Centro Escolar University College of Accountancy, Management and Technology Malolos City, Bulacan

Centro Escolar University
College of Accountancy, Management and Technology

Malolos City, Bulacan
CHAPTER 1
The Problem and its Background
Introduction
As time goes by, there are new technologies that are being discovered.
Technology runs our lives these days that is why it keeps on accelerating. It is a
big factor for a company to be organized and to have a good service. Technology
in a company decreases human workload by developing automated process, for
that reason, customers will be gratified in their service.
This project is a combined queuing and ticketing system. The project is a
web-based system that would help Asian Land in providing rapid assistance to
their employees. It will help the request of employee to be ranked by time and
importance. This will keep the path of what has been taken care of and what still
needs to be done. Technical assistance will be more efficient and the employees
will be satisfied with their technical needs. The queuing system help manage and
decrease the waiting time of employee and make the work of the technical
support more efficient.
The researchers assume that this system would help employees of Asian
Land to have relaxed environment, better service quality, more organized, and
avoid confusion in providing technical assistance and service. The request of the
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employees would be responded much more quickly even with less technical
support staff. Asian Land will have a better supervision on the needs of its
employees.
Background of the Study
This study focuses on the needs of a business concerning about ticketing
and queuing. In a business there are always problems that occur. Problems that
bother the workplace. Those workplaces require assistance that must be given
immediately to these employees. These employees needed request for the
assistance that they demanded. The process of ticketing takes place on the
event that an employee demanded a specific request whether it is for technical
problem or work related. The ticketing system collects information given by a
user or an employee and to be managed accordingly, whichever comes first from
the request.
Business owner becomes worried about their employees having technical
issues request are made instantly for assistance but when a long queue starts
from this request it will cost an institution profit as the workplace would be in
chaos. A queue is a group of individuals that forms in a line and that are waiting
for their turn to be attended to their matter. There are already queuing system
that already exist to help in this matter. A queuing system does not eliminate a
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queue or a waiting line absolutely but it only makes the waiting short and have a
more efficient work from the employees of a given business or institution.
Conceptual Framework
The study was concentrated on the creation of queuing and ticketing
system to organized and managed request of the employees in Asian Land
Strategies Corporation. The Figure 1 illustrates the conceptual framework of the
Web-based support Ticketing and Queuing system.
Figure 1 Ticketing and Queuing System Conceptual Framework
The Figure 1 shows the idea and what will be the flow of the proposed
project. The project started with the planning and researching for the planned
projects. Conceptualizing is the forming of an idea on what will become of the
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system. The input shows both admin and user needed data to access the system
then what will be the process of the system. The output will be the Web-based
Support Ticketing and Queuing System.
Objectives of the Study
1. To facilitate technical assistance efficiently on the employee request.
2. To develop an application that will give the employees an easy way to
request for technical assistance.
3. To solve the disorder caused by manual requesting for technical
assistance.
4. To avoid redundancy in making constant request for technical support.
5. To lessen complaints and delays of the employees.
Scope
1. The request of the employee can be specified onto different levels
depending on the situation.
2. The system’s priority level is predefined.
3. The Technical Support will immediately have notified when a new request
is created and assign its order depending on the urgency of the request.
4. The system has a capability for Admin account to cancel request and
resolved request after being assisted.
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5. The Admin can print request record of the employees.
6. The system can live update the employees for their request queuing.
7. The application can submit the request of the employee.
8. The system can manage the request that should be prioritized.
9. The proposed system has real time update.
10. The system has a live queuing update for the employee’s request.
11. There is a separate priority queuing for the top management request.
12. The system is only for the employees and technical support of Asian Land
Strategies Corporation
Limitations
1. The system has no capability for the user account to cancel request.
2. The system has no live feature.
3. It is designed for desktop application only.
4. The request can be done only during office hours
5. The system can’t detect left out request made during last minutes.
Significance of the Study
Corporation. To provide the company more organize way of technical support
assistance for the customers and employees of Asian Land Strategies
Corporation. To help the company to look more professional.
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Employee. To lessen complaints and have relax atmosphere because of
good service experience. To make a request with an ease and efficient.
Technical support. To simplify interactions with the employees, because of
that they can work easily. It keeps records of every request and service to avoid
asking employees multiple times and this provides clear and detailed information.
Future researchers. To have a basis in them on their future research
relating to ticketing and queuing system.
Definition of terms
The definitions and terms are defined properly for the reader to better understand
research.
Admin. Is the authorized person that manages the system and can enroll
account, manage account, monitor and support log.
MySQL. It is an open source relational database management system
used for the stated system as the database server.
Ticketing System. Helps in sending out updates on the status of the
customer’s request easier.
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Queuing System. Is used to control queues of people and organized
waiting process by informing visitors about the place in the queue and waiting
time.
Employee. It is the person that refers to staff who wants to be aided in
technical problems.
Ticketing and Queuing System. A combined system that is used to help
employees and make wait time short for the customers to have an efficient
service from the business.
Priority Level. Regards to the urgency of the request from the user.
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CHAPTER 2
Review of Related Literature and Studies
Introduction
This chapter contains journals and articles written by professionals which
served as tools that helped the group to have a better understanding on the
project. There were professionals and students who studied possibilities of a
queuing or ticketing system, it helps IT support to be organized, focused, efficient
and effective.
Review of Related Literature
The Importance of Queueing System
In a customer-facing environment, effective queue management
procedures are crucial. The importance of queuing systems is two-fold. From an
operational perspective, poor queuing systems can lead to a drop in productivity
from staff as they spend time trying to organise the queue. From a monetary
perspective, if customers decide to leave the queue, or are put off from even
joining, this leads to a loss of profits. In some instances, a customer will not
consider returning to a business that has poor, unmanaged queues. Putting
good queue management systems in place helps to automate the queuing
process whilst improving service and gaining customer loyalty. (Tensator, 2018)
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Many customer-facing environments, whether it is in a store, a post office
or a train station, believe that once someone is in the queue the sale is effectively
won. Strictly speaking, this isn’t true. ‘Walkaways’ occur where a person exits the
queue without completing their purchase or resolving the purpose of the visit. It’s
difficult to measure the true cost of walkaways to a business, but putting good
queuing systems in place can help reduce the possibility of people leaving the
queue. (Tensator, 2018)
Why does queuing happen?
A question considered to be silly by some people but queuing happens when
there is more than enough capacity to do the work. There are reasons why
queuing happen and with broader reason to explain a single process.
(VividCortex 2015)
1. Irregular arrivals. People don’t arrive on the counter or a checkout counter
on a timed schedule but people arrive irregularly. Sometimes overlaps
happen and gaps that can be long and some are short. Overlaps causes
longer queuing and waiting.
2. Irregular job sizes. People do more when there are people in line for
example if the first person is still on the process of transaction then the
second person in line is eager to transact his or her own business.
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3. Waste. Lost time can’t be regained some people tend to do nothing when
people on the cashiers or front desks are idle and only act when there are
