Complaint Management System

Overview

A full-stack Complaint Management System designed to streamline complaint registration, assignment, tracking, and resolution processes. The application supports role-based access for Users, Technicians, and Administrators, incorporates AI-powered complaint categorization and troubleshooting suggestions, and provides real-time notifications and analytics dashboards.

---

Key Features

Authentication & Security

• JWT-based Authentication and Authorization
• Role-Based Access Control (User, Technician, Admin)
• BCrypt Password Encryption
• Protected APIs using Spring Security
• Axios Interceptors for Secure API Communication

Complaint Management

• Create and Track Complaints
• Upload Complaint Attachments
• Complaint Status Management
• Complaint Timeline Tracking
• Complaint Details View
• Pagination Support
• Search and Filtering

User Features

• Create Complaints
• View Complaint History
• Track Complaint Progress
• Manage Profile Information
• Change Password

Technician Features

• View Assigned Complaints
• Update Complaint Status
• Add Work Notes and Comments
• Track Assigned Tasks

Admin Features

• View and Manage All Complaints
• Assign Technicians
• Update Complaint Status
• Dashboard Analytics
• Technician Performance Analytics
• Export Reports to Excel

AI Features

• AI-Based Complaint Categorization
• AI Troubleshooting Suggestions
• Powered by Groq API (Llama 3.3 70B Versatile)

Notifications

• Email Notifications
• Real-Time WebSocket Notifications

Analytics & Reporting

• Complaint Statistics Dashboard
• Resolution Time Analytics
• Complaint Status Distribution
• Technician Performance Metrics
• Export Reports to Excel

---

Tech Stack

Frontend

• React.js
• Material UI (MUI)
• Axios
• React Router
• Recharts

Backend

• Spring Boot
• Spring Security
• Spring Data JPA
• JWT Authentication
• WebSocket (STOMP)
• Java Mail Sender

Database

• MySQL

AI Integration

• Groq API
• Llama-3.3-70B-Versatile

---

System Architecture

React Frontend
       │
       ▼
Spring Boot REST APIs
       │
 ┌─────┼─────┐
 ▼     ▼     ▼
MySQL  AI   WebSocket
Database API Notifications

---

Project Modules

User Module

• Register/Login
• Create Complaint
• View My Complaints
• Complaint Details
• Comments & Timeline
• Profile Management

Technician Module

• Assigned Complaints
• Status Updates
• Work Notes
• Complaint Resolution

Admin Module

• Complaint Management
• Technician Assignment
• Dashboard Analytics
• Report Export
• Performance Monitoring

---

Installation

Backend Setup

git clone <repository-url>

cd backend

mvn clean install

mvn spring-boot:run

Frontend Setup

cd frontend

npm install

npm start

---

Environment Variables

Frontend (.env)

REACT_APP_API_URL=http://localhost:8080/api/v1

Backend (application.properties)

spring.datasource.url=
spring.datasource.username=
spring.datasource.password=

jwt.secret=

groq.api.key=

spring.mail.username=
spring.mail.password=

---

API Highlights

Authentication

• POST /api/v1/auth/register
• POST /api/v1/auth/login

Complaints

• POST /api/v1/complaints
• GET /api/v1/complaints/my
• GET /api/v1/complaints/{id}

Admin

• PUT /api/v1/admin/assign-technician
• PUT /api/v1/admin/update-status

Technician

• GET /api/v1/technician/complaints
• PUT /api/v1/technician/update-status

Analytics

• GET /api/v1/analytics/dashboard
• GET /api/v1/analytics/technician-performance

---

Future Enhancements

• Docker Containerization
• Cloud Deployment
• Mobile Application
• Advanced Reporting
• Audit Logs
• Multi-Tenant Support

---

Author

Charan Yerramsetti

Java Full Stack Developer

• Java
• Spring Boot
• React.js
• MySQL
• AI Integration
• REST APIs

---

License

This project is developed for educational and portfolio purposes.