> For the complete documentation index, see [llms.txt](https://docs.ineom-tsel.mit.id/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ineom-tsel.mit.id/cts/problem-management/mobile.md).

# Mobile

{% embed url="<https://1drv.ms/b/s!Ah9zzFXednRqkTKFIflytwQ6B4j8?e=TrXNBv>" %}
Manual Guide Problem Management on Mobile Apps (PDF Version)
{% endembed %}

## Download NICE Mobile Application

{% hint style="info" %}
**Info**: Versi minimal aplikasi NICE yang digunakan: 4.0.77 RC. 306.
{% endhint %}

{% embed url="<https://mit.id/nice-android-v4077-RC306.apk>" %}

## Menu Problem Ticketing

Menu Service Ticketing dapat diakses dengan cara klik `CTS` pada surrounding apps, kemudian klik menu `Home`.

Klik submenu `Problem Ticketing` pada featured menu `Fault Management`.

<figure><img src="https://881216119-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MWVBMvffYxbmZPOUuP_%2Fuploads%2FB7bjhCQDR5Ajw1SmmLOj%2FMenu%20Problem%20Ticketing.gif?alt=media&amp;token=3509b24c-4ba2-4fb7-bee2-38e603700089" alt=""><figcaption></figcaption></figure>

## Add Work Info

Pilih tiket.

Klik `Add Work Info`.

Isi field Status Remark pada dialog `Add Work Info`.

Klik `Submit`.

<figure><img src="https://881216119-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MWVBMvffYxbmZPOUuP_%2Fuploads%2FlPlfkdJJcuxC4PmJUPpt%2FAdd%20Work%20Info.gif?alt=media&amp;token=eba1e9f9-f274-4187-b8e4-c772fbff335f" alt=""><figcaption></figcaption></figure>

## Action on Ticket PMT

{% hint style="info" %}
**Info**: Pengerjaan tiket PMT dapat dilakukan dengan 2 cara, yaitu:

1\) User mengambil tiket dan mengerjakannya sendiri (Take Over).

2\) User mengirim tiket ke user lain (Redispatch).
{% endhint %}

### Take Over

Pilih tiket.

Klik `Take Over`.

Klik `Confirm`.

<figure><img src="https://881216119-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MWVBMvffYxbmZPOUuP_%2Fuploads%2FX4Ub8qZQKl7t2ezZtzec%2FTake%20Over.gif?alt=media&amp;token=81c93c0e-c64a-4cdb-9db7-5b0dd279391f" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
Proses take over tiket PMT berhasil apabila status tiket menjadi **Assigned**.
{% endhint %}

### Redispatch

Pilih tiket.

Klik `Redispatch`.

Isi field Organization dan User pada dialog `Redispatch`.

Klik `Submit`.

<figure><img src="https://881216119-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MWVBMvffYxbmZPOUuP_%2Fuploads%2FhlzH2O9NPwwbRvrsK715%2FRedispatch.gif?alt=media&amp;token=7e216db9-ff73-4072-9aa1-056811f41eb7" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
Proses take over tiket PMT berhasil apabila status tiket menjadi **Assigned**.
{% endhint %}

## Fill Root Cause

Pilih tiket.

{% hint style="warning" %}
**Perhatian**: Fill root cause tiket PMT dilakukan pada tiket dengan status **Assigned**.
{% endhint %}

Klik `Detail`.

Klik `Edit`.

Isi field Root Cause pada tab `RCA`.

Ubah field Status menjadi **In Progress** pada tab `General Info`.

Isi field Status Remark.

Klik `Update`.

<figure><img src="https://881216119-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MWVBMvffYxbmZPOUuP_%2Fuploads%2FR4RMzSVKBVGbpni5Tz4S%2FFill%20Root%20Cause.gif?alt=media&amp;token=aee6954f-ac76-44ce-94f1-cece7cfa1805" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
Proses fill root cause tiket PMT berhasil apabila status tiket menjadi **In Progress**.
{% endhint %}

## Set Resolution

Pilih tiket.

{% hint style="warning" %}
**Perhatian**: Set resolution tiket PMT dilakukan pada tiket dengan status **In Progress**.
{% endhint %}

Klik `Resolution`.

Isi data pada dialog `Submit`.

{% hint style="info" %}
**Info**: Petunjuk pengisian data pada dialog `Submit`.

Root Cause: Penyebab utama trouble.

Resolution Category: Kategori resolusi dalam mengatasi trouble.

Resolution Action: Tindakan resolusi dalam mengatasi trouble.
{% endhint %}

Klik `Set Resolution`.

<figure><img src="https://881216119-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MWVBMvffYxbmZPOUuP_%2Fuploads%2Ffv9NXgGCr4YjylAw8PHu%2FSet%20Resolution.gif?alt=media&amp;token=bfcd2874-b323-4ecd-8638-cc72f510030d" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
Proses set resolution tiket PMT berhasil apabila status tiket menjadi **Resolved**.
{% endhint %}

## Change Ticket Status

{% hint style="info" %}
**Info**: Proses change ticket status dianggap valid apabila status tiket diganti secara berurutan, seperti:

* Under Review menjadi Assigned/Rejected.
* Assigned menjadi In Progress.
* In Progress menjadi Resolved.
* Resolved menjadi Closed.
  {% endhint %}

Pilih tiket.

{% hint style="warning" %}
**Perhatian**: Close tiket PMT dilakukan pada tiket dengan status **Resolved**.
{% endhint %}

Klik `Change Ticket Status`.

Ubah field Status menjadi **Closed** pada dialog `Change Status`.

Isi field Status Remark (jika diperlukan).

Klik `Change Ticket Status`.

<figure><img src="https://881216119-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MWVBMvffYxbmZPOUuP_%2Fuploads%2FpBViDRDsRg1cmO2IPMxN%2FChange%20Ticket%20Status.gif?alt=media&amp;token=0071e6e7-5ecb-4a7b-8580-eb44789f335b" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
Proses close tiket PMT berhasil apabila status tiket menjadi **Closed**.
{% endhint %}