Your Task
You will develop an IT Service Desk System that helps manage and track tickets submitted by employees in an organisation. The system will allow users to submit new tickets, update the status of existing tickets, and view the unresolved or closed tickets list. The project will incorporate various Python programming concepts.
You are allowed and encouraged to use ChatGPT for assistance but must complete the coding independently. Document your interactions with ChatGPT and explain how its suggestions helped or influenced your solution.
Assessment Description
This assessment focuses on the development of an IT Service Desk System. Service desk systems are vital tools in IT environments, allowing organisations to manage, track, and resolve issues submitted by employees/staff. These systems streamline support processes by providing a central platform for reporting, tracking, and resolving issues related to IT services. The theoretical underpinning involves understanding control flow, data structures, conditional logic, and modularity in Python programming to create a functional and efficient system.
The business case for this assessment simulates a real-world IT environment where the service desk plays a crucial role in ensuring smooth operational support. The task integrates various fundamental programming concepts, encouraging students to build a robust and scalable solution/software application that mirrors industry practices. The system should be flexible, user-friendly, and allow seamless ticket submission, tracking, and status updates. By incorporating real-world scenarios and IT environments, students are better prepared for professional tasks in IT service management and programming.
Requirements Part 1: Code:
Your task is to create an IT Service Desk System that covers the following minimum requirements:
Control Flow:
Implementa menu-driven system where users can choose options such as:Submit anewCheckticket status (e.g., “Open”, “In Progress”, or “Closed”).Viewa list of unresolved/openChatGPTInteraction: Describe your menu implementation and control flow to Ask for its feedback on optimising the menu for ease of use. Document this interaction.
Conditional Statements:
Addlogic to classify tickets based on their urgency (e.g., Use a drill-down menu to select urgency):Lowurgency (minor issues, no impact on operations).Mediumurgency (moderate issues, partial impact).Highurgency (critical issues, system down).ChatGPTInteraction: Discuss your approach for categorising ticket urgency with ChatGPT and ask for any suggestions to refine this logic. Document this interaction.
Lists and Dictionaries:
Usedictionaries to store ticket details, such as:TicketTicketTicketTicketUselists or tuples to track the order of ticketChatGPTInteraction: Share your use of dictionaries and lists/tuples with ChatGPT and ask for improvements or alternative approaches. Document this interaction.
Loops:
Implementloops to handle tasks such as displaying the menu until the user chooses to exit and iterating over tickets to manage them.ChatGPTInteraction: Ask ChatGPT for suggestions on improving loop efficiency, especially when iterating through large ticket queues. Document this interaction.
Functions:
Modulariseyour code by creating functions to handle:SubmittingnewCheckingthe status of existingDisplayingunresolvedChatGPTInteraction: Discuss your function design and ask for ChatGPT’s feedback on improving code reusability and modularity. Document this interaction.
Libraries:
Useexternal libraries (e.g., random, datetime, etc) to manipulate the tickets asChatGPTInteraction: Discuss with ChatGPT which external library might be appropriate for this Ask for feedback on how to install, import, and effectively use the chosen library. Document this interaction.
Part 2: Video:
As part of your assessment, you are required to create a Code Explanation Video in which you will explain the logic and reasoning behind your code. This video will demonstrate your understanding of the programming concepts you have applied in your IT Service Desk System and allow you to articulate your thought process clearly. Use the following guidelines for the coding explanation video:
Purpose:
The video should focus on explaining the logic and reasoning behind your code, highlighting key decisions, programming constructs, and how different components of your code work together to achieve overall functionality.
Content to Cover:
Providea brief overview of the IT Service Desk System, including its main features andHighlight key sections of your code, such as control flow, conditional logic, functions, loops,and data structures (lists, dictionaries). Explain how these sections contribute to the overall system functionality.Discuss the rationale behind your choice of algorithms, data structures, and code organisation. Justify why you used specific methods, libraries, or design approaches.Identify any challenges you encountered while coding and explain how you resolved them. This could include debugging processes, optimising code, or refining logic with ChatGPT feedback.Mentionany improvements you made based on testing or feedback and suggest areas for future enhancement.
Requirements:
Thevideo should be between 5 to 7 minutes inUsescreen recording software to showcase your code directly while you explain Ensure your screen and audio are clear and your video is turned on.Youmust be the one explaining your code; do not use any AI-generated voiceovers or
scripts.
