Current Situation:
Currently, when we encounter system issues, we communicate with K&A via email. All follow-ups and status tracking are managed through email chains until the issue is resolved. However, this approach leads to inefficiencies, including delays in follow-ups and, at times, missed updates from both sides.
Proposed Solution:
We require a dedicated task management portal where all reported issues are logged, assigned, and tracked efficiently. The portal should streamline communication, enforce accountability, and ensure timely resolution.
Key Features:
Issue Registration & Assignment:
- Users can register system issues through the portal.
- Each issue is automatically assigned to K&A and reflected on their dashboard.
Issue Tracking & Status Management:
- The vendor must update the issue status at each stage:
- Pending: Issue reported but not yet addressed.
- In Progress: The vendor has started working on the issue.
- Resolved: The issue is completed, pending verification.
- Closed: The issue is confirmed as resolved.
- When changing the status to In Progress, the vendor must specify the estimated resolution time (date and time).
Automated Notifications:
- The system will send automatic email notifications to the user who registered the issue at each status change.
- Reminders will be sent if no update is provided within the estimated resolution time.
Mandatory Documentation Upload:
- Upon resolving an issue, the vendor must upload a PDF report detailing the resolution process.
- The issue cannot be marked as Closed until documentation is provided.
Dashboard & Reporting:
- A comprehensive dashboard displaying key metrics:
- Total issues reported
- Number of pending issues
- Number of resolved issues
- Issues that took the longest time to resolve
- Issues resolved in the shortest time
- Average resolution time per issue
- Trends in issue occurrence and resolution efficiency
Additional Enhancements:
- Search & Filter Options: Users can filter issues based on status, date, or priority.
- User Access Control: Different user roles (admin, reporter, vendor) with appropriate permissions.
- Historical Logs: Maintain a record of all issues, updates, and actions taken for audit purposes.
This platform will ensure transparency, accountability, and efficiency in issue resolution while reducing reliance on email-based tracking
