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.
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.