A STUDY OF AN ISSUE TICKETING SYSTEM :CAMI

(COLLABORATIVE AGILE MANAGEMENT INTERFACE)

Adarsh Agnihotri Suraj Singh Javitri Shukla

Role: Team Member Role: Team Member Role: Team Member
Dept. Name: Computer Science Dept. Name: Computer Science Dept. Name: Computer Science
Engineering Engineering Engineering
Organisation: Naraina Vidya Organisation: Naraina Vidya Organisation: Naraina Vidya
Peeth Engineering and Peeth Engineering and Peeth Engineering and
Management Institute Management Institute Management Institute
City, Country: Kanpur, India City, Country: Kanpur, India City, Country: Kanpur, India
Email Address: Email Address: Email Address:
[email protected] [email protected] [email protected]

Mr. Alok Yadav

Role: Guide Mr. Atul Mathur
Dept. Name: Computer Science Role:Supervisor
Engineering Dept. Name: Computer Science
Organisation: Naraina Vidya Engineering
Peeth Engineering and Organisation: Naraina Vidya
Management Institute Peeth Engineering and
City, Country: Kanpur, India Management Institute
Email Address: City, Country: Kanpur, India
[email protected] Email Address:

I. ABSTRACT

The MERN-based Issue Tracking System is a

support teams hampers the timely resolution of issues,
comprehensive solution designed for efficient issue
further exacerbating the problem.
management. With user registration, ticket generation,
Furthermore, security concerns arise when dealing with
status tracking, and logging capabilities, it enhances
sensitive information related to issues. Without proper
productivity and customer satisfaction. The system's user-
authentication mechanisms, unauthorised access to the
friendly interface enables easy navigation and secures
system and the potential compromises of user data
access through JWT authentication. It facilitates effective
become significant risks. To tackle these challenges, there
communication and collaboration between users and
is a need for an Issue Tracking System based on the MERN
support teams, ensuring prompt issue resolution. By
stack that provides a user-friendly interface, efficient
centralising issue tracking and providing real-time
ticket management, robust security measures, and
updates, the system empowers organisations to streamline
effective communication channels. By addressing these
processes, deliver exceptional customer support, and
issues, the system aims to enhance productivity, improve
improve operational efficiency. It serves as a valuable tool
customer satisfaction, and streamline issue-resolution
for organisations seeking to optimise their issue
processes within organisations.
management workflows and enhance overall productivity.

III. INTRODUCTION
II. PROBLEM STATEMENT
In today's fast-paced and technology-driven world,
Inefficient issue management can significantly impact efficient issue management is crucial for organisations to
an organisation's operations, customer satisfaction, and ensure smooth operations, timely resolution of problems,
overall productivity. Traditional manual tracking and and high customer satisfaction. The Issue Tracking System
resolution methods often result in delays, based on the MERN (MongoDB, Express.js, React.js,
miscommunication, and a lack of transparency. This Node.js) stack offers a comprehensive solution to address
necessitates the need for an effective and streamlined this need. This introduction provides an overview of the
Issue Tracking System based on the MERN (MongoDB, system and highlights its significance in the organisational
Express.js, React.js, Node.js) stack to address these context.
challenges. The problem lies in the absence of a The Issue Tracking System serves as a centralised platform
centralised platform that can efficiently capture, track, for capturing, tracking, and resolving issues, incidents,
and resolve issues within an organisation. Without such a and tasks. It enables users to log issues, assign priorities,
system, organisations struggle to prioritise, assign, and and monitor their progress in a structured manner. By
monitor the progress of issues, leading to inefficiencies, leveraging the power of the MERN stack, the system
unresolved problems, and frustrated customers. combines a robust database, a flexible backend
Additionally, the lack of effective communication and
collaboration between users and
framework, and a dynamic front-end user interface to The system also incorporates advanced features such as
deliver a seamless experience. The primary objective of the ticket prioritisation,assignment to support teams, and
efficient search functionalities to optimise issue resolution.
Issue Tracking System is to enhance productivity, improve Moreover, the Issue Tracking System emphasises security
customer satisfaction, and streamline issue management and authentication to protect user data and ensure system
processes. It achieves this by providing a user-friendly integrity. Features such as logging and conversation
interface that allows users to easily create and manage history enable the documenta
tickets, track their status, and access relevant information.
res that only authorised users can access and interact with In conclusion, the literature highlights the significance of
the system, thereby maintaining confidentiality and trust. issue-tracking systems in modern organisations and the
Additionally, effective communication and collaboration advantages of using the MERN stack. The studies
between users and support teams are facilitated through emphasise user-friendly interfaces, efficient ticket
features such as logging and conversation history. These management, robust security measures, and effective
features enable the documentation of interactions, communication as critical aspects of successful issue-
allowing for a comprehensive view of issue resolutions and tracking systems. By considering these factors,
promoting transparency and accountability. organisations can implement an effective and efficient
In conclusion, the Issue Tracking System based on the issue-tracking system to enhance productivity, improve
MERN stack plays a pivotal role in modern organisations customer satisfaction, and streamline their issue-
by providing a comprehensive and efficient platform for management processes.Node.js is a powerful backend
issue management. By streamlining processes, improving framework that offers robust capabilities for handling
communication, and enhancing user experience, the requests and managing the business logic of an
system empowers organisations to address issues application.
promptly, deliver exceptional customer support, and drive
overall operational efficiency. V. PROJECT AIM

