🛠️ VCM TicketSP – Internal Ticket Management System

VCM TicketSP is designed to handle internal service and support requests efficiently. It helps track issues, assign responsibility, set priorities, and ensure timely resolution — with full visibility.

🚦 **

Ticket Status Workflow

Each ticket moves through the following statuses:

🟢 Open – Ticket is created and awaits processing

🕒 Pending – Waiting for further info or external input

🛠️ Working – Assigned staff is resolving the issue

✅ Resolved – Solution provided, awaiting closure

🔒 Close – Ticket marked as completed

🔁 Re-Open – Re-activated after closure due to recurring issue

📩 Automatic Email Alerts are triggered on every status change for:

Ticket creator

Assigned user

All CC’d emails (max 3)

🚨 *Priority Levels *

The following priorities determine the expected resolution time:

Urgent – Must be resolved within 5 hours

High – Must be resolved within 3 days

Medium – Within 5 days

Low – Within 15 days

Invalid – No action required; ticket is closeds

🗃️* Main Categories:*

ERPNext

Farvision

🔍 Subcategories Include (but not limited to):

Purchase (PO etc.)

Store (MRN / PR / Gate-IN)

Finance

POS

Sales Order / Sales Invoice

Item & Supplier Creation

Print / Format

Rights / Workflow / Permissions / Users

Masters / Opening

Reports / Dashboard

ERPNext Bug

Hall Booking

Support (Login etc.)

New Feature / Application

Budget Related

HR

Training Requirement

Dhananjaya

👨‍💼 Assigned To – Agent Allocation Feature

When a user creates a ticket, it can be assigned to a specific support agent through the “Assigned To” field.

🎯 This ensures clear ownership of the issue.

🛠️ The assigned agent becomes responsible for resolving the ticket within the SLA timeframe.

🔔 The agent receives an email notification upon assignment.

🧾 All ticket updates and solutions are tracked under the assigned agent's actions.

✅ Note: Tickets can be reassigned to a different agent if required by the support manager.

📧 CC Email Feature – Keep Managers in the Loop

You can add up to 3 additional email addresses in the CC field to keep relevant stakeholders — such as your manager, team lead, or department head — in the email loop.

All CC’d users will automatically receive email notifications when the following actions occur:

📝 Ticket is created

🔄 Ticket status is updated (e.g., from Open to Working)

✅ Ticket is closed

✅ Best Practice: Always CC your manager or concerned authority to ensure visibility and faster resolution.

⭐ Feedback

After ticket is Closed, the requester can give feedback using a 1 to 5 star rating.

⚙️ Auto-Generated Fields

🕓 Creation Date – Auto-set when ticket is submitted (Read-only)

🕔 Closing Date – Auto-set when ticket is marked Closed (Read-only)

📘 For best results, ensure each ticket is categorized properly and the correct priority is selected. This ensures the right team handles your issue within the expected timeframe.