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UVic Help Desk Ticketing System
Computer Analysts for Tech Services (CATS)Holly Grayson, Devon Lionas, Charlie Guan, Melina
Sparks, Fora Wong, Nader Yafi
Holly Grayson – Project Manager Devon Lionas – Graphics and Presentation
Coordinator Charlie Guan – Project Secretary Melina Sparks – Website Design Analyst Fora Wong – Document Lead Designer Nader Yafi – Website Design Programmer
Who are we?
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.
Our Client
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
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
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
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
HOMER
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
The Update
HOMER
0
HUMPRLDAP
CHD Consultants
Clients
CHD Managers
DSS and Techs
Request ticketReturn ticket
Create new ticketUpdate ticket
Request ticketReturn
ticket
Create new ticket
Update ticket
Return ticket assignment info
Assign ticket to worker
ReturnDirectory info
RequestDirectory info
Update ticket
Create new ticket
Request ticket
Return ticket
Request ticket
Return ticket
Timeline
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
Functional Requirements
Streamline ticketing process for all users Different systems are interoperable
between each other Codes are standardized Faster response time
Non-Functional Requirements
Communication issues
Meeting times
Not all members have access to current system
Crux Points
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?
Feasibility
UBC recently invested in a new ticketing system which costs ~$60,000/year
BudgetHolly Charlie Devon Melina Fora Nader
Hours/Week
4 4 4 4 4 4
Salary $24/h $24/h $24/h $24/h $24/h $24/h
Total (10 Weeks)
$960 $960 $960 $960 $960 $960
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
Why are we qualified?
Questions?