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 ticketReturn

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 workflow2. 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?