IT2.0 Supportdesk Issues Resolution Workshop | Indiapost APT2.0 Support Desk

1. Purpose

• These are guiding points for SPOCs in handling tickets on the APT Support Desk.

• Not to be treated as rulings, but as best-practice references.

Download IT2.0 Supportdesk Issues Resolution Workshop August 18th 19th| Indiapost APT2.0 Support Desk in PDF

2. Common Issues in Tickets

• Wrong / missing selection of Office, Module, Sub-module, User details.

• Forwarding incomplete tickets without analysis.

• Tickets raised without attachments / screenshots.

• Use of local language instead of English.

• Delay in raising tickets by DOs without elaboration.

• Copy-pasting same content while forwarding.

• Multiple issues merged in a single ticket.

3. User Management

• Login

  • 1FA: GDS BPM, ABPM, Delivery Staff (only User ID + Password).

  • 2FA: All others (User ID + Password + OTP via APT-TOTP app or Mobile OTP).

• New Employee Login: Only after 24 hrs of creation, with default password Dop@1234.

• Account Status

  • Disabled after 4 wrong login attempts (even across browser retries).

  • Only RDA can enable account.

  • Password reset alone does not re-enable account.

• Password Reset

  • By user (via Mobile OTP) or by RDA.

  • Not required to escalate to CEPT.

4. Role & Post Management

• Role Assignment: Post-based & User-based roles, depending on office type.

• Check Employee Roles: Division/Circle can verify assigned roles.

• Post Management: Post-to-Post mapping, authority mapping, establishment register, vacant posts list.

5. Master Data Management

• CEPT updates common/restricted holidays.

• Circles update State holidays.

• Used for office creation, closure, hierarchy, verification.

6. Booking & Pickup Issues

• PIN Code Errors: Wrong Lat/Long, non-local PIN. Must correct via Master Data.

• Cash Submit Issues: Pickup cash not included in common submit; tally in Pickup Mgmt.

• BNPL Contracts: Ensure contract active, product type matched, notional credit added.

• Shiprocket/eShipZ/DTDC: Correct Customer ID based on article weight.

• QR Refunds: Raise ticket with Excel + transaction details.

• SMO Issue: Wallet not increased → adjustment entries required.

• Article Cancellation Refund: Wallet refund not applicable (as per PO Regulation 2024).

• Missing eBillers: Some pending migration; will be updated.

• GST Receipt Issue: Consolidated GST invoice generated at end.

• Submit Account Issues: Wallet mismatch → adjust and reconcile using SOP.

7. Treasury & Accounts

• SOPs available in Support Desk:

  • Handling discrepancies in accounting.

  • Submit Account process.

  • Sale of Stamps/Stationery.

  • Aadhaar fee accounting.

  • Vendor/Bill payments.

• Key Notes:

  • Cancel wrong PO entries via Accounting Entry Cancellation.

  • CBS/IPPB fetch available for 3 days old data.

  • Transfer Posting option after Cash Book submission.

  • Budget configuration to be done at DO.

  • Bank reconciliation (pre-rollout) still in SAP.

8. Ticket Escalation

• Raise ticket only when issue arises in APT / Mobile applications.

• Provide:

  • Module & Sub-module

  • Subject (brief)

  • Detailed description (date, article/bag/set no.)

  • Screenshot

9. End-User Quick Fixes

• Some issues (like office not showing, bag forwarding, BO bag issues) can be resolved at DO/Accounts/Post Office level before raising tickets.

10. Delivery & PDMS

• Delivery SOPs available in Support Desk.

• Released SOPs include:

• Shift End Reversal Process (11-08-2025).

• CODMO Search Process.

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