He said he had a prototype in JavaScript, that's still s long way from a multi-user production system. The problem generally is that management doesn't understand this.

There's concurrency issues, as in what happens if two technicians are accessing the same ticket. There's the backend system which will also include user details etc. there's the whole account management portion. And so on.

A prototype is great but there's still a good a lot of work left to productize something ;)