Interface design for a modern software ticketing system

Authors:
Minhui Xie;Mark Tomlinson;Bobby Bodenheimer
Affiliations:
Vanderbilt University, Nashville, TN;Vanderbilt University, Nashville, TN;Vanderbilt University, Nashville, TN
Venue:
ACM-SE 42 Proceedings of the 42nd annual Southeast regional conference
Year:
2004

Citing 5
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Abstract

This paper describes issues in the design of IT-centric trouble-ticketing applications. Two prototypes are presented. The first introduces a user-centric, web accessible thick client interface that seamlessly integrates features most commercial companies offer only as bolt-on, value-added additions. The second prototype is an HTML-designed, calendar-centric ticketing application that provides unique affordances to helpdesk technicians. Expert evaluations show both models are superior to current systems. Implementation issues are discussed.