Welcome!

Weblogic Authors: Yeshim Deniz, Elizabeth White, Michael Meiner, Michael Bushong, Avi Rosenthal

Related Topics: Machine Learning

Machine Learning : Case Study

Help Desk Ticketing System Using Visual WebGui

The Internet Help Desk provides a branded solution and 24/7 skilled staffing

Overview
Golden West Technologies provides Internet Help Desk services to many small to medium sized Internet Service Providers (ISPs) throughout the United States.  Golden West Technologies prides itself on offering excellent service levels to its clients.  The Internet Help Desk provides a branded solution, 24/7 skilled staffing, digital call recording, customizable escalation and outage procedures, and a fully redundant data center environment.

In order to provide superior service to our ISP's, it was deemed necessary to build in-house a custom, robust, and full featured ticketing system. In this effort, Visual WebGui provided the framework for our developer to produce a functional RIA and deploy the first phase of the ticketing system in 8 months.

Business needs
A call center environment is one of milliseconds which equate to bottom line financial gains or losses.  The current home grown ticketing system built with traditional ASP did not provide the features and functionality to dramatically impact the reduction in call times or first call resolution statistics.

For this reason, a new ticketing system needed to be built to a highly specific set of requirements.  These functional requirements focused on capitalizing on all the possible efficiencies that could be gained in the current problem resolution processes.  The problem resolution process needed to be a process and policy implemented through the application which is at the core of the system.

Another major requirement at the core involved allowing the ticketing system to be accessed externally by clients.  Finally, the ability to interface with the phone system was paramount.  When a customer calls the help desk and that call is received at a technicians' station, the interface with the phone system allowed for the launching of an instance of the site. This allows to automatically search for the customer, and open a new ticket or open an existing ticket for the customer, providing the technician with little or no effort at the beginning of the call.

Consequently, Golden West Technologies needed a new solution that could provide help desk technicians with a flow through problem resolution process including access to all supporting tools for resolving or escalating tickets.  The traditional training environment was where most time was spent in giving technicians the knowledge for resolving many different types of problems. However, Golden West Technologies looked to move this problem resolution process into a rich internet application that would allow improved efficiency, policy enforcement, consistency, and first call resolution gains.

The challenge set forth involved the need for building a web-based solution that can be securely accessed via a web browser and still provide the same functionality of a rich desktop application.  The software solution requirements for functional richness needed to be coupled with a quick market deployment, which was even more important as only one developer with limited exposure to a C#, .NET Framework and AJAX environment was allocated.  An additional seasoned WinForms developer assisted in designing and managing the development effort.

The Solution
After spending a significant amount of time researching other AJAX frameworks, it was certain that the required web development technology existed for developing the solution.  However, no other framework provided the ease in development that Visual WebGui provided which allowed for focus on the most important aspect of the solution - the business requirements, processes, and logic.

Visual WebGui provided the platform to build a solution that actualized the requirements and met the challenges as a cost effective alternative to other RIA platforms.  The drag and drop page development experience was an enormous benefit.  This compared to the hours it would take to build the same pages with traditional ASP environments.  "Visual WebGui claims of 90% reduction in development time and providing the bridge between desktop and web technologies were substantiated through the design, development, and deployment of our help desk software solution," said Brian Butterfield.

Benefits
Visual WebGui allowed to deploy a secure by design website which contributed to the overall solution's security by not allowing any technician to hack into the website which was a problem with the previous solution. The previous solution involved a series of HTML and JavaScript files that, at times, contained confidential information as in passwords.

There was limited effort in deploying the application which provided the IT department with a level of comfort in the solution.  The administrators who were used to website directories populated with folder and files of all types and sizes also appreciated the organization of the deployed site.

"There is no other software platform on the market today that can give traditional desktop application developers the ability to transition that knowledge and experience directly to a web development environment - providing an unprecedented development experience," Butterfield said.

The exact savings is difficult to calculate when comparing the utilization of the Visual WebGui platform to other RIA frameworks.  However, it is clear that Golden West Technologies experienced a significant savings in the cost of development after completing the development and deployment of this complete solution with a single developer in only 8 months.

Screen shots
The ticket entry screen: This is the main screen for an help desk technician providing support for the customer.  This screen contain customer information and remarks, current ticket status including previous call information and escalation, and ticket history information including access to all recorded calls.

Problem resolution screen: The purpose of the problem resolution screen (figure 2) is to provide the help desk technician with a policy enforcing troubleshooting process.  The technician, while on the phone with the customer, will ask and respond to a series of questions by which the responses are stored with the ticket.  At the same time, the technician has at their disposal a wealth of tools including modem/router images, configuration information, various software screenshots, and troubleshooting wikis.

Whiteboard screen: The purpose of the whiteboard screen (figure 3) is to keep the various technicians informed of information dealing with all of the individuals ISP's.  This may include outage notifications and/or general troubleshooting information.

