Sistem Tiket Kendala — field issue ticketing system
Problem
Field problems reached the directorate through four channels at once: WhatsApp, letters, chat, and verbal reports. Nothing shared a reference number, so the same problem could be logged several times without anyone noticing, and no one could say how far any ticket had actually progressed. Escalation depended on who happened to remember whom.
What I built
- Designed the ticket record: auto-generated ticket number, type, region, status, and follow-up history, so every report lands in one place and stays traceable.
- Added an SPPG operational status check, so a fault caused by an operational problem can be told apart from any other cause before the ticket is triaged.
- Added SPPG payment matching, a ticket recap dashboard with volume per province, a user activity log, and an escalation contact directory with the responsible PIC for each issue type.
- Set role-based access, so each regional PIC sees and works only their own region.
Outcome. Tickets carry a number and a history instead of living in four separate conversations, and the directorate reads resolution progress from a dashboard rather than asking around. The governing principle was accepted as standard: what cannot be tracked cannot be closed.
Sistem Tiket Kendala — field issue ticketing system
1 photoField problems reached the directorate through WhatsApp, letters, chat, and verbal reports — scattered enough that nothing could be tracked to closure. This system gives every report one place to land: an operational status check for SPPG so an operational fault can be told apart from any other cause, payment matching, a ticket recap dashboard, an activity log, and an escalation contact directory. Access is role-based, so each regional PIC works only their own area.
