NOTE: This is a restricted access system, and no public links are available.
Note: Thumbnails are clickable for larger screenshots.
I designed and built a help desk / task tracking tool that was integrated with the USMC project. All of the database, objects, code and interface was done by me.
Publicly, this allowed system users to seamlessly report trouble tickets or make feature requests without using an external site / sign on.
Privately, it had two different levels of information. The first was administrators on the USMC side, who could approve or reject tasks, update information, and prioritize accordingly. The second was internal usage which added additional features such as assigning a ticket to a developer, marking it as database and/or code change, internal-only notes, and keeping track of the release process with SVN information.
This is the main listing of tasks, with filtering for status at the top. The two separations are the two different projects for that client, legacy system support and an enhanced system being built to replace the legacy (8 year old) system.
The task details has the general ticket information, as well as notes, file attachments, relationships, and audit trail history for important changes (status, priority, etc)
Notes can be added to a ticket. Only the person who added the note, or a super-admin, can delete it.
The ticket also supports uploads. This was extremely useful for large files which could not be sent through email, and ensured everyone had the most recent copy available.
Relationships could be added as duplicates, parent/children, or related tasks.
Marking one task as related or duplicate of another automatically adds the same information to the other task. Mark a ticket as a parent or child of another automatically adds the inverse to the other ticket; for example, marking ticket #158 as a parent of #162 will mark ticket #162 as the child of #158.
Users have preferences they can set to be notified for specific task status alerts.
A search feature was built to allow administrators to search for a ticket based on the text in the title and description.
An internal view was added for users to see a list of tickets grouped by priority, rather than status, to monitor upcoming deadlines based on urgency of the requests. A toggle was added to only show tasks assigned to the currently logged in user, so that a developer can see a filtered list of only their own items.
Adding a new request as an administrator allows the full range of fields. A checkbox at the bottom of the form will redirect the user back to this same form after creating a ticket to in case they want to add multiple tickets. If they only add one ticket, it will direct them to the ticket list once they save.
