WEB BASED IT-HELPDESK TICKETING SYSTEM IN MINISTRY OF FOREIGN AFFAIRS OF THE REPUBLIC OF INDONESIA

Abstract

Center for Information and Communication Technology of the Ministry and Representatives (Pusat Teknologi dan Komunikasi Kementerian & Perwakilan), abbreviated as Pustik KP, has responsibility for all of the information and communication technology matters in the Ministry of Foreign Affairs of the Republic of Indonesia (MoFA RI) and Representatives. Helpdesk became one of the services delivered by Pustik KP to all users in MoFA RI who encounter troubles or problems related to information and communication technology. These services include installation, troubleshooting, maintenance for both software and hardware, and also computer networks. At this moment, users report their technical problems encountered by contacting the helpdesk service via telephone or email to be followed up by the technical support team. Those reports were stored manually and not well managed yet. With these in mind, it is necessary for MoFA RI to build a helpdesk ticketing system that can be accessed by all users and tracked down the progress status of the settlement that is being done by the technician. Beside that, organization also required a system to record the problems include its settlements, so it can be used as references in the future and report it to the management regarding information and communication technology. Hence, this thesis will propose a web based IT-Helpdesk Ticketing system for MoFA RI relevant to their requirements.