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Interface design for a modern software ticketing system

This paper describes issues in the design of IT-centric trouble-ticketing applications. Two prototypes are presented. The first introduces a user-centric, web accessible thick client interface that seamlessly integrates features most commercial companies offer only as bolt-on, value-added additions. The second prototype is an HTML-designed, calendar-centric ticketing application that provides unique affordances to helpdesk technicians. Expert evaluations show both models are superior to current systems. Implementation issues are discussed.