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System for managing service requests

Jakob Keše (2012) System for managing service requests. EngD thesis.

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    Abstract

    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.

    Item Type: Thesis (EngD thesis)
    Keywords: OTRS, support ticket system
    Number of Pages: 30
    Language of Content: Slovenian
    Mentor / Comentors:
    Name and SurnameIDFunction
    pred. mag Igor Škraba251Mentor
    Link to COBISS: http://www.cobiss.si/scripts/cobiss?command=search&base=50070&select=(ID=00009348180)
    Institution: University of Ljubljana
    Department: Faculty of Computer and Information Science
    Item ID: 1780
    Date Deposited: 27 Aug 2012 10:36
    Last Modified: 07 Sep 2012 12:01
    URI: http://eprints.fri.uni-lj.si/id/eprint/1780

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