IV. LITERATURE REVIEW This project aims to develop an efficient and user-friendly
Issue Tracking System based on the MERN (MongoDB,
The issue-tracking system is a critical component of Express.js, React.js, Node.js) stack. The system aims to
modern organisations, allowing them to effectively streamline the process of issue management, improve
manage and resolve various issues, incidents, and tasks. communication and collaboration between users and
Extensive research has been conducted in the field of support teams, and enhance overall productivity within
issue-tracking systems, focusing on different technologies organisations.
and frameworks. The project aims to provide a centralised platform for
One widely adopted technology stack for building issue- capturing, tracking, and resolving issues, incidents, and
tracking systems is the MERN stack, which consists of tasks. It aims to offer a user-friendly interface that allows
MongoDB, Express.js, React.js, and Node.js. Researchers users to easily create and manage tickets, track their
have highlighted the benefits of using the MERN stack in status, and access relevant information. The system will
terms of scalability, flexibility, and performance. The incorporate advanced features such as ticket prioritisation,
NoSQL nature of MongoDB enables efficient data storage assignment to support teams, and efficient search
and retrieval, while Express.js and Node.js provide a functionalities to optimise issue resolution.
robust backend framework for handling requests and Moreover, the project aims to implement robust security
managing the business logic. React.js, as a front-end measures, including JWT authentication, to protect user
library, offers a dynamic user interface with reusable data and ensure system integrity. It aims to facilitate
components, enhancing the overall user experience. effective communication channels and provide real-time
Studies have also emphasised the importance of user- updates to keep all stakeholders informed about the
friendly interfaces and intuitive navigation within issue- progress and resolution of issues. By achieving these aims,
tracking systems. A well-designed user dashboard allows the project seeks to enhance productivity, improve
users to easily create new tickets, track their status, and customer satisfaction, and streamline issue management
access relevant information. Features such as ticket processes within organisations, ultimately contributing to
prioritisation, assignment to support teams, and efficient their overall success and efficiency.
search functionalities have been identified as key factors
contributing to the effectiveness of issue resolution. VI. METHODOLOGY
Furthermore, security and authentication mechanisms
play a crucial role in protecting user data and ensuring
This section presents the methodology employed in this
system integrity. Implementing JWT authentication
research, focusing on the development process and
provides secure access to the system, ensuring that only
architectural aspects of a web application using the MERN
authorised users can create and manage tickets. Research
stack (MongoDB, Express.js, React, and Node.js). The
has demonstrated the significance of robust security
folder structure, frontend and backend dependencies,
measures to maintain user trust and confidentiality.
development tools, data management, security measures,
Collaboration and effective communication between users
testing and deployment strategies, as well as ethical
and support teams have been recognized as essential
considerations, are discussed in detail.
elements of successful issue-tracking systems.tion of
interactions, allowing for a comprehensive view of issue
resolutions. Real-time Notifications and updates inform 1. System Architecture and Technologies:
stakeholders and facilitate prompt responses to critical The MERN stack, comprising MongoDB, Express.js,
issues. React, and Node.js, provides a comprehensive framework
for building full-stack web applications. MongoDB, a 6. Security Measures:
NoSQL database, facilitates flexible and scalable data To address security concerns, the application employs
storage, while Express.js, a web application framework for bcrypt for password hashing, ensuring sensitive user
Node.js, handles server-side operations. React, a information remains protected. JSON web token enables
JavaScript library, empowers the creation of interactive the implementation of token-based authentication,
user interfaces, and Node.js enables server-side JavaScript providing secure access to protected routes. Additionally,
