SCHOOL OF COMPUTER SCIENCE AND INFORMATION SYSTEMS

(SCORE)

Fall Semester 2024-25

Submitted in partial fulfillment for the course

SWE 2027 - Knowledge Management System

Under the Faculty of

Mr. Hari Ram Vishwakarma Sir

Senior Professor,SCORE, VIT, Vellore

A JComponent project report on

Hostel ticket Management system

By

J .Dinesh Choudhary 21MIS0010.

Prathamesh Sanjay Nalage 21MIS0218 .
Sparsh Rajvanshi 21MIS0253.
 1. Project abstract :

The Hostel Ticket Management System is a simple platform that allows hostel students to easily report is-
sues or request help for matters like mess quality, room maintenance, cleaning, and other hostel needs. Each
ticket is sent to the right department—such as staff, wardens, or managers—ensuring quick action and mak-
ing hostel life easier and more comfortable for students.

2. Introduction :
a. General overview or background of the project topic/domain
The Hostel Ticket Management System is designed to streamline the process of reporting and resolving is-
sues for hostel residents. In large hostels, students often face delays when addressing concerns such as mess
quality, room maintenance, and cleaning. Traditional methods are inefficient, which can lead to miscommu-
nication. This system provides an easy-to-use digital solution to tackle these problems.

Key features of the Hostel Ticket Management System

Easy Ticket Creation: Students can quickly raise tickets for issues like mess, maintenance, and cleaning.
Automated Ticket Routing: Tickets are automatically directed to the right department (warden, staff, or man-
agement).
Status Tracking: Students receive updates on their tickets, keeping them informed.
Efficient Resource Management: The system helps allocate resources based on recurring issues.
Enhanced Accountability: Clear records of each ticket ensure timely responses and resolution.

b. Literature survey

URLs of References Description of Key Functionalities Limitations or Remarks, if any

Journal/Conference system/solution and Features Shortcomings
Papers , Organizational
Websites.

1. HDD: a helpdesk database 1. The Helpdesk Database 1. HDD allows consultants to 1. Individual keystrokes HDD to become a more
Linda Littleton. (HDD) is designed to assist search an SQL database for cannot be captured, making powerful tool if it can access
https://dl.acm.org/doi/ helpdesk consultants in answers to common questions user interaction less intuitive. diverse help desk data from
10.1145/196355.196453 finding answers to common about computer hardware and 2. The system’s development various locations.
16 Oct 1994 computer-related questions by software. was initially focused on the
searching an SQL database. 2. It enables consultants to mainframe, which may hinder
2. It allows consultants to log enter questions and answers future client/server access.
questions and solutions, into the database.
automatically routing inquiries 3.Questions are automatically
to designated product experts routed via E-Mail to
for timely responses. designatedproduct experts.

2. Cognitive system to achieve 1. The system is an end-to-end 1. The system automates the 1. The paper discusses design 1. The paper discusses the
human-level accuracy in automated helpdesk email assignment of helpdesk email challenges associated with design challenges associated
automated assignment of ticket assignment solution that tickets. email ticket assignment with email ticket assignment
helpdesk email tickets. determines the nature of 2. It determines the nature of automation, indicating automation and how they are
Atri Mandal, Nikhil Malhotra, problems in incoming email the problem in incoming email potential limitations in addressed.
Shivali Agarwal, Anupama tickets and dispatches them to tickets. achieving high accuracy and 2. It emphasizes the need for
Ray, Giriprasad Sridhara appropriate resolver groups. 3. The system dispatches robustness. a system that is robust and
https://link.springer.com/ 2. It utilizes an ensemble tickets to the appropriate 2. The need for the system to adaptive to changing business
chapter10.1007/978-3-030- classifier combined with a resolver group or team. be adaptive to changing needs.
03596-9_23 configurable rule engine to 4. It utilises an ensemble business needs may present a
08 Aug 2018 achieve high accuracy and classifier augmented with a limitation in its flexibility.
adaptability to changing configurable rule engine.
business needs.

