<![CDATA[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]]>
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