Handover Guide — Supervisor (Ministry)

Ministry-level overseer: every ticket visible, Level-2 escalations, and the independent final check (IT verification) before closure.

• All tickets, all departments
• IT verification queue — tickets awaiting your final check
• Department overview dashboard with drill-down (click any count to filter the ticket list)
• Reports: summary, SLA breach list, aging buckets, 12-month trend

What you cannot do

• Admin configuration (Master only) — but you see everything else

1. File tickets for companies on phone/WhatsApp/walk-in requests: Quick actions → "File ticket for a company" (/intake/file) — pick the company, the channel it arrived on, and the details. Any staff member can also move misrouted tickets between departments from the ticket page.
2. Check the IT verification queue: every complaint the company confirmed waits here.
3. Verify (close) or Reject (re-open for more work with a note) — outcome is recorded on the ticket.
4. Handle L2 escalations from the console; raise to L3 (Escalation Officer) when departments cannot resolve.
5. Use Department overview drill-downs: Open / Closed / Escalated / Breached counts link straight to filtered lists.
6. Review Reports weekly (aging + SLA) and chase departments trending red.
7. Audit log (Quick actions) shows every recorded action platform-wide: logins, ticket lifecycle, admin configuration, document views — filter by segment, user or date for investigations.

• Verification is independent: you close only what genuinely resolves the complaint.
• Rejected verification sends the ticket back to in_progress with your note visible to staff.

Company confirmed but I disagree.

Reject with a note — the ticket returns to in_progress; your rejection reason goes to staff (not the company).

Drill-down shows 0 breached but SLA report shows some.

The dashboard counts only unpaused open tickets past deadline; paused ones are excluded on purpose.