3. Automatic Conversational 1. The system is a 1. The system uses an When a ticket description create a conversational
Helpdesk Solution using conversational helpdesk attention- based seq2seq contains multiple problem helpdesk system that can
Seq2Seq and Slot-filling solution that uses attention- model for hierarchical statements, the framework automatically decide what
Models. Mayur Patidar, based seq2seq and slot-filling classification of helpdesk may raise a single ticket based questions to ask users based
Puneet Agarwal, Lovkesh Vig, models to classify helpdesk tickets. on the frequency of problem on their ticket descriptions.
Gautam Shroff tickets and ask relevant 2. It incorporates a slot filling types in the training data or
https://dl.acm.org/doi/10.1145/ questions to users for better model to determine relevant user response, which could
3269206.3272029 categorization. questions to ask users when lead to inadequate resolution.
17 Oct 2018 2. It aims to improve ticket predictions are inconsistent.
labeling accuracy by 3. The approach generates
URLs of References Description of Key Functionalities Limitations or Remarks, if any
Journal/Conference system/solution and Features Shortcomings
Papers , Organizational
Websites.

generating training data training data for the slot filling

automatically and providing model automatically based on
self-service steps to users attention from the hierarchical
before raising a ticket on their classification model.
behalf.

4. Sistem informasi it- 1. The developed information 1. The information system The current information -
helpdesk pada universitas system for IT Helpdesk at provides management of system at IT Helpdesk
amikom. yogyakarta berbasis Universitas AMIKOM technician performance data Universitas AMIKOM
web Ali Mustopa Yogyakarta enables for IT Helpdesk management. Yogyakarta does not provide
https://ejournal.akakom.ac.id/ management to effectively 2. It allows for equal detailed information from
in monitor and evaluate distribution of work among consumers, which limits
dex.php/jiko/article/view/71 technician performance, technicians based on their their ability to track service
12 Oct 2017 ensuring equitable workload workload. status effectively.
distribution among technician. 3. The system offers features
2. It provides detailed service that meet the defined
information to consumers, specifications for service
allowing them to track the information to consumers.
status of their service requests 4. It includes functionality for
without needing to visit the IT monitoring and evaluating
Helpdesk in person. technician performance.

5. Interface design for a mod- 1. The system includes two 1. User-centric, web accessible 1. Inadequate integration The paper mentions possible
ern software ticketing system. prototypes: Helpxulla, a XUL- thick client interface. of features; many commercial extensions for future work
Minhui Xie, Mark Tomlinson, based thin client with the 2.Seamless integration of systems offer value-added based on expert reviewer
Bobby Bodenheimer functionality of a thick client, features typically offered as features as separate, bolt-on comments, including the
https://dl.acm.org/doi/10.1145/ and Helplendar, a calendar- bolt-on additions by additions rather than as implementation of more
986537.986566 centric design for ticket commercial companies. integrated components. affordances for asset data,
02 Apr 2004 management. 3. HTML-designed, calendar- 2. Limited customisability the ability to separate and
2. Helpxulla streamlines ticket centric ticketing application. existing systems do not allow search asset data from ticket
entry and management by 4. Streamlined interface users to modify the default data, and advanced features
integrating essential features, focusing on basic tasks: ticket view or customize the like ticket linking
displaying critical information entering new tickets, display of
prominently, and allowing for identifying next tickets, and ticket information
easy access to knowledge base updating/closing tickets. effectively.
articles.

