Guidelines for Raising Tickets in APT 2.0 (Support Desk)

To ensure smooth functioning of APT 2.0 and faster resolution of issues, all users are requested to strictly follow the below instructions while raising and managing support tickets:

✅ Ticket Raising Instructions

1. Mention Complete Issue Details

   • Describe the issue clearly with relevant details. Avoid vague or incomplete reporting.

2. Select Office → Module → Sub-Module Correctly

   • Ensure that the correct hierarchy is chosen while raising the ticket.

3. Always Select the Office Where Issue is Observed

   • Do not select a different office location; it must be where the problem is actually faced.

4. Provide Mandatory Information

   • User ID, Office ID, and Event Date must be provided without fail.

5. Attach Full Screenshot of Error (Not Cropped)

   • Screenshots should cover the complete screen including error messages.

6. Avoid Delay in Ticket Submission

   • Raise tickets immediately after observing the issue to avoid processing delays.

7. Track and Follow Up on Your Tickets

   • Regularly check ticket status to ensure timely resolution.

8. One Ticket = One Issue

   • Do not combine multiple issues in one ticket. Raise separate tickets for each issue.

9. Respond Immediately if Ticket is Sent Back

   • Provide clarification/details without delay to avoid rejections.

10. Withdraw Tickets if Issue is Resolved

    • Helps in avoiding unnecessary escalations and clutter.

11. Respond Promptly to Closure/Follow-up Queries

    • Support Desk may request additional info before closure. Respond without delay.

🚫 Tickets Not to be Raised

12. Reset/Unlock of User IDs → Not to be raised via tickets.

13. CBS Figures / IPPB Figures Not Fetching → Follow the concerned SOPs instead of raising tickets.

14. Substitute Arrangement Mapping → SDO team should follow LMS procedure for this.

15. Login Issues

    • BPMs facing login issues must contact SDO team / OA Technology directly.

📌 Note

Your cooperation is essential for faster issue resolution and efficient functioning of APT 2.0. Kindly adhere to the above instructions at all times.

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