Managing Hardware and Software Installation - brightcone/bart GitHub Wiki

1. Introduction

This report outlines the proposed functionality for managing hardware and software installations through BART's internal help desk chatbot. The goal is to optimize and modernize the current installation processes, making them more efficient and user-friendly, while integrating advanced management and tracking features.

2. Current Installation Process

2.1. Overview

Currently, BART’s help desk team handles hardware and software installations through various methods, including manual requests, phone calls, and email submissions. The process involves coordination between the help desk team and IT support staff, and it varies depending on the type of installation required.

2.2. Service-Specific Processes

Hardware Installations:

  • Process: Users request hardware installations (e.g., new computers, printers) by submitting a ticket or contacting the help desk. The request is reviewed, and a support ticket is created. IT staff then schedule and perform the installation.
  • Verification: There is no formal verification process beyond the initial ticket submission and approval.

Software Installations:

  • Process: Software installation requests are submitted through a ticketing system. The help desk team reviews the request, ensures license availability, and schedules the installation. Software is installed by IT staff or provided to users with instructions.
  • Verification: Users may need to confirm their system compatibility and software requirements before installation.

2.3. Verification Methods

  • Ticketing System: Requests are managed and tracked through a ticketing system, with verification based on ticket approval and follow-up.

3. Proposed Improvements

3.1. Integrated Installation Request Management

The proposed chatbot will allow users to request hardware and software installations directly through the chatbot interface. This will simplify the request process and provide real-time tracking and updates.

3.2. Automated Ticket Creation and Management

The chatbot will automatically create and manage support tickets for installation requests. Users will receive updates on their request status and be able to track the progress through the chatbot.

3.3. Enhanced Installation Flow

The proposed installation functionality will follow this flow:

  1. Installation Request: Users initiate a request for hardware or software installation through the chatbot.
  2. Service Selection: The chatbot prompts the user to select the type of installation needed (e.g., Hardware, Software).
  3. Request Details: Users provide details about the installation request, including specific hardware or software requirements.
  4. Ticket Creation: The chatbot generates a support ticket and sends it to the help desk team.
  5. Status Tracking: Users receive updates on the ticket status and can track the progress of their installation request through the chatbot.

For visual aids illustrating this flow, please refer to the Figma designs.

4. Future Features

4.1. Advanced Request Tracking and Notifications

Future enhancements will include advanced tracking features and automated notifications to keep users informed about their installation requests. This will ensure a seamless experience and timely updates throughout the installation process.

4.2. Integration with IT Asset Management

The chatbot will be integrated with IT asset management systems to automatically update inventory records and track hardware and software assets, further streamlining the installation and management process.