6. Online Helpdesk Support 1. The online helpdesk system 1. Functionality for customers 1. The paper does not -
System for Handling is designed to support to submit complaints and explicitly mention any
Complaints and Service. customer service by servicerequests. limitations or shortcomings of
Cadelina Cassandra, Sugiarto addressing customer 2. Self-service options for the online helpdesk support
Hartono, Marisa Karsen satisfaction, complaints, and customers to solve problems system.
https://ieeexplore.ieee.org/ enabling self-service problem- independently. 2. It focuses primarily on the
docu solving. 3. Improved service quality benefits and improvements in
ment/8843726 2. It helps the company save leading to enhanced customer customer service and
01 Aug 2019 time in serving customers and loyalty. satisfaction.
reduces costs by eliminating 4. Time-saving for the
telephone charges associated companyin serving customers.
with customer complaints and
inquiries.

7. OSU helpdesk: a cost- 1. OSU Helpdesk is a 1. It includes secure logon for 1. There is a concern about the The OSU Helpdesk project
effective helpdesk solution for modular, Open-Source user authentication. reliance on temporary has plans for future
everyone. Christian J. Sinnett, helpdesk solution developed to 2. Web and email-based ticket employees for programming, enhancements, including the
Tammy Barr meet the needs of various entry are available for as their departure can disrupt implementation of inventory
https://dl.acm.org/doi/10.1145/ Colleges and Departments at submitting support requests. continuity in development. and Service Level Agreement
1027802.1027851 the University, utilizing a 3. The system offers powerful 2. The project has experienced modules, anticipated for the
10 Oct 2004 powerful call tracking system query and report tools for limitations in custom 4th quarter of 2004 and early
based on Bugzilla™ software. tracking and analyzing support programming on the interface 2005, respectively.
2. The system features secure requests. until all modules are
logon, web and email-based 4. A searchable knowledge completed, which may delay
ticket entry, a searchable base is linked to the call specific enhancements
knowledge base linked to the tracking system for easy requested by individual units.
call tracking module, and a access to information.
calendar for scheduling
appointments, all aimed at
minimizing costs and
enhancing collaboration.

8. Automated dispatch of 1. The system is an end-to-end 1. It includes a rule engine to 1. The system currently The paper mentions areas
helpdesk email tickets: Push- automated helpdesk email handle domain-specific does not support handling for improvement, such as
ing the limits with AI. ticket assignment solution that content missed by the images and attachments, adding support for images and
Atri Mandal, Nikhil Malhotra, determines the nature of ensemble classifier and to which limits its effectiveness attachments, as the current
Shivali Agarwal, Anupama problems in incoming email ensure business continuity. in cases where users send system cannot handle cases
Ray, Giriprasad Sridhara tickets and dispatches them to 2. The rule engine allows for screenshots or log snippets where users send only
https://easychair.org/publicatio appropriate resolver groups. strategic combination with with minimal text. screenshots or log snippets
ns/preprint/DwQn 2. It utilizes an ensemble machine learning methods for 2. There is a challenge in with minimal text.
URLs of References Description of Key Functionalities Limitations or Remarks, if any
Journal/Conference system/solution and Features Shortcomings
Papers , Organizational
Websites.

16 Nov 201 classifier combined with a effective disambiguation of managing concept drift, as
configurable rule engine to classes. the sliding window method
achieve high accuracy and 3. The system features an used for retraining may not
coverage in ticket effective retraining strategy to yield good results over the
classification, operating with keep models updated with long term in datasets with high
over 90% accuracy and changes in email utterances conceptdrift.
covering at least 90% of email and resolver group
tickets. organization.

9. Development of IT 1. The IT helpdesk system is 1. The IT helpdesk system 1. The provided context does -
Helpdesk with Microservices. designed with a microservice allows users to submit service not mention any specific
Ratthida Wongsakthawom, architecture to enhance requests for reporting limitations or shortcomings of
Yachai Limpiyakorn scalability and availability. problems or requirements to the IT helpdesk system
https://ieeexplore.ieee.org/ 2. It includes a classification IT teams. developed with microservices.
docu service that automatically 2. It utilizes a microservice 2. There is no discussion
ment/8473557 categorizes service requests to architecture to promote regarding potential challenges
15 Jun 2018 the appropriate IT teams for scalability of the system. or drawbacks associated with
support. 3. The implementation the proposed approach in the
3. A thesaurus database is includes a classification paper.
utilized for clustering the service that automatically
subjects of requests, categorizes tickets to the
improving the organization of associated IT teams for
service tickets. support.

