5/11/2019 Untitled Diagram.

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Ticket Logging Procedure

Phone Call

IP Phone:21122,22222,29001 E-Mail Sampark Portal

Tel: 01415116246 fms.rajswan@rajasthan.gov.in http://sampark.rajasthan.gov.in
Mob: 8003592104 seclanfms@rajasthan.gov.in

Formal Greetings and then

address and acknowledge
the issue

Internet/Application not Request or addition of new

working, Link flapping, IP address
Slow Speed
Link down

Basic troubleshooting to check YES

connectivity/internet/applications Approval
System created YES
ticket

NO
NO
Get the required form filled
and necessary approvals
Resolved from concerned OIC
Generate Ticket in HDMS
YES

NO
Generate Request number
Provide the ticket number
and provide the same to
to customer on call/e-mail
customer

Assigned ticket/request to
concern engineer/team for
further follow up till
resolution

NO Follow up escalation process with concern

Resolved
partner/team till resolution

YES

Ticket will be closed in HDMS after Issue

resolution and email will be sent to concern
team members

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