Created Sunday, December 15, 2024 @ 15:58 # Pitch - ## Problem - I have a collection of tickets spanning back a few months--that also needs to be updated with recent tickets--that I believe that our help desk team could have troubleshot and solved on their own without escalating them to tier 2. Not only that, but I believe many of them are auto-escalating tickets, either out of laziness or simply not posessing knowledge that they should be trained to have, if they involve any problem with greater complexity than a password reset - I need a way solidify a schema for recording the ticket information, help desk workers that interfaced with the ticket and escalated it, problems involved with the tickets, potential knowledge gaps, and an explanation for why I believed that it should not have been escalted - Consider attaching existing KB articles that offer solutions to the problem OR google/LLM search results that offer solutions that students could have used - This could also be used to highlight both gaps in the KB and in the student training materials and procedures - The data needs to be somewhat portable, digestible, searchable, and, ideally, sortable - ## Proposed Solution - Create a webapp interface with forms for submitting, viewing, searching, and sorting the tickets using HTML, CSS, and whatever Javascript framework--if any--that is both appropriate for the solution and allows me to get a working form of this solution working # Technical