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Works v1.1
Works v1.1
  • Introducing Works
    • What's New
  • Design Approach
    • Approach
    • Solution Design
  • Specifications
    • Functional Specifications
      • Project
      • Estimates
      • Organisation
      • Attendance Management
      • Measurements
      • Muster Roll
      • Expenditure / Billing
      • Contracts
    • Release Notes
      • MDMS & Configuration Updates
      • Test cases
      • Data Migration
      • Service Build Updates
  • Reference Implementations
    • MUKTASoft v2.1
    • MUKTASoft v2.2
      • Specifications
        • Roadmap
        • User Persona
        • Functional Requirements
          • Product Requirements Document v2.0
          • Product Requirements Document v2.1
            • Employee Mobile Application
            • Aadhaar Integration
            • Estimate Templates
            • SOR Rate Analysis
          • User Stories
            • Time Extension
              • CBO: Create Time Extension
              • Time Extension Workflow
              • EMP: Create Time Extension
              • Search and View Time Extension
              • CBO: My Requests
              • CBO: Edit Time Extension
            • JIT-FS Integration
              • Fund Allocation Register
              • Create Payment Instruction
              • PIS: Payment Instruction Status
              • PAG: Payment Advice Status
              • PD: Update payment details
              • FD: Update Failed Payments
              • Create Revised Payment Instruction
              • Revised PI: Update payment details
              • Revised PI: Updated Failed Payments
              • Search Payment Instruction
              • View Payment Instruction
            • Work Order
              • 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
              • Search Work Order
              • Work Order PDF
            • Dashboard v1.0
              • Commons
              • KPIs: Actions Items
              • KPIs: SLA Breached
              • KPIs: Leaderboard
              • KPIs: Activities by Status
              • KPIs: Payments
              • KPIs: Expenditure
            • Schedule of rates
              • Create SOR
              • Search SOR
              • View SOR
              • Modify SOR
              • Add/ Modify Rate
            • Detailed Estimate
              • Create Detailed Estimate
              • Change in workflow
              • Change in edit estimate
              • Search and View Detailed Estimate
            • Detailed MB
              • Create MB
              • MB Inbox
              • MB Workflow
              • Search MB
              • View MB
              • Edit MB
            • Employee Mobile Application
              • Employee Login
              • Home Page
              • Work Orders
              • Create/ Edit MB
              • Measurement Books
              • View Measurement Book
            • Aadhar Integration
              • Wage Seeker's Registration
              • Wage Seeker Modification
            • Improvements
              • Moving Skills to SOR Master
              • Re-payment of failed payment
              • Revising estimate calculation logic
              • Material purchase payment to CBO
            • Estimate Template
              • Create Template
              • Search Template
              • View Template
              • Modify Template
              • Change in estimate to add template
            • Rate Analysis
              • Add/ Edit Rate Analysis
              • View Rate Analysis
              • Revising Rate
              • Analysis Statements
              • Utilization Statements
              • Download of analysis statements
            • Data Protection & Privacy
              • Display Privacy Notice In Login
              • Display Bank Account Details On Wage Bill
              • Display Muster Roll Details
              • View Payment Instruction - Mask Account Number & IFSC
              • View /Edit Wage Seeker Details
              • View/Edit Organisation Details
              • Display Engaged Wage Seeker Details
              • Display Organisation Profile & Bank Details
              • Track Attendance Changes
              • View Muster Rolls
              • Search Wage Seeker
              • Remove PII & Sensitive Data From Additional Fields
      • Deployment
        • Release Notes
          • Service Build Updates
          • Data Migration
          • Test Cases
        • Deployment Guide
        • SMS Adapter Services
          • Notification Consumer
          • Notification Consumer Service
          • Contact Notification Service
          • Estimate Notification
          • Expense Notification Service
          • Muster Roll Notification Service
          • Measurement Notification Service
          • Organisation Notification Service
          • Individual Notification Service
        • MUKTASoft Services
          • IFMS Adapter
          • Expense Calculator
          • Works PDF
          • MUKTA Services
          • Bank Account Search
          • Individual Search
          • Organisation Search
          • Bill Scheduler
          • Statements
          • Rate Analysis
        • 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
            • Schedule of rates
            • Rate Analysis
          • Notifications & SMS Templates
          • Localisation
          • Dashboard Reindexing
          • Platform Service Configuration
          • UI Configuration
            • Common Configurations
              • Role Configuration
              • MDMS Configuration
              • APK Generation
            • Modules
              • Project
              • Estimate
              • Workorder
                • Time Extension
              • Muster Roll
              • Bill
              • Organization
              • Wage Seeker
              • Wage Seeker (CBO Application)
              • Attendance (CBO Application)
              • Muster Roll (CBO Application)
              • Mukta Dashboard
              • Measurement
              • SORs and Rates
              • IFMS Adapter UI
              • Rate Analysis
              • Revision Of Rates
              • Estimate Template
              • Measurement Book (Mobile Application)
        • Customisation
          • Works UI
            • UI Tech Flow Diagrams
          • UI Screens Customisation
            • Document Upload Container
            • CSS Customisation
            • Inbox/Search Screen
      • Implementation
        • Pilot Roll Out Plan
        • Pilot Go Live Definition
        • Pilot Sucess Metrics
        • Success Metrics
        • Adoption Metrics
        • Adoption Template
        • Implementation Plan & Checklist
        • Issue Management - Standard Operating Procedures
        • Training Resources
          • User Manual
            • Mobile Application User Manual
              • CBO - Getting Started
                • My Works
                • Track Attendance
                • Muster Rolls
                • My Bills
                • My Requests
              • Employee - Getting Started
                • Work Orders
                • Measurement Books
            • Web Application User Manual
              • Getting Started
              • Project
              • Estimate
              • Work Order
              • Time Extension
              • Measurement Book
              • Muster Roll
              • Billing
              • Payments
              • Rates Revision
              • Registries
                • Wage Seekers
                • Organizations
                • Schedule Of Rates
                  • SOR Definition
                  • Rates
                  • Rate Analysis
                • Estimate Template
            • Kibana Dashboard User Manual
          • Training Videos
        • UAT Planning
          • UAT Test Case Scenarios
          • UAT Schedule Plan
          • Issue Reporting Template
          • UAT Credentials
  • Platform
    • Architecture
      • High Level Design
      • Low Level Design
        • Registries
          • Individual
          • Bank Account
          • Organization
        • Services
          • Project
          • Detailed Estimates
          • Contracts
          • Attendance
          • Muster Roll
          • Expense
          • Schedule of Rates (archive)
          • Detailed Measurement Book
  • Setup
    • Install Works
      • Install Using GitHub Actions In AWS
      • System Data Setup
    • Configure Works
      • Service Configuration
        • Project
        • Estimate
        • Contract
        • Attendance
        • Muster Roll
        • Expense
        • Bank accounts
        • Organisation
        • Individual
        • Estimate Template
  • General
    • Source Code
    • Roadmap
    • Discussion Board
    • Issues
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On this page
  • Process Flow
  • SOP For Ticket Triaging
  • Ticketing Tool - To be set up by HUDD

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  1. Reference Implementations
  2. MUKTASoft v2.2
  3. Implementation

Issue Management - Standard Operating Procedures

Process flow for Issue Management for MUKTASoft V1.1 App

PreviousImplementation Plan & ChecklistNextTraining Resources

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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.