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@article{194110,
        author = {Khan Mohammad Daniyal and Khan Mohammad Kaif and Sara Siddiki and Armaan Abdul Rahim Shaikh},
        title = {Automated Incident Management System (AIMS)},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {10},
        pages = {4631-4634},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=194110},
        abstract = {Incident management plays a critical role in maintaining operational efficiency in organizations that rely heavily on information technology infrastructure. In many institutions, incident reporting and tracking are still handled through manual methods such as emails, registers, or verbal communication. These approaches often result in delayed responses, lack of transparency, duplicate complaints, and inefficient resolution of issues. This paper presents the design and development of an Automated Incident Management System (AIMS), a web-based platform that automates the entire lifecycle of incident handling from reporting to resolution.
The system enables users to report incidents such as network issues, hardware failures, software errors, and account-related problems through a structured interface. The platform automatically generates tickets, predicts incident priority, assigns the issue to the appropriate department, and allows real-time monitoring of incident status. Role-based dashboards enable users, technical staff, administrators, and super administrators to efficiently manage incidents according to their responsibilities.
Additional features such as duplicate incident detection, service level agreement (SLA) monitoring, audit logs, and OTP-based authentication improve system reliability and security. The implementation of AIMS significantly reduces response time, enhances accountability, and improves the overall efficiency of incident management in organizations and educational institutions.},
        keywords = {Incident Management, Automation, Web Application, Ticketing System, IT Support},
        month = {March},
        }