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UVic Help Desk Ticketing System

UVic Help Desk Ticketing System. Computer Analysts for Tech Services (CATS) Holly Grayson, Devon Lionas , Charlie Guan, Melina Sparks, Fora Wong , Nader Yafi. Who are we?. Holly Grayson – Project Manager Devon Lionas – Graphics and Presentation Coordinator

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UVic Help Desk Ticketing System

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  1. UVic Help Desk Ticketing System Computer Analysts for Tech Services (CATS) Holly Grayson, Devon Lionas, Charlie Guan, Melina Sparks,Fora Wong, Nader Yafi

  2. Who are we? • Holly Grayson – Project Manager • Devon Lionas – Graphics and Presentation Coordinator • Charlie Guan – Project Secretary • Melina Sparks – Website Design Analyst • ForaWong – Document Lead Designer • Nader Yafi – Website Design Programmer

  3. Our Client • The University of Victoria’s Computer Help Desk is a resource in which students, faculty and other campus staff alike may refer to in case of technical difficulties. • All uvic help desks utilize the same ticketing system, the Help Desk On-line Management and Event Recording System, or HOMER.

  4. HOMER • Initially conceived in the early 2000’s, and served its initial purpose • Handling approximately 3500 tickets a year • As technology advanced, HOMER stayed the same • HOMER began linking to more complicated systems • Over time, HOMER outgrew its scope

  5. HOMER • Initially conceived in the early 2000’s, and served its initial purpose • Handling approximately 3500 tickets a year • As technology advanced, HOMER stayed the same • HOMER began linking to more complicated systems • Over time, HOMER outgrew its scope

  6. HOMER • Initially conceived in the early 2000’s, and served its initial purpose • Handling approximately 3500 tickets a year • As technology advanced, HOMER stayed the same • HOMER began linking to more complicated systems • Over time, HOMER outgrew its scope

  7. HOMER • Initially conceived in the early 2000’s, and served its initial purpose • Handling approximately 3500 tickets a year • As technology advanced, HOMER stayed the same • HOMER began linking to more complicated systems • Over time, HOMER outgrew its scope

  8. The Update • Our objective for this project is to create suggestions for a streamline, clean, and efficient ticket tracking system for the Uvic help desks. • 1. Create suggestions on how to unify the tracking system to create one solution, so it works cohesively within each department. • 2. Develop concepts for interactive views within the system that allows users to view queued tickets in different formats that they can define. • 3. Outline the system so it can place tickets in categories to collect metrics for future preparation. • 4. Develop data flows that allow the system to incorporate a billing function

  9. LDAP HUMPR Request Directory info Return ticket assignment info Return Directory info Assign ticket to worker Request ticket Request ticket 0 Return ticket Return ticket CHD Managers CHDConsultants Update ticket Create new ticket HOMER Create new ticket Update ticket Request ticket Create new ticket Return ticket Clients Update ticket DSS and Techs Return ticket Request ticket

  10. Timeline

  11. Functional Requirements • Tickets track contact info • Updates can be added to track the progress of a ticket • Displays current worker, and can be reassigned to a different worker • Tickets are able to be categorized based on issues, and who is the current owner of the ticket

  12. Non-Functional Requirements • Streamline ticketing process for all users • Different systems are interoperable between each other • Codes are standardized • Faster response time

  13. Crux Points • Communication issues • Meeting times • Not all members have access to current system

  14. Feasibility 1. User feasible • Minimal changes to front end, but not enough to alter workflow 2. Technologically Feasible • We have full access to all software and programs that we need, and wont need to purchase any. 3. Economically Feasible • Is it?

  15. Budget • UBC recently invested in a new ticketing system which costs ~$60,000/year

  16. Why are we qualified? • We have a diversified set of skills for a large group • We have 2 members who work at the help desk and have experience with the system • We have 2 systems analysts who are experienced in government legacy system • 2 computer science students who are well versed in the technological side of the project

  17. Questions?

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