new people or customers arriving to that same place.
Don’t make your customers wait
Decrease customer wait times, improve your service efficiency, and
increase your revenues. Using the queueing system it will ORGANIZE, ENGAGE
& MEASURE waiting and disconnected service areas and enhance customer
experience at key touch points. Excessive queuing and waiting are among the
leading causes of dissatisfaction in banks, retail stores, hospitals and
government institutions. (Wavetec, 2015)
There is a company who is one of the largest manufacturers and suppliers
of queue management systems globally and possesses over 27 years’
experience of helping organizations improve their customer flow and manage
queues with virtual and linear queuing solutions, queue displays, appointment
bookings, queuing app, queue information, and a sophisticated queue
management software. (Wavetec, 2015)
What is a Digital Queue?
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Digital queue is a software and hardware complex that solves the problem
of visitor flow distribution by type of questions and the time spent in the queue,
creating comfortable conditions for waiting process. The main purpose of the
complex is to organize the waiting process up to the service receipt by informing
the visitors about the place in the queue and waiting time. (Leater, 2018)
Purpose of the QMS
The digital queue management system is designed to create maximum
convenience both for the client and for the service personnel. Complicated tasks
are in front of the institutions serving huge population flow: how to provide high-
quality services to several clients simultaneously, how to speed up the process of
citizens’ servicing, reduce waiting time in the queue , how to improve the working
conditions of the personnel and how to get statistics about the most popular
services. (Leater, 2018)
Queue management system will be useful primarily for any service sector
companies: post office, banks, Internet access providers, communications
service providers, medical institutions, enterprises of the tourism sector, centers
of public institutions for servicing the population, logistic distribution centers and
many others. (Leater, 2018)
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Related Technology
Queue management is a set of principles aimed at controlling customer
flow and streamlining the queuing experience. To add to that, queue
management is not something that is needed once or twice. For it to bring
results, queue management needs to be a continuous process. In order for this
to be successful, it is necessary to have a web server in which in this system the
developers used apache. Apache. Is the most widely used web server
software.The developers used php, html, javascript, jquery, css, mariaDB,
phpMyAdmin, apache, mysql, centOS. Php is used as a general-purpose
programming language that is being used in the stated system. The MySQL is
an open source relational database management system used for the stated
system as the database server. The PhpMyAdmin is uded as an open source
administration tool for MySQL written in PHP. This can enroll account, manage
account monitor and support log and CentOS which serves as a server
Operating system that is used to the server set-upped in the said system.
The developers used MariaDB that serves as the community-developed
fork of the MySQL relational database management system. The design of the
website is the first thing users will check on that’s why the developers used the
html that stands for Hypertext Markup Language and CSS or Cascading Sheets
for best front-end.
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Review of Related Studies
Queueing Theory
It is said that queueing theory means the method of analyzing and solving
the problem due with the delays of waitingtime in the waiting line. Probably, it will
check the component of waiting line, such as inter-arrivaltime, service time, and
number of servers, number of system places, and number of "customer". Based
on daily life, applying queue theory to the real life situation it will provide faster
customer service, improve trafficflow, and faster shipping orders from a place to
a place. Queuing theory is used to develop more efficient queuing systems that
reduce customer waittimes and increase the number of customers that can be
served. For example, a 2003 paper by StanfordSchool of Business professor
Lawrence Wein used queuing theory to analyze the potential effects of
abioterrorism attack on U.S. soil and propose a system to reduce wait times for
medications that woulddecrease the number of deaths caused by such an attack.
(Academia, 2018)
Queue or Waiting lines
Customers waiting to get service from server are represented by queue
and also called waiting line. Unsatisfied customer due to long waiting time can be
a potential loss to any service organization. Managing waiting lines is one of the
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foremost objective for service operations manager as prompt service delivery is
one of the parameter to achieve competitive advantage. Various queuing models
can be used to analyze waiting line but first let’s understand the queuing system.
(NPTEL, 2018)
Example: A customer placed on hold by a call center employee
 Servers: Individual workstations where customer receive service
 Queue is formed when
 Demand for service exceeds the capacity to serve
 Varying arrival times of customer
 Varying service time at server
 Consequences of excessive waiting time affecting service provider
 Loss of potential customer and hence sales
 Opportunity lost to a competitor
 Spread of bad word of mouth
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Examples of Queues
 A customer waiting in a bank queue to get service from a bank teller in a bank
 A customer trying to book a ticket online
 A customer kept on hold over phone to talk to a call center executive
 A customer in a supermarket waiting in a queue to pay a bill of groceries
bought
Analysis of a queuing system in an organization (a case study of First Bank
PLC, Nigeria)
Queuing theory is the mathematical study of waiting lines, or queues. In
queuing theory a model is constructed so that queue lengths and waiting times
can be predicted. Queuing theory is generally considered a branch of operations
research because the results are often used when making business decisions
about the resources needed to provide service. Queuing theory started with
research by Agner Krarup Erlang when he created models to describe the
Copenhagen telephone exchange. The ideas have since seen applications
including telecommunications, traffic engineering, computing and the design of
factories, shops, offices and hospitals. (NPTEL, 2018)
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Etymology of Queuing System: The word queue comes, via French, from the
Latin cauda, meaning tail. The spelling "queuing" over "queuing" is typically
encountered in the academic research field. In fact, one of the flagship journals
of the profession is named Queuing Systems. Application of Queuing Theory:
The public switched telephone network (PSTN) is designed to accommodate the
offered traffic intensity with only a small loss. The performance of loss systems is
quantified by their grade of service, driven by the assumption that if sufficient
capacity is not available, the call is refused and lost. Alternatively, overflow
systems make use of alternative routes to divert calls via different paths — even
these systems have a finite traffic carrying capacity. However, the use of queuing
in PSTNs allows the systems to queue their customers' requests until free
resources become available. This means that if traffic intensity levels exceed
available capacity, customer's calls are not lost; customers instead wait until they
can be served. This method is used in queuing customers for the next available
operator. A queuing discipline determines the manner in which the exchange
handles calls from customers. It defines the way they will be served, the order in
which they are served, and the way in which resources are divided among the
customers. Here are details of four queuing disciplines: First in first out: This
principle states that customers are served one at a time and that the customer
that has been waiting the longest is served first. (NPTEL, 2018).
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CHAPTER 3
Methods and Procedures
Introduction
This chapter presents the procedures and methods applied in this study.
This chapter will show the output, user interface and information that will be used
by the user and admin. It also includes the organizational chart of the team and
the cost of all expenses. This chapter shows the method that was applied by the
team for the entire research of this chapter. This method will guide the team on
the development of the project for the client and what would be the output of this
project in the environment.
Setting of the Study
The study was conducted in Asian Land Strategies Corporation a real
estate agency that build houses for their client located in the city of Malolos,
Bulacan. The location is in Grand Royale Subdivision Rd, Malolos, Bulacan.
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Context Diagram
Figure 2. Web - Based Support Ticketing and Queuing System context diagram.
Data Flow Diagram
Figure 3. Web-Based Support Ticketing and Queuing System LVL 0 data flow diagram.
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Figure 4. Web-Based Support Ticketing and Queuing System LVL 0 data flow diagram of the admin
side.
Figure 3 & 4. shows the data flow diagram of the admin and user relation of the
system also shows how the data flows in the system.
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Project Team
Joshua Isaac M. Nicolas
Project Manager
Chester Allan C. Arceo

