This Functional Specification is for Admin User Section. From this Section, Admin users of the company can communicate with other admin users of the company or with the Clients of that company. The URL and Login details for Corpcom will be mailed to you separately.

      When Corpcom Administrator creates any admin user in the Corpcom, a welcome mail is sent automatically to those admin users, having his username and password. Admin Users have to supply those login details here to enter this section.

We will see all the sections of Admin User Section (also referred as SE Login) one by one in the subsequent sections. Following are the terminology used in the following sections-

YOU: This will denote as any person logged in as Admin user.

 

All tickets can have one of the 6 status specified below at a given time-

1)     Replied: When an unreplied ticket is replied

2)     Unreplied: Default status of new tickets. Also when a replied ticket or solved ticket is replied

3)     Solved: This status "solved" is set when YOU click the CHECKBOX while replying the ticket. Only recipient of the ticket can SOLVE the ticket.

4)     Confirmed: When the originator of the ticket confirms ‘solved’ tickets. Once confirmed, that ticket thread is complete and no further communication is allowed in that thread.

5)     Time Out: These are tickets, which are exceeding the normal timeline set by you or for you. (This should be given the top priority)

6)     Transferred: Tickets transferred from one ticket type to another ticket type.

 

This screen is divided into 2 sectors:

Internal Use (communication within departments i.e. with other ADMIN USERS)

External Use (communication with external clients/vendors)

Each section has similar functionality listed below

1. Creation of tickets
2. View of tickets
3. Creation and VIEW of notices
4. Search

Starting from left, Here is the brief explanation of each icon which is related to internal communication.

 

 

 

         Admin Inbox Icon, as the name itself resembles contains the tickets (message) received by the Admin User. All tickets received by the respective user admin will be listed. When the Admin User clicks on the icon, the individual will be able to view all the tickets received. The ticket where the subject of the ticket appears in bold indicates that the ticket has not been read.

 

 

        The received tickets are listed along with the ‘TICKET ID’ , a unique numbers generated dynamically when a ticket is created, which can be used for reference. The sign indicates that the ticket (message) has a attachment to it. An attachment can be any external file, document, picture, report etc.

 

        The next field is the ‘Type’ field which is the Ticket Type (department) from which the ticket has been received. The next is the ‘From’ field, which shows the name of the Admin User who has sent the ticket. The ‘subject’ field contains the subject of the ticket. The date, the ticket is been sent is the following field. The ‘status’ field shows the status of the ticket, viz., unreplied, which indicates that the ticket (message) is not replied till date. Replied implies the ticket has been replied. The other status is Solved & Confirmed. The last field is the ‘time out’ field. The time limit specified by the generator of the ticket (message) is shown under this field. The field has the symbol  denoting the time frame within which the receiver has to reply to the ticket (message).

 

The Admin user can further filter the range of the listing by clicking on the Tool Bar available below the icons.

 

|| All | UnReplied | Replied | Solved | Confirmed ||

 

By Clicking on the All option, all the tickets that the Current Admin User has received can be seen. If the Admin User wishes to see only the tickets that are Unreplied, it is possible by clicking the UnReplied option, Similarly, the Replied Option will fetch the tickets that are replied. The Solved Option will list the tickets that have been solved and the confirmed option will display tickets that are confirmed. To view the ticket (message) the User has to click on the subject and the message in the ticket will be displayed.

 

 

1. Forward Normal tickets to other Admin Users:

Also you can forward the same ticket to a specific admin user, may be from higher hierarchy or lower hierarchy or from the same level. Normal tickets are forwarded with new ticket number. The forwarded ticket will be treated same as new ticket.

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2. Marking ticket as Solved:

While replying you can choose to Click "Solved” for marking the ticket as SOLVED. Here the originator of the ticket can always choose to mark the ticket, as “UNREPLIED" if he is still not satisfy. For all the tickets under ADMIN INBOX and CLIENTS, you can set the status as solved.

 

In ticket generation 1-day means 24 Hrs. from generation of ticket, and time count start from generation of ticket time.