10. Penerapan Helpdesk 1.The system is a helpdesk 1. Aplikasi helpdesk ticketing 1. The research paper does not
Ticketing System Dalam ticketing application designed dirancang untuk explicitlymention any
Penanganan Keluhan to facilitate user reporting of mempermudah user dalam limitations orshort comings of
Penggunaan Sistem Informasi issues related to the Academic melaporkan masalah. the helpdesk ticketing system.
Berbasis Web. Ryan Information System (SINA). 2. User dapat melaporkan 2. It focuses primarily on the
MuhammadBahrudin, 2.It utilizes a web application keluhan tanpa harus datang design and implementation of
Mohammad platform with MYSQL as its langsung ke kantor teknisi IT. the system to address user
Ridwan, Hardjito S Darmojo database, allowing for efficient 3. Sistem ini complaints regarding the
https://doi.org/10.33592/ documentation and mendokumentasikan laporan- Academic Information System
JUTIS. management of user laporan yang masuk dengan (SINA).
VOL7.ISS1.147 complaints. baik.Teknisi IT dapat
20 Feb 2020 mengelolalaporan dengan
lebih efisien.

c. Overview of existing systems and their limitations

3. Overview of proposed project

a. Motivation :
The motivation behind the Hostel Ticket Management System stems from the common challenges faced by
hostel residents in addressing and tracking their daily issues. Currently, students must rely on traditional
methods such as verbal complaints or physical visits to resolve concerns like room maintenance, mess qual -
ity, or cleaning. These methods are often time-consuming, inefficient, and lack transparency. This system
aims to solve these issues by offering a digital platform that ensures students' problems are addressed
promptly and tracked effectively. The motivation is driven by the desire to improve the hostel experience by
reducing the hassles involved in issue resolution.

b. Aim :
The primary aim of the Hostel Ticket Management System is to simplify and streamline the process of re-
porting, tracking, and resolving hostel-related issues. By introducing a digital system, our goal is to make it
easier for students to raise tickets for concerns like maintenance, cleaning, and mess quality. The system
aims to reduce the time spent on following up and improve the efficiency of hostel management in address -
ing and resolving these issues. Ultimately, the aim is to enhance the overall living experience for hostel resi-
dents by making the process more transparent, quick, and organized.

c. Objectives :
To provide a user-friendly platform : Create an easy-to-use interface where students can raise and track is-
sues related to hostel facilities.
To ensure efficient ticket routing : Automatically direct tickets to the appropriate department (warden, staff,
or management) for quick resolution.
To improve accountability : Maintain a digital record of all tickets to ensure timely follow-ups and transpar-
ent issue resolution.
To reduce response time : Ensure that issues are addressed faster through real-time updates and efficient co-
ordination between students and staff.
To enhance hostel management : Enable hostel authorities to gain insights into recurring issues, making re-
source allocation and management more effective.

d. Development tools and methodologies used :

4. Requirements specification of the proposed system

a. Functional requirements specification (any five most significant requirements)
b. Non-functional requirements specification (any two most relevant requirements)
c. Design constraints, if any

5. Project plan
a. Work breakdown structure (WBS)

b. Product breakdown structure (PBS)

c. Activity diagram

6. System architecture and design

 7. -Architectural design diagram

8. Database design, Modular design, UI Design

9. Coding or implementation
10. -A sample of core programming aspects with brief description
11. Testing
12. – Testing of only one or two core components modules or or units of the system
13. Result analysis, conclusion and future scope

• Annexure-1: References
 • Annexure-2: Database schema
• Annexure-3: Sample screen shots
• Annexure-4: Sample source code listing
• Annexure-5: Sample test cases
•

Annexure - 6 : Comparative study of 10 existing KM systems that are similar to the proposed system

Reg.No : 21MIS0218 Student Name : Prathamesh Sanjay Nalage

Course Project Title: Hostel ticket Management system

Factors for Hostel ticket FretBox Nirvaan Hostel MasterSoft Smart Hostel by eZee Absolute
comparison managament system Management Dataman

Target industry/user Education Education Education Education Education Hospitality

sector e.g. education,
healthcare, research,
consultancy, tourism,
banking, insurance,
manufacturing etc.

