See how CEPT support team distract employees through HDMS

This time I am trying to show you the pathetic condition of Software support team at CEPT Mysore.  As you know, support for all software except savings bank and PLI related modules are given from CEPT Mysore.  But today’s support team is only the shadow of glorious olden days.  Now persons from the support team making confusions instead of giving solution through their contradictory replies.

You may heard about HDMS i.e., Help Desk Management System which has been developed for easy handling and monitoring of complaints related to software issues registered by System Administrators or other staffs.  Until the introduction of HDMS, email was the means of communication between CEPT and technical staffs.

Most of the employees especially higher level officials think that Help Desk at CEPT Mysore is giving timely support for all technical issues faced by Post Offices.  But the ground reality is different.  The solution from the CEPT is like a rain in the desert.

With the introduction of HDMS, support staffs are crazy for closing the complaint instead of giving solutions.  In most of the cases, support staffs are playing with ready-made replies.  They are just copy-pasting the same wordings as replies for all issues.  Their ultimate goal is to close the ticket just by giving a reply.

The unfortunate thing is that no one has any control over CEPT, Mysore on such matters and there is no monitoring mechanism for HDMS.  As a result of this Support staffs are acting like arrogant and they are not giving due respect for even Chief PMGs of the Circles. 

Earlier, delays were count in days but now the delays are count in months.  Most of the delays are intentionally created delays and which could have been solved in the earlier stage itself.

Inorder to convince the scenario, I am incorporating two actual incidents in this post below.

INCIDENT NO. 1

A System Administrator registered a ticket through HDMS on 17.01.2015 in connection with Day End issue in Postman module of a Sub Office.  Even though the issue can be solved with in one day, it has taken 52 days to get a solution from HDMS.  That means, the ticket has been closed on 10.03.2015.

Since no solution has been received from CEPT until 30.01.2015, the case has been reported to Circle Office by the Division. Circle Office has sent an email to CEPT on 30.01.2015 (ie, after 13 days from the date of registering ticket) for reminding the case.

But the reply was irresponsible and thereby shows the attitude of CEPT support team towards the Circles and Circle Heads.  You can read the reply below.

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“From: CEPT Mysore Help Desk <support@ceptmysore.net>

Date: Fri, Jan 30, 2015 at 11:22 AM

Subject: Re: Solution not given by CEPT Mysore reg.

To: "XXXXXX(Tgy)" <xxxxxx@gmail.com>

Sir,

       As we giving priority to HDMS, we will look into your ticket sequentially and reply suitably. Please don’t send such reminding mails over support email id, however you may please use the remainder option for each delayed ticket in the HDMS itself.  Such email over support unnecessarily takes our time.

With Regards,

Help Desk

Centre for Excellence in Postal Technology

Nazarbad, Mysore 570010”

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CEPT has not given any solution even after 50 days.  The Postman module had not been worked for 52 days in that office and as a result of this Account MIS data (DET) could not be sent during those days.  The CEPT was unnecessarily dragging the case.  You can understand the same by reading the conversation between SA and the Support Team below.

(Identifiable portions have been removed for privacy purpose)

Ticket Raised Date: 17 Jan 2015 16:36:41:363

System Admin:  On 16/01/2015 the delivery details of one BO COD article have been updated with old delivery date ie 10/11/2014 in BO remark option in Postman module. Now it cannot do the day end in Postman module due to BOCOD verification issue. But no details are available in verification screen. The database attached, kindly give solution.

Suspended Date: 27 Jan 2015 15:44:37:840

Support Team: XXXX Replied: Please mention the article number.

Ticket reopened Date: 28 Jan 2015 11:27:36:633

System Admin:  Article number is CXXXXXXXXXXIN

Ticket Closed Date: 28 Jan 2015 12:43:48:800

Support Team: XXXX Replied: Sir, The said article is delivered and payment also done. Please check in parcel net website. The article verification is also done properly.

Ticket reopened Date: 28 Jan 2015 11:27:36:633

System Admin:  But the day end for 16.01.2015 could not be completed since the pending for verification of COD amount message is shown. The postman module is not working for the last 12 days.

Ticket Closed Date: 02 Feb 2015 09:36:38:293

Support Team: XXXX Replied: Please forward error screen shot with postman database backup.

