Incidence Tracking System – Times Group

Categories : All, Case Study, Media and Entertainment

Product Requirement


TimesGroup has decided to mobilize their Ticketing System for the IT services. They would like their employees to use the mobile application and raise the tickets for any IT related issues.
Key objective of the initiative are as below:

The client required a web application as well as a mobile app based on iOS, Android and Windows 8 Phone to effectively raise and manage their tickets for the entire organization. The
TGIT Solution will automate the manual processes, perform the business more efficiently, help
save time and improve workflows with consistent processes and quality standards.

  • Utilizationof new Mobile technology.
  • Employees can raise and track the tickets from anywhere and anytime.
  • Real time updates to the respective department support team.

The client wished the TimesGroup employees will register and login in the mobile application. They can raise the tickets using the mobile application. They can track all the tickets with the current status. They can check the FAQs too on the mobile application. The mails will be sent to the respective support team whenever any ticket is raised. The Support team will have their own web access to check any generated tickets and then they can add the same ticket on TOIs existing ticketing system and update the status on this system. The support team will update the tickets on the timely manner on this web portal. The super admin will be there who can set the categories and manage the respective support team members for all the categories. The super admin can generate the ticket status report and also export it to the excel.

The app contains features such as:
  • User Activation
  • HelpDesk
  • Add New Requests
  • My Requests
  • FAQ Screen
  • Speak To Help Desk

Project Challenges

Team faced the following challenges:
  • The app to run smoothly on all the versions of iPhone,Android and Windows Phone 8 with optimized resolution.
  • Extensive research was carried by the team on JavaScript AngularJS to extend the HTML functionality of the application.
  • Cross-platform compatibility for different platforms such as iOS, Android and Windows Phone 8.
  • Maintaining cross-platform syncing and database compatibility using HTML5 Local Storage.
  • Maintaining cross-platform local database compatibility.
  • Maintaining the functionality of the web app right in the palm of your hand thereby making it easy to collaborate with team members anytime, anywhere.


Project Leader 1
Developers 2
Designers 2
Quality Assurance Testers 2

Technologies Used

Operating System & Server Management iOS, Android, Windows Phone 8, Multi-Server Architecture with Staging & Production Environment through Version Controlling releases, Server Optimization, Security & SSL Implementation, Alert Monitoring System Integration, Server Performance Tuning at regular intervals,Software Firewall Configuration & Maintenance
Development Tools & Environments PhoneGap Cordova, iOS SDK, Android SDK, Windows SDK, AJAX, HTML5, JavaScript AngularJS, CSS3etc.MVC 4.0, .Net Framework 4.0, ASP.Net, C# etc.
Database HTML5 Local Storage Database Server,MySQL Database Server(Web), DB Clustering, DB Optimization, Master SlaveReplication, Query Optimization, Scheduler for Backups

Development Highlights

The ticket management solution is a web and mobile app that effectively manages tickets and helps the organization and individuals to organize their tickets. With a simple to use interface, the users can begin scheduling, assigning and creating tickets within seconds. No lengthy user manuals, no learning curve and no training sessions are needed at all. The ticket management solution is designed to be easy to use so that individuals can focus more time on their work.

The following features were incorporated while designing and developing the application:
  • Central starting point
  • Overview of Ticketing system
  • Access to individuals
  • Create and manage Tickets
  • Add and assign Tickets
  • Get the complete insight for your ticket.
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