internal corrective action request form

  • Resolved downtownck

    (@downtownck)


    4 years, 2 months ago

    Hello all,
    I am very new to the plugin. I wonder if the plugin (awesome ticketing) can be used as a corrective action request form internally in a company ?
    – A non-conformity or incidence is opened by a manager and sets assignees to do a corrective action with deadlines
    – Assignees responds to Root /Cause analysis , immediate correction of the situation and final corrective action plan to avoid the recurrence of the incident (occupations accidents, customer complaints, non-compliance to legal/customer/company requirements etc.) in three separate fields.
    – If accepted , assignees upload the proof or evidence of implementation of corrective measures
    – If the implemented measures are accepted by the manager , the ticket is closed
    – If in any of the stage the manager doesn’t accept the response, may ask additional evidences or information
    – By the way, there should be two deadline dates 1-Completing the action plan , 2- Completing the corrective actions

    I will be glad if you provide me a help for this
    Kind regards

Viewing 2 replies - 1 through 2 (of 2 total)
  • sademhaj

    (@jahmedas)

    4 years, 1 month ago

    Hi @downtownck

    Thank you for reaching us. Awesome Support work in the exact same ways you described in the post however, the features don’t work in the same way.

    – Support agents and Managers can open tickets from the backend on the behalf of the client and Support users can open tickets from the front-end. As far as the deadline is concerned, we call it status, Although right now we do not have any feature to add a specific deadline, however, different status tags show the state of the tickets.
    – Managers can assign tickets to the agents and follow up accordingly, we have six different ways to assign the tickets please check the page.
    https://getawesomesupport.com/6-ways-assign-agents-tickets/

    – Assignee can attach files and show proofs according to the need.
    – Either the client or the agent can close the ticket, you can control it too.
    – You can keep the ticket open until the issue is resolved and reply back and forth.
    – I will check the feasibility of this feature with the team.

    If you have any questions, please let us know.
    Regards

    Plugin Author Yeison Baron

    (@yeisonbp)

    4 years, 1 month ago

    Hi,

    Marking as clarified. Any questions you have, let us know and we will assit you.

    Best regards.

Viewing 2 replies - 1 through 2 (of 2 total)

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