Design and Development of a Web-Based IT Helpdesk Ticketing System with Service Level Agreement Implementation

Abstract

The efficient functioning of KTU Shipyard depends significantly on information technology assistance. Nonetheless, the reporting of IT problems is presently decentralized and still relies on traditional methods, complicating the monitoring of repair statuses, overloading the technical team with administrative duties, and obstructing the documentation of resolution history. This matter is classified as a widely-defined issue due to the inefficiencies in communication between departments and operational documentation, necessitating a systematic and effective resolution. This Final Project seeks to create a web-based IT Helpdesk system to centrally handle reporting, automate ticket classification, enforce Service Level Agreements (SLAs), and display IT service assessment data in an organized way. The issue was addressed utilizing the Rapid Application Development (RAD) approach alongside the PHP programming language, the Laravel framework, and a MySQL database. The system effectively employed keyword-matching logic to automatically identify ticket categories and priorities, which is seamlessly linked with the SLA module to track response and resolution times. The usability of the system was assessed via the System Usability Scale (SUS) involving 10 participants from different departments. The test results indicated a final score of 77.5, designated as "Good" and categorized as "Acceptable." In summary, the system successfully streamlines the reporting process, ensuring a more organized and efficient operational workflow.