RQN-TT-26032542 Specs_Clean (1).pdf

This specification document outlines requirements for a New Ticket System for the IT Branch in California. The project seeks to implement a comprehensive ticketing solution to manage IT service requests and incidents across the organization. The system must support workflow automation, ticket prioritization, assignment routing, and integration with existing IT infrastructure. Key functional requirements include user authentication, role-based access controls, reporting and analytics capabilities, mobile accessibility, and API interfaces for third-party integrations. The solution should accommodate multiple ticket types, custom fields, and scalable architecture to support current and future organizational needs. The specification details technical requirements including system performance standards, security protocols, data backup procedures, and disaster recovery capabilities to ensure business continuity.

The document establishes mandatory compliance standards for system implementation, including data encryption, audit logging, and adherence to California state information security guidelines. The ticketing system must support integration with email, provide dashboard functionality for management visibility, and include comprehensive user documentation and training materials. Support and maintenance requirements include 24/5 operational support with defined response times for critical issues, regular system updates, and performance monitoring. The specification emphasizes the importance of user experience design, accessibility compliance, and customizable workflows to accommodate departmental variations in ticket handling procedures.