According to the RFQ, the existing ticketing system was developed internally and is used by human resources, IT, finance, purchasing, contracts, maintenance, the mail room, records, the print shop and other business units.
To qualify for the opportunity, the proposed solution must be easy to use, assign requests to each unit’s staff members, and close out tickets. There are about 1,400 potential ticket submitters.
The minimum requirements for the system include:
- Providing a detailed overview of active ticket assignments
- Having the least amount of internal maintenance possible by not needing an administrator to implement and maintain the system
- Providing clear and available ticket history up front, including the chain of custody
- Allowing ticket submissions via email, help desk application or web interface
- Generating reports as needed