Donna Maria S. Bautista
Software Engineer
QA staff / Tester
Arvin C. De Gala Nathaniel Jay T. Yabut
System Analyst Technical Writer
Vincent Clark M. Feliciano Mary Joyce D.J. Teves
Technical Support Technical Writer
Te
Figure 5. Web-Based Support Ticketing and Queuing System Project Team
Figure 5 was composed of the Project team the following are the members
Project Manager, System Analyst, Programmers, QA staff/ Testers, Technical
Writers. The following organizational chart follows the roles of each member.
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Methodology
The method used in the study was agile method in which this was applied
in the study agile method purpose is to finish the research and individual tasks
within a period of time. The first step was project planning in this phase the
project manager assigned tasks within the group and reflected on the needs of
the client which is Asian Land Strategies Corporation. The project manager
stated that there are problems encountered in the mentioned institution. Then the
documentation also began the same time as the project planning also along with
the development of the system itself. The presentation of the system would occur
on given dates. After presentation revisions would continue before the end of our
targeted date of completion. Deployment would occur on the final stages of the
time frame we had established. Implementation would follow suite after.
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Requirements and Specifications
The Hardware and Software requirements is important for the
development and implementation of the system. The table shows what is needed
to develop the system.
Hardware Requirements for Development
Hardware Minimum Requirement

Laptop/Desktop 4 GB RAM or higher, and
Processor: 1GHz or 2GHz
Ram Minimum 1GB Ram and
2GB to 4GB Ram
Processor 1GHz or 2GHz
Monitor Standard Monitor with
VGA connection.
Table 1. Hardware Requirements for Development
The hardware requirements needed for the development of the system.
The hardware requirements are necessary to run the needed software
requirements for the development.
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Hardware Requirements for Implementation

Desktop 4 GB RAM or higher, and
Table 2. Hardware Requirements for Implementation
The table 2 shows hardware requirements for the implementation of the
system. The minimum requirement of the desktop for RAM is 1 GB RAM or
higher, and 1-2GHz for the processor for the implementation of the system.
Software Requirements for Development
Software
Operating System Windows 7 or higher
Web Development Tool PHP, JavaScript
Database Server MySQL
Database Management Tool phpMyAdmin
Webserver CentOS
Text Editing Tool Atom
Browser Google (Preferred) others Opera
and Mozilla for backup any
browser.
Table 3. Software Requirements for Development
The Table 3 shows the required software requirements that will be needed
for the system to run properly at Asian Land. Table 3 also shows what are
needed for the development of the system. Windows 7 or higher can be the
operating system, MySQL as the Database Server, Google chrome is the
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preferred browser for the system and PHP is the main programming language
used.
Software Requirements for Implementation
Software
browser.
Database MySQL
Table 4. Software Requirements for Implementation
The software requirements needed for the implementation of the system.
MySQL will serve as the database for the system to properly run.
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Project Feasibility
Operational Feasibility
The proponents need a software that made the system possible, and
hardware for the implementation the system. A good hardware is also one of the
factors that the system need to run smoothly and prevent any lag in the process.
The proponents chose the needed software and hardware to come up with a
good system.
For the hardware requirements for desktop or laptop, the CPU must be at
least Intel Core i3 or higher to render smooth interaction between user and the
computer. RAM should at least be 2GB or higher, 100GB or higher capacity of
Hard Disk Drive, a monitor, mouse, keyboard and Windows 8.1 Operating
System.
For the software requirements, the developers used WAMP Server. And
MySQL as the server. Atom is a code editor with standard features such as
syntax highlighting, code completion, and code collapsing as well as more
sophisticated features such as real-time system checking and code introspection
for generating code hints to assists the user in writing code.
WAMP/XAMP Server is an open source developed by Apache Software
Foundation (APS). MySQL is an open source relational database management
system. MySQL allows user to insert, update, delete and create and select
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records that have been saved in the database. MySQL can also be used for
stand-alone system. LAN based system and for web based system. ATOM is an
open-source integrated development environment (IDE) for developing PHP,
Java, C++ and other programming language.
Figure 6. Web-Based Support Ticketing and Queuing System (Fishbone Diagram)
Figure 6. Shows the fishbone diagram of the traditional operator of Asian
Land Strategies Corporation. It was divided into four (4) major components
mainly; people, method, environment and machine. Numerous employees asking
request, lack of technical support and redundant asking of request were
categorized under the component of people. Poor prioritization, time consuming
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and unclear details of request were under method component. Unorganized,
location, and no order of request are under the component environment and
outed is under the component of machine.
Functional Decomposition Diagram
Admin side
Figure 7. Web-Based Support Ticketing and Queuing System FDD of the Admin side
Figure 7. shows the FDD or Functional Decomposition Diagram which
shows the process of the admin side of the system. The menus include Home,
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Create User, Manage Users, View Support Log and Logout all are available to
the admin of the system.
User side
Figure 8. Web-Based Support Ticketing and Queuing System FDD diagram of the User Side
Figure 8. shows the FDD or Functional Decomposition Diagram which
shows the process of the user side of the system. The menus are composed of
Home, view my request, My Account and Logout all are available to the user of
the system.
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Technical Feasibility
The Queuing system and Ticketing system was created for Asian Land
Strategies Corporation. The programmer created this system for the benefit of
the stated institution. The system in which both the admin and the user have
access too. The programmer used a programming language to make the system
work functionally and efficiently. This application will have systematized the
institution. The programmer’s ability was essential in making the system.
The programmer use PHP and JavaScript as the main programming
languages. The programmer created an UI for both the admin and the users can
use. Both the users of the application will have an easy and precise use for the
application.
A Database was used to store data because it is an integral part for the
system. The system’s Database is MySQL, used by the developers to store all
data records. The admin with the ability to insert, select, update and delete data
in the database by creating the proper query.
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Schedule Feasibility
The Schedule Feasibility is crucial to maintain the schedules for the
research. It is the schedule and time frame for development of the project.
Submitting requirements on time for rechecking and for presenting. The 1 st, 2nd
and 3rd chapter was created on the first week of December. The first chapter
composed of the following Introduction, background of the Study, Statement of
the Problem, Objectives of the Project, Scope and Limitation, Significance of the
Study and Definition of Terms.
The 2nd chapter was also made on the 1st week of the December. The 2nd
chapter is composed of The Review of Related Literature which was a research
of similar projects and studies made by other people and similar technologies
owned by companies.
The 3rd chapter was also made on the 1st week of December it is
composed of the procedures and methods that would help in deploying the
system to the company in the future.
On the 2nd week of the month of December the 1st and 2nd Chapter of the
documentation is mostly completed and only few revisions will be made. The 3 rd
Chapter of the documentation is almost near to completion. The development of
the project has already created a user interface for the system also in the 2 nd
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week of December. The first defense was on the 3rd of January year 2019 and
the final defense was on February year 2019 the documentation was ready for
both defense and the system can be presented to the panel. Revisions were
made after the defense and the documentation and the system were near
completion. Deployment and Implementation were following suite in the time
frame the researchers were following.
Activity Name November December January February March
1. Project Planning
2. Documentation
3. Development of
the Project
4. Testing the
Project
5. Project
Presentation
6. Revision
7. Completion
8. Deployment
9. Implementation
Figure 9. Ticketing and Queuing System Gant Chart
Figure 9. shows the Gant Chart of the project. It showed the progress of
the systems from project planning until the implementation.
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Economic Feasibility
Considering the financial needs for the development of the Queuing and
Ticketing system funds must be estimated early in order for the project to be
implemented and to buy the required hardware devices needed.
Cost Benefit Analysis

