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All Journal Faktor Exacta Jurnal ULTIMA InfoSys Jurnal Nasional Komputasi dan Teknologi Informasi JISICOM (Journal of Information System, Infomatics and Computing) Journal of Information System, Applied, Management, Accounting and Research Jurnal Sistem Komputer & Kecerdasan Buatan Jurnal AbdiMas Nusa Mandiri Jurnal Riset dan Aplikasi Mahasiswa Informatika (JRAMI) sudo Jurnal Teknik Informatika Jurnal Rekayasa Komputasi Terapan Kapas: Kumpulan Artikel Pengabdian Masyarakat Seminar Nasional Riset dan Teknologi (SEMNAS RISTEK) Jurnal Repositor Jurnal Riset dan Aplikasi Mahasiswa Informatika (JRAMI)
Rismawati, Nofita
Universitas Indraprasta PGRI
Aerospace Engineering Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Mathematics Neuroscience Physics Social Sciences Transportation Other

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Penerapan Rule-Based Classifier untuk Menentukan SLA Rate Pada PT Nettocyber Indonesia Ahmad Juve Perdana; Nofita Rismawati; Norma Pravitasari
Jurnal Riset dan Aplikasi Mahasiswa Informatika (JRAMI) Vol. 7 No. 02 (2026): Jurnal Riset dan Aplikasi Mahasiswa Informatika (JRAMI)
Publisher : Program Studi Teknik Informatika, FTIK, Universitas Indraprasta PGRI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30998/jrami.v7i02.941

Abstract

Internet service providers are required to maintain service quality and reliability in order to enhance customer satisfaction and corporate value. One key indicator in service evaluation is the Service Level Agreement, which is calculated based on incident ticket data. However, at PT. Nettocyber Indonesia, the process of recording tickets and calculating SLAs is still done manually, which has the potential to cause errors, data inconsistencies, and low work efficiency. This study aims to develop a structured desktop-based system for recording incident tickets that can automatically classify and calculate SLAs. The system is built using the Java programming language with a MySQL database and employs a rule-based classifier method to group tickets based on specific parameters such as incident type, customer priority, and service impact. The results of this study indicate that the developed system improves the accuracy of ticket recording and classification and accelerates the SLA calculation process compared to manual methods. Consequently, this system can help enhance work efficiency and quality of service evaluation at internet service providers
Co-Authors Abd Rohman, Abd Acep Acep Achmad Fauzi Agus Kurniawan Agustini Putri Lestari Ahmad Juve Perdana Ajshifa, Ibnu Shabil Anshary, Nico Bustanul Bahari, Nusa Setiawan Dedy Trisanto Dedy Trisanto Dedy Trisanto Dian Nur Sholihaningtias Ega Shela Marsiani Ek Ajeng Rahmi Pinahayu Farhan Rahmadani Hafizillah Hafizillah Handayani, Shinta Dwi Hidayah, Muslihatul Husna, Nahdah Salma Ikhwan, Azka Zain Ikromul Irfan Fakhruddin Irwan Febriyanto marsiani, ega shela Ma’roef, Muhammad Fajar Anshori Meli Agustina Mercy Hermawati Meytiara Mustika Millati Izzatillah Millati Izzatillah Mohamad Lutfi Nugraha Muhammad Rizki Mulya, Muhamad Femy Nala Syavithra, Baskara Chandra Naufal, Rizky Adhari Nilma, Nilma Norma Pravitasari Papilaya, Vincent Andreas Prasetya, Rendi Pravitasari, Norma Purba, Samuel Martohap Putra Pratama, Ghossan Amaanullah Rahmawati, Euis Raudha Rizky Alifi Rayung Wulan RETNO NENGSIH Rifki Ristiawan Rini Sriyanti Ritonga, Muhammad Soleh Rizca Kurnia Dewi Ryan Rivaldi Saipul Anwar Setianingrum, Dewi Utari Sriyanti, Rini Taliak, Hendrik Wellem Wildan Wildan Yossi Indrawati Syuhardi