Reference no: EM133214099
You need to briefly explain how you have addressed each of these areas in your design. (max two pages of explanations)
Solve the Following Scenario:
IT Support Reporting System
The "IT Support - Reporting System" would enable students and teaching staff to report computer, media equipment and printer issues to the university IT support services. The IT support staff would be able to action the reports/requests and note what action they have taken, and the management would be able to access the information about the response time and any issues left unresolved.
The students and teaching staff need to sign-in in order to report any issues with the equipment in the labs/teaching rooms, so that their name can be attached to the reported issue. Once logged in, they will be prompted to give a brief description of the issue as well as to indicate what device exactly they are having problems with. There should be a list of devices to choose from but also an option to describe the device in case it is not on the list. The location of the device would also need to be given. If any additional information would need to be provided in regard to the location, there should be an additional option to provide this extra description. The date would also be attached to the report.
IT Support Engineers (Hardware, Software and Printer Engineers) would be able to view a summary list of all the reported issues and select the ones they are qualified to deal with. They should be able to filter the reports in order to display only one type of the issues, for example, only media issues. Once they have selected a specific reported issue they would be able to view the full information provided. If they decide to deal with the issue they would indicate this as 'in progress' state and their name would also be attached to this issue/job. Once they have taken some action, they would need to indicate this too as either 'solved' or 'additional information requested', so that that no one else can select the same issue. Everyone will be able to view the state of each reported issue to minimise same issues being reported many times. The management would deal with the issues that have 'additional information requested' state. They would be able to state what action was taken against these, for example, if parts needed to be ordered or replaced.
IT Support Manager needs to be able to view reports of issues reported, solved and unsolved. In addition to this, he/she would also like to have reports related to the efficiency of the team, for example to see how long it takes to respond to the issues and fix the reported problems.