Ticket reopened Date: 02 Feb 2015 12:26:50:113

System Admin:  The screenshot and database attached.

Suspended Date: 03 Feb 2015 20:16:51:347

Support Team: XXXX Replied: Kindly intimate the status of the article CY5XXXXXXIN.

Ticket Reopened Date: 04 Feb 2015 11:06:58:880

System Admin:  Delivered on 13.10.2014

Ticket Closed Date: 09 Feb 2015 10:26:10:300

Support Team: XXXX Replied: The said article is not properly disposed.That is the reason for the error coming for the day end process. Please check.

Ticket Reopened Date: 04 Feb 2015 11:06:58:880

System Admin:  How can we trace out and solve the issue.

Ticket Closed Date: 13 Feb 2015 15:47:30:283

Support Team: XXXX Replied: Sir, You have not properly given remark in Postman for these two articles. In order to provide solution Please send fax duly signed by the divisional head mentioning the status of the following two COD articles : CXXXXXXXXXIN CXXXXXXXXXXIN Kindly mention the date of delivery and date on which the amount accounted.

Reopened Date: 19 Feb 2015 11:31:43:443

System Admin:  Delivery details and accounted details have already been sent by the divisional office on 16.02.2015 duly signed by the divisional head. Kindly check and give solution.

Ticket Closed Date: 10 Mar 2015 14:56:47:807

Support Team: XXXX Replied: Sir, If the COD article is deliverd in BO and accounted on a particular day, then the same day itself the remark has to be given in the Postman BO remark.The article CXXXXXXXXIN has found to be given remark delivered on 16/01/2015 where as the account date is 13/10/2014.In such case we are unable to provide any solution. Kindly intimate whether you are still having the day end issue.

Reopened Date: 10 Mar 2015 15:40:50:670

System Admin:  Yes. Postman module is not working in this office since 17.01.2015 due to this issue. Please read the history of this case for better understanding.

Ticket Closed Date: 10 Mar 2015 21:31:39:537

System Admin:  XXXX Replied: Please run the attached script. the day end will be done for the date 16-01-2015.

INCIDENT NO. 2

In an office, one SP-COD article has been received for return to the Sender.  But the same cannot be transferred to the Postman module from Speednet module for invoicing.  The System Administrator seeks the help of support team, but the result was pathetic.

In this case, I am showing another face of support team.  They are not properly reading the case (or they don’t understand English language) and they are giving ready-made reply for all the issues.

You can understand the same just by reading following conversation.

Ticket Raised Date: 07 Mar 2015 15:39:41:107

System Admin:  How to deliver the SP-COD article received with remark 'pincode miss match' for return to the sender. The article was booked at XXXXX HO with return address under YYYYY HO. Now one SP-COD article has been received at YYYYY HO with above said remark for return to the sender. When we try to transfer the article to Postman module it says that it is not possible to transfer the article since the pincode mismatches. Kindly give necessary guidance to dispose the returned SP-COD article.

Support Team Replied: Sir, As per the SOP on SP-COD, SP-COD articles booked with addressee Pin code other than your office Pincode can't be delivered at your office. Please check the addressee details mentioned on the SP-COD article. If the article is a missent article then send it to correct addressee. If not, as per the SOP on SP-COD, SP-COD articles can't be redirected and hence, you need to return the said articles to the Sender.

System Admin:  Dear Sir, Please read the case carefully and give reply. The article was returned by the delivery office.

