Issue Management - Standard Operating Procedures

Process flow for Issue Management for MUKTASoft V2.0 App

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 Setup 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