helpdesk project

Website must be using ASP.NET and Microsoft SQL for database Draft template need to be designed Source code, dll etc must be provided Module 1 (End-user): User must be authenticated based on domain prefix, password and captcha eg. if user name is [login to view URL], authentication uses [login to view URL] and password. Once login, user is able to input the following: Option give – new (it will be auto generated) or existing ticket (user will need to fill in) If existing, input ticket #, if ticket not closed, user able to view ticket status. If ticket closed, message only If new, verify email address, optional contact number, select module, input issue, type of issue, attach document\photo (limit 10MB) Able to save, sent <SLA respond timer starts> Once sent, email notification sent to user & helpdesk team <SLA respond timer stops> <SLA resolution timer starts> Database must create Ticket # and Case #. Ticket # remains same until closed. Case # changes on each event. Module 2 (Helpdesk): Helpdesk user able to login username and password helpdesk user able to assign task to support team\person, set severity level, helpdesk can analyse and split or combine tickets helpdesk can escalate case – in case complex issue helpdesk can request for time extension and customer can login and approve\deny time extension helpdesk user able to sent email to user requesting more info. <SLA resolution timer pauses> when user reply with requested info, new case # is used <SLA resolution timer resume> helpdesk user able to analyse and input solution and close case. email notification sent to user <SLA resolution timer stops> engineer able to analyse and input solution and close case. email notification sent to user, helpdesk team <SLA resolution timer stops>