Perancangan dan Implementasi Troubleshoot Management System Berbasis Web untuk Digitalisasi Layanan Helpdesk Di PT. Lax Teknologi Indonesia
Keywords:
helpdesk; sistem ticketing; manajemen troubleshooting; kontrol akses berbasis peran; pelaporan; manajemen layanan TIAbstract
Digitalisasi layanan dukungan teknis membutuhkan sistem yang mampu mencatat keluhan, menugaskan teknisi, memantau log pengerjaan, serta menghasilkan laporan yang akuntabel. Penelitian ini menyajikan perancangan dan implementasi Troubleshoot Management System berbasis web yang dikembangkan menggunakan PHP, MySQL. Objek penelitian adalah aplikasi helpdesk bernama LAX Ticketing - Smart Management yang mendukung akses multi-role untuk admin, client, dan teknisi. Permasalahan utama yang diselesaikan meliputi pencatatan keluhan yang belum terpusat, keterbatasan visibilitas progres troubleshooting, penugasan teknisi secara manual, serta penyusunan laporan yang belum efisien. Metode yang diusulkan menggabungkan analisis kebutuhan, perancangan alur kerja berbasis peran, pemodelan basis data, implementasi modular, dan validasi fungsional menggunakan pengujian black-box berbasis skenario. Hasil sistem mencakup registrasi ticket, penomoran otomatis, assignment teknisi, log analisa dan solusi, dokumentasi tanda tangan, monitoring proyek, kontrol akses login, filter laporan, dan notifikasi email berbasis event. Rancangan menunjukkan bahwa integrasi data ticket dan proyek dapat meningkatkan keterlacakan, akuntabilitas, dan pengendalian operasional layanan helpdesk. Penelitian ini berkontribusi sebagai model implementasi praktis bagi organisasi kecil dan menengah yang membutuhkan platform helpdesk ringan, dan mudah dikembangkan.
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