📋 Guidelines for Raising Effective Support Tickets

📋 Guidelines for Raising Effective Support Tickets

To ensure the smooth and swift resolution of your issues, please follow these essential guidelines when raising a ticket in APT 2.0. Your cooperation is key to our collective efficiency.

✅ Do's

• Be Detailed & Specific
  Provide a complete description of the issue, including what you were trying to do and what went wrong.
• Categorize Correctly
  Accurately select your Office → Module → Sub-Module to route the ticket to the right team.
• Include Essential Data
  Always provide User ID, Office ID, and the event date in your ticket.
• Attach a Full-Screen Screenshot
  Capture the entire screen showing the error message, not just a cropped portion.
• Track Your Ticket
  Follow up on your open tickets regularly for updates and provide info if asked.

❌ Don'ts

• Combine Multiple Issues
  Raise a separate ticket for each distinct problem to avoid confusion and delays.
• Delay Submission or Follow-up
  Raise tickets promptly and respond immediately to any queries from the support desk.
• Raise Tickets for Known Procedures
  Do not raise tickets for password resets, unlocks, or CBS/IPPB data issues. Refer to SOPs.
• Escalate Unnecessarily
  Withdraw your ticket if you resolve the issue yourself before the support team intervenes.

📍 Key Reminders for Specific Scenarios

• 🔐 Login Issues (BPMs): Please contact your SDO Team / OA Technology directly.
• 👥 Substitute Mapping (SDO Team): Follow the procedure outlined in the LMS (Learning Management System).
• 📊 CBS/IPPB Data Not Fetching? Please refer to the concerned Standard Operating Procedures (SOPs) first.

By following these steps, you help us help you faster, ensuring the smooth functioning of APT 2.0 for everyone. Thank you for your cooperation!