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2025
Software Development Life Cycle was a hands-on, 10 Week experience - August, September and October of 2025; 90 Individuals from around the world came together to tackle real life problems and create the right solutions.
SDLC Experience Workshop
Team 05
Our team represents three countries, three time zones, and a wide range of levels of experience.
When we formed, we were a group of strangers - now we are a working team!
Problem Statement:
Right now, whenever a team member needs support, they send an email to a shared inbox. Someone from the support team reads the email and then manually creates a ticket in the tracking system. This process is slow, prone to errors, and
varies from one staff member to another. Sometimes, the right information is missing, which causes delays. Other times, no confirmation is sent, so requesters don’t know if their issue is being worked on.
The current process also makes it difficult to track the status of requests or run reports about common issues. Support agents spend too much time copying and pasting information, and the system does not provide a clear, consistent view of what is happening?
This manual method needs to be replaced with a more structured, automated, and trackable approach that improves clarity, saves time, and enhances communication.
The business seeks an automated solution for converting emails into trackable ticket requests. The project aims to build a web form for structured data capture, automate ticket generation from emails, and provide functionality for displaying, tracking, updating, and communicating request status updates among various teams including Research/Clinical Support and Support Agents.
Kanban (Agile)
The Kanban Board served as a visual tool to manage the Team’s various tasks as they moved through the workflow stages from To-Do, In Progress, and Done. It was used to help the Team visualize the amount of work to be done, monitor their tasks and keep track of the status of the various tasks in which they were assigned.
Have the Team agree on how to present and communicate task details
Lessons Learned
Miro Link: https://miro.com/app/board/uXjVJXP7ZFE=/?share_link_id=325589607611
Project Deliverables - By the Project Manager
Project Charter
The Project Charter provides the team and stakeholders with the foundational information to authorize the Project Manager to begin work on a project. It gives the Project Manager the authority to use and assign organizational resources to the project. It explains the purpose, scope, key stakeholders, resources, assumptions and constraints at a high level.
Make sure everyone understands what goes into a Project Charter and its purpose
Miro Link: https://miro.com/app/board/uXjVJXP0GVo=/?share_link_id=950493524341
Lessons Learned
Project Deliverables - By the Product Owner
Product Canvas
The Product Canvas was used to provide the Team with an overview of the expected product vision, goals and features. It provides the goal, target group, vision, details and key metrics of the product to assist the Team in understanding the expected outcome for the product.
The system will replace the current workflow where support teams manually convert emails into tickets with an automated process that generates tickets, enables real-time tracking, and provides status updates to requesters within defined timeframes, ultimately improving response times and request management efficiency.
Make sure everyone on the Team understands the problem in which they are to solve and the role they play in solving it.
Lessons Learned
Project Deliverables - By the Business Analyst
Business Rules Registry Summary
The Business Rules Registry outlines 15 operational rules governing a research support ticketing system, covering the entire ticket lifecycle from submission to resolution. These rules establish requirements for form validation, notification workflows, access controls, timeline compliance, and audit trails to ensure proper ticket management. All rules are currently in "To do" status, indicating they are pending implementation in the system.
Project Deliverables - By the Business Analyst
Ticket System Features and Requirements Summary
The features and requirements table outlines the key components of a ticket management system, with 9 high-priority features including Request Submission Form, Ticket Dashboard, and Automated Notifications that have been approved and completed.
The system focuses on streamlining support processes through automation, visibility, and accountability.
Understand the comfortability of the Team with the chosen tools to build the solution.
Lessons Learned
Project Deliverables - By the QA/Tester
Test Case Summary
The test cases cover a comprehensive support ticket system workflow for research and clinical staff, including request submission, notification delivery, status tracking, and ticket management. Six of the eight test cases have been resolved successfully, validating core functionality such as ticket creation, automatic ID generation, status notifications, and ticket assignment capabilities. Two test cases have failed: TC04 (email notifications for status updates) and TC08 (ticket closure process), with specific issues identified regarding notification delivery and a critical bug where updating one ticket field affects all tickets in the system.
Miro Link:
https://miro.com/app/board/uXjVJIUuxtw=/?share_link_id=648207841113
Project Deliverables - By the UI/UX Designer
Include the core items of a mockup and build upon it as the Team makes suggestions and changes
Lessons Learned
Solution : Support Ticket Tracking System
