Development of a Unified Ticket and Project Management System

The client manages multiple disparate software systems for logging employee requests, budgeting, and reporting, which hampers operational efficiency. With a rapidly growing workforce exceeding 12,000 employees and expanded international operations, there is a pressing need for a unified, scalable, and easy-to-maintain solution to efficiently process user requests, manage IT and project workflows, and generate comprehensive analytics to improve productivity.

A large manufacturing and business services organization with numerous employees and expanding operational scope, seeking an integrated digital platform to streamline IT support requests, project monitoring, and resource management.

• Implement a centralized web-based ticket tracking system that consolidates user requests related to hardware and software issues.
• Enable automated routing of requests to responsible personnel based on organizational hierarchy and communication rules.
• Support project management capabilities including creation, budgeting, scheduling, and progress tracking.
• Provide role-based user access and customizable dashboards tailored to different user roles (regular users, managers, IT staff).
• Incorporate email integration for automatic ticket recognition and email notifications for stakeholders.
• Develop comprehensive reporting features including time tracking, project KPIs, and audit logs to enhance decision-making.
• Ensure system scalability, high availability, easy maintenance, and security to accommodate organizational growth.

• Role-based access controls with customizable dashboards for different user types.
• Email-based ticket creation and automatic categorization within a request queue.
• Workflow automation that directs tickets to responsible personnel based on organizational chart and communication protocols.
• Status management for tickets including Pending, Assigned, In Progress, Completed, etc.
• Project management module supporting creation, assignment, and budget tracking.
• Monitoring of project progress, actual spending, and timeline via visual reports.
• Generation of analytical reports such as time sheets, KPIs (FCR, PCV, PSV), and audit logs.
• Export functionality for reports in Excel format.
• Notification system providing instant alerts to stakeholders upon request updates.

• Email server API (e.g., Exchange API) for automated ticket creation and notifications
• Organizational directory services for user management and role assignment
• Reporting tools for exporting and visualizing analytics

• System availability 24/7 with minimal downtime
• Scalability to support organizational growth beyond 12,500 employees
• Responsive and intuitive user interface for seamless adoption
• Secure access with role-based permissions and data encryption
• Quick response times for user requests and system operations

The deployment of the centralized ticket and project management system is expected to eliminate manual data entry, reduce processing time, and improve issue resolution efficiency. It aims to enhance employee productivity, provide real-time analytics for better decision-making, and support organizational growth. Based on similar implementations, the system could improve service provisioning and project oversight, ultimately leading to higher employee satisfaction and optimized operational costs.