Assistance Tickets System

This is a system for managing assistance tickets developed during the Web Applications II course of the Master's degree in Computer Engineering at the Politecnico di Torino.

Table of Contents

• Overall Idea
• Technologies Used
• Usage
• Test Users
• Ticketing Process

Overall Idea

The purpose of this system is to provide a ticketing portal for clients of electronic goods who have purchased an (extra) warranty. The ticketing system allows clients to request assistance or information for their purchased devices.

• Clients must register on the platform using a unique identifier provided with their purchase receipt. After registration, clients can log in and raise problems.
• Experts are responsible for reviewing and resolving the problems of clients. They are assigned problems based on their skills and expertise, and may provide assistance through the platform or other means, depending on the service level agreement.
• Managers have the ability to modify the system configuration, create new professional users (cashiers and experts), and handle customer complaints about the service received.
• Cashiers are responsible for adding the warranty option to the customer's purchase and printing a one-time code associated with the device on the receipt for later registration.

This system is designed to streamline the assistance ticketing process, providing clients with a more efficient and effective way to receive support for their electronic devices.

Technologies Used

Client

• React
• Javascript
• Bootstrap
• Webpack

Server

• Kotlin
• Spring Boot
• Gradle
• PostgreSQL
• TestContainers
• Keycloak

Usage

To build and run the entire application, navigate to the server directory and start the application using Docker Compose:

cd server
docker-compose up -d

The application will be available at http://localhost:8080/. For the specific routes available in the frontend, please refer to the client documentation. Instead, to view all the available endpoints for the backend, please refer to the server documentation.

Test Users

The following test users are available. All users have the password 123.

CLIENT

Username
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]

EXPERT

Username
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]

MANAGER

Username
[email protected]

Ticketing Process

The ticketing progress consists of five states: OPEN, IN PROGRESS, RESOLVED, CLOSED, and REOPENED. When a new ticket is created, it is in the OPEN state without a priority or an assigned expert. When the manager assigns a priority and an expert, the ticket moves to the IN PROGRESS state. When a ticket is IN PROGRESS or RESOLVED, users or experts can open a chat and exchange messages. If a chat is already open, it is not possible to open another one. A ticket in progress can be stopped, returning it to the initial state, with no expert assigned and the chat (if any) will become temporarily inactive. A REOPENED ticket is similar to an OPEN ticket, except that it already has the priority set (although it can be changed), it has no expert assigned, and it is not possible to start a new chat or send messages to an existing one. Once a ticket is RESOLVED, the chat is left open for feedback and/or updates before closing the ticket. A ticket can be CLOSED from any state (except if it is already closed). Once closed, it cannot be modified, but it can be reopened later.