DIGIT Works
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Works v0.1
Works v0.1
  • Introducing DIGIT Works Platform
  • Platform
    • Release Notes
      • Service Build Updates
      • MDMS & Configuration Updates
      • Test cases
    • Platform Capabilities
    • Architecture
      • High Level Design
      • Low Level Design
        • Registries
          • Individual
          • Bank Account
          • Organisation
        • Services
          • Project
          • Estimates
          • Contracts
          • Attendance
          • Muster Roll
          • Expense
    • Functional Specifications
      • Project
      • Estimates
      • Organisation
      • Attendance Management
      • Muster Roll
      • Expenditure / Billing
      • Contracts
    • Platform Services
      • Project
      • Estimates
      • Contracts
      • Attendance
      • Muster Roll
      • Expense
      • Bank Account
      • Organisation
    • Source Code
    • Roadmap
    • Installation
    • Configuration
      • Service Configuration
        • Project
        • Estimate
        • Contract
        • Attendance
        • Muster Roll
        • Expense
        • Bank accounts
        • Organisation
        • Individual
  • Products
    • Works App
      • UX Design
      • Technical Design
      • Field App User Manual
      • Configuration Manual
      • Technical Manual
  • Programmes
    • MuktaSoft (v1.0)
      • Specifications
        • User Persona
        • Functional Requirements
          • Product Requirements Document
          • User Stories
            • User Creation & Role Mapping
            • Employee Login
            • Employee Home Page
            • Project User Stories
              • Create Project
              • Search Project
              • View Project Details
              • Modify Project Details
            • Estimate User Stories
              • Create Estimate
              • Estimate Workflow (Role Action Mapping)
              • Estimate Inbox
              • Estimate Create/Submit Workflow
              • Estimate Edit/Submit Workflow
              • Estimate Verify & Forward Workflow
              • Estimate Reject Workflow
              • Estimate Send Back Workflow
              • Estimate Send Back To Originator Workflow
              • Estimate Technical Sanction
              • Estimate Approve Workflow
              • Search Estimate
              • View Estimate
            • Contracts User Stories
              • Create Work Order
              • Work Order Workflow
              • Work Order Inbox Page
              • Create/ Submit Work Order
              • Edit/Submit Work Order
              • Verify & Forward
              • Send Back
              • Send Back To Originator
              • Reject Work Order
              • Approve
              • Work Order PDF
              • Search Work Order
              • View Work Order
            • Muster Roll User Stories
              • Inbox Page
              • Muster Roll Workflow
              • Muster Rolls - Verify & Forward
              • Muster Roll - Send Back
              • Muster Rolls - Send Back To CBO
              • Muster Roll - Edit/Submit
              • Muster Roll - Approve
              • Search Muster Roll
              • View Muster Roll
            • Bill User Stories
              • Create Purchase Bill
              • Create Wage Bill
              • Create Supervision Bill
              • Bill Workflow
              • Bill Inbox
              • Edit Purchase Bills
              • Verify & Forward
        • Roadmap
      • Deployment
        • Release Notes
          • Service Build Updates
          • MDMS & Configuration Updates
          • Gate 2 Release Checklist
          • Test Cases
        • MuktaSoft Services
          • IFMS Adapter
          • Expense Calculator
          • Works PDF
          • Works UI
            • UI Tech Flow Diagrams
          • Bill Scheduler
        • Deployment Guide
        • Configuration
          • Master Data Templates
            • Project Type
            • Target Demography
            • Unit Of Measurement (Units)
            • Overheads
            • Skill Category & Skills
            • Community-Based Organisation Roles
            • Scheme
            • Expense Heads
            • Standard Deductions
            • Organisation Type
            • Organisation Sub Type
            • Organisation Functional Category
            • Organisation Class/Rank
            • HRMS Sections/Departments
            • HRMS Designation
            • HRMS Employment Type
            • User Role
            • Organization
            • Wage Seeker
            • Tenants
            • Ward Boundary
            • Locality Boundary
            • Payment Advice Format
            • Users Data
          • Notifications & SMS Templates
          • Localisation
          • Service Configuration
          • UI Configuration
            • Common Configurations
              • Role Configuration
              • MDMS Configuration
              • APK Generation
            • Modules
              • Project
              • Estimate
              • Workorder
              • Muster Roll
              • Bill
              • Organization
              • WageSeeker
              • WageSeeker (CBO Application)
              • Attendance (CBO Application)
              • MusterRoll (CBO Application)
            • Drafts
              • Contracts
                • Create Contract
                • Contract Workflow
                • Modify Contract
              • Estimate
                • Create Estimate
                • Estimate Worflow
                • Modify Estimate
              • Attendance Management
                • Inbox
                • View Attendance
                • Modify Attendance
        • Customisation
          • UI Screens Customisation
            • Document Upload Container
            • CSS Customisation
            • Inbox/Search Screen
      • Implementation
        • Programme Details
          • Pilot Roll Out Plan
          • Pilot Go Live Definition
          • Pilot Sucess Metrics
          • Adoption Metrics
          • Implementation Plan
          • Implementation Checklist
          • Issue Management - Standard Operating Procedures
          • UAT Test Planning
            • Test Case Scenarios
            • UAT Test Case Scenarios
            • Issue Reporting Template
        • Training Resources
          • User Manual
            • Getting Started
            • CBO User Manual
              • CBO - Getting Started
              • My Works
              • Track Attendance
              • Muster Rolls
              • My Bills
            • Employee User Manual
              • Project
              • Estimate
                • Technical Sanctioner
              • Work Order
              • Workflow
              • Billing
              • Payment
              • Registries
              • Organizations
  • COMMUNITY
    • Discussion Board
    • Issues
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  • Process Flow
  • SOP For Ticket Triaging
  • Ticketing Tool - To be set up by HUDD

