Case study

Ticket — Issue Tracker

Full-stack issue tracking and resolution application for Bowen University's IT department.

Overview

A custom issue tracking system built for Bowen University's Directorate of Digital Services to manage and resolve technical support requests from across the institution.

Features

Ticket creation — Staff and students submit issues with category, priority, and description
Assignment and routing — Issues auto-routed to the appropriate technical team
Status tracking — Requesters receive real-time status updates
SLA monitoring — Management dashboard tracks resolution times against targets
Knowledge base — Resolved tickets can be promoted to public FAQ articles

Role

Lead full stack developer — responsible for architecture, development, feature delegation to junior developers, code review, and deployment pipeline.