NOTE 1:
You will be provided with specific elements that will personalise your project. Each student will be assigned an IT environment to design their service desk system. These hidden elements will be revealed in Week 6 to ensure each student is presented with a distinct coding challenge.
NOTE 2:
You are encouraged to use ChatGPT and other generative AI tools to assist with specific tasks such as refining logic, providing guidance on library use, and offering suggestions for function logic. However, the use of ChatGPT or any generative AI for direct code generation is strictly prohibited. This assessment is designed to evaluate your programming skills, and all coding must be completed independently. Any attempt to use AI-generated code will be considered a violation of the assessment guidelines and will result in academic penalties.
This assessment aims to achieve the following subject learning outcomes:
LO1
Interpret simple program specifications.
LO4
Use an integrated development environment to develop, debug and test a solution written in a programming language.
Assessment Instructions
Developa clear structure for your IT Service Desk System, ensuring that all code is organised logically using functions and external libraries.
Before the assessment, you will receive a unique IT environment type (e.g., cybersecurity, network support, etc) to personalise your project. You must ensure that your assessment reflects the IT environment allocated to you by your facilitator.
The program must have user interactivity and choices so that users can use the program for as long as they want.
The program must follow proper coding standards such as including appropriate comments, be clearly organised, code must be easy to read and use appropriate variable names.
Include a transcript of all your interactions with ChatGPT. Ensure the transcript highlights the questionsasked, the feedback received, and how you implemented this feedback. Document this in a Word file in the form of screenshots.
Yourvideo will be assessed based on your ability to clearly and accurately explain your code, demonstrate a sound understanding of programming concepts, and justify your coding
You are only allowed to submit 3 files. 1 must be your Python code file in ‘. PY’ format, and other file must be either MS Word or PDF file format, where you will post your ChatGPT interaction The final file will be your video in a commonly supported format (e.g., MP4, AVI, MOV).
Submityour files via myKBS submission platform by the due
Please refer to the assessment marking guide to assist you in completing all the assessment
Important Study Information
Academic Integrity and Conduct Policy
https://www.kbs.edu.au/admissions/forms-and-policies
KBS values academic integrity. All students must understand the meaning and consequences of cheating, plagiarism and other academic offences under the Academic Integrity and Conduct Policy.
Please read the policy to learn the answers to these questions:
Whatis academic integrity and misconduct?Whatare the penalties for academic misconduct?Howcan I appeal my grade?
Late submission of assignments (within the Assessment Policy)
https://www.kbs.edu.au/admissions/forms-and-policies
Length Limits for Assessments
Penalties may be applied for assessment submissions that exceed prescribed limits.
Study Assistance
Students may seek study assistance from their local Academic Learning Advisor or refer to the resources on the MyKBS Academic Success Centre page. Further details can be accessed at https://elearning.kbs.edu.au/course/view.php?id=1481
Generative AI Traffic Lights
Please see the level of Generative AI that this assessment has been designed to accept:
Traffic Light
Amount of Generative Artificial Intelligence (GenerativeAI) usage
Evidence Required
This assessment
(?)
Level 1
Prohibited:
No GenerativeAI allowed
This assessment showcases your individual knowledge, skills and/or personal experiences in the absence of Generative AI support.
The use of generative AI is prohibited for this assessment and may potentially result in penalties for academic misconduct, including but not limited to a mark of zero for the assessment.
Level 2
Optional:
You may use GenerativeAI for research and content generation that is appropriately referenced.
See assessment instructions for details
This assessment allows you to engage with Generative AI as a means of expanding your understanding, creativity, and idea generation in the research phase of your assessment and to produce content that enhances your assessment. I.e., images. You do not have to use it.
The use of GenAI is optional for this assessment.
Your collaboration with GenerativeAI must be clearly referenced just as you would reference any other resource type used. Click on the link below to learn how to reference GenerativeAI.
https://library.kaplan.edu.au/referencing-other- sources/referencing-other-sources-generative-ai
In addition, you must include an appendix that documents your GenerativeAI collaboration including all prompts and responses used for the assessment.
Unapproved use of generative AI as per assessment details during the content generation parts of your assessment may potentially result in penalties for academic misconduct, including but not limited to a mark of zero for the assessment. Ensure you follow the specific assessment instructions in the section above.
