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IT workflow and full-stack engineer
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IT Ticketing Platform
Support teams need one accountable workflow for intake, triage, assignment, escalation, and resolution history.
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Full demoWhat I Built
IT service management platform for submitting, categorizing, assigning, tracking, and resolving technical support requests. Models real-world service desk workflows while providing centralized visibility into ticket status, priorities, and support operations.
Evidence
Working interface, documented system behavior, and implementation-level decisions.
Technical Architecture
From system input to explainable output.
The control gate is shown as a first-class stage, not an afterthought added around the workflow.
Technical Decisions
- Derived ticket priority from impact against urgency on an ITIL-style grid rather than letting the requester choose their own priority.
- Attached a response target to each priority and ordered the queue by SLA burn, so the ticket closest to breach surfaces first.
- Enforced a capability matrix consulted by both the queue and the action buttons, so a rendered control can never exceed what the server allows.
Security Considerations
- Scoped a requester's view to their own tickets, mirroring the server-side ownership check that prevents the classic IDOR in a ticketing system.
- Recorded every action and every denial to an audit log with the acting role attached, because denied attempts are the interesting ones.
Outcome & Evidence
- Scoped a requester's view to their own tickets, mirroring the server-side ownership check that prevents the classic IDOR in a ticketing system.
- Recorded every action and every denial to an audit log with the acting role attached, because denied attempts are the interesting ones.
- Reported breached tickets separately from open ones, since an aggregate open count hides the only number that matters to an SLA report.
Full StackITSMTicketingAutomationRole-Based Access
Working product
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it-ticketing-platform.zainkhalilkhan.com
IT Ticketing
Service operations command
IT TicketingWorkspace5 updates
RELAY SERVICE DESK
INCIDENT OPERATIONS
6 shown
INC-4471 / SECURITY
Phishing email reported by finance
Opened by a.reed · 22 minutes ago
STATUS
New
ASSIGNEE
Unassigned
SLA TARGET
30 min
SLA CONSUMPTION
73%ACTIVITY
Requester submitted incident
Impact: site, urgency: high
Network
simulated, client-sideNo calls yet. Interact with the app to see requests.
Zain Khalil Khan
Client-side sandbox. State is in memory and nothing is sent to a server.
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