@inproceedings{2c3144713f6340db8ddac3731af1f907,
title = "An innovative IT support and ticketing system for ministry of higher education",
abstract = "Troubleshooting system is incorporated in each organization to provide a quick technical support for the end-users. It provides end-users with on time support in different forms and thus enable them to maintain high quality service. This paper proposes an innovative troubleshooting system which has been developed based on real users' requirements that have gathered during requirement generation phase. It would replace the current challenges of a paper-based system which causes delay, inefficient human resources utilization and end-users' frustration.",
keywords = "Knowledge-base, Technical Support, Ticketing system, Troubleshooting",
author = "Jaweed, {Mohammad Ali} and Samiullah Paracha",
note = "Publisher Copyright: {\textcopyright} 2016 IEEE.; 2016 IEEE International Conference on Advanced Materials for Science and Engineering, IEEE-ICAMSE 2016 ; Conference date: 12-11-2016 Through 13-11-2016",
year = "2017",
month = feb,
day = "2",
doi = "10.1109/ICAMSE.2016.7840180",
language = "English",
series = "Proceedings of the IEEE International Conference on Advanced Materials for Science and Engineering: Innovation, Science and Engineering, IEEE-ICAMSE 2016",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "493--496",
editor = "Teen-Hang Meen and Prior, {Stephen D.} and Lam, {Artde Donald Kin-Tak}",
booktitle = "Proceedings of the IEEE International Conference on Advanced Materials for Science and Engineering",
}