Ticketing System In IOT Essay


Discuss about the Ticketing System.



The office of the Information technology (OIT) of the silicon forest state University (SFSU) uses a ticking system in order to record bugs across the various department in the OIT in order to emphasize on maintaining the information system as the SFSU level. This is mainly done with the prospective of the front end which mainly include back end user interface which include network, database and server. A software which is known as remedy was chosen. This decision with the implementation of the software was somewhat “flawed” this is due to the fact that not all the department within the concerned organization support the software [1]. The software worked well for the front end of the OIT but it was a concern with the back end because the back end worked under the UNIX system

Background of the case study

The OIT (Office of the Information technology) is mainly a functional organization. The company mainly has four major departments which included the information system department, computing and networking service department, the inspector and the research service department and the student support [6]. The different department used different ticketing software as a result of which there lied a gap in means of how the information is being processed. The main process in the system was that the front end used the remedy which of translated or converting the message which was the format of the message used by remedy with regards to reaching the back end team.

Risk management Plan

In a meeting, the body of the concerned organization agreed with the fact of the problem in their hand with the system involved in ticketing and they need a solution to the problem. With regard to the university it was on budget constraints and the OIT is among one of the many departments in the concerned sector that experienced the most severe budget cuts. Through the use of their emailing chain the users passed along their own requirement [5]. These suggestions were addressed in their weekly meeting. The whole process in order to implement and set a goal took about three months of time. Taking into consideration of all the aspects of the requirement and the scrutiny of the options available, they decided to replace remedy with request tracker. The request tracker was used by some of the departments of the OIT. Since the software was already in use, the time spend on learning how it works can be reduced greatly and with regard to the change it would need changes in only few departments.

Identify risk associated with this project (case study)

One of the most concerned factor with the implementation of the project was that the project is a cross departmental project. According to the case study Ron reported to Baken who was his superior and Harry and its team reported to someone else not to Baken. The procedure in which organization is structured is become very difficult to convince other departments which were on the same level to work on this kind of a project. This is due to the factor that the other departments would be focusing on their own responsibility and would indirectly give less propriety to those projects that mainly come from other department [7].

Risk analysis for identified risks

The risk analysis was that the project would be thoroughly maintained by emailing and the system of ticketing which was request tracker. The team UNIX and other back end time used the request tracker in order to manage the system [3]. In order to manage the project they usually send a ticket when they required an action item to be done.

Risk responses plan for identified risks

The response of the ticket generated whenever there would be an action required would be taken care of by the expert who would be from within the organization or a volunteer not from within the organization.

Plan for monitoring and controlling identified risk

In order for the monitoring aspect after the ticket is generated the task goes to the Planning for monitoring and controlling identified risks expert who would be from within the organization or a volunteer not from within the organization. After the concerned person completes the task, a reply ticket would be generated which would be send back through the request tracker [4]. The main aim of sending the reply of the ticket generated is that, everyone especially the person who has generated the ticket would be able to know who had worked in the concerned situation and in further problem from the same sector can be addressed by the same personal. This would directly reduce the cost related factor because the concerned person would have pre knowledge of the system and the time required in order to know the system would be minimized [8].

Justification of your proposed risk management plan

The risk management plan is justifying in the sense that the total implementation would be taking a time of six months if the proposed plans every made and justification is given to each of the implementation [2]. The plan would be beneficial since all the departments would be working on the same software and before this implementation the time which was taken in order to transfer message would be decreased highly.


It can be concluded from the report that the overall change of the ticketing software would be highly beneficial for all the departments in the concerned case. Before the implementation of the new ticketing software which is request tracker, remedy was used and there was one more problem that each and every department would be involved in different ticketing application as a result of which the communication between them was very difficult rather inappropriate. The new implementation which is the request tracker would be a common application for all the departments. The main advantage with the implementation of the ticketing application request tracker is that it was used before in some departments this is beneficial because the time needed in order to know how the system works would be decreased considerably and the implementation of the application would be quite easy as well as working with the application.


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