Interface design for a modern software ticketing system

This paper describes issues in the design of IT-centric trouble-ticketing applications. Two prototypes are presented. The first introduces a user-centric, webaccessible thick client interface that seamlessly integrates features most commercial companies offer only as bolt-on, value-added additions. The second prototype is an HTMLdesigned, 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. Categories and Subject Descriptors H.5.2 [Information Interfaces and Presentation] User Interfaces Keywords Trouble-ticketing, XUL, user interface design

• Type: Conference
• Year: 2004
• Where: ACMSE
• Authors: Minhui Xie, Mark Tomlinson, Bobby Bodenheimer
• Keywords: ACMSE 2004, IT-centric Trouble-ticketing Applications, Paper Describes Issues, Theoretical Computer Science, User Interface