Personnel:
1 Head of Technical Support Php 20,000.00
New Hardware & Software:

1 Server Software(operating systm, misc) Php 1,500.00
2 Computer Php 10,000
Total Development Costs:

Php 31,500.00
PROJECTED ANNUAL OPERATING COSTS
Personnel:
1 Technical Support Php 20,000.00
Expenses:
1 Maintenance Php 5,000.00
Total Development Costs:

Php 25,000.00
Figure 10. Web-Based Support Ticketing and Queuing System Cost Benefit Analysis
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Economical Solutions to the Problem
The following are the economical solutions concerning to the development
of the Queuing and Ticketing System.
1. Cost of the proposed system.
The developers will shoulder the cost for the development that
includes the hardware device that will be implemented if needed along
with the proposed project and the documentation report for the final
submission. Maintenance will be handled by Asian Land Strategies
corporation.
Operational Cost
The maintenance of the proposed system is essential for maintain ad for
the functionality of the project.
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Operational Training Services
Training Service People Involved
Server Maintenance IT Manager
Troubleshooting IT technician
Data administration Admin
Database server management Database Manager
Table 5. Ticketing and Queuing System Operational Cost
Table 5 is the Operational cost for the development of the Queuing and
Ticketing System for Asian Land. The people involved for the maintenance of the
system is the Admin for Data Administration, Database Manager for the
Database Server Management, IT technician for the Troubleshooting, and IT
Manager for the Sever maintenance.
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Object Modeling
Use Case Diagram
Figure 11. Web-Based Support Ticketing and Queuing System Use Case Diagram
Figure 11. shows the Use-Case Diagram of the Web-Based Support
Ticketing and Queuing System. The diagram shows the administrative rights of
both user of the system.
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Sequence Diagram
Figure 12. Web-Based Support Ticketing and Queuing System Sequence Diagram of the Admin side
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Figure 13. Web-Based Support Ticketing and Queuing System Sequence Diagram of the User side
Figure 12 & 13. Shows the sequence diagram of the project, both admin
and user. This diagram shows the interaction and process of the queuing and
ticketing system. The left side describes the action of the user and admin to the
interface and the action to be done by the system in relation to the database and
web server.
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Activity Diagram
Figure 14. Web-Based Support Ticketing and Queuing System Activity Diagram
Figure 14 shows the administrator perspective in the ticketing and queuing
system. It features the functions to be encountered by the Admin when using the
system.
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Figure 15. Web-Based Support Ticketing and Queuing System Activity Diagram
Figure 15. shows the user’s perspective in using the system. It features
the most of the functions to be encountered by the user when using the system.
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Risk Assessment/Analysis
Identifying the risk on the project is crucial for its development and it
involves the team, the project and the client.
Risk Analysis
Risk Impac Probabilit Mitigation Contingen

