Help Desk System

[Cul_de_Sac]

Amazing forum peeps..  I have to create a help desk solution for our school as an assignment (task is attached ) if you have the free time or just willing can you guys suggest any current solutions or any suggestions to implement just have a read of the task any form of suggestion will help. aAny questions ask. Thanks :P

[wardude1]

Amazing forum peeps..  I have to create a help desk solution for our school as an assignment (task is attached) if you have the free time or just willing can you guys suggest any current solutions or any suggestions to implement just have a read of the task any form of suggestion will help. aAny questions ask. Thanks :P

nothing is attached if i see it corectly

[Cul_de_Sac]

nothing is attached if i see it corectly

It should be there now 

[Brenz]

So what exactly do you need help with? The task doesn't appear to require that you write any code

[Cul_de_Sac]

So what exactly do you need help with? The task doesn't appear to require that you write any code

Yeah we don't have to code it. It was my friends idea to ask since we were roaming the forums for fun. But we pretty much wanted any good ideas we should implement within the project, any cool functions you guys know of or cool things you have found in an existing help desk solution. 

[Brenz]

Ok so first the basic needs are already defined but some things to think about when defining the problem:

 

• Login/Registration system - Possibly active directory?
• Notifications - How will people know about new tickets/progress on their tickets? Emails, Desktop notifications, texts?
• Cross-platform support - How many platforms need to be supported? How will you support everyone?
• Input methods - Inventory and asset management can be time consuming. Can it be made quicker? Would a barcode system work?
• Security - You don't want your entire inventory database stolen
• Accessibility - Will anyone with special needs use the system? Is it fit for purpose? Zoom/Big fonts, clear colours, etc
• Cost - How much will it cost to maintain and run?
• Development process - Agile or Waterfall?
• Testing - Unit? Functional? Integration? Manual?
• Deployment - How will the solution be rolled out?
• Frameworks - Any frameworks that can be used to speed up development or produce cleaner code?

[omniomi]

In the real world my pitch would be how licensing Heat, Kace, or Jira Service Desk would be cheaper than paying the development, hosting, and code maintenance cost of a new ground-up ticketing and asset management solution...

 

That said, if you look at the features of those platforms (like Heat: https://heatsoftware.com/platform/hybrid-service-management/it-service-management/help-desk/) it should help you formulate answers to those questions.

[vorticalbox]

Development process - Agile or Waterfall?

Do people still use waterfall? in my HNC/ HND they pretty much rattled on how waterfall was old and never made for OO development.

[Brenz]

Do people still use waterfall? in my HNC/ HND they pretty much rattled on how waterfall was old and never made for OO development.

 

Yes waterfall is still used a lot especially for legacy systems and mission critical systems like a lot of infrastructure control software (think water treatment plants, power stations, government software, etc).

 

I work for a large technology company and here in the UK we are predominantly Agile while most of the teams in the US use Waterfall.

[Nuluvius]

Yes waterfall is still used a lot especially for legacy systems and mission critical systems like a lot of infrastructure control software (think water treatment plants, power stations, government software, etc).

 

I work for a large technology company and here in the UK we are predominantly Agile while most of the teams in the US use Waterfall.

 

Yeah that about sums things up correctly to what I've seen so far.

[Blake]

everyone claims to use agile or some other fancy dev cycle. In reality everyone uses waterfall, and is delusional. Just because your boss comes to you and says, drop everything and work on X, doesn't mean you are not using waterfall.

 

However, OP, you need to say agile, as it looks good and will fool the executives who don't know what  the I or T in IT stand for.

[Brenz]

everyone claims to use agile or some other fancy dev cycle. In reality everyone uses waterfall, and is delusional. Just because your boss comes to you and says, drop everything and work on X, doesn't mean you are not using waterfall.

 

However, OP, you need to say agile, as it looks good and will fool the executives who don't know what  the I or T in IT stand for.

 

If that's what you think the differences between Agile and Waterfall are then you are mistaken. In all my time doing Agile development, only once did we have to drop a sprint to work on some urgent fixes.