Level 3
Compulsory:
You must use GenerativeAI to complete your assessment
See assessment instruction for details
This assessment fully integrates Generative AI, allowing you to harness the technology’s full potential in collaboration with your own expertise.
Always check your assessment instructions carefully as there may still be limitations on what constitutes acceptable use, and these may be specific to each assessment.
You will be taught how to use generative AI and assessed on its use.
Your collaboration with GenerativeAI must be clearly referenced just as you would reference any other resource type used. Click on the link below to learn how to reference GenerativeAI.
https://library.kaplan.edu.au/referencing-other- sources/referencing-other-sources-generative-ai
In addition, you must include an appendix that documents your GenerativeAI collaboration including all prompts and responses used for the assessment.
Unapproved use of generative AI as per assessment details during the content generation parts of your assessment may potentially result in penalties for academic misconduct, including but not limited to a mark of zero for the assessment. Ensure you follow the specific assessment instructions in the section
above.
Assessment Marking Guide
Marking Criteria
| 40 marks
F (Fail) 0 49%
P (Pass) 50 64%
C (Credit) 65 74%
D (Distinction) 75 84%
HD (High Distinction) 85 100%
Control Flow and Conditional Statements
| 5 marks
You have implemented a basic menu and conditional logic, but it lacks functionality or doesn’t align with the task requirements.
You have implemented a functioning menu and conditional logic, but with limited user options or inefficient control flow.
You have created a menu and conditional logic that meets most requirements with clear and functional control flow.
You have implemented an efficient and user- friendly menu and refined conditional logic, covering all major requirements.
You have implemented an intuitive, fully functional menu and highly efficient conditional logic that exceeds the task
requirements.
Lists, Dictionaries, and Loops
| 5 marks
You have used lists, dictionaries, and loops incorrectly, or they are absent in your code.
You have included basic lists, dictionaries, and loops, but they are underutilised or not clearly implemented.
You have effectively used lists, dictionaries, and loops to store and manage ticket details and handle interactions.
You have used lists, dictionaries, and loops efficiently, with clear structure and appropriate use of Python’s capabilities.
You have used lists, dictionaries, and loops in an innovative and efficient manner, optimising ticket storage, management, and
interaction.
Functions and Libraries
| 5 marks
You have not used functions and libraries correctly, or they are missing from your code.
You have implemented basic functions and libraries, but they are not modular or fully functional.
You have created functional and modular code using appropriate functions and libraries to handle tasks such as ticket submission and
status checks.
You have designed modular functions and effectively integrated libraries that enhance code reusability, readability, and
organisation.
You have created highly modular, reusable functions and optimised the use of libraries, significantly improving the system’s structure
and efficiency.
ChatGPT Interaction Documentation
| 5 marks
You have not documented your ChatGPT interactions, or the documentation is incomplete or unclear.
You have documented your interactions with ChatGPT, but the explanations are limited or vague.
You have documented your ChatGPT interactions clearly, explaining how the suggestions influenced your solution.
You have provided detailed documentation of your ChatGPT interactions, showing a clear and thoughtful
implementation of the feedback.
You have thoroughly documented your ChatGPT interactions, demonstrating critical engagement with the
tool’s feedback and its impact on your solution.
Coding Standards
| 5 marks
Your code lacks comments and is difficult
to read or understand.
You have added some comments, but the code
Your code is commented and
organised, making it
Your code is well- organised with detailed
comments, making it
Your code is exceptionally well-
commented and
is not well-organised or fully readable.
easy to read and understand.
highly readable and easy to follow.
organised, demonstrating professional-level
readability and clarity.
Code Explanation Video
| 15 marks
You have provided minimal explanation of your code. Your reasoning behind the code’s logic is unclear or incorrect, and you struggled to articulate your approach.
You have explained your code’s logic with some understanding, but the explanation is basic and lacks depth. Some areas of reasoning are missing or unclear.
You have provided a clear and coherent explanation of your code’s logic and reasoning. Most of your decisions are well justified and understandable.
You have given a detailed and structured explanation of your code’s logic and reasoning, demonstrating a strong understanding of programming concepts.
You have provided an exceptional and in-depth explanation of your code’s logic and reasoning, showcasing advanced understanding and insightful justification of your
programming decisions.
Feedback and grades will be released via MyKBS