/feup-ltw

L.EIC 2ⁿᵈ year/ 2ⁿᵈ semester

Primary LanguagePHP

"TicketEase"

Project Curricular Unit: Linguagens e Tecnologias Web, 2nd year

Objectives

Develop a website to streamline and manage trouble tickets effectively. The system should enable users to submit, track, and resolve tickets promptly and efficiently.

Features

User

  • Register a new account
  • Login and Logout
  • Edit their profile (at least name, username, password, and e-mail)

Client

  • 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

Agents

  • 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.

Admin

  • 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).

Extra Features

  • 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.

Credentials

CLIENT AGENT ADMIN
username: cguedes username: samu2k23 username: berna
password: password password: password password: password

Team

  • Bernardo Dinis Guimarães Pinto (202108842)
  • Francisca Horta Guimarães (202004229)
  • João Pedro Cruz Moreira de Oliveira (202108737)