 

3.  Replying/Updating Existing Ticket:

In replying the existing ticket, we have multiple options. Simply view the tickets under the category ‘Unreplied’, ‘Replied’, ‘Solved’ and decide upon whether you need to update/Reply those tickets. We can reply tickets or add messages to our own generated ticket at point of time provided they do not fall under the category " confirmed". For Example unreplied or Timed out Tickets need to be replied sooner then Replied or solved Tickets.

Above categories give clear vision as to which tickets needs you attention. Simply click on the ticket subject and this will open the ticket in editor mode for you to add the messages/replies to it.

 

4. Automatic Timeout for Admin Ticket:

                                In Admin Inbox if Client or Admin user send ticket to another Admin User, Admin user to which message is send do not respond within allotted time, then that ticket is automatically timeout and transferred to next higher authority of that particular admin user. In Admin Inbox that particular ticket appears with Red asterisk on subject of that particular Ticket.

         

5. Advanced Search & filtration:

At the bottom of the page Search Facility is provided. With this Admin user can be able to find a particular ticket based on category of ticket, status of ticket, mode of the ticket and find particular ticket by giving Ticket ID.

 

 

Ø       Category List Box: At the bottom of this page you can see these controls. This allows you the ADMIN USER to change the Ticket Type associated to the ticket by selecting correct category from the first LIST BOX.

Ø       Status List box: This allows you to change the Status of the tickets forcefully.

Ø       Mode: This allows choosing the mode of the tickets. There are two modes of the ticket.

1. Normal mode: This behaves as normal tickets and the information is reflected at a time between only two Entities: Sender (and Forwarder) and the recipient
2. Chain Mode: In chain mode tickets originated from initially when forwarded during the sequence is always reported back to the originator with the time Stamp of origination and time line allocated. This feature allows tracking some Task, which requires Branch to Branch Transshipment of Document, Goods, etc. One can simply create a ticket, which is forwarded at each transshipment. The information here is shared between the Originator, Forwarder and the recipient and there is a possibility of information being shared between three different entities.

 

 

Admin Outbox, as the name itself resembles contains the tickets (message) sent by the Admin User. All tickets sent by the respective user admin will be listed. When the Admin User clicks on the icon, the individual will be able to view all the tickets sent. The ticket where the subject of the ticket appears in bold indicates that the ticket has not been read.

The sent tickets are listed along with the TICKET ID, a unique numbers generated dynamically when a ticket is created, which can be used for reference. The sign indicates that the ticket (message) has an attachment to it. An attachment can be any external file, document, picture, report etc.

The next field is the Type field, which is the Ticket Type (department), to which the ticket has been sent. The next is the To field which shows the name of the Admin User to whom the ticket has been sent. The subject field contains the subject of the ticket. The date, the ticket is been sent is the following field. The status field shows the status of the ticket, viz. unreplied, which indicates that the ticket (message) is not replied till date. Replied implies the ticket has been replied. The other status is Solved & Confirmed. The last field is the time out field. The time limit specified for the ticket (message) is shown under this field. The field has the symbol  denoting the time frame within which the receiver has to reply to the ticket (message).

The Admin user can further filter the range of the listing by clicking on the Tool Bar available below the icons.

|| All | UnReplied | Replied | Solved | Confirmed ||

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By Clicking on the All option, all the tickets that the Current Admin User has sent can be seen. If the Admin User wishes to see only the tickets that are Unreplied, it is possible by clicking the UnReplied option, Similarly, the Replied Option will fetch the tickets that are replied. The Solved Option will list the tickets that have been solved and the confirmed option will display tickets that are confirmed. To view the ticket (message) the User has to click on the subject and the message in the ticket will be displayed.

1. Marking ticket as Confirmed: In case, if the originator of the ticket is satisfied, he will choose to click "Confirmed”. This will mark the status of the Ticket as CONFIRMED. Only ‘Solved’ and ‘Replied’ tickets can be confirmed. The originator of the ticket is you for all the tickets under ADMIN OUTBOX.

