Kisotu/odpp-tech-support-portal

A production-grade service desk platform tailored for the Office of the Director of Public Prosecutions (ODPP), Kenya. This portal streamlines IT support workflows, transitioning from fragmented issue handling to a structured, auditable, and data-driven ecosystem. # ODPP Tech Support Portal 🇰🇪 A comprehensive, production-grade service desk platform tailored for the **Office of the Director of Public Prosecutions (ODPP), Kenya**. This portal streamlines IT support workflows, transitioning from fragmented issue handling to a structured, auditable, and data-driven ecosystem. --- ## 🎯 Project Overview The ODPP Tech Support Portal is designed to demonstrate high-level engineering maturity in building internal government workflow systems. It features a robust role-based access control (RBAC) system, real-time ticket lifecycle management, and advanced operational reporting. ### 🚀 Key Features - **🎫 Smart Ticketing System**: Staff can submit tickets with categories, priority levels, and attachments. - **🔄 Lifecycle Management**: Full workflow from `New` → `In Progress` → `Resolved` → `Closed`. - **📊 Operational Dashboards**: Tailored views for Staff (their tickets) and ICT Officers (queue management). - **📈 Analytics & Reporting**: SLA compliance tracking, resolution trends, and CSV exports for management. - **📚 Knowledge Base**: Self-service repository of articles to reduce common support volume. - **🔐 Enterprise Security**: Laravel Sanctum-powered authentication and strict server-side authorization. --- ## 🏗️ Technical Architecture The project follows a clean separation of concerns with a modern decoupled architecture. ### Directory Structure ```text . ├── 📂 backend/ # Laravel 11 REST API │ ├── 📂 app/ # Models, Controllers (Ticket, Auth, Reports) │ ├── 📂 database/ # Migrations & Idempotent Seeders │ └── 📂 routes/ # Sanctum-protected API endpoints ├── 📂 frontend/ # React 18 SPA (Vite) │ ├── 📂 src/pages/ # Dashboard, TicketView, KnowledgeBase, Reports │ ├── 📂 src/store/ # Zustand State Management │ └── 📂 src/services/# Axios-based API consumption ├── 📂 docs/ # API documentation & Deployment guides └── 📄 PRD.md # Product Requirements Document ``` ### …