execution. This research leverages the strengths of these dotenv allows the secure configuration of environment
technologies to develop a robust and efficient web variables, while helmet enhances security by setting
application. appropriate HTTP headers. The joi library assists in
validating and sanitising user input, reducing the risk of
2. Folder Structure: malicious data injection. Logging of HTTP requests is
The project follows a structured folder organisation to facilitated by Morgan, and nodemailer facilitates email
enhance modularity, code reusability, and maintainability. communication for various functionalities. The Redis
The "components" directory encompasses individual library offers caching mechanisms to improve
components such as "add-ticket-form," "login," "ticket- performance and reduce server load.
table," etc., each serving a specific purpose in the
application. The "pages" directory contains pages like
"dashboard," "new-ticket," "registration," etc., which
represent distinct sections and functionalities. The
VII. RELATED WORK
"layout" directory manages the overall structure and
design of the application, providing consistency
throughout the user interface. When it comes to researching issue ticketing systems,
there are several areas you can explore. Here are some
3. Frontend and Backend Dependencies: related works and research papers that can provide
The front end of the application relies on various insights into this topic:
dependencies to streamline development. React, React 1. "A Review of Issue Tracking Systems" by S. Krishna and
Bootstrap, React Redux, React Router DOM, Axios, N. Senthil Kumar: This paper provides an overview of
Bootstrap, Prop Types, React DOM, and React Router various issue tracking systems, their features, and their
Bootstrap are employed to facilitate user interface applications. It discusses different methodologies and
development, state management, routing, and HTTP techniques employed in issue-tracking systems and offers
communication. a comparative analysis.
On the backend, Express.js serves as the web application 2. "Towards a Structured Approach to Bug Reporting and
framework, MongoDB acts as the database management Tracking" by A. van der Hoek et al.: This paper presents an
system, and Mongoose provides an Object-Data Modeling empirical study of bug reporting and tracking practices in
(ODM) solution. Additionally, other dependencies such as open-source software projects. It highlights the challenges
bcrypt, JSON web token, dotenv, helmet, joi, morgan, faced by developers in the bug-reporting process and
nodemailer, and redis are employed for password proposes guidelines for improving issue-tracking systems.
encryption, token-based authentication, environment 3. "Automated Bug Triaging using Machine Learning" by
configuration, security enhancements, data validation, A. Lamkanfi et al.: This research paper explores the
request logging, email functionality, and caching application of machine learning techniques in automating
respectively. the bug triaging process. It discusses the use of various
classifiers and features for predicting bug severity and
4. Development Environment and Tools: assigning bugs to the appropriate developers.
The development process employs Nodemon, a tool that 4. "Improving Software Maintenance and Evolution
automatically restarts the server upon file changes, through Bug Localization" by G. Bavota et al.: This paper
reducing downtime during the development phase. Axios focuses on bug localization techniques, which aim to
simplifies the handling of HTTP requests and responses identify the source code locations responsible for software
between the frontend and backend. Prop Types assist in bugs. It discusses different approaches, such as text
defining component prop types, ensuring data retrieval and machine learning, and evaluates their
consistency. Furthermore, React Scripts, a set of pre- effectiveness in localising bugs.
configured scripts, enables efficient application 5. "An Empirical Study of Bug Report Characteristics and
development. Developer Activity in Mozilla Firefox" by B. Ray et al.: This
research paper analyses bug report characteristics and
5. Data Management and Communication: developer activity in the Mozilla Firefox project. It
The application utilises MongoDB, a document-oriented investigates factors that influence bug resolution time and
NoSQL database, for data storage and retrieval. identifies correlations between bug report attributes and
