Virtual Booth

The growing dependence on information systems in healthcare settings requires a well-organized and effective solution to the internal problems across the departments. Aurelius Hospital Pahang now relies on informal communication channels such as phone calls and messaging applications to report technical and operational issues, resulting in a lack of prioritization, traceability, and accountability. These constraints usually lead to slow response, misunderstanding, and ineffective delivery of services, especially when two or more issues have been reported at the same time. Thus, a centralized system that can facilitate the process of reporting and resolving issues in the hospital is needed. The proposed project is the development of the AureliusDesk web-based helpdesk ticketing system to manage internal problems reported by hospital staff. The system enables the hospital staff to place tickets using a structured form that includes details such as subject, description, department, priority, type of issue, and supporting attachments. Among the most important features of the system are the mechanism of automatic assignment that directs the tickets to the corresponding support service personnel, based on their role and specialization, including IT, facilities, and housekeeping departments. This guarantees that the issues are addressed effectively by the most appropriate individuals without relying on manuals. Other important features of the AureliusDesk include ticket tracking, comment management, and status updates to improve communication between hospital staff and support service personnel. There is also an administrative module to view users, track all submitted tickets, and provide analytical reports, such as ticket distribution by department and average time to resolve a ticket. These characteristics enhance visibility and facilitate quality decision-making by system administrators. The system is created as a web-based application on XAMPP, which can be accessed using the normal web browsers like Google Chrome. Agile Scrum methodology is embraced to ensure an iterative development process, constant feedback, and flexibility to adapt to the system requirements. This method will see to it that the system will be kept in line with the operational requirements of the hospital during the development process. To sum up, the AureliusDesk project seeks to solve the current issue of inefficiencies in issue reporting by offering a structured, automated, and centralized solution. The system will likely improve the efficiency of operations in the Aurelius Hospital Pahang, enhancing the coordination of services and the overall quality of services provided in the hospital.