Procedures and instructions after applying for the service:
1. The system automatically sends the ticket to the concerned authority and distributes it to the coordinator or the supervisor associated with the service (its status is “new”).
2. Viewing all tickets is available by the general supervisor and the supervisor or coordinator associated with the service.
3. Studying the ticket within the designated timeframe (the timeframe for resolving the ticket is established in the setting screen by the system administrator).
4. Determining the priority of the ticket.
5. The ticket will be resolved with a status of “Initial Resolved,” or it may be referred to another party or escalated to higher management. The receiving party will handle the ticket as if it were a new one in cases of referral or escalation.
6. If the ticket is resolved, the external beneficiary will be informed of the solution of the ticket via SMS message.
7. The external beneficiary can see the ticket's solution.
8. The external beneficiary can object to the solution.
9. If the beneficiary agrees to the solution, he can fill out the questionnaire form, and then the ticket status will be transferred to a “final solution,” and the ticket will be closed.