Design And Implementation Of Customer Issue Management System For The Software Industry

Nowadays,the society has entered a highly informative era: the software industry is developing rapidly,sales of software products is increasing,and the number of software end users is growing massively.The overall scale of software can still be very large,however,due to popularization of intelligent terminals such as mobile phones and iPads,the size of software has become more “light-weighted” and its usability is dramatically increased.As the software feature of “being available anytime,anywhere” reveals itself clearer and clearer,the rapidly increasing customer base has more and more demands for customer support service year by year.Both from software sales strategy standpoint,and from software maintenance and upgrading perspective in software's lifecycle,a complete and effective software Customer Issue Management system is indispensable.However,unfortunately traditional software Customer Issue Management system has many disadvantages,such as confusing customer issue handling process,poor utilization of already reported issues,low application degree of automation,etc.Based on above analysis over existing software Customer Issue Management systems,this thesis used the open source Liferay Portal to develop a plug-in that realizes a software Customer Issue Management system while customizing Liferay Portal's permission control and workflow customization functionalities.Besides realizing the customer issue management features,this new software Customer Issue Management system well integrates functions of customer information management,data analyzing and feedback collecting and monitoring with each other.Since the newly developed software Customer Issue Management system is a “plug and play” plug-in for Liferay Portal,it can be seamlessly integrated with existing Liferay Portal functions with no compatibility issues.At last,because considerable resources have been spent on this software Customer Issue Management system,and nature of the final software is a plug-in,this system can be applied to the daily application,maintenance and management of specific software at any time.