Interface Design for a Modern Software Ticketing System
Minhue Xie, Mark Tomlinson, and Bobby Bodenheimer
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.
Bobby Bodenheimer 