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  1. Programmes
  2. MuktaSoft (v1.0)
  3. Implementation
  4. Programme Details

Issue Management - Standard Operating Procedures

Process flow for Issue Management for MUKTASoft V1.0 App

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Last updated 1 year ago

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Process Flow

Post-pilot implementation of MUKTA V1 in 2 ULBs (Jatni and Dhenkanal), a helpdesk will be set up by HUDD for the resolution of the queries by ULB employees and CBOs. This document has been put in place as a ready reckoner to ensure the smooth resolution of the queries without any delays.

  1. An operations and maintenance help desk would be set up by HUDD and the nominated staff would be trained extensively on all the features of the MUKTA app and tackling related queries.

  2. As and when the users face an issue, they would call the said O&M helpdesk for assistance. The reported issues would be categorized into functional or technical or bugs and enhancements and logged into a ticketing tool.

  3. In case the help desk staff is unable to resolve the issue from their end, all functional issues would be escalated to the Master Trainers.

  4. Technical issues would be escalated to the Technical Team of HUDD.

  5. All bugs and enhancements would be forwarded to the eGov team.

  6. The technical issues related to the infrastructure provided by HUDD will be referred to the technical team at HUDD and other technical issues with respect to the MUKTASoft app or iFIX shall be directed to the eGov technical team.

SOP For Ticket Triaging

  1. A Helpdesk facility shall be provided through a dedicated phone number/Email Id.

  2. Helpdesk Operators (L1) will log technical incidents/Issues/Problems with the system and perform the following activities and assign incident/ticket Id to the ticket/incident for tracking purposes and will share with the user:

  3. Ticket/Call Diagnosis

  4. Categorization into Problem/Incident/Change Request/Bug Fixes

  5. Assign severity/Priority levels

  6. Tentative timelines for further action

  7. The following SLA prioritization matrix shall be referred for ticket resolution purposes for the issues that are escalated to the eGov technical team. It is also recommended that the Technical Team at HUDD and Master Trainers adhere to similar timelines in responding to issues escalated to them.

Priority
Criticality
Response Time

Priority - 1

Critical

Response within 1 business day, once it reaches to eGov

Priority- 2

High

Response within 1-2 business days, once it reaches to eGov

Priority - 3

Moderate

Response within 1-2 business days, once it reaches to eGov

Priority - 4

Low

Response within 1-2 business days, once it reaches to eGov

Ticketing Tool - To be set up by HUDD

  1. A free version of the JIRA ticket management tool will be made available by eGov’s technical team for HUDD. This can be used by up to 10 users.

  2. The following are the mandatory users of JIRA:

    • designated technical SPOC from both Pilot ULBs,

    • HUDD technical team,

    • MUKTASoft help desk staff,

    • eGov technical team, and

    • other users can be decided based on necessity.