trouble tickets module
TRANSCRIPT
Trouble Tickets Module
Trouble Tickets feature and Benefits
What is Trouble Ticket?
A trouble ticket is a mechanism used in an organization to
track the defect
report and resolve some type of problem
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How Employee Queries are resolved?
Employee can have multiple queries
Normally he calls admin/HR or sends email
But, this can interrupt routine activities and take time
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Working of Trouble Tickets
Employee Logs in a Ticket
Admin/Manager can access to approve / decline the ticket
Close the ticket when resolved
Employee can also check status of previous tickets
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Its all simplified with
Adding Trouble Ticket Categories
Trouble Ticket categories can be added and time of response, time post which escalation will be done and to whom can be set
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Workflows
Option to edit or delete categories or add new category
Under adding new category, user can select the type of ticket (category creation) , The reviewer as well as manager
Eg. If the Category is Systems, Reviewer can be IT Head and Manager can be IT Exec
Workflows can be created under
System>configurations>Trouble Ticket Review > Create Workflow
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Reviews
Manager can resolve the issue or escalate
The history of past tickets can also be seen
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Employee Login – Applying for Trouble Tickets
Select the category from dropdown
Option to enter additional emails
Employee can apply a Trouble ticket or review and close existing issues
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