Free Open-Source Extensible Service Desk (FreeDESK)

Cutting, David (2012) Free Open-Source Extensible Service Desk (FreeDESK). UNSPECIFIED.

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Abstract

Service Desk systems, which are also known as Helpdesk or issue tracking systems, provide the ability to track “requests for service”. Such systems are in common use in many different organisations tracking requests raised by external customers, internally or automatically. For such a system to be usable in many different domains it must provide for a high level of customisation allowing it to be tailored to the specific requirements of each environment. Current solutions that exhibit this flexibility are commercial products whilst those that are freely available being either inflexible or highly domain-specific. The purpose of this project is to define, design, and implement an extensible service desk system which could be customised or extended as required to make it applicable cross-domain and release this as free open-source software. A literature review was conducted covering aspects of service desks in general as well as techniques and methods used to build extensible systems and the common choices of implementation language. From an analysis of this review a set of high-level requirements and an overall system design were defined. An identified aspect of web-based multi user systems, ensuring updates to interface displays, was examined in detail. This included an experiment on the feasibility of using an alternative technique than regular polling for updates. From the high-level design a detailed set of designs for the software were created and then implemented in an iterative and incremental manner. A website and documentation were built to support dissemination of the software for which a specific set of release pipeline tools were implemented enabling packaging into “release versions” for general use including an installer. Ongoing functional testing through a created unit test framework was performed on new features as they were added and on existing features as a form of integration testing. An evaluation of the system in the form of an online questionnaire was completed and the results analysed. Feedback on the system was positive with a high proportion of respondents indicating they were satisfied with the system and would recommend it to others. A comparison of delivered features against the requirements analysis identified that all requirements of the system both for standard service desk function and relating to extensibility were met.

Item Type: Other
Faculty \ School: Faculty of Science > School of Computing Sciences
Faculty of Science
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Depositing User: Pure Connector
Date Deposited: 17 Nov 2014 12:40
Last Modified: 27 Mar 2019 00:49
URI: https://ueaeprints.uea.ac.uk/id/eprint/50697
DOI:

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