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Publicação
Automação de processos de gestão de suporte informático
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| 4.28 MB | Adobe PDF |
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Orientador(es)
Resumo(s)
The Central Services of the University of Lisbon coordinate, organize and support all the entities that make up the University of Lisbon, in the various areas of activity and support for the Rector and the Rector’s Team, without prejudice to the competences of the Schools’ own governing bodies. The various organizational and logistical operations are a major challenge, including managing requests to the IT Department’s support team. These processes involve a lot of manual work and the automation of tasks solves this problem and frees up human resources to focus on more strategic and creative activities. Automated systems not only speed up the execution of tasks, but also reduce errors and allow procedures to be better defined, providing a more reliable environment for growth. In addition, the development of customized applications makes it possible to adapt technological solutions to specific needs, promoting smoother and more effective integration. To organize user requests and problems, Central Services uses OTRS, an open source helpdesk and ticketing solution. This project accompanies the change of version of OTRS to Znuny and aims to create a front end in OutSystems for the user to interact with the support team.
Descrição
Tese de Mestrado, Engenharia Informática, 2025, Universidade de Lisboa, Faculdade de Ciências
Palavras-chave
Ticket management Znuny OutSystems OTRS ITSM