Design of Google Apps-based helpdesk ticketing system at University using extreme programming approach

Abstract

Academic activities require supporting devices that are always ready, both hardware and software, and networks. However, the device may be experiencing problems. Fast problem solving is needed so that academic activities continue to run well. The problem is that the asset data is not integrated with the helpdesk, the difficulty of prioritizing work, and there is no previous troubleshoot recording as reference material. The Extreme Programming approach is used to make the development process more efficient, with iterations carried out at each stage. The SWOT Analysis and Value Chain Analysis helps identify the requirements correctly. Using Google Apps as a development tool for the Helpdesk Ticketing System proves to be more efficient as there is no need to invest in server hardware for processing and storage. Google Apps Script is also reliable enough to complete various processes designed in this system. Implementation of Google Apps is also easier because users are familiar with Google Forms and Google Sheets interfaces. With a good helpdesk ticketing system process, the implementation of academic activities will also run well.