The ticket queue screen: This is a general grid view of all of the tickets in the various states or queues within the system.

 

More Stories By Marissa Levy

Marissa is a technology writer based in Jerusalem, Israel covering the local software, wireless, and start-up markets. Prior to her coverage of Israeli hi-tech, Marissa worked as a reporter in several English language news outlets. Her writing has been featured in prominent publications such as USA TODAY, FOXNews.com, and the Jerusalem Post. She holds degrees in Journalism and Political Science from The George Washington University in Washington, DC. She can be reached at [email protected]

@ThingsExpo Stories
Product connectivity goes hand and hand these days with increased use of personal data. New IoT devices are becoming more personalized than ever before. In his session at 22nd Cloud Expo | DXWorld Expo, Nicolas Fierro, CEO of MIMIR Blockchain Solutions, will discuss how in order to protect your data and privacy, IoT applications need to embrace Blockchain technology for a new level of product security never before seen - or needed.
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settle...
Leading companies, from the Global Fortune 500 to the smallest companies, are adopting hybrid cloud as the path to business advantage. Hybrid cloud depends on cloud services and on-premises infrastructure working in unison. Successful implementations require new levels of data mobility, enabled by an automated and seamless flow across on-premises and cloud resources. In his general session at 21st Cloud Expo, Greg Tevis, an IBM Storage Software Technical Strategist and Customer Solution Architec...
Coca-Cola’s Google powered digital signage system lays the groundwork for a more valuable connection between Coke and its customers. Digital signs pair software with high-resolution displays so that a message can be changed instantly based on what the operator wants to communicate or sell. In their Day 3 Keynote at 21st Cloud Expo, Greg Chambers, Global Group Director, Digital Innovation, Coca-Cola, and Vidya Nagarajan, a Senior Product Manager at Google, discussed how from store operations and ...
Imagine if you will, a retail floor so densely packed with sensors that they can pick up the movements of insects scurrying across a store aisle. Or a component of a piece of factory equipment so well-instrumented that its digital twin provides resolution down to the micrometer.
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
We are given a desktop platform with Java 8 or Java 9 installed and seek to find a way to deploy high-performance Java applications that use Java 3D and/or Jogl without having to run an installer. We are subject to the constraint that the applications be signed and deployed so that they can be run in a trusted environment (i.e., outside of the sandbox). Further, we seek to do this in a way that does not depend on bundling a JRE with our applications, as this makes downloads and installations rat...
Widespread fragmentation is stalling the growth of the IIoT and making it difficult for partners to work together. The number of software platforms, apps, hardware and connectivity standards is creating paralysis among businesses that are afraid of being locked into a solution. EdgeX Foundry is unifying the community around a common IoT edge framework and an ecosystem of interoperable components.
DX World EXPO, LLC, a Lighthouse Point, Florida-based startup trade show producer and the creator of "DXWorldEXPO® - Digital Transformation Conference & Expo" has announced its executive management team. The team is headed by Levent Selamoglu, who has been named CEO. "Now is the time for a truly global DX event, to bring together the leading minds from the technology world in a conversation about Digital Transformation," he said in making the announcement.
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lead...
Digital Transformation (DX) is not a "one-size-fits all" strategy. Each organization needs to develop its own unique, long-term DX plan. It must do so by realizing that we now live in a data-driven age, and that technologies such as Cloud Computing, Big Data, the IoT, Cognitive Computing, and Blockchain are only tools. In her general session at 21st Cloud Expo, Rebecca Wanta explained how the strategy must focus on DX and include a commitment from top management to create great IT jobs, monitor ...
"Cloud Academy is an enterprise training platform for the cloud, specifically public clouds. We offer guided learning experiences on AWS, Azure, Google Cloud and all the surrounding methodologies and technologies that you need to know and your teams need to know in order to leverage the full benefits of the cloud," explained Alex Brower, VP of Marketing at Cloud Academy, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clar...
The IoT Will Grow: In what might be the most obvious prediction of the decade, the IoT will continue to expand next year, with more and more devices coming online every single day. What isn’t so obvious about this prediction: where that growth will occur. The retail, healthcare, and industrial/supply chain industries will likely see the greatest growth. Forrester Research has predicted the IoT will become “the backbone” of customer value as it continues to grow. It is no surprise that retail is ...
"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Conference Guru has been named “Media Sponsor” of the 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. A valuable conference experience generates new contacts, sales leads, potential strategic partners and potential investors; helps gather competitive intelligence and even provides inspiration for new products and services. Conference Guru works with conference organizers to pass great deals to gre...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develop...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
"Evatronix provides design services to companies that need to integrate the IoT technology in their products but they don't necessarily have the expertise, knowledge and design team to do so," explained Adam Morawiec, VP of Business Development at Evatronix, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices to ...