Case Study for Incidence Tracking System

1
Case Study Incidence Tracking System Times Group
Brainvire Infotech Pvt. Ltd www.brainvire.com
http//www.brainvire.com
2014 Brainvire Infotech Pvt. Ltd
info_at_brainvire.com
2
Client Requirement

• TimesGroup has decided to mobilize their
  Ticketing System for the IT services. They would
  like their employees to use the mobile
  application and raise the tickets for any IT
  related issues. Key objective of the initiative
  are as below
• The client required a web application as well as
  a mobile app based on iOS, Android and Windows 8
  Phone to effectively raise and manage their
  tickets for the entire organization. The TGIT
  Solution will automate the manual processes,
  perform the business more efficiently, help save
  time and improve workflows with consistent
  processes and quality standards

• Utilization of new Mobile technology.
• Employees can raise and track the tickets from
  anywhere and anytime.
• Real time updates to the respective department
  support team.

http//www.brainvire.com
info_at_brainvire.com
2014 Brainvire Infotech Pvt. Ltd
3
Client Requirement
The client wished the TimesGroup employees will
register and login in the mobile application.
They can raise the tickets using the mobile
application. They can track all the tickets with
the current status. They can check the FAQs too
on the mobile application. The mails will be sent
to the respective support team whenever any
ticket is raised. The Support team will have
their own web access to check any generated
tickets and then they can add the same ticket on
TOIs existing ticketing system and update the
status on this system. The support team will
update the tickets on the timely manner on this
web portal. The super admin will be there who can
set the categories and manage the respective
support team members for all the categories. The
super admin can generate the ticket status report
and also export it to the excel.
http//www.brainvire.com
info_at_brainvire.com
2014 Brainvire Infotech Pvt. Ltd
4
The app contains features such as

• User Activation
• HelpDesk
• Add New Requests
• My Requests
• FAQ Screen
• Speak To Help Desk

http//www.brainvire.com
info_at_brainvire.com
2014 Brainvire Infotech Pvt. Ltd
5
Project Challenges

• The app to run smoothly on all the versions of
  iPhone,Android and Windows Phone 8 with optimized
  resolution.
• Cross-platform compatibility for different
  platforms such as iOS, Android and Windows Phone
  8.
• Maintaining cross-platform local database
  compatibility.
• Extensive research was carried by the team on
  JavaScript AngularJS to extend the HTML
  functionality of the application.
• Maintaining cross-platform syncing and database
  compatibility using HTML5 Local Storage.
• Maintaining the functionality of the web app
  right in the palm of your hand thereby making it
  easy to collaborate with team members anytime,
  anywhere.

http//www.brainvire.com
2014 Brainvire Infotech Pvt. Ltd
info_at_brainvire.com
6
Technologies Used
Operating System Server Management iOS, Android, Windows Phone 8, Multi-Server Architecture with Staging Production Environment through Version Controlling releases, Server Optimization, Security SSL Implementation, Alert Monitoring System Integration, Server Performance Tuning at regular intervals,Software Firewall Configuration Maintenance
Development Tools Environments PhoneGap Cordova, iOS SDK, Android SDK, Windows SDK, AJAX, HTML5, JavaScript AngularJS, CSS3etc.MVC 4.0, .Net Framework 4.0, ASP.Net, C etc.
Database HTML5 Local Storage Database Server,MySQL Database Server(Web), DB Clustering, DB Optimization, Master SlaveReplication, Query Optimization, Scheduler for Backups
info_at_brainvire.com
2014 Brainvire Infotech Pvt. Ltd
http//www.brainvire.com
7
Manpower
Project Leader 1
Developers 2
Designers 2
Quality Assurance Testers 2
http//www.brainvire.com
2014 Brainvire Infotech Pvt. Ltd
info_at_brainvire.com
8
Development Highlights
The ticket management solution is a web and
mobile app that effectively manages tickets and
helps the organization and individuals to
organize their tickets. With a simple to use
interface, the users can begin scheduling,
assigning and creating tickets within seconds. No
lengthy user manuals, no learning curve and no
training sessions are needed at all. The ticket
management solution is designed to be easy to use
so that individuals can focus more time on their
work.
http//www.brainvire.com
2014 Brainvire Infotech Pvt. Ltd
info_at_brainvire.com
9
Development Highlights

• The following features were incorporated while
  designing and developing the application
• Central starting point
• Access to individuals
• Add and assign Tickets
• Overview of Ticketing system
• Create and manage Tickets
• Get the complete insight for your ticket.

http//www.brainvire.com
2014 Brainvire Infotech Pvt. Ltd
info_at_brainvire.com
10
Sources
http//www.brainvire.com/incidence-tracking-system
-times-group/
Contact Info 1-631-897-7276 Email
info_at_brainvire.com Website www.brainvire.com
http//www.brainvire.com
2014 Brainvire Infotech Pvt. Ltd
info_at_brainvire.com
11
Contact Us
https//www.facebook.com/Brainvire https//twitte
r.com/Brainvire http//google.com/Brainvire htt
p//www.linkedin.com/company/brainvire-infotech-pv
t-ltd
Contact Info 1-631-897-7276 Email
info_at_brainvire.com Website www.brainvire.com
http//www.brainvire.com
2014 Brainvire Infotech Pvt. Ltd
info_at_brainvire.com