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Introduction

This wiki serves as a comprehensive guide and documentation for the HyperionTech Ticketing System, LUNA developed by HyperionTech. The ticketing system is a powerful management tool designed to streamline customer service requests and project tracking within our creative digital agency.

As the demand for our services continues to grow, it has become increasingly challenging to manage multiple projects efficiently and effectively. To address this, our team has developed a robust ticketing system that enables us to collect client requirements, allocate work among different teams, track project progress, and ensure seamless collaboration across departments.

In this wiki, you will find detailed information about the system's functional requirements, core features, and architectural considerations. Additionally, we provide instructions for setting up and using the system, along with best practices for optimizing its performance and security.

Whether you are a member of the management, technical, or functional team, or a user looking to understand how the system works, this wiki will serve as your go-to resource. It offers comprehensive documentation, step-by-step tutorials, and insightful explanations to help you navigate the ticketing system with ease and maximize its potential.

Objectives

Objective Evaluation of the Hyperion Tech Service Request System:

The Hyperion Tech Service Request System, as described, has the potential to significantly impact a creative digital agency positively. Its main strengths and potential impacts are as follows:

Streamlined processes: By implementing a ticketing system, the agency can better manage client requirements and assign tasks to appropriate team members, leading to improved organization and efficiency.

Enhanced collaboration: The system enables seamless communication between the functional, technical, and management teams, allowing for real-time updates on ticket status, inquiries, and testing results.

Time and expense tracking: The inclusion of a time and expense tracking subsystem will help the agency monitor work hours and expenses, leading to better resource management and potentially reduced costs.

AI-assisted ticket assignment: The AI subsystem can help identify the most suitable employees for each ticket based on their skills and efficiency, leading to optimized resource allocation and potentially improved project outcomes.

Improved security and user management: The system's security features and user management capabilities ensure that only authorised individuals have access to sensitive information, maintaining confidentiality and compliance with data protection regulations.

Scalability and performance: The system is designed to accommodate growth in the number of teams, projects, and data without affecting performance, allowing the agency to expand its operations smoothly.

User Characteristic

Management Team:

• Responsible for overseeing the entire operation of the digital agency
• Involved in high-level decision-making and project approvals
• Have the authority to create user accounts for team members
• Can view all tickets and their progress, regardless of group assignment
• Monitor and manage time and expenses for each user and project
• Confirm and mark tickets as complete after testing and approval

Functional Team:

• Responsible for gathering client requirements and creating project specifications
• Communicate with clients to address their needs and concerns
• Collaborate with the technical team to ensure accurate implementation of project requirements
• Create and assign tickets for each project, including priority and deadline
• Test developed solutions to identify errors and ensure the functionality
• Upload test evidence documents and communicate with management for final confirmation

Technical Team:

• Responsible for implementing project requirements based on functional specifications
• Work on assigned tickets, providing updates on progress and status
• Collaborate with the functional team to address inquiries and ensure correct implementation
• Fix errors identified during testing and update tickets accordingly
• Log work hours for each project, ensuring accurate billing and resource allocation

Client:

• Communicates with the Functional Team about the requirements
• Change requests regarding the ticket

User Interaction

Account Creation and Login:

• The management team creates user accounts for team members.
• Users receive an email with an authorization code to verify their identity.
• Users log in to the system using their email and password.

Ticket Creation and Assignment:

• The functional team gathers client requirements and creates a ticket for the project.
• The ticket is assigned to a group and then to an individual within the technical team.
• The AI subsystem can recommend the most suitable technical team members based on skills and efficiency.

Ticket Workflow:

• The assigned technical team member works on the ticket, changing its status to "In Progress."
• If the technical team member has any inquiries, they write a note on the ticket and assign it back to the functional team member.
• The functional team member addresses the inquiry, writes a note, and reassigns the ticket back to the technical team member.

Testing and Approval:

• Once development is complete, the ticket is assigned to a functional team member for testing.
• If errors are identified, the ticket is returned to the technical team member for corrections.
• After successful testing, a test evidence document is uploaded, and the ticket is assigned to a management team member for final confirmation.
• The management team member marks the ticket as complete.

Change Requests:

• If a client requests changes on a completed ticket, a new ticket is created referencing the original ticket.

Notifications:

• Users receive email notifications when a ticket is updated or when a deadline is approaching.
• Users can view new notifications upon logging in to the system.

Time and Expense Tracking:

• Users log their work hours for each project, ensuring accurate billing and resource allocation.
• The management team can view each user's hours and projects they are involved in.

User Settings and Profile Management:

• Users can update their non-vital information, such as passwords and contact details.

Technology Stack and Development Tools

• MongoDB (M)
• Express (E)
• Angular (A)
• NodeJs (N)
• TensorFlow and Keras
• Heroku

Branching Strategy

Gitflow