Web-based Ticketing and Asset Tracking System

The Vendor is required to provide a comprehensive, cloud-based student device management and integrated ticketing software solution to support the district’s 1:1 student and staff device initiative. 
- Implement a web-based ticketing and asset management tracking system for department.
- In-house system for ticketing and asset tracking and is seeking a centralized platform to replace manual tracking, spreadsheets, and disconnected ticketing systems.
- Technical requirements
1. Asset and inventory management
•    Maintain centralized inventory of all student and staff devices (dell and apple)
•    Track:
o    Serial numbers
o    Asset tags and barcodes
o    Model and configuration
o    Purchase date
o    Warranty status (dell integration preferred)
o    Lifecycle stage
•    Support bulk upload and export of asset data
•    Allow filtering by school, grade level, device type, and status
•    Support batch device assignments and reassignments
2. PowerSchool integration (required)
•    Automatically sync student enrollment data
•    Update device assignments based on enrollment changes
•    Maintain historical device assignment records
•    Pull demographic fields for reporting (school, grade, student id)
•    Allow nightly automated synchronization
•    Prevent duplicate student records
•    Integration method (API, SFTP, ED-fi, etc.)
•    Sync frequency
•    Error handling and logging process
3. JAMF integration (preferred but strongly desired)
•    Sync apple device serial numbers and inventory data
•    Pull device status information (managed and unmanaged)
•    Reflect configuration or compliance status
•    Assist in deprovisioning workflows
•    Reduce manual dual-entry of apple device data
•    API capabilities
•    Data fields synchronized
•    Real-time vs scheduled sync
4. Integrated help desk and ticketing system (required)
•    Allow students, staff, or technicians to submit device-related tickets
•    Link tickets directly to:
o    Specific student
o    Specific device
o    School location
•    Support categories such as:
o    Damage
o    Loss and theft
o    Hardware failure
o    Software issues
o    Warranty repair
•    Provide:
o    Status tracking
o    Technician assignment
o    Internal notes
o    Time tracking
o    Image and document attachments
•    Support email notifications and workflow automation
•    Maintain full audit history
•    Provide SLA reporting and technician workload dashboards
5. Incident and repair tracking
•    Track full damage history per device
•    Maintain repair logs and cost tracking
•    Support tiered damage fee schedules
•    Document repeat offenses
•    Track vendor repairs (including dell warranty repairs)
•    Attach repair documentation and invoices
•    Generate school-level and district-level repair trend reports
6. Fee and financial tracking
•    Assign fees based on damage categories
•    Track outstanding balances
•    Export fee data for financial systems or online payment platforms
•    Provide reporting for:
o    Total fees assessed
o    Fees collected
o    Outstanding balances
o    School-level summaries
7. Reporting and dashboards
•    Real-time dashboards
•    School and district-level filtering
•    Reports including:
o    Device inventory by school
o    Damage frequency by grade
o    Ticket volume by technician
o    Dell vs apple repair comparison
o    Warranty vs non-warranty repair trends
•    Export options (csv, excel, pdf).