Build a Helpdesk with Change Management System

Our Help Desk Management System need to be a effective and efficient customizable framework that helps the application support and maintenance services, bug tracking and change management requirements of any service organization. It has been assessed that a web based support desk, which focuses on administration and supervision of Service Level Agreements (SLA). (Please refer to the documents attached) Specifications-> - Be able to link AD to the Helpdesk system; allowing the user to authenticate using his Windows credential. - The Software will be use for both simple request (ticketing; login creation, troubleshooting, etc) and major system/application change. - The application will be hosted on a Windows Server 2008/2012 R2. - The UI will be web-based and need to be fully compatible on IE 9 up to 11 and Safari (iOS) on client side. - The software will include the option to export/view detailed reports of previous changes/requests; turnaround, delays, counts, etc.. - The software will provide self-help pages to users in the form of knowledge bases. - Help support team look up past similar tickets, helping resolve issues quicker. Rights-> Users: The help desk will categorize each user in groups (dept.) with a 2 levels of rights per department (Simple Users and Super Users/Elevated User) which can be change by the admin at anytime. Officer (ITs) All IT officers are part of the same unique group. They are the owners for the requests. They validate the request and assign/solve/apply any change/issue after approval by the Change Approver. Rules-> Before application of a change, both the Change Approver and an Elevated User of the dept. must validate the change. Anyone can be a Change Originator and open a new ticket (request); from the simple user to the Change approver. User can only see request send by themselves. Elevated Users can see all request send by their dept. Change Owners (IT Officer) can see all requests send to the help desk. Change approver can manage all requests, delete, or modify Admin has fully control of the system. Anyone can update a request but the system must keep track of the update. Feel free to contact me for any more details.