t on y Strategy cy Plans
the
Projec
t
1. Shortage of VC High Time The team
time for the Management should give
development. time in
creating the
system.
2. Misinformation LC Low Communicati Always
on have
meetings to
clarify
things.
3. Lack of C Low Cooperation Always
Teamwork and Unity have a
meeting.
4. Client VC High Always meet Write down
Disapproval with clients to and take
specify the notes
needs during
meetings
with the
client.
5. Client VC High Visualize Test the
Disapproval what will be system first
the impact on before
the deploying.
customers.
Table 6. Web-Based Support Ticketing and Queuing System Risk Analysis
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Table 6. shows the team risks analysis of the system. If any problem,
occur during the duration of the development of the mitigation will be the answer
of the team to any of this situation that may occur in the future. If any of this risks
could not be avoided in the future, contingency plan will be put to use. Impact on
the System Legend: LC- Less Catastrophic, C-Catastrophic, VC- Very
Catastrophic.
User Interface
Screen Layouts
Admin side (UI)
Figure 16. Admin Login Page
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The figure 16 shows the Admin login page which will be the first one to be
seen upon opening the account of the Admin. The username and password of
the Admin is needed to access the homepage.
Figure 17. Admin Home Page
The figure 17 shows the Homepage of the system that is the first one to
be seen after you accessed the account. The request of the employee will be
shown in this page with a corresponding queue number. It has cancel button and
resolved button to be click if the action was done.
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Figure 18. Create User Account
This Figure 18 shows the interface when creating new user accounts. It
has first name, last name, username, password, pc number and location details
to be fill up in creating user accounts.
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Figure 19. Managing User Account
This Figure 19 shows the interface in managing user accounts in which
the Admin Edit, Active and Disable user accounts. It has search box to easily find
the status of the user accounts.
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Figure 20. View Support Log
Figure 20. shows support log from the side of the admin it shows all the
lists of the request made by employees and can search request.
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User Side (UI)
Figure 21 User Login Page
The Figure 21 shows the User login page which will be the first one to be
seen by the employees upon opening the account. The username and password
of the Employee is needed to access the homepage.
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Figure 22. User Home page
The Figure 22 shows the homepage of the user account that will be seen
after signing in. In this page the employee can create and send their request. It
has dropdown button for the problem and remarks for other problem information.
47
Figure 23. View my request
Figure 24. View my request
48
Figure 23 & 24. shows the request made by the employee’s requests. It
also provides a list of requests made previously by the user.
Figure 25. Account Management
Figure 25. shows the UI of the user when he or she will be able to edit his
account.
49
Data Design
Entity Relationship Diagram
Figure 26. Web-Based Support Ticketing and Queuing System Entity Relationship Diagram
The Figure 26 shows the Entity Relationship diagram of the system for
Asian Land Strategies Corporation.
50
Data Dictionary
accounts_tb
COLUMN DATA TYPE DESCRIPTION
acct_id (PK) Int(11) Unique number
ID
acct_stat Varchar(20) Account Status
Uname Varchar(20) Username
Pword Varchar(100) Password
Fname Varchar(50) First name
Lname Varchar(50) Last name
Dept Varchar(50) Department
pc_no Varchar(5) Pc number
f_level Varchar(20) Floor Level
pior_tb
prior_id (PK) Int(11) Priority id
51
prob_name Varchar(30) Problem name
prior_lvl Varchar(15) Priority level
prob_class Varchar(30) Problem
classification
request_tb
req_id (PK) Int(11) Request id
req_prob Varchar(20) Request problem
req_details Varchar(60) Request details
req_remarks Varchar(200) Request remarks
req_prior Varchar(10) Request priority
req_sender Varchar(70) Request sender
req_loc Varchar(20) Request location
req_pc Varchar(5) Request pc
req_dept Varchar(30) Request
department
req_date Varchar(30) Date
req_time Varchar(10) Time
req_status Varchar(20) Status
52
req_type Varchar(20) Type request
based on position
req_sender_id Varchar(10) Sender ID
user_admin
acct_id (PK) Int(11) Account ID
Uname Varchar(20) Username
Pword Varchar(100) Password
Table 7. Web-Based Support Ticketing and Queuing System’s Data Dictionary
The Table 7 shows the Data Dictionary of Web-Based Support Ticketing and
Queuing system for Asian Land Strategies Corporation. It shows the content of
the database of the system.
53
System Architecture
Figure 27. Web-Based Support Ticketing and Queuing System’s System Architecture
This figure 27. illustrates the network in Asian Land. It has a server
interconnected to each switches via single router regarding the direct route of IT
department that manages the network server.
54
Network Topology
Department user Department user
Department user
Figure 28. Web-Based Support Ticketing and Queuing System Network Topology
Figure 28. shows the network topology in a mesh topology format. It
illustrates that all users connected to it can access the system with the specific
requirements needed such as username and password. The end devices contain
three desktop computers or a laptop, one for each user level which is the admin
55
and user. The computer will produce the system that will be applied to the
devices.
Security
The Web-Based Ticketing and Queuing System for Asian Land Strategies
Corporation was created to secure service data that employees will create for
technical assistance. The system will store records and could make records if
needed. The project is only limited to Asian Land Strategies Corporation. The
security of the system will provide passwords for the employee. The admin is the
only authorized person in the company to have full access of the system.
Programming Environment
Front End
For the Front End of the project, the researchers used HTML, CSS, and
bootstrap for creating the user interface design of the project and to develop the
system. The mentioned tools are used to create great web based applications
and website for most browsers in the industry.
56
Back End
For the Back End of the project, the researchers used PHP, Apache as
the main programming language. The primary database used for storing data is
MySql, it is an open source relational database management. The main
Database Management tools used is phpMyAdmin.
Deployment Diagram
Figure 29. Web-Based Support Ticketing and Queuing System Deployment Diagram
Figure 29 shows the Deployment Diagram which illustrate that the system
will have two computers to be able to deploy the assets. The server that will be
used is CentOS and Web-Enabled Application is the software.
57
CHAPTER 4
Results and Findings
Test Plan
1. System Interfaces Test
Test Case Pre- Description Expected Actual Incident

Specification Requisites Result Result Number
WBSTQS TC1 The login Main Form The menus
button is from the menus
clicked and strip must be
correct clickable.
username and
password must
be inputted in
the textboxes.
WBSTQS TC2 Home button Home Section You can see all
must be the requests.
clicked.
WBSTQS TC3 There’s a Problem There’s a 4
dropdown Section choices which
menu for the are Hardware,
problems Software,
which should Network and
be chosen. Other.
WBSTQS TC4 You need to Problem Each problem
choose a Section has its own
specific choices, if a
problem on the specific problem
dropdown is chosen you
menu. will see another
dropdown menu
that has other
choices on it.
58

WBSTQS TC5 Clear button Clear Button Your pending
must be work must be
clicked. reset or cleared.
WBSTQS TC6 Send button Send Button Your pending
must be work must be
clicked. sent and will
lead to
confirmation
section which
confirms that
you have
successfully
sent your
request.
WBSTQS TC7 Back button Back button. It will lead you
must be back to the
clicked. home button.
WBSTQS TC8 Logout button Logout section It will lead you
must be back to the
clicked. login form.
WBSTQS TC9 Click on Home Home Button All request from
button employees will
appear
WBSTQS TC10 Click on Cancel Button Pop up window
Cancel request will appear
button confirming the
request will
disappear and
canceled.
WBSTQS TC11 Pop up Pop up The page will
window window cancel automatically
appears confirmation confirm that the
confirming request has
request to be successfully
canceled been cancelled.
WBSTQS TC12 Pressing the Back Button Page will return
back button from Home
from confirmed page where all
request has pending request
been are queued.
successfully
deleted
59

