Help Desk Ticketing System


1. Provider agree that I (the buyer) will own the work and have free done to do what ever I want to do.

2. No Licensed code / libraries shall be used in this project.

Project Required:

Help Desk system must be programmed in PHP with OOP (Object Oriented Programming) and MVC (Model-view-controller). mySQL is used as a DB system.


1. Create a new ticket

2. Update Ticket with comments – Tickets may be hidden and to be viewed by only Engineers and Help desk users.

3. View List tickets with filters

4. Close ticket

5. Assign ticket to an engineer

6. Generate reports for the tickets

7. Manage users

8. Manage ACLS (Access Control Lists)

Types of users:

1. Customers

2. Engineers

3. Help Desk

4. Administrator

5. Custom type

Use cases:


1. Create a new ticket

2. Update tickets with comments

3. Close the ticket

Closing tickets by customers must be close by only comments and no more details has be entered from the ticket details.

4. View List only its own tickets.


1. Create a new ticket

2. View list tickets

Tickets assigned to this engineer must be highlighted, and he can view all tickets.

3. Update ticket with comments.

4. Close ticket – Closing the ticket by an engineer or a help desk user require the following details: Time took to close the ticket, Date to be entered by an engineer and date stored from the system and the fix for the problem.

Help Desk user:

1. View all tickets

2. Assign tickets to engineers

3. Update tickets with comments

4. Create a new ticket on behalf of a customer

5. Generate reports


1. Manage users

2. Generate reports

3. Can create a custom user with an access control list that he may choose any combination of the functions mentioned above.


Tickets details:

1. Ticket number (Auto Generated)

2. Subject

3. Description

4. Priority

5. Attachments (Max Attachment size can be specified).

6. Comments (Time, date and user id that wrote the comment must be stored as a details for the comment).

Report details:

The report is required for management level, to show the all required details from a managerial point of view. Like how many tickets created by customers or Engineers or Help desk and how much time has it took to be closed.

Kemahiran: PHP, Reka Bentuk Laman Web

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Tentang Majikan:
( 0 ulasan ) Manama, Bahrain

ID Projek: #314700