The company I work for recently a week-long outage of a ticket system that resulted in a lot of wasted time and energy to recover the backlog of tickets. I have been tasked with implementing a system to allow the backlog to be dealt with more easily than our technicians writing their tickets in notepad during an outage and then copying them over when the system comes back up.
At a minimum I am expected to implement a means of creating temporary tickets and saving them until the system comes back online. Having a temporary ticket system with all of the same fields and information as the normal system would allow any user to input any other user’s tickets, speeding up the process. That in itself isn’t a huge challenge, it could be accomplished with Microsoft Access in a few hours. However, my ultimate goal at this point is to automate the input process once the system comes back up I’d like the user interaction to be as minimal as possible.
My first ideas concerning this were command line prompts into the ticket system. Unfortunately, due to the nature of our contract, I can’t get or give users access to the back end of the ticket system, nor can any other software or drivers onto machines; so my options are vastly limited as far as how I can approach this. Being unable to access the back-end of the ticket system, the only thing that immediately springs to mind is to setup a basic macro to run which copies and pastes information from the script GUI into the ticket system. I’m just having trouble finding any means of doing this. PowerShell seems to have the most promise for developing this at the moment, but was hoping there may be some guidance more experienced users can offer concerning this.
I appreciate your time.