User Story 1:
Application:
Create an application menu called "IT Support".
Make the "IT Support" module visible to ITIL users.
Custom Table:
Create a custom table named "IT Support" with key fields as below.
Fields are as follows:
Field Type Details
Number String Auto number and read only.
Requested For Reference Reference to User table. Active User.
User ID String User id of Requested for user should show.
User email String Email of Requested for user should show.
Category Choice Create choices list same as the Incident table.
Subcategory Choice Create choices list same as the Incident table. (Show choices based on Category)
What needed Choice Choices: Notepad ++, Clarity, CoreDB.
When needed Date/Time Date should be future date.
Impact Choice Create choices list same as the Task table.
Urgency Choice Create choices list same as the Task table.
Priority Choice Create choices list same as the Task table.
State Choice Choices: New, In Progress, On Hold, Resolved, Closed, Canceled.
On hold reason String This field visible only when state is changed to On Hold.
Assignment group Reference Reference to Group table. Active groups and with Manager is not empty.
Assign to Reference Reference to User table. Active User. Users according to the assignment group.
Short description String
Description String
Additional comments Journal Input Same as the incident.
Work notes Journal Input Same as the incident.
Close notes String
 Opened Date/Time
 Closed Date/Time
Related List:
Implement a related list, displaying active tickets of Table: "IT Support" for the "Requested For" user.
Field Dependencies:
Priority depends on Impact and Urgency, as like in Incident Table.
Assignment group should be populated based on Category and Subcategory.
State should be auto changed to In Progress, when state is New, and ticket is assigned to any team member.
Assignment Rules:
Assignment group should be populated based on Category and Subcategory fields. Refer the below information.
Category Subcategory Assignment group
State Management:
State field is read-only.
State field value should be "New" for all newly created records.
State values/choices: New, In Progress, On Hold, Resolved, and Closed, Canceled, will be managed by buttons.
UI Action Details
 In Progress Update State field as "In Progress" and save the record.
On Hold Update State field as "On Hold" and save the record.
Resolve Update State field as "Resolved" and save the record.
Close Update State field as "Closed" and save the record.
Cancel Update State field as "Canceled" and save the record.
Form Sections:
Two sections in the form with below fields:Â
NotesÂ
Additional comments
Work notesÂ
Resolution informationÂ
Opened
ClosedÂ
Closed notes
User Interface:
Create a user-friendly interface for creating and viewing support tickets.
Design the default list view for Table: "IT Support" with the below columns.
Number
Requested for
Priority
State
Assignment group
Assigned to
Short description
Application Menu Modules:
Design modules under the application menu as below:
Create New
Assigned to Me
Open
Resolved
All
Notifications:
Email notification should send to Requester when their ticket is created.
Email notification should send to Requester when their ticket is assigned to a team member.
Email notification should send to Requester when their ticket is resolved.
Email notification should send to Requester when their ticket is closed.
Email notification should send to Requester when their ticket is canceled.
Email notification should send to assignment group members, when any ticket is assigned to their group.
Action Visibility:
UI Action Details
In Progress : Visible only when state is in New, On Hold and only for assigned to user.
On Hold : Visible only when state is In Progress and only for assigned to user.
Resolve : Visible only when state is In Progress and only for assigned to user.
Close : Visible only when state is Resolved and only for assigned to user.
Cancel : Visible only when state is New, In Progress.
Status Transitions:
To On Hold state : Field: On hold reason, Additional comments is mandatory when changing to state: On Hold.
To Resolved state: Field: Additional comments, Work notes are mandatory when changing to state: Resolved.
To Closed state : Fields: Additional comments, and Close notes are mandatory when changing to state: Closed.
To Canceled state: Fields: Additional comments, and Close notes are mandatory when changing to state: Canceled.
Dashboard:
Create a dashboard displaying key metrics, such as open tickets, ticket distribution, and average resolution time.
Reports:
Generate standard reports, including ticket status, resolution times, and short description.
Additional Features (Optional):
Knowledge Base Integration:
Integrate a knowledge base to suggest solutions based on ticket descriptions, reducing resolution time.
SLA Management:
Implement Service Level Agreements (SLAs) to ensure timely responses and resolutions.
Chat Support Integration:
Explore integrating a chat support feature for real-time assistance.
Mobile Accessibility:
Ensure the application is accessible on mobile devices for on-the-go support.
In summary, the "IT Support" application has a custom table with specific fields, related incident list, field dependencies, state management through buttons, and distinct form sections with conditional button visibility and mandatory fields for specific status transitions.