WBSTQS TC13 Press Create Create user Sign up new
User Accounts Menu user will appear
from menu list with the needed
requirements
i.e. Name &
Last name
WBSTQS TC14 Signing up Sign-up button New User will
new user be created
WBSTQS TC15 Pressing Clear Clearing It will
Button Button automatically
remove the
inserted data
given by the
admin to create
the new user.
WBSTQS TC16 Inputted wrong Incorrect If you inputted
username or username or wrong
password. password pop- username or
up window. password pop
up window will
show to remind
you inputted
wrong
information.
WBSTQS TC17 Deactivated New site If the username
account reminder for and password is
inputted. locked already
accounts. deactivated it
will lead to a
new site that
reminds that the
account is
locked.
WBSTQS TC18 Press Manage Manage User All active and
User Button Menu disabled user
account will
appear.
WBSTQS TC19 Type name on Search box Specific
search box filter accounts will
appear on the
list
60

WBSTQS TC20 Press drop Show list of Specific amount
down menu on entries of users will
show entries appear
accordingly
WBSTQS TC21 Clicking Disable button It disables a
disable button specific account
on user list and the activate
button will
appear
WBSTQS TC22 Pressing the Activate Button It activates the
activate button account from
from a being disabled
disabled user
account
WBSTQS TC23 Pressing View View Support Search by:, will
Support log on Log appear in drop
menu down menu to
filter Support
logs.
WBSTQS TC24 Logout button Logout section It will lead you
must be back to the
clicked. login form.
Table 8.
61
2. Running System Test

Specifications Requisites Result Result Number
Connected Admin Login The Admin user
WBSTQS to the server will enter his
TC 1 and Log in username and
form is password and
running will be able to
Log-in in the
system.
Admin has View All All employee
Log in to the Request request for
WBSTQS 2 system technical
TC 2 support will be
at the interface
as it is the
home page of
the system
WBSTQS There is Resolve the If the request is
TC 3 already a request already
request attended by one
created by of the technical
an employee support team
and resolve the
problem, then it
will be marked
resolved and it
will be
transferred in
the View
support log
page.
WBSTQS Login form is User login The user will
TC 4 running enter the
username and
password and if
it is successful
the user will go
directly to the
62
user’s interface.
WBSTQS User’s User’s The user’s

TC 5 Interface Interface interface
Launched includes the
following.
Create request,
view my request
and my
account.
WBSTQS Create Create The create
TC 6 request form request for request form is
is launched users to displayed and
admin can choose the
type of problem
and can write
their remarks.
WBSTQS View my User can The user can
TC 7 request is view their view their
launched request request and can
view the
queued number
of their request.
Also the user
can view the
history of their
request.
WBSTQS User’s side: View my The user can
TC 8 Can view my Account form change the
account username and
password.
63

WBSTQS User’s side: Logout The user will

TC 9 Logout is logout in the
working account and
cannot go back
to the user’s
interface unless
they login
again.
WBSTQS Admin side: Create user The admin can

TC 10 Create user form create user, can
select the floor
level,
department and
account type.
Admin side: Admin can The admin can

WBSTQS Manage manage view all the
TC 11 Users account of users, can edit
the users and disable
user’s account.
64

WBSTQS Admin side: The admin The user cannot

TC 12 Disable user can disable use the account
account user’s once the admin
account. disable it.
WBSTQS Admin side: Search box The admin can

TC 13 Search box is working search the
for users firstname,
account lastname,
username,
department, PC
number and
account type of
the users.
WBSTQS Admin side: The admin The admin will
TC14 View support can view the see all of the
log support log past request
that has been
solved.
65

WBSTQS Admin side: Logout The admin will

TC 15 Logout is logout in the
working account and
cannot go back
to the user’s
interface unless
they login
again.
WBSTQS Admin side: Live If the user send

TC 16 Live notification a request, the
notification numbering admin will
numbering automatically
receives a live
notification
number in the
home navbar. If
there are two
request the live
notification
number is set
as two.
WBSTQS Admin side: Resolved In the user’s
TC 17 Resolved Button side, in the view
my request
once the admin
click the
resolved button
the request will
automatically go
to request
history and
mark as
resolved.
66

WBSTQS Admin side: Search box The admin can

TC 18 Search box is working search all the
for view details from
support log view support
log.
WBSTQS User’s side: Edit The system will

TC 19 Account username not accept the
management username if
there is the
same username
in the system.
WBSTQS User’s side: Edit The textbox will

TC 20 Account password not accept the
management password if the
new password
and old
password are
not the same.
Limitation – 1 account for admin
Table 9
67
User Acceptance Test

SYSTEM INTERFACE SUPERIOR (4) GOOD SATISFACTORY UNSATISFACTORY TOTAL
(3) (2) (1)
1. The interface is
appropriate to Asian
Land Strategies
Corporation
2. Controls are easily

navigated
3. Text are readable
4. Features are
relevant
5. The interface is
appealing to the user
System Function
4. The system can
add request
5. The system can
Activate and disable
accounts
6. The system can
mark a request
resolved
7. The system can
mark a request
cancelled
8. The system can
search request
9. The system can
store data logs
10. The system can
create User accounts
TOTAL:
Grand Total:
Table 10. Web-Based Support Ticketing and Queuing System User Acceptance Test
Table 10. shows the User Acceptance Test table which would be the criteria for the
evaluation of the system.
68
User Acceptance Test Score Tally

SYSTEM INTERFACE Total Scores
1. The interface is appropriate to
Asian Land Strategies Corporation
2. Controls are easily navigated

3. Text are readable
4. Features are relevant
5. The interface is appealing to the
user
System Function
4. The system can add request
5. The system can Activate and
disable accounts
6. The system can mark a request
resolved
7. The system can mark a request
cancelled
8. The system can search request
9. The system can store data logs
10. The system can create User
accounts
TOTAL:
Table 11. Web-Based Support Ticketing and Queuing System
69
CHAPTER 5
Conclusions and Recommendations
Conclusions
1. List of Pending Request
The system has list of pending request that is made by the
employees. These request has an action button that can cancel and
mark the requests as resolved.
Request made by all employees will pend according to their
urgency and a prioritization for the request of the management that will
be prioritized by the system itself separated but has an order still
depending on their urgency.
70
2. A system for making request
A web application that helps the employees when needing
technical assistance. Employees can create request with this
application that doesn’t require any internet connection to access.
This system will grant them to make request through their computer
and does not require any manual process for making certain
request. The employee doesn’t need to use an office phone or go
to the IT office to request for assistance they only need to access
the web application and make their request when needing technical
assistance
3. Less delay of requests
With the system implemented on the client which is Asian
Land Strategies Corporation. The IT department can have an
organize way of providing technical assistance to other employees
and also have a proper order of providing this response to higher
management because the system provide prioritization to these
request. Request will immediately prompt to the system and these
IT staff can see the request that are need technical assistance the
request are arrange depending on the urgency and severity of the
problem.
71
Recommendations
The developers recommend to the future developers to further improve
the system by adding more features by:
 User Interface settings in admin side, the request sent by employee
may be available in grid view and thumbnail view.
 Create a live chat feature that would allow the user to contact the IT
support with the use of the system itself.
 A notification from the email of the employee that would notify
about the status of his or her request.
 Filter printing of specified details if required for their documentation.
72
References
Book Reference
Schwartz Baron, everything you need to know about Queuing Theory. Vivid
Cortex. 2015.
Electronic Reference
Tensator, 2017. Importance of Queuing. Retrieved from