Support Team Replied: Sir, Please find the following information for the referred issue: i) In order to return / despatch RTS SP COD article in SpeedNet, please take the correct RTS remarks (Pincode mismatch is not a RTS remark) in Meghdoot Postman and run the SpeedNet Communication after Submit Account. This will allow despatch of this SP COD article under 'Closing of SP Bags' option in SpeedNet. ii) Running of SpeedNet Communication is mandatory after Submit Account to update the returns taken by Meghdoot Postman. iii) Pincode mismatch is not a RTS remark and hence, SP-COD articles with "Pincode mismatch" remarks will not be allowed to be despatched in SpeedNet. Note: In Meghdoot Postman 7.9.2, "Pincode Mismatch" remark is not available. As such, upgrade the Meghdoot Postman to Version 7.9.2 (available at ftp://cept.gov.in/Meghdoot7/Updates/MeghdootUpdate7.9.2/). iv) Unless local database is updated with RTS electronic data, your office will not be allowed to transfer the SP COD articles to Megdhoot Postman for effecting delivery to Sender / Customer, who booked the SP COD article. As such, please track the SP COD article on India Post Speed Post Tracking and check whether the RTS remarks is updated by the office of return concerned. Note: Unless RTS remark is updated against the article at SpeedNet Central Server, RTS delivery office will not get the RTS electronic data instead they will get electronic data with addressee pincode and transferring to Meghdoot Postman will be denied due to mis-match in Pincode. v) Since this is an operation issue, CEPT can't provide any guidance except suggesting you to contact the office which has returned the SP COD article without updating the proper RTS remark. vi) For more details on handling of SP-COD articles, please go through attached document and SOP of SP-COD.

System Admin:  Dear Sir, This is not an operational issue. This is purely a software issue so CEPT cannot evade from this issue. You are giving a contradictory reply because as you know that the article with wrong pincode cannot be transferred to Postman module in delivery office. Then how can we give correct RTS remark while returning the article. If any other option is there in the speednet to overcome this issue or if I am wrong kindly let me know the correct procedure. Kindly give the correct procedure to return the SP-COD article with wrong pincodein in delivery office through speednet.

Support Team Replied: Sir, Regarding the issue under reference, following is provided for your information and necessary action: i) In order to return RTS SP COD article, please take the correct RTS remarks in Meghdoot Postman and run the SpeedNet Communication after Submit Account. This will allow despatch of this SP COD article under 'Closing of SP Bags' option in SpeedNet. ii) Running of SpeedNet Communication is mandatory after Submit Account to update the returns taken by Meghdoot Postman.

System Admin:  You are giving answers blindly without reading the case carefully. Closing the complaint should not be your motive. Your job is to give the correct solution for the issue after understanding the case. If you want more information to understand the case please ask the same. Please read the history of this case once again and give proper reply.

Support Team Replied: Sir, We have already provided the following guidance on the subject. However, the same is reproduced below: Unless local database of your office is updated with RTS electronic data, your office will not be allowed to transfer the SP COD articles to Megdhoot Postman for effecting delivery to Sender / Customer, who booked the SP COD article. As such, please track the SP COD article on India Post Speed Post Tracking and check whether the RTS remarks is updated by the office of return concerned. Note: Unless RTS remark is updated against the article at SpeedNet Central Server, RTS delivery office will not get the RTS electronic data instead they will get electronic data with addressee pincode and transferring to Meghdoot Postman will be denied due to mis-match in Pincode. If the above guidance is not satisfactory, then in order to analyse the issue at our level, we require the following input: a) SP COD article numbers b) Office (mention Pincode) which has returned the SP COD articles c) Whether RTS remark is shown against each SP COD article in India Post Speed Post tracking As such, the ticket is being suspended. You may 'Respond' to the ticket and provide above mentioned additional inputs for further necessary action at CEPT level.

System Admin:  Sir, I understand what you are saying but you don't understand what I am saying. The given guidance is applicable only if the article can be transferred to the Postman module (or the pincode of the article is correct) in the actual delivery office that is the Addressee side. In this case the pincode of the delivery office and the pincode in the article is different. In such cases the article cannot be transferred to the Postman module.( This portion is not related to my office. This is the issue at actual addressee's Post Office). In such cases the actual delivery office will return the article to the sender's Post Office by merely closing the speedbag without making any remark. They have no option to give the TRS remark in such cases. (Here my office is sender's Post Office) Please consider the addressee's delivery office is XXXXX PO and Sender's Post Office is XXXXXX. If the article is received at XXXX PO with wrong pincode, they cannot transfer the article to Postman module and give correct RTS remark. In such cases they will simply return the article to XXXXXXX by closing a speed bag. Here at delivery office, we cannot transfer the article to Postman module for delivering the article to the sender. The window delivery through speednet is also not possible. If you don't understand the case, I have nothing to say more about it and we will deliver the article manually and give report.

Bla.. bla.. bla.. bla…. from CEPT continues… but the solution is still a mystery.