 

2.Advanced Search: With this Admin user can be able to find the particular ticket based on category of ticket, status of ticket, mode of the ticket and find particular ticket by giving Ticket ID. Same as in the case of ADMIN Inbox.

 

3. Replies through Mail clients like Outlook Express: Corpcom is made compatible with Qmail server and now it is possible to reply the tickets through the ‘Outlook Express’. The tickets received in the form of mails (every ticket is also being mailed as HTML to the recipient Email address) can be simply replied as all other normal emails. One can simply choose to reply this ticket and type out the message above or below the Email sent to him…On the mail servers, mails are parsed and Tickets numbers are captured and updated in the database. This gives an entire new spectrum of application to CORPCOM as ADVANCED MAILING SOLUTION. One can choose to use as only mailing solution which provides various tracking mechanism, top visibility, hierarchy of management, time bound replies, ticket no, etc

 

 

Notice Board contains the Notice that has been generated by Admin Users of the respective ticket types (department). Notice sent by an Admin User can be seen by all other Admin User of that ticket type. Notice Board can be used if the User wants to send similar message to multiple users.

The Notice generated are listed along with the Notice Id, a unique number generated dynamically when a notice is generated, which can be used for reference. The next field is the Type field, which is the Ticket Type (department) from which the Notice has been generated. The Subject field contains the subject of the Notice. The Reply field contains the number of replies made to the notice. When Admin User replies to the Notice the Reply field is incremented by 1. The next is the From field which shows the name of the Admin User who has generated Notice. The last field is the Date field denoting the date of generation of Notice.

In the Notice Board as there is no status associated with the Notice, the user cannot filter the range of Notice as in the previous case. To view the Notice the User has to click on the subject and the message in the Notice will be displayed.

 

 

 

 

The Normal Ticket icon will enable the Admin User to create tickets. When the user clicks on the Normal Ticket Icon the screen will look like as shown below:

 

 

 

 

 

The user selects the Ticket type (department) associated with. The Administrator of the system assigns the ticket type of the Admin User. The ticket types that the Admin User belongs are only listed on the combo box which lists all the ticket types of the Admin User associated with.

 

After selecting the Ticket Type for the ticket, the user selects the recipient of the ticket. The List Box list all the Admin Users. The user on clicking the name of the Admin User, whom the ticket is to be sent, clicks on the ‘Add’ button provided adjacent to the list box.

 

The selected Admin Users of the ticket are displayed under the list box having title as Recipients. The Admin User can also get the list of other Admin Users apart from those listed in the above list box by clicking on the Get Addresses from the Address Book button. Once the ticket type and the recipients of the tickets are selected, the user then has to specify the time out days for the ticket. Times out Days are the number of days within which the sender of the ticket expects reply from the receiver.

 

The Admin User creating the ticket can specify Time out days from the Days to Time Out field. A combo box is provided with a range from 1 to 10. The maximum number for time out is 10.  The next field is the subject field in which the sender enters the subject of the ticket. After entering the subject the user enters the message in the following field.

 

The attachment field is the next field. The user can send attachment to the ticket by giving the name of the file along with the complete path of the file. The user can also browse the file by clicking on the browse button. The next two fields are Send email to recipient and send SMS to recipient. A checkbox is provided along with the field. By clicking on the appropriate field the system respond accordingly. An email is sent to the received informing about the tickets that is generated and giving the Ticket Id so that the receiver can check the ticket. Also SMS (short message service) is sent on the Mobile phone of the receiver informing about the receipt of the ticket. This will help the receiver to acknowledge the receipt of the ticket and take necessary actions. By clicking on the send button the ticket thus created is sent to the recipient.

 

 

Chain Tickets are the tickets, which retains their ticket code, when forwarded to other admin users. This is very useful, in case the originator of the ticket wants to keep track of his ticket, and the ticket is supposed to go through multiple channels to be solved.