Organizational Complaint Complaint tracking Complaint tracking, Hostel & mess ad- Complaint tracking, Complaint & house-
processes Management, Student attendance min mess management keeping
Supported Support

Type of KM Capture, Sharing, Capture, Sharing Capture, Application Capture, Applica- Capture, Sharing Capture, Sharing
processes Application tion
supported (discovery,
capture, sharing,
application)

Type of innovation Incremental Incremental Incremental Incremental Incremental Incremental

(incremental,
disruptive,
architectural,
breakthrough or
radical)

Architectural style or Modular, client server Modular Modular Modular Modular Layered
Pattern

System Modules and Ticketing, Issue Complaint tracking, Room allocation, Room allocation, Housekeeping, main-
Room allocation,
Functionalities Tracking , notification fees, complaints fees, attendance tenance, complaints
mess, complaints
notifications

Foundation PHP, MySQL, Web-based, Mobile Web-based PHP, SQL SQL, Web-based Web-based, REST
technologies/ Flask/Django App API
tools for development

Intelligent NLP for query AI for notifications Automated notifica- Data analytics - AI notifications
technologies/ handling tions
tools for development

Advantages Tailored for hostel Efficient complaint Comprehensive, Comprehensive, au- Supports multiple hos- Streamlined com-
needs, easy to use resolution user-friendly tomated tel functions plaints

Disadvantages Limited to specific use Limited customiza- Limited to hostel Setup complexity Limited to hostel use Focused on
case, scalability may tions use hospitality
be
challengin

Factors for Hostel ticket uKnowva Cloudbeds PMS BTRoomer Hostel EazyDMS RezOvation
comparison managament Management
system

Target industry/user Education Education Hospitality Hospitality, Hostels Hotels, Dorms Hotels, Hostels
sector e.g. education,
healthcare, research,
consultancy, tourism,
banking, insurance,
manufacturing etc.

Organizational Complaint Complaint & room Booking, house- Room allocation, Room allocation, Bookings, guest tracking
processes Management, tracking keeping, billing occupancy tracking billing
Supported Student
Support
Type of KM processes Capture, Sharing, Sharing, Applica- Capture, Sharing Sharing, Application Capture, Applica- Sharing, Application
supported (discovery, Application tion tion
capture, sharing,
application)

Type of innovation Incremental Incremental Disruptive Architectural Incremental Architectural

(incremental,
disruptive,
architectural,
breakthrough or
radical)

Architectural style or Modular, client Service-oriented Cloud-based Modular Web-based Service-Oriented

Pattern server

System Modules and Ticketing, Issue Room allocation, Bookings, room Room allocation, at- Billing, room occu- Guest management, billing
Functionalities Tracking , attendance, track- management, tendance, visitor pancy
notifications ing billing management

Foundation PHP, MySQL, Cloud, Web-based Cloud-hosted Web-based, mobile- Web app Web-based
technologies/ Flask/Django compatible
tools for development

Intelligent NLP for query Workflow automa- AI-based rate opti- Cloud storage, ana- Basic data visual- Analytics for trends
technologies/ handling tion mization lytics ization
tools for development

Advantages Tailored for hostel Integrates with Scalable Real-time monitor- Simplifies booking Simple booking manage-
needs, easy to use other systems ing ment

Disadvantages Limited to specific Subscription cost Requires subscrip- Limited customiza- Requires setup Limited mess functionality
use tion tion
case, scalability
may be
challengin