Mongoose, an Object-Data Modeling library for MongoDB, developer engagement.
offers a convenient interface for defining database
schemas and interacting with the database. Data VIII. RESEARCH GAP
communication between the frontend and backend is
accomplished using APIs and HTTP requests, facilitated 1. "A Review of Issue Tracking Systems" by S.
by Express.js. React Redux, an implementation of Redux Krishna and N. Senthil Kumar:
for React applications, centralises the application state ● Research Gap: While the paper provides an
management, enhancing performance and facilitating overview of different issue-tracking systems, a
efficient data flow. potential research gap is the lack of an in-depth
analysis of the strengths and weaknesses of each
 system. Further investigation could focus on
evaluating the scalability, performance, and IX. PROPOSED SYSTEM
customization capabilities of these systems.
The objective of this research was to develop an issue
2. "Towards a Structured Approach to Bug ticketing system using the MERN (MongoDB, Express.js,
Reporting and Tracking" by A. van der Hoek: React.js, Node.js) stack. The implementation involved
● Research Gap: The paper proposes guidelines utilising various dependencies and following a well-
for improving issue tracking systems, but a structured folder hierarchy. The system incorporated
research gap is a need for empirical validation of essential technologies such as "@reduxjs/toolkit,"
these guidelines. Further research involves ● "Bcrypt,"
conducting experiments or case studies to ● "Body-parser,"
evaluate the effectiveness and impact of ● "cors,"
implementing these guidelines in real-world ● "Dotenv,"
scenarios. ● "Express,"
● "Helmet,"
3. "Automated Bug Triaging using Machine ● "Joi,"
Learning" by A. Lamkanfi .: ● "JSON web token,"
● Research Gap: The paper explores machine ● "MongoDB,"
learning techniques for bug triaging, but a ● "mongoose,"
potential research gap could be the need for ● "Morgan,"
comparative evaluations of different machine ● "nodemailer,"
learning algorithms. Further research involves ● "redis" for the backend, along with frontend
benchmarking various classifiers and analysing dependencies including
their performance in terms of accuracy, ● "React,"
precision, recall, and other relevant metrics. ● "React Bootstrap,"
4. "Improving Software Maintenance and ● "React Redux,"
Evolution through Bug Localization" by G. Bavota.: ● "React Router DOM,"
● Research Gap: The paper discusses bug ● "Axios,"
localization techniques, but a research gap was ● "Bootstrap,"
the exploration of novel approaches for ● "Nodemon,"
improving the accuracy and efficiency of bug ● "Prop Types,"
localization. Further investigation was focused ● "React DOM,"
on integrating multiple data sources, leveraging ● "React Router Bootstrap,"
program analysis techniques, or incorporating ● "React Scripts."
user feedback to enhance bug localization
results.
5. "An Empirical Study of Bug Report The project was organised into components and pages
Characteristics and Developer Activity in Mozilla within the folder structure. The components folder
Firefox" by B. Ray.: encompassed several subfolders, such as "add-ticket-
Research Gap: While the paper analyses bug form," "breadcrumb," "login," "message-history,"
report characteristics and developer activity, a "password-reset," "private-route," "registration-form,"
research gap was the exploration of strategies "search-form," "ticket-table," "update-ticket," and
for improving bug resolution time. Further "layout." The pages folder consisted of subfolders like
research could investigate the impact of "dashboard," "entry," "new-ticket," "password-reset,"
automated bug triaging, workload distribution "registration," "ticket," "ticket-list," and "user-verification
techniques, or collaboration mechanisms on
reducing bug resolution time.
These research gaps provide potential avenues
for further investigation and can inspire future
research to address specific limitations or
unanswered questions in the respective areas of
study.
 Overall, this research paper establishes a foundation for
future research and development in the domain of issue
ticketing systems based on the MERN stack. It serves as a
valuable resource for developers and researchers seeking
to construct similar systems and encourages further
exploration of this technology stack within the context of
CONCLUSION issue tracking and management.

In conclusion, this research paper accomplished the

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