The document outlines a project developed by Brainvire Infotech for Times Group, involving a web and mobile ticketing system to streamline IT service requests across devices (iOS, Android, and Windows). Key features include user registration, ticket tracking, real-time updates, and a management dashboard for support teams. The development emphasized cross-platform compatibility, user-friendly design, and integration with existing systems to enhance workflow efficiency.

1. Case Study Incidence
Tracking System – Times
Group
Brainvire Infotech Pvt. Ltd
www.brainvire.com
http://www.brainvire.com © 2014 Brainvire Infotech Pvt. Ltd info@brainvire.com

2. Client Requirement
TimesGroup has decided to mobilize their Ticketing System for the IT services.
They would like their employees to use the mobile application and raise the
tickets for any IT related issues. Key objective of the initiative are as below:
➢ The client required a web application as well as a mobile app based on iOS,
Android and Windows 8 Phone to effectively raise and manage their tickets for
the entire organization. The TGIT Solution will automate the manual processes,
perform the business more efficiently, help save time and improve workflows
with consistent processes and quality standards
➢ Utilization of new Mobile technology.
➢ Employees can raise and track the tickets from anywhere and anytime.
➢ Real time updates to the respective department support team.
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3. Client Requirement
The client wished the TimesGroup employees will register and login in the mobile
application.
They can raise the tickets using the mobile application. They can track all the
tickets with the current status.
They can check the FAQs too on the mobile application. The mails will be sent to
the respective support team whenever any ticket is raised.
The Support team will have their own web access to check any generated tickets
and then they can add the same ticket on TOIs existing ticketing system and
update the status on this system.
The support team will update the tickets on the timely manner on this web portal.
The super admin will be there who can set the categories and manage the
respective support team members for all the categories. The super admin can
generate the ticket status report and also export it to the excel.
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4. The app contains features such as:
➢ User Activation
➢ HelpDesk
➢ Add New Requests
➢ My Requests
➢ FAQ Screen
➢ Speak To Help Desk
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5. Project Challenges
➢ The app to run smoothly on all the versions of iPhone,Android and
Windows Phone 8 with optimized resolution.
➢ Cross-platform compatibility for different platforms such as iOS, Android
and Windows Phone 8.
➢ Maintaining cross-platform local database compatibility.
➢ Extensive research was carried by the team on JavaScript AngularJS to
extend the HTML functionality of the application.
➢ Maintaining cross-platform syncing and database compatibility using
HTML5 Local Storage.
➢ Maintaining the functionality of the web app right in the palm of your hand
thereby making it easy to collaborate with team members anytime,
anywhere.
http://www.brainvire.com © 2014 Brainvire Infotech Pvt. Ltd info@brainvire.com

6. Technologies Used
Operating System & Server
Management
iOS, Android, Windows Phone 8, Multi-Server
Architecture with Staging & Production
Environment through Version Controlling
releases, Server Optimization, Security &
SSL Implementation, Alert Monitoring System
Integration, Server Performance Tuning at
regular intervals,Software Firewall Configuration
& Maintenance
Development Tools & Environments PhoneGap Cordova, iOS SDK, Android SDK,
Windows SDK, AJAX, HTML5, JavaScript
AngularJS, CSS3etc.MVC 4.0, .Net Framework
4.0, ASP.Net, C# etc.
Database HTML5 Local Storage Database Server,MySQL
Database Server(Web), DB Clustering, DB
Optimization, Master SlaveReplication, Query
Optimization, Scheduler for Backups
http://www.brainvire.com © 2014 Brainvire Infotech Pvt. Ltd info@brainvire.com

7. Manpower
Project Leader 1
Developers 2
Designers 2
Quality Assurance Testers 2
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8. Development Highlights
The ticket management solution is a web and mobile app that effectively
manages tickets and helps the organization and individuals to organize their
tickets. With a simple to use interface, the users can begin scheduling,
assigning and creating tickets within seconds. No lengthy user manuals, no
learning curve and no training sessions are needed at all. The ticket
management solution is designed to be easy to use so that individuals can
focus more time on their work.
http://www.brainvire.com © 2014 Brainvire Infotech Pvt. Ltd info@brainvire.com

9. Development Highlights
The following features were incorporated while designing and developing the
application:
➢ Central starting point
➢ Access to individuals
➢ Add and assign Tickets
➢ Overview of Ticketing system
➢ Create and manage Tickets
➢ Get the complete insight for your ticket.
http://www.brainvire.com © 2014 Brainvire Infotech Pvt. Ltd info@brainvire.com

10. Sources :
http://www.brainvire.com/incidence-tracking-system-
times-group/
Contact Info : 1-631-897-7276
Email : info@brainvire.com
Website : www.brainvire.com
http://www.brainvire.com © 2014 Brainvire Infotech Pvt. Ltd info@brainvire.com

11. Contact Us
https://www.facebook.com/Brainvire
https://twitter.com/Brainvire
http://google.com/+Brainvire
http://www.linkedin.com/company/brainvire-infotech-
pvt-ltd
Contact Info : 1-631-897-7276
Email : info@brainvire.com
Website : www.brainvire.com
http://www.brainvire.com © 2014 Brainvire Infotech Pvt. Ltd info@brainvire.com