The purpose of this diploma thesis was to develop a ticketing system in Microsoft Axapta on behalf of Softsite AG. Axapta is a widely known ERP System that offers integrated development tools to create additional components. During our first problem analysis, we discovered that our system needed to become more than a mere ticketing system. Therefore, we came up with the idea of an Action Management System.

Its main purpose is to handle and store different kinds of actions in a similar manner. An action can result from a ticket, a project task, or even a web ticket created by the customer over the internet. The concept of unifying different kinds of actions within a single application allows us to provide a variety of new functions to support customer responsiveness.

A customer representative who creates a trouble ticket for a customer request might not be able to solve the problem by himself. In this case, he can forward the action to another employee of the company. An action can also be split into new actions so that different persons can work on it at the same time. Graphical features such as a tree view help to keep track of all forwarded and split actions. Release management functions were implemented to keep track of all customer updates.

Our Action Management System also serves as a comprehensive controlling instrument for managers. With its reporting functions, managers are able to check on current actions and their overall status. Our system can also be used to monitor response times defined in SLAs. Employees can report the time they invested for working on a specific action and use the knowledge base to search for solved problems.

To meet the customers contemporary needs, we developed a web portal for our system. This web portal is based on the Microsoft Internet Information Server and uses the Axapta COM Connector to access objects of the business logic. The web portal allows customers to create web tickets and to check on their status.