The DOP (Department of Post) Recently Revamped ‘Help Desk Management System (HDMS)’ is developed by CEPT, Mysuru 570010 and made operational from April 2022. As of now it is made operational for Post Info APP, Nanyatha, PMA & GDS Online Engagement Solution 2022.
It
is an attempt to standardize the mechanism of providing support to the
field units in respect of various technical issues in a number of
application packages developed by CEPT, Mysore. At present the technical
support is being provided through email using the support email id (sdteam.cept@indiapost.gov.in).
This
existing system has a number of limitations of which the most important
is the limit of sending emails via Gmail on a particular day resulting
in delayed replies to the field units. Moreover a particular issue is
being raised at various levels e.g. PO / Division / Region / Circle
multiple times resulting in multiple handlings of same case thereby
delaying the new cases. “Help Desk Management System (HDMS)" is
developed as a solution to a number of such issues. This application is
hosted over the website of CEPT i.e. https://cept.gov.in/
The Salient features of this application are as follows:
1.
Only registered users having valid user id and password (registered for
logging into the CEPT website) can raise a technical issue, called
“Ticket”, in respect of pre-defined modules. Any departmental employee
can register as a user of CEPT Website & resultantly use the HDMS
following due procedure detailed under the Signup link on the Home Page
of http://cept.gov.in.
2.
The technical issues can be raised for all types of applications
developed / maintained by CEPT & being used at all types of offices
in the department. However in the first phase of Revamped HDMS, a ticket
can be raised in respect of 04 major modules / application / website
being used by operative offices. The remaining applications / office
type is planned to be included under HDMS in second phase subsequently.
3.
Each technical issue raised is allotted a unique identity called
“Ticket Number” automatically. All correspondences in connection with a
particular issue may be seen under this unique ticket number. The user /
ticket raiser may remind the CEPT in case the ticket raised by him is
not replied within a pre-fixed time frame.
4.
Each operative unit shall be mapped to the concerned Division / Region /
Circle, which in turn will be able to view the tickets raised for the
units under their administrative control. They can also remind on the
pending tickets.
5.
All the issues raised and solution provided by CEPT will be available
for scrutiny at any time and thus in long run, the replies furnished by
CEPT will be used to build a knowledge base.
6. The users are encouraged to provide their feedback on the application as well as on the individual tickets.
7. Please click on User Manual for Ticket Raiser to understand the functionality of the various options under HDMS
The DOP (Department of Post) Recently
Revamped ‘Help Desk Management System (HDMS)’ is developed by CEPT,
Mysuru 570010 and made operational from April 2022. As of now it is made
operational for Post Info APP, Nanyatha, PMA & GDS Online
Engagement Solution 2022.
It
is an attempt to standardize the mechanism of providing support to the
field units in respect of various technical issues in a number of
application packages developed by CEPT, Mysore. At present the technical
support is being provided through email using the support email id (sdteam.cept@indiapost.gov.in).
This
existing system has a number of limitations of which the most important
is the limit of sending emails via Gmail on a particular day resulting
in delayed replies to the field units. Moreover a particular issue is
being raised at various levels e.g. PO / Division / Region / Circle
multiple times resulting in multiple handlings of same case thereby
delaying the new cases. “Help Desk Management System (HDMS)" is
developed as a solution to a number of such issues. This application is
hosted over the website of CEPT i.e. https://cept.gov.in/
The Salient features of this application are as follows:
1.
Only registered users having valid user id and password (registered for
logging into the CEPT website) can raise a technical issue, called
“Ticket”, in respect of pre-defined modules. Any departmental employee
can register as a user of CEPT Website & resultantly use the HDMS
following due procedure detailed under the Signup link on the Home Page
of http://cept.gov.in.
2.
The technical issues can be raised for all types of applications
developed / maintained by CEPT & being used at all types of offices
in the department. However in the first phase of Revamped HDMS, a ticket
can be raised in respect of 04 major modules / application / website
being used by operative offices. The remaining applications / office
type is planned to be included under HDMS in second phase subsequently.
3.
Each technical issue raised is allotted a unique identity called
“Ticket Number” automatically. All correspondences in connection with a
particular issue may be seen under this unique ticket number. The user /
ticket raiser may remind the CEPT in case the ticket raised by him is
not replied within a pre-fixed time frame.
4.
Each operative unit shall be mapped to the concerned Division / Region /
Circle, which in turn will be able to view the tickets raised for the
units under their administrative control. They can also remind on the
pending tickets.
5.
All the issues raised and solution provided by CEPT will be available
for scrutiny at any time and thus in long run, the replies furnished by
CEPT will be used to build a knowledge base.
6. The users are encouraged to provide their feedback on the application as well as on the individual tickets.
7. Please click on User Manual for Ticket Raiser to understand the functionality of the various options under HDMS
