Ärendehantering för webbaserade affärssystem

Sammanfattning: An issue tracking system is a vital part of a company’s structure and organization. This system is primarily client-based and is only available through a client on a computer or the like. Because of this type of structure, the system is often limited to an internal level. However, implementing a web-based issue tracking system results in a wider availability and usability for users by providing the system to a mobile level. Since this study aims to develop and implement an artifact (web-based issue tracking system), then evaluate its usability, the research methodology: Design Science Research is appropriate for this study as its purpose is to implement and evaluate an artifact as a solution to a phenomenon or problem. A client-based issue tracking system in a business means that customers to a certain company only has the opportunity to monitor their issues if they have mutual remote-control capabilities and the same type of system. With a mostly quantitative questionnaire, designed according to the acceptance model Unified Theory of Acceptance and Use of Technology (UTAUT), data was collected regarding the usefulness of the artifact. The survey respondents were exclusively users of the Pyramid enterprise resource system. The result in accordance of UTAUT showed a positive attitude towards implementation and usability of the artifact, thus, making the conclusion of the study a positive attitude towards a web-based issue tracking system, as users of an enterprise resource planning system perceived the artifact as useful and at least as functional as the existing client-based implementation.