Custom Help Desk/Data Management
$500-7000 USD
Paid on delivery
The IT Department of HearUSA Inc. is seeking an experienced coder to create a custom Help Desk/Data Management application. The software will be used by 5-10 technicians and will be used to help maintain information and data regarding the IT Department and the people, hardware and software it manages.
**The Must Haves:**
1) Must be PHP/MySQL based and secure.
2) Must be able to communicate with LDAP/AD for user authentication.
3) Must be able to enter custom data at any time, i.e. create custom fields for the asset management and ticket tracking.
4) Must be able to management multiple assets of different types, including hardware and a little software.
5) Asset management must be able to track the 5 W's (who, what, where, when and why).
More information will be given upon acceptance.
For a comparison of what we would like, please review other 3rd party programs such as Web Help Desk, Adventnet ServiceDesk and others.
## Deliverables
Including information you have already read, below is what we require. As far as tweaking and customizations go, please contact us directly.
1) The software must be all-in-one and must contain the following separate "modules":
1a) Help Desk, Asset Management, Project Management, System Monitoring, Acquisition Management, Account Management, Data Management.
1b) Please see the "terms" below for a brief description of each required module.
2) The software must include three sections. They are: A section for the technicians, a section for the "managers", and a section for the end-users.
2a) The technicians must be able to manage every module in the software.
2b) The managers must be able to manage/view Help Desk tickets according to specific authorizations. i.e., each manager will be assigned a Region. When a ticket is created for an end-user in that region the manager for that region must be able to log in and view/manage the tickets.
2c) The end users must be able to log in to the software and submit tickets.
3) The software must be able to support custom fields for every module. We must be able to include custom data at any time.
4) The software must allow LDAP/AD authentication for end users. We DO NOT want users to create accounts. We want them to use their existing Active Directory accounts to log in. Only the technicians will have custom accounts.
**Definition of terms:**
Help Desk: We require an advanced Help Desk portal. The technicians must be able to enter data from phone calls and emails. This data can include, but is not limited to, a name, phone number, email address, center number, employee ID number, date, description of call, subject of call, priority, urgency, and more. The end users must be able to log into the Help Desk and submit their own tickets. We must be able to include custom fields for different categories for both end users and techs. The Help Desk module must be able to auto-create tickets when an email is sent to a specific address, there inbound and outbound email features are required.
Asset Management: We require the ability to manage many assets including, but not limited to, computers, printers, faxes, monitors, peripherals, etc. We must be able to track the asset from set up to departure. We must be able to record detailed information about the asset including it's vendor, warranty information, serial numbers, asset tag numbers, barcodes, and more. We will pay extra if you include a feature to print bar codes. The Asset Management module must be able to log and monitor assets in multiple locations and regions.
Project Management: We require the ability to management small-scale projects within our department. We need the ability to enter data about the project and track it's progress from start to finish. We must be able to assign users to certain parts of the project.
System Monitoring: We require the ability to monitor our internal network. This can be done with simple ping requests. We must be able to see if servers are online and we need to record their uptime. If a server goes down the software must be able to auto-open a ticket and email a tech to report its downtime.
Acquisition Management: One primary aspect of our company is our acquisition of new "centers." When we purchase a center, our IT department must track certain information about that center including it's location, it's hardware inventory, and more. We also must be able to track our services to that center including phone service and Internet service. This module is an absolute must have.
Account Management: We require the ability to mantain information on our telecom information for our centers. Including phone and Internet bills.
Data Management: This is a simple data module we would like. It should be all custom fields and basically we just need the ability to store misc. information about our centers as we see fit.
For detailed information, please contact us.
* * *This broadcast message was sent to all bidders on Monday Oct 6, 2008 10:05:08 AM:
Notice to all bidders. We are currently in the process of finalized a document to explain, in detail, what we're looking for. This document will be issued to all the prospective coders. If you do not receive a copy of this document by the end of tonight (10/06/08) then I am sorry, but you were not chosen as a possible coder for our company. Ultimately, the decision as to which coder we will choose will be based upon experience and price. The coder with the most experience, cheapest bid and most knowledge about what we need will be chosen to work with HearUSA. Thank you all for your looking at our request and have a great day. Regards, Ryan Conard HearUSA IT Services
Project ID: #3279232