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Web-based customer support request center

Our company provides outsourced system administrations for our

clients computer systems and networks.

We require a basic customer support center to allow our customers

to open new support requests via a web-based application portal.

The Application will have 3 separate interfaces. Customer Interface,

Administrator Interface, and Technician Interface.

## Deliverables

The Application will have 3 separate interfaces. Customer Interface,

Administrator Interface, and Technician Interface

Customer Interface:

* Customers User-id will be associated with a Company object.

* Interface will be customized with the name of the Company and

a logo for that company when a customer logs in.

* Customers can open, close, view, or updatea support request

* Support request will have the following fields

- Title of support request (Very Brief)

- Description of request (Larger blob of text)

- Drop-down for Severity (P1, P2, P3, P4)

- To be completed by date (Calendar pop-up)

- Creator (Auto Populate)

- Created Date (Auto Populate)

- Notes (That will be entered as people work on the request or

add additional information. This will be appended and time-stamped

on the ticket.)

- Total time spent (to be filled in by the technician that

closes/completes the request).

* Any time a support ticket is modified, the creator will receive

an e-mail copy of it.

* Any changes made to the ticket, will be appended onto the ticket.

For example, if the priority is changed either by the creator,

or a technician, it will be noted on the ticket that the priority

change from X to Y by (who changed it).

* Once the support request is created it will be placed in to the

administrator’s queue where it can be assigned to a technician.

An e-mail must be sent to the administrator whenever a new support

request is created and placed in the administrator queue.

* An option (checkbox setting) to force all new requests to go to

one technician.

* Adequate security to prevent customers from opening other

customers support requests.

Administrator Interface:

* UserID for each administrator so we can track all changes and

who worked on what problems.

* Ability to assign a support request to a technician to be fulfilled.

* Show open/closed tickets. Basic reports.

Technician Interface:

* UserID for each technician so we can track all changes and who

worked on what problems.

* Be able to view open support requests assigned to that individual

* Technician will receive an e-mail indicating that he/she has a

new support request.

* Sort by priority, date due, etc.

* Be able to open the ticket, update it, mark it as closed, etc.

* Once closed, an e-mail is sent to the originator with the

contents of the ticket.

1) Complete and fully-functional working program(s) in executable

form as well as complete source code of all work done.

2) Deliverables must be in ready-to-run condition, as followsÂ

(depending on the nature of the deliverables):

a) For web sites or other server-side deliverables intended to

only ever exist in one place in the Buyer's environment-

-Deliverables must be installed by the Seller in ready-to-run

condition in the Buyer's environment.

b) For all others including desktop software or software the buyer

intends to distribute: A software installation package that will

install the software in ready-to-run condition on the platform(s)

specified in this bid request.

3) All deliverables will be considered "work made for hire"

under U.S. Copyright law. Buyer will receive exclusive and

complete copyrights to all work purchased. (No GPL, GNU,

3rd party components, etc. unless all copyright ramifications

are explained AND AGREED TO by the buyer on the site per the

coder's Seller Legal Agreement).

* * *This broadcast message was sent to all bidders on Monday Jan 10, 2005 7:13:10 PM:

I will be making a decision on this within the next week.

Thanks for your bids!

## Platform

**Technical Requirements:**

* Standard ASP

* Microsoft IIS webserver

* Windows 2000 Server

* Microsoft SQL 2000 for the data storage

Kĩ năng: Amazon Web Services, Kĩ thuật, MySQL, PHP, Kiến trúc phần mềm, Kiểm tra phần mềm, SQL, Web Hosting, Quản lý website, Thử nghiệm trang web

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