 

 

 

 

 

 

 

 

The user selects the Ticket type (department) associated with. Administrator assigns ticket type to Admin User. The ticket types that the Admin User belongs are only listed on the combo box which lists all the ticket types of the Admin User associated with. In Chain Ticket the User has to follow the steps as that in the creating normal ticket

 

While creating a normal ticket the user firstly has to select the Admin User types (designation) and the name of the Admin User to whom the Notice is generated. By clicking on the button adjacent to the list box the Admin User can add the entire name in the list box at once. After the Admin User Type and names of the Admin Users are selected and added to recipient’s list, the generator has to select the Category – Ticket type (Department). The category selected will only be able to view the ticket. After that are the subject field and the message text area. Once the message is typed in the text area, the user has to click on submit button which will sent the notice to the respective recipients.

 

 

 

 

The second sets of icons are related to the clients. All communication with the clients can be established from the second set of icons.

 

 

 “Client Inbox” means in this section all the tickets generated by Clients under the Ticket Types, which are related with this admin user, will be displayed. It’s just like any other email inbox. Client Inbox is similar to that of Admin Inbox. The only difference being that the tickets generated by the clients are listed under this section. Only the clients with whom the Admin User is associated with can send tickets to the Admin User. Click on any subject to view that ticket.

 

Transfer Tickets to other Ticket Types:

If Client sends a ticket under wrong ticket type, then Admin user getting that ticket can transfer that ticket to correct ticket type from the transfer bar, which appears at the bottom, when we see the complete thread of the ticket. This ticket type transfer is possible only for the client tickets.

 

In Client inbox at the bottom of the page Search Facility is provided with this Client will be able to find the particular ticket based on category of ticket, status of ticket, mode of the ticket and find particular ticket by giving Ticket ID.

 

 

 

“Client Outbox” means the section where we can see all the tickets sent by THIS admin user to Clients. One important thing is you can see which tickets the recipient reads in your outbox. The ticket subject in bold means it’s not read yet, otherwise its read. Client Outbox is similar to that of Admin Outbox. The only difference being that the tickets generated for the clients are listed under this section. The Admin User can send tickets to the Clients who are associated with the current Admin User.

 

In Client outbox at the bottom of the page Search Facility is provided with this Client will be able to find the particular ticket based on category of ticket, status of ticket, mode of the ticket and find particular ticket by giving Ticket ID.

 

 

 

 

External Notice Board means all the notices generated by THIS Admin User for the Clients. These are the messages in common to a POST OR multiple POST. You should everyday check for these notices. Client Notices means Notices created by Admin Users for Clients.

 

Like Generation of tickets, you can create notices. The only difference here is unlike ticket, if you choose multiple People, it will send the same Notice id to all where else in case of tickets it sends different ticket id to different people and expects reply differently, maintaining no cross visibility.

 

Notice boards can be seen by all the post you select and all can see the feedback (if any) by any person seeing it. If you wish to add feedback to the notice, simply click on the subject and it will open that for you in the editor mode.

 

At the bottom of Internal Notice Board Search Facility to search particular notice is provided, based on category of Ticket or Notice ID of particular Notice. If category is used all the notices generated for that category of Ticket will be displayed on page.

 

 

 

In this section, you can create ticket for the Clients of your organization. This is also very similar to creating normal Internal Ticket. Only difference here is you have to select Clients as recipients.

 

As emails are sent on the email address, which Administrator put while creating these Clients, so while creating clients, give their existing email addresses.

 

 

 

 

 

Creating New Notice for Client.

Click on the icon “Create External Notice” from the toolbar. Here you can select recipients (any individual Client) by clicking on the ‘...’ Button. Then select Ticket Type, and specify subject and Message.

 

 

 

Corpcom provides you a very handy and powerful utility as “ADVANCE SEARCH”, which allows to VIEW all tickets within a date range or tickets assigned or coming from a specific user, etc. You can see the tickets on the basis of Date range, Ticket status, ticket subject, or sender of the ticket.

 

Please keep in mind one very IMP thing while using this search utility. If you are in outbox then goes for search, It will search for that ticket in your outbox. If you are in inbox, and then go to search utility, it will search in inbox.