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Automated Ticket Routing Helpdesk Portal

Zulkifli, Muhammad Zikri (2011) Automated Ticket Routing Helpdesk Portal. Universiti Teknologi PETRONAS. (Unpublished)

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Abstract

This report was commissioned to deliver the understanding of the chosen Final Year Project title "Automated Ticket Routing Helpdesk Portal". The report will be segregated into four chapters which are the introduction including problem statement and objectives; literature review; methodology and conclusion. Helpdesk is a very powerful tool to assist IT users. A good helpdesk system is very crucial to assist users and also improve service by the helpdesk team. At Universiti Teknologi Petronas, we already have an existing helpdesk system. However, I have identified a problem in the system; the current system still uses manual ticket routing and assignment. Automated ticket routing and assignment stop manually assigning tickets to the support personnel that you think is available and has the skill set to address the ticket. Automated ticket routing and assignment uses intelligent business logic to determine which support personnel is assigned to a new ticket using a combination of skill-set, work schedule and work load balancing criteria. In the introduction, problem statements that lead to the idea of developing the project title will be cleared up and the objectives are highlighted. Towards the development of this project, information gathering from the experts will be conducted. A comprehensive research also will determine the relevancy of this project. The literature reviews will explain in depth the understanding of the proposed project.

Item Type: Final Year Project
Academic Subject : Academic Department - Information Communication Technology
Subject: T Technology > T Technology (General)
Divisions: Sciences and Information Technology > Computer and Information Sciences
Depositing User: Users 2053 not found.
Date Deposited: 08 Nov 2013 09:42
Last Modified: 25 Jan 2017 09:41
URI: http://utpedia.utp.edu.my/id/eprint/10314

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