Visual Incident Manager

Visual Incident Manager (VIM) is an intuitive ticketing system that allows managing incidents/tickets for various situations/industry. For each company, VIM allows multiple departments and with each department, multiple support levels such as L1, L2 and L3. Each department should be able to configure its own rules. Example: For the "IT HelpDesk" department, the severity of the ticket will be determined based on impact of the issue such as - single user, multiple users and all users. And, based on the severity the SLA response and resolution time will be determined. However, for the "Software" department, the incident submitted by the user will be reviewed by an appropriate manager and estimated resolution time will be provided. VIM should track support associates utilization, time spent in resolving each ticket, etc... The system should provide visual reporting, alerts for overdue tickets, etc... The system should use MySQL DB