Ticketing VEDEM
Platform for tracking internal incidents and requests: handling, assignment, priorities, response times, history and notifications.
Internal application: the code and data are not public. This case study presents the approach and the technical decisions.
Requests need to be tracked, assigned to the right person and prioritised, with response-time monitoring and an overall view for managers.
Internal application for managing incidents and requests, used by requesters, support agents and their managers.
A platform where every request follows a defined path — creation, assignment, handling, closure — with email notifications and scheduled automated jobs.
A web interface backed by a NestJS API. The API stores tickets in MongoDB, sends notifications over SMTP and runs scheduled jobs.
Web interface
NestJS API
business rules
MongoDB
tickets and history
SMTP
email notifications
Scheduler
recurring jobs