The newly developed ‘Help Desk
Management System (HDMS)’ to be made operational from 10.01.2014 is an attempt
to standardize the mechanism of providing support to the field units in respect
of various technical issues in a number of application packages developed by
CEPT, Mysore. At present the technical support is being provided through email
using the support email id (support@ceptmysore.net).
This existing system has a
number of limitations of which the most important is the limit of sending
emails via Gmail on a particular day resulting in delayed replies to the field
units. Moreover a particular issue is being raised at various levels e.g. PO /
Division / Region / Circle multiple times resulting in multiple handlings of
same case thereby delaying the new cases. “Help Desk Management System
(HDMS)" is developed as a solution to a number of such issues. This
application is hosted over the website of CEPT i.e. http://cept.gov.in under
the ‘Support’ Menu.
The Salient features of this
application are as follows:
1. Only registered users
having valid user id and password (registered for logging into the CEPT
website) can raise a technical issue, called “Ticket”, in respect of
pre-defined modules. Any departmental employee can register as a user of CEPT
Website & resultantly use the HDMS following due procedure detailed under
the Signup link on the Home Page of http://cept.gov.in.
2. The technical issues can be
raised for all types of applications developed / maintained by CEPT & being
used at all types of offices in the department. However in the first phase of
HDMS, a ticket can be raised in respect of 25 major modules / application /
website being used at 06 major types of operative offices. The remaining
applications / office type is planned to be included under HDMS in second phase
subsequently.
3. Each technical issue raised
is allotted a unique identity called “Ticket Number” automatically. All correspondences
in connection with a particular issue may be seen under this unique ticket
number. The user / ticket raiser may remind the CEPT in case the ticket raised
by him is not replied within a pre-fixed time frame.
4. Each operative unit shall
be mapped to the concerned Division / Region / Circle, which in turn will be
able to view the tickets raised for the units under their administrative
control. They can also remind on the pending tickets.
5. All the issues raised and
solution provided by CEPT will be available for scrutiny at any time and thus
in long run, the replies furnished by CEPT will be used to build a knowledge
base.
6. The users are encouraged to
provide their feedback on the application as well as on the individual tickets.
7. Please click on User Manual
for Ticket Raiser to understand the functionality of the various options under
HDMS
Source: cept.gov.in
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