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Development of an Integrated IT Ticket and Case Management Platform

capitalnumbers.com

Information technology

Business services

Challenges in IT Support Management

The client faced difficulties in managing high volumes of IT support tickets, leading to delayed resolutions, manual asset tracking inefficiencies, uneven ticket distribution, and lack of centralized visibility across IT operations.

About the Client

A technology solutions provider focused on streamlining IT operations for enterprises

Key Project Goals

Create a centralized platform for end-to-end ticket tracking
Reduce ticket resolution times through automation
Implement role-based access controls for security
Enable real-time visibility into IT operations
Optimize staff utilization through intelligent ticket routing

Core System Requirements

Multi-tier ticket categorization (open/progress/closed)
Role-based permission controls (admin/superadmin)
Automated ticket routing to appropriate support teams
Asset and inventory management dashboard
Advanced search and filtering capabilities
Email notification system for status updates
Auto-deployment tracking for software projects
Intuitive UI with AdminLTE-based dashboard

Technology Stack

Laravel (PHP framework)

Amazon RDS

Google API (OAuth integration)

AWS (cloud hosting)

AdminLTE (UI framework)

External System Integrations

Google OAuth for single sign-on
Email notification services (via SwiftMailer)
Cloud storage for document attachments

Non-Functional Requirements

Scalability to handle 10,000+ concurrent tickets
99.9% system uptime SLA
Role-based data encryption
Sub-2-second page load times
Automated database backups

Expected Business Impact

Implementation of this platform is projected to reduce average ticket resolution times by 40%, improve IT staff utilization by 35%, eliminate 90% of manual asset tracking processes, and provide comprehensive visibility into IT operations through centralized dashboards.