Pusat Pengaduan STAN - IT Ticketing System
· Part of my work at STAN
Abstract: Developed a custom IT support ticketing system from scratch using native PHP to streamline student IT problem reporting at STAN.
Tech: #PHP #MariaDB #Nginx #Data Encryption #Linux
The Challenge
The process for students at the State College of Accountancy (STAN) to report IT problems on campus was inefficient and lacked a centralized tracking system. This made it difficult for the IT department to manage support requests and for students to get timely help.
The Solution
I was tasked with building a complete, web-based support center application from the ground up. I developed the “Pusat Pengaduan STAN” (STAN Complaint Center) as a full-featured ticketing system using native PHP and a MariaDB database.
The platform was designed to be a comprehensive solution for both students and support staff.
Key Features
- Rich Ticketing: A rich text HTML editor allowed users and staff to create detailed and well-formatted support tickets.
- Departmental Routing: The system supported multiple topics and departments, allowing tickets to be automatically filtered and routed to the correct support queue.
- Role-Based Access: Supported unlimited user, staff, and ticket creation, with clear role separation between students and IT staff.
- Graphical Reporting: Included a dashboard with graphical reports to give the IT department a clear overview of support metrics and trends.
- Security Focused: A key feature was the implementation of data encryption at rest, ensuring that sensitive information within the tickets was securely stored in the database. I also performed the necessary Linux hardening on the Nginx server to secure the application environment.