General problems
The company acquired the rights of using internally a system developed by a company that provided support for their customer.
The system developed by this company had the objective of optimizing the professionals' allocation on the problems that happen in the customers' systems.
The objective of the acquisition of the rights of use this system had the objective of optimizing the own professionals' allocation on the problems that happen in the internal systems of the company. Thus, lowering the company's costs.
The problem that had to be solved was the adaptation of the system to the reality of the own company. To do that it was necessary to add new characteristics and to build interfaces with other systems existent in the company.
