[RESOLVED] help desk systems

[binbpk]

i'm developing a help desk system for my final year project in uni..would just like to obtain some suggestions on:

i. to make it vb based where its only used backend or web based where customers are able to use it as well

ii. what enhancements can i add to available help desk systems?

iii. am i able to use vb6 to link the system to the web and vice versa?

will really appreciate any replies and suggestions..thanks in advance.

[Hack]

i. to make it vb based where its only used backend or web based where customers are able to use it as well

Where customers can use it how?

ii. what enhancements can i add to available help desk systems?

What do you already have built in?

iii. am i able to use vb6 to link the system to the web and vice versa?

Probably, but if you are building a web based help system why mess around with a desktop language. Use a web language.

Who will be using this help desk? As single company in a single location? A single company with multiple locations? More than one company?

[binbpk]

customers are able to enter details of problems faced with a specific product themselves by doing it online.

i have customer details, staff details, knowledge base, service level agreement, product details and support requests made.

its for a single company probably for multiple locations since its going to be web based.

[Hack]

customers are able to enter details of problems faced with a specific product themselves by doing it online.

This makes me nervous.....if an end user has the ability to enter a problem that is a very good chance the techie at the other end will have no clue what this person is talking about.

I would think, at the very least, you would want a drop down list of problem categories so that issue would at least be logged in the right area (software/hardware/specific application/network/etc.)

How do you have this set up now?

[binbpk]

drop down list sounds good.

i havent set anything up yet..just want to get some ideas first..i only have to develop a prototype as i'm the Business IT specialization.

what development tools do you suggest i use? i need to get the basic funtions to work though..enhancements does not have to work.

[Hack]

What is your background as a developer?

Have you had any web development experience?

[binbpk]

i've done vb, c and java before.

if its web development, the only thing i've done is web design.

can u suggest something which is easy to learn?

[Hack]

I would suggest looking into ASP.NET and I think you past java skills will serve you well.

Regardless of what platform you select, if your help desk is going to be web based, then you don't want to do it in VB.

[abhijit]

I can contribute a lot of suggestions if yuo let me beta test your software.
1> Have the ability to capture screen shots somewhere.
2> Tech reps usually capture screen-shots paste them in a word document and then upload the the document into the system.

[binbpk]

thanks for the suggestion..i havent started on it yet actually and i only need to develop a prototype so its not going to work a 100%..are there any other suggestions?

[eSPiYa]

I suggest a WEB Based because of many advantages:
-Much easier to deploy
-Very low system requirements for client PCs
-Easy to connect.
and many more...

Show us what you did then we will give comments.
I can contribute too because of I already saw a Help Desk System and I should because it may help alot for my department.
There are many request and the IT Department almost can't hold those requests.

[abhijit]

thanks for the suggestion..i havent started on it yet actually and i only need to develop a prototype so its not going to work a 100%..are there any other suggestions?

What have you got so far?

[binbpk]

i might not be developing this..its too common..thanks for the replies though.

[RobDog888]

It may be common in the "idea of it" but you can prduce something custom for your client/customer then it wil have value to them.

I would also say web based and to use ASP.NET 2005 at a minimum because of its ease of use for logins, security, roles, portals, master pages, etc.

[eSPiYa]

This would be my next project, I mean an application w/c is publicly available.

Thanks for the idea.

[RobDog888]

The thing is that you dont need a unique idea for a program. Everyone is just re-inventing the wheel which is needed in order to have progress.