This Functional Specification is for Administrator’s Control Panel. From this Section, a company’s Corpcom administrator can manage the Corpcom application efficiently. He can manage Admin Users (internal Users), Clients (External Users), Organizational hierarchy (AUT), and Ticket Types.

 

He can view all the reports, which are necessary to control all aspects of communication through Corpcom. The URL and Login details for Corpcom will be mailed to you separately.

On clicking “Company Login” on the index page we get the following screen:

 

 

After login you can see the screen which has following Modules in the Administrator Control Panel

·         Admin User Home     

·         Ticket Group Home

·         Ticket Types Home

·         AUT home

·         Client Home

·        Reports Home

 

We will see all the sections of Administrator’s control panel (also referred as Company Login) one by one in the subsequent sections.

Please click on ‘AUT Home’ on the above menu bar. It will display the hierarchy, as you can see, one job title (AUT) is created by default as (Default user)

There are different levels in which Job Titles will be created. These Job Titles are known as AUT here. So first of all we have to create different job titles under different levels for the company. This allows creating the organization chart, which will support escalation of tickets in case of TIMEOUTS.

 

 

 

 

 

 

 

 

1. Creating new AUT (Job Title).

To create new AUT, click on Add New on the left-hand side in any level. It will create new AUT in THAT LEVEL. When you click on add new it will ask for AUT Name and will display three timings. These are timelines for each status of tickets globally set for CLIENT tickets. *Time lines for Admin User tickets(Internal Tickets) is defined during NEW TICKET creation.

 

Entering 4 basic details:

1.      AUT Name:  Name of the Department

2.      UN-Replied Time Limit: Each ticket will have the global UN-Replied time after which the ticket will start escalating. This time indicate time out period when the ticket is under UNREPLIED Status.

3.      Replied Time limit: Each ticket can have a Replied Time limit , meaning the ticket is just being replied and not yet solved or confirmed  yet , after the time limit the ticket will start escalating. This Time limit can be set to ‘’0’’.

4.      Solved Time Limit: Each ticket can have a solved Timed limit, meaning if the Client ticked if been flaged Solved but not yet confirmed by the client then after the time it will start escalating. This Time limit can be set to ‘’0’’.

2. Modifying or Deleting existing AUT.

If you want to modify that AUT, click on it in the diagram. Now you can modify the name or delete this AUT. See “Delete Record” in that box heading. If you want to shift any AUT in any level there are arrows with each AUT in the diagram.

3. Changing ‘ticket transfer timings’ of any Level

If you want to change timings for THAT LEVEL, Click on the ‘[Timings]’ link on the left hand side in the AUT diagram for any level.

Ticket Groups means department heads in the organization. Click on “Ticket Group Home” in the Menu Bar. Here you can manage all Ticket Groups.

 

1. Creating New Ticket Group: Click on the link provided " New ticket group". You simply add the name of Ticket group, which indicate department heads in the organization and submit.

Ticket Types means subjects. Click on “Ticket Type Home” in the Menu Bar. Here you can manage all Ticket Types. It is very similar to admin user section.

1.  Creating new Ticket Type

To create new Ticket Type, click on new ticket type. Any ticket Type can be created only by selecting the Parent department denoted by "TGroup Name " which we created in the above Step " New Ticket Group". It will also ask for ticket type name. Just provide the Ticket type Name and click on ‘Submit’.

2.  Modifying or deleting Ticket Type

To modify click on ‘edit’ under ‘Edit’ Heading for any Ticket Type. Here you can modify the Ticket Type Name or Delete this Ticket Type.

In this section, you can create Clients (External Users of that company), and manage them. In this section we can set different relationships between that Client and ticket types.

Click on “Client Home” in the top menu.

1. Creating Client

Click on “New Client” in the Menu Bar, once you come inside “Client Home”. Here you have to enter some personal details as well as contact details for that Client.

Here Email Address of this Client is very important because a mail will go each time, a new ticket is generated for that Client.

