Web application development · Technical support

COFAA-IPN web service desk and ticket management system

Support tickets, technician assignments, equipment inventory and reports in one web application.

Role
Web Developer
Period at COFAA
2019–2022
Technologies
Windows Server · WampServer · PHP · MySQL · React · HTML · CSS · JavaScript · Bootstrap · Git

By Case published:

I developed the service desk application for the Comisión de Operación y Fomento de Actividades Académicas del Instituto Politécnico Nacional (COFAA-IPN). It was my main project at the institution: it centralized requests, registration, tracking and resolution of support tickets previously recorded in separate notebooks. The application brought together support history, equipment inventory and report generation for review and audit documentation.

Problem

COFAA’s technical support team maintained and supported the institution’s electronic equipment. Each stage was recorded by hand in a different notebook. This made it impossible to compile a request’s complete history or a consolidated ticket report for audits.

Solution

I built a PHP and MySQL web service desk on Windows Server with WampServer. I implemented ticket workflows, assignments limited to two simultaneous tickets per technician, a closure form, surveys and reports. Development also used React, HTML, CSS, JavaScript, Bootstrap and Git.

I built a PHP and MySQL web service desk on Windows Server with WampServer. I implemented ticket workflows, assignments limited to two simultaneous tickets per technician, a closure form, surveys and reports. Development also used React, HTML, CSS, JavaScript, Bootstrap and Git.

  1. Request

    User submits a support ticket

  2. Assignment

    Maximum 2 tickets per technician

  3. Tracking

    Record of support work

  4. Closure

    Ticket completion form

  5. Survey

    User satisfaction feedback

  6. Equipment

    Record for each computer

  7. Components

    Component inventory

  8. Tickets

    Consolidated support records

  9. Reports

    PDF · XLS · CSV exports

Work delivered

Request, track and close technical support tickets.

  1. Ticket creation and assignment

    Users could submit support requests. The system allowed tickets to be assigned to technicians and limited each technician to two simultaneous tickets.

  2. Tracking and closure

    I centralized request records and tracking through resolution. A closure form documented the completion of each ticket.

  3. Surveys and receipt acknowledgments

    After ticket completion, users were asked to complete a satisfaction survey. The system also recorded an acknowledgment when a survey was received but left unanswered.

  4. Equipment and component inventory

    I implemented records for each computer and its components so inventory could be consulted within the application.

  5. Reports and notices

    I added PDF, XLS and CSV report generation, along with system notices. Consolidated reports brought together information for review and presentation during audits.

Results

Support history and reports in one system.

Centralized records

Support stages were recorded in a web application, from the initial request to ticket closure.

Ticket assignment limit

The assignment process enforced a limit of two simultaneous tickets per technician.

Inventory and exports

Users could consult equipment and components and generate PDF, XLS and CSV reports.

Applied skills

  • Web application development
  • PHP
  • MySQL
  • React
  • Ticket management
  • Equipment inventory
  • PDF, XLS and CSV reports