Incident handling
Dedicated workflows for assignment, status updates, rejection, and incident history.
03IT OPERATIONS
IT Service Management Platform.
An IT service platform for incident handling, staff coordination, project tracking, and operational reporting.
01 / OVERVIEW
Clearer service. Better coordination.
A PHP-based application bringing common IT service workflows into one place. The public source includes incident administration, staff assignments, project management, a knowledge base, and report exports.
My contribution
Application & database development, bringing the interface, business workflow, and data layer together.
02 / THE BUSINESS REQUIREMENT
The problem to solve.
Support requests need clear ownership and visible progress. An IT team also needs a shared view of projects, recurring issues, and service activity, rather than a collection of disconnected records.
03 / THE APPLICATION
What the system does.
Staff coordination
Administration of staff and branch assignments.
Project tracking
Project creation, assignment, deadlines, comments, and review routes.
Knowledge & reporting
Knowledge-base administration and CSV/PDF export endpoints.
04 / TECHNICAL ARCHITECTURE
How the layers connect.
01
Presentation
PHP views · jQuery
Role-specific administrative and IT staff interfaces.
02
Application
PHP handlers
Incident, assignment, project, knowledge-base, and reporting operations.
03
Persistence
MySQL
A relational foundation for service records and operational relationships.
05 / ENGINEERING DECISIONS
Deliberate choices.
Group workflows by responsibility
Separate administrative and IT staff areas make the different operational responsibilities visible in the application structure.
Include knowledge alongside requests
Knowledge-base routes sit alongside incident and project workflows, supporting the reuse of service information.
06 / THE TECHNICAL CHALLENGE
Several service workflows, one application.
Incident resolution, staff coordination, and project management have different actions and reporting needs.
THE APPROACH
The public code organizes these concerns into dedicated handlers and role-specific areas. Incident history and report exports provide additional views of operational activity.
07 / THE RESULT
A connected application.
The application brings incident handling, staff coordination, project tracking, and knowledge management into a single PHP/MySQL system, with incident history and operational exports for review.
About this case study’s sources
Features checked against the public repository’s routes and handlers. The image is from the existing portfolio. Company data, uploaded files, and internal deployment information are excluded.
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