Helpdesk usando herramientas Open Source para la gestión de incidencias de soporte técnico en el Gad Municipal de Pelileo

Abstract

This thesis presents the development of a web-based HelpDesk system using Open Source tools for the management of technical support incidents at the Gobierno Autónomo Descentralizado Municipal de Pelileo. The initial diagnosis, conducted through surveys, interviews, and direct observation on a census population of 75 municipal employees, identified two major bottlenecks: the lack of a formal incident registration system and the absence of control over response times and Service Level Agreements (SLA), which were managed through informal channels such as phone calls and WhatsApp messages. The proposed solution was aligned with IT service management best practices, implementing a digital Single Point of Contact (SPOC) that enables the structured registration, categorization, prioritization, and resolution of incidents. The system includes key modules such as ticket management, automatic SLA calculation, institutional knowledge base, and real-time analytical reports. The technological stack consisted of Next.js 14, Node.js with Express.js, NextAuth.js with JWT, Tailwind CSS, and Oracle Database 19c, selected according to the institution’s requirements. The development followed the Extreme Programming (XP) methodology, organized in 5 iterations with 18 user stories, achieving user acceptance testing approval.