IT, support and administration
ServiceDesk
Internal IT helpdesk for incident management from reporting to closure, including resolver assignment, notifications, comments and audit log.
Context
The ServiceDesk module is part of an internal company portal that we designed, developed and deployed for a client from the it, support and administration area. The portal consolidates dozens of corporate agendas into one environment with unified login, roles and auditable history — and the ServiceDesk module is a key part of it.
Challenge
Incidents were reported by e-mail, by phone or in person, without uniform records. The IT team did not have a transparent backlog, statuses changed informally and resolution time was not measurable. The repeated problem lacked a history of steps and a clear responsibility of the solver.
How we delivered
We have set up ServiceDesk as an internal IT helpdesk from reporting to confirmed closing.
Progress of the incident: incident creation → IT notification → assigning a solver → resolution (resolved or unresolved) → possible complaint or reopening.
Incident Statuses: Pending, Resolved, Resolved, Unresolved, Confirmed.
Links: users and tasks with approval links, attachments, comments, email notifications when incident is created, assigned and closed, and report export.
Audit: event history and solution timestamps for SLA and internal evaluation.
Client benefits
The IT team has a transparent overview of incidents by status, solvers and priorities.
Notifications when creating, assigning and closing an incident shorten reaction time and reduce the number of forgotten tickets.
Complaint and reopening keep the quality of incident closure under user control.
Time-stamped event history provides the basis for SLA reporting and post-incident evaluation.
Step-by-step workflow
The user creates an incident with a problem description and attachments
The IT team is notified and the incident is assigned to a resolver
The resolver processes the incident (resolved or unresolved) with a comment
The user confirms the result or advertises and reopens the incident
The system keeps a complete history of events and solution timestamps
Module capabilities
- reporting of incidents
- assigning a solver
- stateful incident management
- claim and reopening
- notifications on creation, assignment and closure
- event history with timestamps
- reports and exports for IT management
Integrations
- users
- tasks with approval links
- attachments
- comments
- e-mail notifications
- report export
Process statuses
- It is waiting
- In solution
- Solved
- Unsolved
- Confirmed
Operations and further development
We designed the module with future development in mind — the modular architecture allows adding new fields, reports or integrations without interfering with the existing core. Clean code, documentation, and separate configuration files ensure that the system can be developed by another team — without depending on one person who knows "how it works."
For this type of solution, datatek, spol. s r. o. also provides long-term operational support, monitoring and SLA — so the client is sure that the system works even after years.
Do you need a similar module?
We will design and develop an internal application according to your processes — from analysis to deployment and long-term support.