Ohmmieq/ict-helpdesk

A full-featured IT support ticketing system for the County Government of Nyeri, Kenya. Built with PHP 8, SQLite, and vanilla CSS. Role-based access for Admin, ICT Officers, and Staff. Features: ticket management, real-time online indicators, analytics dashboard, audit logging, and SLA breach alerts. # 🖥️ Nyeri County ICT Helpdesk System A full-featured web-based IT support ticketing system developed for the **County Government of Nyeri, Kenya**. Built with PHP, SQLite, and vanilla CSS/JS — no frameworks required. --- ## 📸 Screenshots > _Login Page · Admin Dashboard · Ticket Management · Reports_ --- ## ✨ Features ### 👤 User (Staff) - Submit IT support tickets with category, priority & description - Track ticket status with a visual progress indicator - See which ICT officer is assigned to their issue - Comment back and forth with the ICT team - Profile picture upload + account settings ### 🔧 ICT Officer - View all assigned tickets sorted by priority - Upcoming / Active ticket tab for quick triage - Update ticket status (Open → In Progress → Resolved → Closed) - Reassign tickets to other available officers - Reply to users directly within the ticket thread ### 🛡️ Admin - Full dashboard with live online user indicators (green dot) - Assign tickets to ICT officers - ICT Officer management (add, remove, reset passwords) - View all users with department details - 🔔 Real-time notification bell for new tickets (last 24h) - **Reports & Analytics** — status charts, priority breakdown, department heatmap, officer performance, monthly volume trends, SLA breach alerts - **Audit Log** — filterable record of all system actions with timestamps and IP addresses ### 🔐 System-wide - Role-based access control (Admin / ICT Officer / User) - **Remember Me** — persistent login for 30 days via secure tokens - Profile picture upload with drag & drop - Change password (signs out all remembered devices) - Online presence tracking (last activity within 5 minutes) - SLA breach detection (High: 4hrs, Medium: 24hrs, Low: 72hrs) --- ## 🗂️ Project Structure ``` ict-helpdesk/ ├── database.db # SQLite database (NOT committed to git) └── public/ ├── index.php # Redirects to login ├── login.php …