Building Maintenance Ticketing Software to Accelerate Resolution Time

Solutions We Offered

Capital Numbers began the project by studying the existing app features that were up and running. We then decided on robust tooling solutions because the app had to accommodate increasing maintenance requests or tickets. So, we chose .NET Core as the backend setup to accommodate hundreds of tickets or requests.

.NET Core is known for seamlessly managing large-scale operations. Moreover, we needed to add multiple features like work order creation, ticket workflow, ticket prioritization, advanced reports, analytics, etc. So, .NET Core was a perfect choice for all those critical integrations. Plus, .NET Core supports microservices. So, we developed and integrated each feature as a loosely connected service independent of the other. We made this provision to add modularity and let future developers configure each feature without tinkering with the whole app.

Next, we used ASP.NET Razor Views for the frontend as it allows developers to work on both HTML and server-side code in a single file. Razor Views helped us reduce the need for complex JavaScript and AJAX functions, as server-side code can directly manipulate the HTML. Razor Views also supports various templating features like loops and conditional statements, providing flexibility in rendering dynamic content experiences in the ticketing app.

Next, we used SQL as the database solution to store all the tickets. However, we chose MS Azure to manage file uploads because it helps store massive amounts of big-sized files on the cloud for hassle-free previewing and downloading.

For the reports and analytics, we chose Power BI. Visualizing any kind of data is easier with Power BI, which helps drill down into detailed data for custom insights. We also used Power BI as it connects to all data sources like SQL and Azure. Our ticketing app had both these data sources embedded, so with Power BI, we could fetch data from both these sources and facilitate analysis in one place.

Once we completed all the integrations, we made the application available on Git for the client to host on their preferred server. Our entire work was a one-year collaboration in which we implemented an Agile-based approach, dividing work into smaller sprints. By working in smaller sprints, we could iteratively refine each of our processes before moving on to the next, delivering excellent results to our client.