 
Provide Username and password, with the help of which this Client can log in to the Corpcom. Check “Can Create Ticket” to give that Client rights to create tickets. To disable this right for that Client, you can uncheck this option anytime in the future. When you click on submit, a welcome mail will go to that Client on the above provided email address, along with his Username and Password.

2. Modifying Client Profile.

If you want to modify any existing Client, you can click on ‘Edit’ under Profile header in ‘Client Home’. It will display all the existing details of that Client. Now modify the details you want, and click on submit.

3. Deleting Client

Click on ‘Delete’ under ‘Delete’ heading in the ‘Client home’. It will ask to confirm the deletion. If you want to delete, click on ‘Ok’, else click on ‘Cancel’.

4. Relating Ticket Types with Client.

A Client can see and create only those tickets, which come under the Ticket Types, for which, that Client has rights. For this feature, select “Edit” under “Ticket Types”. It will give you a list of Ticket Types created earlier. Select the Ticket Types, for which, you want this Client to manage the Tickets. Now this Client can see and reply only those tickets, which come under the selected Ticket Types.

In this section, you can create Admin users (Internal Users of that company), and manage them. In this section we can set different relationships between that Admin User with Client and ticket type.

Click on “Admin User Home” in the top menu.

 

1. Creating Admin User?

 
Click on “New Admin User” in the Menu Bar, once you come inside “Admin User Home”. Here you have to enter some personal details as well as contact details for that Admin User.

         Here Email Address of this Admin user is very important because a mail will go each time a new ticket is generated for that Admin User.

Provide Username and password, with the help of which this Admin User can log in to the Corpcom.

Check “Can Reply Ticket” to give that Admin User rights to reply tickets. To disable this right for that admin user, you can uncheck this option anytime in the future. Select Admin User type (AUT) for this Admin User from the combo box. These are the Admin User Types, which we had created earlier in “AUT Home” Section.

When you click on submit, a welcome mail will go to that Admin User on the above provided email address, along with his Username and Password.

 

User Type Information:

                   When new admin user is added in corpcom form company login the company has to assign existing senior admin users whom this new admin users will report to.

So whenever any ticket is not replied within allotted time the ticket is timeout and transferred to the admin users whom this defaulter admin user is reporting to.

So to make this functionality workable company needs to edit profile of all admin users and assign senior admin users whom this admin user will report to.

Steps for assigning admin user reporting to

1.      Login as company

2.      Click on “admin user home”

3.      Click on edit under profile

4.      Select “admin user type. As soon as “admin user type” is selected the list-containing name of admin users in “reporting to” is displayed. Only admin users in higher level than “admin user type” is displayed

5.      Click on admin user name that you want the current admin user report to. You can also select multiple admin users by pressing [ctrl] key on the keyboard.

6.      Click “submit” to submit your information.

1. Modifying Admin User Profile

If you want to modify any existing Admin User, you can click on ‘Edit’ under Profile header in ‘Admin User Home’. It will display all the existing details of that Admin User. Now modify the details you want, and click on submit.

2.  Deleting Admin User

Click on ‘Delete’ under ‘Delete’ heading in the ‘Admin User home’. It will ask to confirm the deletion. If you want to delete, click on ‘Ok’, else click on ‘Cancel’.

3.  Defining relationships with Clients

An Admin User can view tickets from only some specified clients. They don’t have rights to see all client tickets. This feature can be controlled from this section. In ‘Admin User Home’, Click on ‘Edit’ under ‘Clients’ heading. Here you can select the Clients to relate them with this Admin user. So after setting this relationship between this Admin user and clients, this Admin User can view tickets, which are coming from the selected Clients. Please note that this feature is only for Clients Ticket, not for Internal Tickets.

4. Relating Ticket Types with Admin Users

An Admin User can see only those tickets, which come under the Ticket Types, for which, that Admin users have rights. For this feature, select “Edit” under “Ticket Types”. It will give you a list of Ticket Types created earlier. Select the Ticket Types, for which, you want this admin User to manage the Tickets. Now this Admin User can see and reply only those tickets, which come under the selected Ticket Types.

