Year of Publication

2000

Paper Type

Master's Thesis

College

College of Computing, Engineering & Construction

Degree Name

Master of Science in Computer and Information Sciences (MS)

Department

Computing

First Advisor

Dr. Ralph Butler

Abstract

The Incident Dispatching and Tracking System (IDTS) was developed to facilitate the technical support of an organization. IDTS provides a means by which a user may submit their issue/problem to the system and receive a unique trouble ticket number. This number can then be used to view the status of that record, minimizing the need for inquiries to the technical support team. IDTS also provides a dispatching function that assigns each trouble ticket to a technician that specializes in that type of issue. Finally, there is a reporting function that allows the technical support team to view the current technical status of the organization, generate statistics on previously submitted trouble tickets, and determine areas that may require assistance in the future.

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