https://www.tensator.com/importance-of-queuing-systems/, dated December
2018
Leater, 2019. Digital Queuing System. Retrieved from

https://leater.com/en/services/digital-queuing-system.html, dated December 2018
Wavetec, 2018. Don’t make customers wait. Retrieved from

https://www.wavetec.com/solutions/queue-management/, dated December 2018
Avenido Kemuel, 2019. Queuing Theory and Systems Simulation Study

Concepts and Methodology. Retrieved from
https://www.academia.edu/19723729/Chapter_2_Literature_Review_-
_Queuing_Theory_and_Systems_Simulation_Study_Concepts_and_Methodolog
y_, dated December 2018
nptel,. Introduction to Queuing System . Retrieved from

https://nptel.ac.in/courses/110106046/Module%209/Lecture%201.pdf, dated
December 2018
73
Appendices
74
APPENDIX A
Project Plan
Introduction
Overview
Web-based Ticketing and Queuing system is for the Technical Supports of
Asian Land Strategies Corporation. This system shows which are the requests
that needs to be more prioritized and help all the Technical Support to make sure
that all the requests by the employee are supported. The request that will be sent
to the Admin has details about the request, the sender and the location of the
sender that will help to clearly inform the Technical Support about the details of
the request that they will support.
The system has resolved button to be clicked after the support is given by the
Technical Support and Cancel if the request will not be supported. It has request
logs to view all the requests and the request’s status.
75
APPENDIX B
Software Requirements and Specification
Introduction
Purpose
This document will present the important features and complete
requirements of the proposed system entitled Web-based Support Ticketing and
Queuing System includes the scope of the system, functions and its objectives.
The purpose of SRS is to give the reader the required software specifications.
This documents include diagrams such as use case diagrams which explains
both the user’s perspective in both sides of the proposed system. The SRS also
serves as an agreement between the client and the developers on what will the
proposed system’s output and the end product. The assumed cost for the system
will be also stated and included in this document.
Document Conventions
This SRS contains the overview of the Web-based Support Ticketing and
Queuing System. The introduction in this document contains the purpose of the
system. There is also the intended audience where the proposed system will give
the best reading for the assistance it will give to these specific individuals. The
76
prioritization of the system validates specific and proper data to be implemented
on the system to properly queue any request without delay on the system. The
SRS includes the overall description, other non-functional requirement and other
requirement.
Intended Audience and Reading Suggestions
The intended audience of this SRS documents are people who related I
this study mostly the clients and the developers. The client is the one who is
going to use this proposed project. The client must also know the functions of his
or her requested system, knowing these functions will help the client use the
system in a proper manner. Most functions can be read in UML diagrams which
explains how the client can use the proposed system. The developers are the
one responsible for the system they created for their clients therefor they should
be knowledgeable of the how system works on the daily basis. The developers
must also know how the system works in the working environment.
Product Scope
The Web-based Support Ticketing and Queuing System is a system which
are used mainly by support technicians in the client business. The system make
a list of pending request needed by the technical support to aid the employees in
their troubles. The system can load request and also the system can check
77
whether this certain tasks by the support employee is finish or not. The
administrator of the system has total authority over the user’s accounts and he or
she is able to manipulate these data that are stored in the database. The product
is to help the company avoid nuisance and to help support employees in their
jobs properly.
References
Schwartz Baron. Everything you need to know about Queuing Theory. Vivid
Cortex. 2015.
https://www.tensator.com/importance-of-queuing-systems/
https://leater.com/en/services/digital-queuing-system.html
https://www.wavetec.com/solutions/queue-management/
https://www.academia.edu/19723729/Chapter_2_Literature_Review_-
_Queuing_Theory_and_Systems_Simulation_Study_Concepts_and_Methodolog
y_
https://nptel.ac.in/courses/110106046/Module%209/Lecture%201.pdf
78
Overall Description
Product Perspective
Web-based Support Ticketing and Queuing System is a system created
for Asian Land Strategies Corporation. Its main purpose is to create a
computerize ticketing and queuing system for their IT department. The request
other employee made are queued depending on their priority. The system has
records of its request which can be useful to the company. This will systematize
their work and this will also avoid confusion because their work before is manual
and time consuming. The system is designed to keep track of its request and to
have a records of all accomplished tasks.
Product Functions
The main features of the Web-based Support Ticketing and Queuing System
for Asian Land Strategies Corporation are the ff.:
 Create Request - this function is mainly for the user of the system. The
user can create specific request which will be seen by the technical
support employee on a queue.
 Activate and Disable Accounts - The Administrator has the authority to
Activate and Disable accounts of the user.
79
 Marking a request resolved – when a request is done or finish the
support employee can mark a pending request as done.
 Marking a request cancelled – when a request needs to be cancelled
the technical support can mark it as cancelled.
 Search – the system can filter a request depending on the data inputted it
can be searched by date or by phrase.
 Store Data Logs – The system has request logs to view all the requests
and the request’s status.
 Create User Account – The Administrator has the authority to create
User account.
User Classes and Characteristics
The Web-based Support Ticketing and Queuing System offers a way easy
request system which will help the employees of the client’s company. This
request can be prioritized by the system to properly arranged it in the pending
list. There are 2 user levels the administrator which is also the technical support
employee and the users the other employees outside the IT department including
higher ranking employees. Both admin and the user can use the system. The
admin has full authority over the system which he or she can manage the
80
accounts and request of the other employee. The user can only create request
and edit its own account while the admin has the ability to access all data within
the system.
Operating Environment
Hardware Requirements for Implementation