6.REPROTS HOME:

                  

In this Section one will be able to see the reports of the interaction between client and admin user as well as between one admin user with another admin user. These are some basic reports, which gives clear accountability and performance appraisal to the Management.   

a)       How many Tickets are automatically transferred?       

b)      Client Ticket Summary        

c)       Admin User Ticket Summary           

d)       How Many Tickets Are timed Out ?   

Now we will go through the each query one by one:

a. How many tickets are automatically transferred?

          When you click on the above you will be redirected to report search page. On this page you can able to check the automatic ticket transfer status.

Here filters are provided for particular search. Enter Form Date and To Date

(mm/dd/yyyy ) to get the reports between particular days.

Select the Status and Type of the ticket and select the Admin user allotted for that particular type. Then Press GO. You can see all the tickets, which are transferred in the format below.

 

 

b. Client Ticket Summery

When you click on the above you will be redirected to report search page. On this page you can able to see Client Ticket Summery.

Here filters are provided for particular search. Enter Form Date and To Date in

(mm/dd/yyyy ) to get the reports between particular days. Select the Status and Type of the ticket and select the Clients allotted for those Tickets. Then press GO.

You will automatically redirected to Client Ticket Summery page. Here Client Name, Ticket Type, Unreplied Ticket, Replied Ticket, Solved Ticket and Confirmed Ticket will be displayed in the tabular format.

Here column named Unreplied Ticket, Replied Ticket, Solved Ticket and Confirmed

Tickets contain numbers. These numbers represents that many numbers of tickets and having the status of their column name. For example if in Unreplied ticket column contains value 2 in its row that means 2 unreplied tickets are present.

If you clicked on the Number you will be displayed Tickets ID, From (Client name),

Subject of the Ticket and the Date of Creation of Ticket. If you click on the Subject

Ticket Summery for that particular Client and that particular ID will be displayed.

 

 c. Admin User Ticket Summery

When you click on the above you will be redirected to report search page. On this page you can able to see Admin Ticket Summery.

          Here filters are provided for particular search. Enter Form Date and To Date in (mm/dd/yyyy ) to get the reports between particular days. Select the Type of the Ticket and select the Admin User allotted for those Tickets. Then press GO.

 

You will automatically redirected to Ticket Summery for Admin User page. Here Admin user Name, Ticket Type, Unreplied Ticket, Replied Ticket, Solved Ticket and Confirmed Ticket will be displayed in the tabular format.

      Here column named Unreplied Ticket, Replied Ticket, Solved Ticket and Confirmed Tickets contain numbers. These numbers represents that many numbers of tickets and having the status of their column name. For example if in Replied ticket column contains value 2 in its row that means 2 Replied tickets are present.

       If you clicked on the Number you will be displayed Tickets ID, From (Admin User name), Subject of the Ticket and the Date of Creation of Ticket. If you click on the Subject Ticket Summery for that particular Admin User and that particular Ticket ID will be shown.

 

d. How many Tickets are timed Out?

When you click on the above you will be redirected to report search page. On this page you can able to see Timeout Report Criteria.

        Here filters are provided for particular search. Enter Form Date and To Date in

(mm/dd/yyyy ) to get the reports between particular days. Select the Type of the Ticket and select the Admin User allotted for those Tickets. Then press GO.

You will automatically redirected to Ticket Summery for Admin User page. Here Admin User Name, Ticket Type, Timeout Ticket will be displayed in the tabular format.

        Here column named Timeout Tickets contains numbers. These numbers represents that many numbers of tickets and Having the status of their column name. For example if in timeout ticket column contains value 2 in its row that means 2 Timeout tickets are present. If you clicked on the Number you will be displayed Tickets ID, From (Admin User name), Subject of the Ticket and the Date of Creation of Ticket. If you click on the Subject then Ticket Summery for that particular Admin User and that particular Ticket ID will be shown.