05-03-2013, 10:31 AM
Ticket Raising System
Ticket Raising.doc (Size: 32 KB / Downloads: 22)
Abstract
A ticket is an element contained within an issue which contains information about support interventions made by technical support staff or third parties on behalf of an end-user who has reported an incident that is preventing them from working with their computer software as they would expect to be able to.
Ticket Raising System is a package that manages and maintains lists of issues, as needed by an organization. The system is used to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. Ticket raising should done automatically so the technical persons can know the issue immediately. This system often also contains a knowledge base containing information on each customer, resolutions to common problems, and other such data.
Typically the ticket will have a unique reference number, also known as a case, issue or call log number which is used to allow the user or support staff to quickly locate, add to or communicate the status of the user's issue or request.
Issues can have several aspects to them. Each issue in the system may have an urgency value assigned to it, based on the overall importance of that issue. Critical issues are the most severe that should be resolved in the most expedient way possible, taking precedence over all other issues.
Existing System:
The present system is a manual system. All the exceptions in the system are automatically handled by the exception handler and the exception handler won’t allow the application to close. Hence the cause of exception could not be able to find out at the time of exception. In case of any exception occurs end user of the application will found the exception very rarely. If the end user found a problem in the application only the technical person of the particular application could be able to find out the problem by giving proper input and with necessary checkpoints.
Proposed System:
Our proposed system fully automated to find out the cause of exceptions in a particular application. Once the problem occurred our exception handler automatically catches the exception and throws the exception to our intelligent system. Our intelligent systems raise a ticket for the particular exception. (A ticket is an element contained within an application system which contains information about support interventions made by technical support staff or third parties on behalf of an end-user who has reported an incident that is preventing them from working with their application as they would expect to be able to). The raised ticket will be received by our system will complete details of the form information, event information and application information. All the tickets raised are assigned in queue.
Exception Handler
An exception is an event that occurs during the execution of a program, and requires the execution of code outside the normal flow of control. There are two kinds of exceptions: hardware exceptions and software exceptions. Hardware exceptions are initiated by the CPU. They can result from the execution of certain instruction sequences, such as division by zero or an attempt to access an invalid memory address. Software exceptions are initiated explicitly by applications or the operating system. For example, the system can detect when an invalid parameter value is specified.
Our exception handling system is a mechanism for handling both hardware and software exceptions. Therefore, the system will handle hardware and software exceptions identically.
Post back
A post back is an HTTP POST to the web page that the form is on. Exceptions raised from our software application should automatically want to be submitted at the provided web form.
Issue Tracker
Issues can have several aspects to them. Each issue in the system may have an urgency value assigned to it, based on the overall importance of that issue. Critical issues are the most severe that should be resolved in the most expedient way possible, taking precedence over all other issues. Low or zero urgency issues are minor, and should be resolved as time permits. Other details of issues include the customer experiencing the issue (whether external or internal), date of submission, detailed descriptions of the problem being experienced, attempted solutions or work-around, and other relevant information.