticket: After the ticket has been
serviced, the team member can close the ticket and write her/his comments. An
email would be sent to the end user on completion of the requests along with
the comments of the team member.
Report Generation: The manager can access the
report as well using this tool. On a click of a button, stacked charts will be
generated along with filtered data. The charts will show total number of
requests opened, number of requests pending, total requests closed with the
SLA(Service Level Agreement) and total requests closed after SLA. The report
will also show individual team member performance.
No comments:
Post a Comment