Java based Ticket Support System

with Screen Sharing and Remote Desktop

Introduction:

As a part of the graduate program final semester project, I was tasked for creating a ticket based support system in Java for an organization.

However, I realized that a simple ticket based system would not suffice as the repair technicians will still have to visit the computers in person to solve the issue. Hence, I decided to incorporate a screen sharing and remote desktop feature so as the repair technicians would not have to even have to leave his desk to solve most software related issues.

 

The Application:

The application itself has two sides, a client side and a server side. The server side needs to be locally deployed on the office’s on-premises server while the client side needs to be installed on the client’s computers.

The client installer has a MSI installer option so that it can be deployed directly via Active Directory Group Policy so that it can be installed on all the client computers in a single go.

Once the application is installed and if the client is having any issues, all that has to be done by the client is to raise a ticket using the application and give a short description of the issue. Once the issue has been created, it will be assigned to the repair technician.

Previously, the repair technician would need to physically visit the device, but with the remote desktop capabilities, he can simply control the client’s computer remotely and would not even have to leave his desk to fix the issue.

There is also a separate admin module which is to be handle by the System Administrator on the premises who can create and delete users on the applications.