Westminster College Helpdesk Tracking SoftwareBy: Jonathan Smith

Requirements by Westminster

Web based interface for end users to enter new incidents and check the status of incidents already entered.Web based interface for helpdesk technicians to assign incidents to specific technicians, priority settings, time settings, and an email alert to the Helpdesk supervisor if the time limit is exceeded.

Requirements Continued

A searchable knowledge base for both helpdesk technicians and end users.Low Cost!!!

Existing Solutions

Track-It! HEAT Internet Software Science’s Customer+Center ISIS Helpdesk HelpTrac Netkeeper

Problems

Training

Compatibility

COST

Solution

Create a cost effective, easily trainable and updateable, helpdesk tracking system that will be compatible with Westminster’s current software and hardware components.

Index Page (index.html)

Campus Index Page (campusindex.html)

New Information Form (newinfo.cfm)

New Information Form (checkcampus.cfm)

New Information Form (insertcampus.cfm)

Update a Current Problem Form (updateinfo.cfm)

Update a Current Problem Form (getcampus.cfm)

Update a Current Problem Form (updatecampus.cfm)

Check Status Form (status.cfm)

Check Status Form (getstatus.cfm)

Conclusion