Sistema móvil con seguridad biométrica para gestionar tickets de incidencias TI en las sucursales de Riobamba de la cooperativa de ahorro y crédito Fernando Daquilema.

Abstract

This research presents the development of a mobile system with biometric security to manage IT incident tickets at the Riobamba branches of the Fernando Daquilema Savings and Credit Cooperative. This thesis will refer to this system as "Daquinet." The agile Scrum methodology was applied for its construction, adopting practices such as frequent iterations, user stories, and a user-centered approach. We used the Flutter framework for frontend development and Spring Boot for the backend. Additionally, integration with the Redmine API allowed effective synchronization with the existing incident management system. The Fernando Daquilema Savings and Credit Cooperative has been present throughout the process, establishing quality and efficiency measures. The Daquinet interface was intuitively designed to enhance user experience. The results obtained at the end of development show a significant improvement in efficiency compared to the previous system. Specifically, technicians' acceptance of tickets from their creation experienced a considerable reduction in time. Daquinet not only reinforces security in incident management but also proves to be a more efficient solution in the Riobamba branches of the Fernando Daquilema Savings and Credit Cooperative. The objectives of the thesis work include determining the current process of ticket generation, analyzing the tools used for development, developing the system modules, and evaluating the improvement in efficiency of the new automated system compared to the previous system used.