Implementación de una aplicación web mesa de ayuda para el departamento de TCS dentro del GADM del Cantón Riobamba

Abstract

Currently, technologies have been of greater help since they have evolved over time, especially in the field of web applications, that is, they are used in many companies, they help in the automation of processes that were mostly carried out manually. The aim of developing a web application, within the Autonomous Decentralized Municipal Government of the Riobamba Canton (GADM Riobamba) for the ICT department, is the lack of organization of time between the technicians of the different areas, due to the fact that many times there are several requests for technical assistance by the staff, who face various equipment failures, which causes problems in the registration and storage of those requests, since the entire process is carried out manually, and without a system. assistance that expedites this process, which generates delays in service and deficiency in the control of information. For these reasons, a Help Desk web system was implemented to automate the process of sending and registering concerns related to the area of networks and infrastructure, technical support and software development to automate manual processes. For the development of the application, the SCRUM methodology was used, the Model View Controller architecture and the most used programming language PHP together with Bootstrap; For the evaluation of efficiency, a stopwatch was used, where the attention times of each incident were measured, that is, the assignment process by the administrator, and the technician is in charge of the change of state when solution process starts.