First Advisor

Hart, Douglas I.

Second Advisor

Cory, Graham

College

College for Professional Studies

Degree Name

MS Computer and Information Technology

School

School of Computer & Information Science

Document Type

Thesis - Open Access

Number of Pages

99 pages

Abstract

Many small businesses in the cable and Internet industry provide services around cable, Internet and telephone for local residential areas. This is a win-win for both customers and service providers. Customers enjoy localized services and customer support that enables a quick turn around time on problems or outages. In order to efficiently service these customers, a ticketing system would be needed that enables customer identification, issue identification and tracking, provide updates on the status of an issue by technicians. This project is aimed at creating such a solution for a small sized service provider business. The end result of this project would be an online system that can be used by a mini call center. The design takes into consideration the technician, administrator and call center agent view of the ticket resolution system. Each view is designed for a specific user, based on functionality described in the workflow below. This project uses Java and database technologies to implement the design.

Date of Award

Spring 2007

Location (Creation)

Denver, Colorado

Rights Statement

All content in this Collection is owned by and subject to the exclusive control of Regis University and the authors of the materials. It is available only for research purposes and may not be used in violation of copyright laws or for unlawful purposes. The materials may not be downloaded in whole or in part without permission of the copyright holder or as otherwise authorized in the “fair use” standards of the U.S. copyright laws and regulations.

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