I had the opportunity to create my thesis project at InfomatiX Kft., where I got an insight look into a support team. As a member of the team I faced the common problems of support and had the chance to see the difficulties of supporting a multinational company. I got familiar with the Kanban methodology and the tools which are used by its processes. During my thesis project I did research on the support types and the frequently used methods. I got familiar with the usage and development of Spotfire BI, in this process the documentations and the sample codes provided a great help. As a result of my work I created a ticketing system which is compatible with Spotfire BI and the compatibility is also solved with the Atlassian Jira System.
The development was made in c# in .NET environment. The Spotfire API and its documentations provided me great support during the development phase. With the ticketing module the users report new tickets and manage the existing ones. The module collects the Spotfire metadata automatically during the report procedure, this makes easier to locate the root cause of the error. We have the availability to export reports from the ticketing system. The tickets and the connected metadata are stored in a database. During the development I was focusing on the compatibility with other ticketing systems as well.