Case Study

AI-Powered Issue Management & Reporting Portal

A large enterprise client had no system to manage employee-reported IT issues, everything ran over email, tickets got lost, and nobody had visibility into what was open or resolved. They partnered with Artesian Software Technologies to build a proper solution.

We delivered a fully custom Issue Management Portal built in Microsoft Power Apps (Code Apps), with SharePoint as the backend. It uses Groq AI to auto-generate issue summaries and OpenRouter (llama3-8b-8192) for AI-assisted form filling via chat. IT teams get a drag-and-drop Kanban board, and employees get personal queues to track their own tickets in real time, ultimately cutting average ticket resolution time by 45%.

App Platform

Power Apps (Code Apps)

Data Source

SharePoint Online

AI Summary

Groq AI (Issue Briefing)

AI Form Fill

OpenRouter · llama3-8b-8192

The Challenge

  • No Ticketing System: Issues were reported over email which are scattered, untracked, and regularly lost.

  • No Status Visibility: Employees couldn't check the status of their issues or see whether they had been resolved.

  • No IT Assignee Queue: IT staff had no personal queue to see what was assigned to them.

  • No Priority Routing: Urgent issues were buried with low-priority ones, and nothing was flagged automatically.

  • Slow Manual Form Filling: Employees skipped key details, causing delays and repeated back-and-forth.

Our Solution

  • SharePoint Backend: All issue records are stored in SharePoint with real-time sync and a full audit trail.

  • Groq AI Summary Engine: Groq AI reads the issue description and generates a structured briefing automatically.

  • OpenRouter AI Chatbot (llama3-8b-8192): Employees describe their issue in chat, and the AI fills the form and submits it for them.

  • Kanban Board with Drag & Drop: IT teams drag tickets between statuses, and updates reflect instantly across the portal.

  • My Reports & Assigned Reports Queues: Employees track their own tickets; assignees get a dedicated queue with Start and Resolve actions.

Business Impact

  • 100% Reduction in Lost Tickets: Every ticket is logged in SharePoint with an ID, owner, and live status, nothing gets lost.

  • 60% Drop in IT Follow-Up Calls: Staff can easily check their own updates in 'My Reports', cutting down on emails and calls to IT.

  • 85% Faster Issue Reporting: Groq AI and the chat assistant cut issue submission time from minutes to seconds.

  • 3x Faster Response for Critical Issues: Priority filters and the Kanban board keep high-priority issues always front and center.

  • 15+ Hours Saved Weekly on Admin Work: Every update is auto-logged in SharePoint, ready for compliance or review at any time.

Client Testimonial

The portal replaced a mess of emails with a system our whole team actually uses. The AI fills in the issue details before the employee has even finished typing, and our IT team can drag issues across the board in seconds. Resolution time has dropped significantly. — Head of IT Operations & Enterprise Support

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