[en] This Final Degree Project consists of the development of a web application to manage incidents in companies that offer Technical Attention Service (SAT). This document will describe all the analysis, design and implementation that has been carried out. In addition, it has the implementation of the application in a real environment. Technology is in constant change, hence why this project has opted for the development of a web application, where the backend implementation has been made using the Laravel 5.6 PHP framework and, for the frontend development, HTML5, CSS3 and JavaScript have been chosen, as well as all the technologies that surround it, such as AJAX, which allows us to have a dynamic application. The application allows, on one side, for the customers to report incidents and review the state and actions being carried on them and, on the other side, for the technicians to coordinate the response for the reported incidents, thus having a positive impact on productivity and work optimization. The functionalities provided by the application are focused on: incident management, allowing to create, modify, assign and solve incidents quickly; also, it allows to manage the calendar of the technicians through registering, in a shared calendar, aspects such as: meetings, displacements, vacations, etc. On the other hand, it also focuses on customer management, which allows registering new clients or modifying their basic information and location; finally, the management of users and profiles so that they can access the application. It should be noted that the application offers notifications, both by email and within the same application, so that the customer knows at all times the course of its occurrence, as well as communications that may have with the technician. Finally, regarding the visual design, its focus on ease of use and comfortability allows for an attractive experience for the end user. In addition, its responsive design allows the application to being used on any mobile device.

Treballs Finals de Grau d'Enginyeria Informàtica, Facultat de Matemàtiques, Universitat de Barcelona, Any: 2018, Director: Josep Vañó Chic