Rancang Bangun Sistem Informasi Ticketing Helpdesk pada DPMPTS Pemprov DKI Jakarta

Alfian, Alfian; Dewi, Yumi Novita; Fibriany, Firstianty Wahyuhening; Rianto, Harsih; Sari, Adika May

doi:10.30865/jurikom.v7i2.2114

Cited by 3 publications

(3 citation statements)

References 4 publications

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“…Ticketing adalah sebuah tiket gangguan (atau disebut juga laporan masalah) yang digunakan dalam suatu organisasi untuk pelaporan, dan resolusi dari beberapa masalah. Dalam perkembangan sistem ticketing saat ini sudah menggunakan aplikasi berbasis web untuk mendukung manajemen pelanggan seperti call center (Alfian et al 2020).…”

Section: Pendahuluanunclassified

Penerapan Metode Design Thinking Pada Model Perancangan Ui/Ux Pada Fitur Report Helpdesk Ticketing Sistem

Hartina

Nurmalasari²,

Hidayat³

2022

j. inti nm

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Wijaya Karya (Persero) Tbk. Yaitu perusahaan yang bergerak di bidang infrastruktur. Sebagai perusahaan yang besar WIKA memiliki aplikasi untuk membantu proses bisnisnya. Aplikasi-aplikasi tersebut sebagian besar dikelola oleh departemen Sistem Informasi. Dari kekurangan aplikasi tersebut, tentunya akan ada keluhan-keluhan pengguna aplikasi yang telah dibuat. Proses pekerjaan yang dilakukan saat ini masih belum optimal karena belum adanya report ticket yang memudahkan Agen dan Manajer untuk melihat seluruh data tiket dan tampilan dari web helpdesk ticketing system yang kurang menarik sehingga penulis ingin mengubah tampilannya. Berdasarkan masalah di atas, maka diperlukan perancangan sistem pada aplikasi Helpdesk ticketing system. Perancangan ini menggunakan metode design thinking, yang terdiri dari tahapan empathize, define, ide, prototipe dan tes. Sehingga hasil dari perancangan ini memberikan rekomendasi berupa model UI/UX pada aplikasi Helpdesk ticketing system.

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Section: Pendahuluanunclassified

Penerapan Metode Design Thinking Pada Model Perancangan Ui/Ux Pada Fitur Report Helpdesk Ticketing Sistem

Hartina

Nurmalasari²,

Hidayat³

2022

j. inti nm

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“…(2) Centralised tracking and reporting, with the ticket system, companies can track the status of IT service requests in real-time. This allows management to monitor progress in troubleshooting, identify potential bottlenecks, and take necessary action to improve efficiency [7].…”

Section: Introductionmentioning

confidence: 99%

Designing a helpdesk ticketing system to improve the efficiency of IT support services on an XYZ company-based web-site using the Laravel framework

Wahyuddin,

Putri

2024

MATRIX

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PT XYZ company requires a Helpdesk Ticketing system that can enhance the efficiency of their IT support services. Hence, this study aims to design and implement a web-based Helpdesk Ticketing System using the Laravel framework. The system is designed to assist the IT department in efficiently responding to and addressing employee issues. The research methodology includes user requirement analysis, system design, and application development using the Laravel framework. During the requirement analysis phase, the author identifies user needs and determines the essential features that should be present in the system. Subsequently, the system is designed, considering efficient architecture and design principles. In the development stage, the author utilizes the Laravel framework to build the Helpdesk Ticketing System. The selection of this framework is based on its capability to expedite the development process and provide the required features for the system. Additionally, the author conducts testing using the Black Box Testing method to ensure the system's functionality. The outcome of this research is a web-based Helpdesk Ticketing System that efficiently assists the IT department in handling employee issues. The system allows employees to report problems through the website, and the IT team can easily respond to and manage incoming tickets. With the implementation of this system, it is expected that the efficiency of IT support services will increase at PT XYZ.

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“…(Diansyah Putri & Syarvina, 2022) Given these problems, a Decision Support System approach use to assist technicians in determining service priorities for complaints experienced by users. (Alfian et al, 2020) The Simple Additive Weight (SAW) method, often also known as the weighted sum method.…”

Section: Introductionmentioning

confidence: 99%

Implementation of Simple Additive Weights To Determine Priorities For The Resolution of Information Technology Problems

Santoni,

Sudrajat,

Riswaya

2023

bistek

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The Regional Secretariat of West Java Province (Setda Jabar) is a government agency within the local government environment in West Java Province. Along with the development of information technology, using technology such as computers and the internet in a government agency is very important to support work. There are times when devices and systems do not work correctly, such as internet disturbances and computer software and hardware problems handled by technicians. Technicians not only manage information technology infrastructure at the West Java Regional Secretariat but also manage information technology infrastructure in three (3) official houses. Technicians are also faced with an organizational structure with many bureaus and sections. There is yet to be a definite procedure in the complaint reporting process. There is no helpdesk system as a reporting medium. With the many bureaus, the number of information technology facilities served so that technicians find it difficult to determine the priority of the work that must be served first. Given these problems, a Decision Support System approach uses the Simple Additive Weight method by using determining criteria and weights. The criteria used include Work Units, Positions, Types of Complaints, and Official Notes. The system development method used is Object Oriented Analysis Design (OOAD). This system is expected to assist technicians in determining services that match their needs and situations.

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Rancang Bangun Sistem Informasi Ticketing Helpdesk pada DPMPTS Pemprov DKI Jakarta

Cited by 3 publications

References 4 publications

Penerapan Metode Design Thinking Pada Model Perancangan Ui/Ux Pada Fitur Report Helpdesk Ticketing Sistem

Penerapan Metode Design Thinking Pada Model Perancangan Ui/Ux Pada Fitur Report Helpdesk Ticketing Sistem

Designing a helpdesk ticketing system to improve the efficiency of IT support services on an XYZ company-based web-site using the Laravel framework

Implementation of Simple Additive Weights To Determine Priorities For The Resolution of Information Technology Problems

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