Project Curricular Unit: Linguagens e Tecnologias Web, 2nd year
Develop a website to streamline and manage trouble tickets effectively. The system should enable users to submit, track, and resolve tickets promptly and efficiently.
- Register a new account
- Login and Logout
- Edit their profile (at least name, username, password, and e-mail)
- Submit a new ticket choosing a department (e.g., "Neurology")
- List and track tickets they have submitted
- Reply to Messages (e.g., the agent asks for more details) about their tickets and add more information to already submitted tickets
- List tickets from their departments (e.g., "Accounting"), and filter them in different ways (by date, by status, by priority, department).
- Change the department of a ticket (e.g., the client chose the wrong department).
- Assign a ticket to themselves or someone else.
- Change the status of a ticket. Tickets can have many statuses (open, assigned, closed); some may change automatically (ticket changes to "assigned" - after being assigned to an agent).
- Edit ticket hashtags easily with autocomplete and click to remove.
- List all changes done to a ticket (status changes, assignments, department, date of change).
- Manage the FAQ and use an answer from the FAQ to answer a ticket.
- Upgrade a client to an agent or an admin.
- Add new departments, statuses, hashtags and edit department information.
- See agents from a department and assign new agents.
- Control the whole system (ban clients, track all tickets, see ticket changes and assign agents to a ticket if ticket status is open).
- Agents can belong to more than one department.
- Notification system for messages and ticket status changes. (On Inquiries page)
- Agents can decline or accept a pending ticket assign request (On Inquiries page)
- Admins can ban Clients.
CLIENT | AGENT | ADMIN |
---|---|---|
username: cguedes | username: samu2k23 | username: berna |
password: password | password: password | password: password |
- Bernardo Dinis Guimarães Pinto (202108842)
- Francisca Horta Guimarães (202004229)
- João Pedro Cruz Moreira de Oliveira (202108737)