HU6 – Challenge 4 – Ticketing Ecosystem

Challenge
As a ticketing system owner, I want to know trends in my tickets so I can diagnose underlying issues in my ecosystem, rather than just treating the symptoms. This could be analysis regarding the tickets themselves, the types of solutions employed to resolve the tickets, times to resolve issues, etc.

 

Use Case
As a remote support employee, I want to view tickets and trends from my mobile device, so that I can rapidly resolve critical issues.

 

Requirements
The utility should retrieve ticket information from a RESTFUL web api (Ivanti Service Manager Web API)
The utility should be able to perform different types of data analysis on the tickets themselves
The utility should be able to provide a mobile friendly interface to view analysis and ticket information

 

Resources
Basic information about the API
https://help.ivanti.com/ht/help/en_US/ISM/2017/Content/Configure/API/HEAT%20API.htm
https://community.ivanti.com/docs/DOC-61314

Mock Tickets: ID # 273977 – 273980 are available.  Please contact your coaches for access.

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