Date of Award

Spring 5-1-2009

Document Type

Thesis

Degree Name

Master of Science in Information Systems (MSIS)

First Advisor

Ronghua Shan

Second Advisor

Stephen Krebsbach

Third Advisor

Mark Moran

Abstract

To develop an environment that allows the users to submit tickets. It provides help desk with a way to keep track of the tickets. This project entitled Online Assistance is efficient and designed to facilitate communications between help desk staff and end users. The overriding design goal is to be simple and frictionless for both user and help desk staff as is possible. It can leverage SQL server for membership and role based security or integrate with windows authentication and Active Directory groups. Simple and intuitive list views of tickets with paging, sorting, and filtering features to quickly help you locate tickets you are interested in without having to create and manage custom "queries" for common needs. A fully featured search page for times when the built-in lists just don't do the trick. User can search title, details, or tags and there are a variety of filtering options to help narrow your search further. A simplified ticket submission screen with a minimum number of required fields. Users won't feel like they are answering to the Spanish inquisition when they need to report a new problem and they won't have to answer a lot of technical questions they don't understand. Mostly, they just enter a title, add some details, then click the create button. Ticket viewer that displays information about a ticket simply and effectively. An action oriented ticket system that intuitively guides the users through a simple, but effective workflow. Each action can be accompanied by comments to assist in communicating the ticket's progress as it is worked through to completion. Executing activity log that tracks everything done to a ticket, who did it, when, and why. This is the meat-and-potatoes of a ticket and acts as both discussion board and audit trail. A streamlined workflow that allows tickets to move effortlessly through the process from "active" to "closed" with no unnecessary obstacles or complex "approval" and "review" processes. The workflow emphasizes efficient communication and cooperation between users and help desk staff. Email notifications for changes to tickets. Online Assistance offers a self-contained security database for users and roles, or it can integrate with Windows security and your Active Directory domain.

Comments

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