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What would be the some of the work breakdown schedules for a project consisting of creating a new database for help desk tickets that sends them out

What would be the some of the work breakdown schedules for a project consisting of creating a new database for help desk tickets that sends them out based on the tier levels and to a specific person, where the end user can track the flow of the ticket from start to finish; instead of just allowing end users to send an email to the help desk and wait until the ticket is resolved?

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