An innovative IT support and ticketing system for ministry of higher education

Troubleshooting system is incorporated in each organization to provide a quick technical support for the end-users. It provides end-users with on time support in different forms and thus enable them to maintain high quality service. This paper proposes an innovative troubleshooting system which has been developed based on real users' requirements that have gathered during requirement generation phase. It would replace the current challenges of a paper-based system which causes delay, inefficient human resources utilization and end-users' frustration.