Jakob Keše (2012) System for managing service requests. EngD thesis.
The goal of the thesis is introduction of a support ticket system in a company engaged in service activity. The introduction presents typical practical problems the company encounters on daily basis. The central part of the thesis describes possible solutions for the mentioned problems and the best one is selected. The support ticket system is presented and the selection of open source solution, which was introduced in the company. OTRS Help Desk solution is presented along with the installation procedures and explanation of the user interface. System adjustments and practical system use are also presented. The conclusion presents the advantages and weaknesses of the system and possible expansions.
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