Desktop 4 GB RAM or higher, and
Table 12. Web-Based Support Ticketing and Queuing System hardware requirements for
implementation
Table 12. shows what are the hardware requirements needed for the
system to work when implementing the system.
Software Requirements for Implementation
Software
browser.
Database MySQL
Table 13. Web-Based Support Ticketing and Queuing System software requirements for
implementation
81
Table 13. shows the software requirements for the system to work when
implementing the system.
Design and Implementation Constraints
For the system to work, the user must have a desktop with USB keyboard
and a mouse a standard monitor and a desktop must have these minimum
requirements of 1GB RAM and 4 GB RAM or higher, and Processor: 1GHz or
2GHz to properly run the system. The system can be easily learned by the users
as it is like any standard website. The system is only intended for the client which
Asian Land Strategies Corporation.
Assumptions and Dependencies
When creating a request, the system prioritized the level of its significance
therefor these levels can affect the request made by other users depending on
their level. Request must be put on detail for the system to queue it properly in
the pending list. Using other browsers with exception of the stated browser in
table 2 might lead to complication of the system. Windows 7 or higher are the
most required for the system to work properly. It also filters assistance request
which can track down request made by the company’s employees. To access the
system, it is recommended to have a username and a valid password.
82
External Interface Requirements
User Interfaces
The Web-based support Ticketing and Queuing System which create
categories when creating a request by the user/employee. The user first must
login inputting the right password and username. Then it will proceed to the
create request first but other menu selection can be found within the page. When
creating a request, a dropdown menu will appear stating that what type of
problem you encounter it will categorize in to five main problems then another
drop down menu will appear completing the request of the employee. This
request will be seen in the admin side where it is queued along with the other
request.
Figure 30 Web-Based Support Ticketing and Queuing System
Figure 30 shows the log in form of the system.
83
Figure 31 Web-Based Support Ticketing and Queuing System
Figure 31 shows the creating of the request by the user.
Hardware Interfaces
The hardware used for implementation would be a desktop. The desktop
would be the main tool for operating the system and the desktop with right
requirements will be the main hand in changing any necessary data needed. The
server will connect the laptops of the company to the database of the system.
84
Software Interfaces
MySQL serves as the main database management system for the system.
With minimum requirements from Table 2 the system would run with Windows 7
or higher as its operating system but the most recommended is the latest
operating system.
Communication Interfaces
The communication of the system is a local network in which is connected
within a certain area. This make the system only available to one area which is in
the company. The system will not be accessed outside the company which
makes the system safe to any possible threat outside to some extent.
System Feature
4.1 Login
4.1.1 Functional Requirements
The system features log in in which both the user and admin
must have a password and a username to access the main page.
REQ-1 User Login Interface
85
4.2 Request Support
The user will have to click the drop down menu to see which
problem he or she encountered.
REQ-1 Dropdown Menu
4.3 Show Record
The system store records of its request.
REQ-1 Database server
4.4 Activate Disable an account
4.4.1 Functional Requirement
This allows the admin to activate or disable an account at
any time.
REQ-1 Database server
REQ-2 Disable & Activate user interface
86
4.5 Marking Request Solved
4.5.1 Functional Requirement
This allows the admin to completely finish a request when it
is accomplished.
REQ-1 Resolve UI
Other Nonfunctional Requirements
Performance Requirements
Other activities on the desktop is recommended to stop if necessary to
avoid logging and delays of the system UI.
Security Requirements
The Web-Based Ticketing and Queuing System for Asian Land Strategies
Corporation was created to secure service data that employees will create for
technical assistance. The system will store records and could make records if
needed. The project is only limited to Asian Land Strategies Corporation. The
security of the system will provide passwords for the employee. The admin is the
only authorized person in the company to have full access of the system.
87
Software Quality Attributes
 Reliability- the system is stable and consistent
 Easy to use – all the options are already available and provided by the
interface.
 Usability – the system already has the tools the employee need to operate
it properly in creating technical support request.
 Availability – the system can be accessed on every desktop within the
company.
Other Requirements
 Users – Users are required to be an employee of Asian Land Strategies
Corporation they will be given a username and a password by the
company.
English Editing Certificate

Testing Tools
Sample Input / Output Reports
Requirements Elicitation Questionnaire
Users Guide
Other Relevant Documents
Accomplished Forms
88
Curriculum Vitae
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The Problem and its Background

in a company decreases human workload by developing automated process, for

that reason, customers will be gratified in their service.

This project is a combined queuing and ticketing system. The project is a

support more efficient.

Background of the Study

This study focuses on the needs of a business concerning about ticketing

immediately to these employees. These employees needed request for the

event that an employee demanded a specific request whether it is for technical

problem or work related. The ticketing system collects information given by a

user or an employee and to be managed accordingly, whichever comes first from

Business owner becomes worried about their employees having technical

more efficient work from the employees of a given business or institution.

The study was concentrated on the creation of queuing and ticketing

system to organized and managed request of the employees in Asian Land

Strategies Corporation. The Figure 1 illustrates the conceptual framework of the

Web-based support Ticketing and Queuing system.

Figure 1 Ticketing and Queuing System Conceptual Framework

projects. Conceptualizing is the forming of an idea on what will become of the

Support Ticketing and Queuing System.

Objectives of the Study

1. To facilitate technical assistance efficiently on the employee request.

2. To develop an application that will give the employees an easy way to

request for technical assistance.

3. To solve the disorder caused by manual requesting for technical

4. To avoid redundancy in making constant request for technical support.

5. To lessen complaints and delays of the employees.

1. The request of the employee can be specified onto different levels

depending on the situation.

2. The system’s priority level is predefined.

resolved request after being assisted.

5. The Admin can print request record of the employees.

7. The application can submit the request of the employee.

8. The system can manage the request that should be prioritized.

9. The proposed system has real time update.

2. The system has no live feature.

3. It is designed for desktop application only.

4. The request can be done only during office hours

Significance of the Study

Corporation. To provide the company more organize way of technical support

assistance for the customers and employees of Asian Land Strategies

Corporation. To help the company to look more professional.

Employee. To lessen complaints and have relax atmosphere because of

good service experience. To make a request with an ease and efficient.

Technical support. To simplify interactions with the employees, because of

Future researchers. To have a basis in them on their future research

relating to ticketing and queuing system.

account, manage account, monitor and support log.

MySQL. It is an open source relational database management system

used for the stated system as the database server.

Ticketing System. Helps in sending out updates on the status of the

customer’s request easier.

Queuing System. Is used to control queues of people and organized

Employee. It is the person that refers to staff who wants to be aided in

Ticketing and Queuing System. A combined system that is used to help

service from the business.

Review of Related Literature and Studies

This chapter contains journals and articles written by professionals which

project. There were professionals and students who studied possibilities of a

queuing or ticketing system, it helps IT support to be organized, focused, efficient

Review of Related Literature