User Login:
1.Sub Office and Head Office personnel should log in to the portal using the following credentials:
- Username: Facility ID
- Password: [Password already shared with Division]
Ticket Raising Process:
Sub Office/Head Office Login:
- Access the portal at https://cept.gov.in/
- Click on the DARPAN link to raise tickets specifically related to DARPAN ANDROID APPLICATION (excluding CBS, CSI, PLI, RPLI, and IPPB issues).
Ticket Submission:
- Click on “Add Ticket” to initiate a new ticket.
- Enter the subject and description of the issue in the provided fields.
Ticket Generation:
- Upon submission, a unique Complaint ID will be generated. This ID must be noted for future reference.
Divisional Office Responsibilities:
Ticket Visibility:
- Tickets raised by Sub Office or Head Office are visible in Divisional login under “Pending tickets”.
Ticket Handling:
- Click on “View and Reply” for each ticket.
- Provide a suitable reply to resolve the issue or assign the ticket to the region for further resolution.
Regional Office Responsibilities:
Ticket Handling:
- Review tickets assigned by Divisional Office.
- Provide necessary replies and close the ticket if resolved.
- If further resolution is needed, the ticket can be escalated to the Circle Office.
Circle Office Responsibilities:
Ticket Handling:
- Review tickets escalated from the Regional Office.
- Provide appropriate replies and close the ticket upon resolution.
- If complex issues require further attention, the ticket can be assigned to CEPT.
Conclusion:
This structured workflow ensures a systematic approach to handling tickets related to the DARPAN ANDROID APPLICATION within the DARPAN HDMS Portal. Effective communication and timely resolutions are key in providing efficient support to the users.