🎟️ IT Support Ticketing System

A modern, enterprise-grade IT support ticketing system built with Camunda Platform 8, Spring Boot, and MongoDB. This system provides a complete business process management solution for handling support tickets through their entire lifecycle.

📚 Documentation

• Technical Report - Detailed system architecture, functionality and implementation details
• Powerpoint Presentation
  

System

🚀 Features

• Multi-Channel Ticket Creation

  • Web portal interface for direct ticket submission
  • Email integration for ticket creation and updates
  • Automated ticket routing and assignment

• Intelligent Workflow Management

  • BPMN 2.0 process modeling
  • Dynamic task assignment
  • Automated status updates
  • SLA monitoring

• Communication Features

  • Automated email notifications
  • Status update notifications
  • Request for additional information workflow
  • Survey distribution system

• Data Management

  • MongoDB integration for ticket storage
  • Secure credential handling
  • Audit trail logging
  • Survey response collection

🛠️ Technology Stack

• Language: Java 11
• Library: Spring Boot
• Process Management: Camunda Platform 8
• Backend Framework: Spring Boot 2.4.3
• Database: MongoDB Atlas
• Email Service: Spring Mail with Gmail SMTP
• Build Tool: Maven
• Additional Libraries:
  • Zeebe Client
  • Commons Validator
  • Jackson for JSON processing
  • MongoDB Driver

📋 Prerequisites

• Java 11 or higher
• Maven 3.6+
• Mongoose, MongoDB or MongoDB
• Camunda Platform 8 account
• Gmail account for SMTP services

🔧 Installation

1. Clone the repository:

   git clone https://github.com/yourusername/it-support-ticketing-system.git

2. Configure MongoDB connection:

   • Update application.yml with your MongoDB credentials
   • Set up your database collections

3. Configure email service:

   spring.mail:
     host: smtp.gmail.com
     port: 587
     username: [email protected]
     password: your-app-password

4. Configure Camunda credentials:

   zeebe:
     client:
       cloud:
         region: your-region
         clusterId: your-cluster-id
         clientId: your-client-id
         clientSecret: your-client-secret

5. Build the project:

   mvn clean install

🚀 Running the Application

1. Start the Email Service:

   cd CamundaSendEmailservices
   mvn spring-boot:run

2. Start the Ticketing System Service:

   cd CamundaTicketingSystemservices
   mvn spring-boot:run

3. Deploy the BPMN workflow through Camunda Platform 8 Console

🔐 Security

• Secure password handling
• MongoDB Atlas security features
• Email validation and sanitization
• Protected API endpoints

📈 Monitoring and Management

• Built-in logging system
• MongoDB data persistence
• Camunda Operate integration
• Survey feedback collection

🤝 Contributing

1. Fork the repository
2. Create your feature branch (git checkout -b feature/AmazingFeature)
3. Commit your changes (git commit -m 'Add some AmazingFeature')
4. Push to the branch (git push origin feature/AmazingFeature)
5. Open a Pull Request

📄 License

This project is licensed under the Apache License 2.0 - see the LICENSE file for details.

👥 Authors

• [Rayan] - Initial work - GitHub Profile

🙏 Acknowledgments

• Camunda Community
• Spring Boot Team
• MongoDB Team

📞 Support

For support questions, please open an issue in the GitHub repository.