Item Component/Module

Desgin
1 Admin Module (Help Desk)
2 Admin Module (Help Desk)
3 Admin Module (Help Desk)
4 App Module (Requestor)
5 App Module (Requestor)
6 App Module (Help Desk)
7 App Module (Help Desk)

Subject based reports

8 (Subject: ON HOLD, PRIORITY, WHERE IS MY BOX, MEMO BL, COD, Special
cargo Enquiry)

During ticket creation More details required to avoid not relevant tickets
9
raised.

10 Reports to include date and time of ticket attended at first

Alert / Reminder if the NEW & IN PROGRESS ticket is about to exceed KPI
11
2hours upon ticket created / Respond received from requestor.

Current application required user to manual reply for COD and ON HOLD
charges
12
Can we have auto-reply setup to advice the charges with saved charges
template?

Reminder via email sent to Ticket creator if the ticket status is in replied,
13
everyday till 3rd day. After 3rd day ticket need to be auto-resolved

13 Test
14 Test
Function/Page Estimation Manas
3 1.5
User Maintainenance Page 1 1
Email Template Page 1 1
Holiday Notification 2 2
Ticket Submit Page 5
Ticket View Page 4
Ticket Management Page 3 3
Ticket Reply Page 2

4 4

3 3

3
1.5
Integration Testing 5 2
CI CD/infra setup 5 2
53PD 21 PD
per day 0.5 pd required day to
complete 42 days
RaJA
1.5

5
4

1.5

3
3
32PD
per day 0.8 pd required day to
complete 41 days
Item Component/Module Function/Page
Desgin Database design
1 Admin Module (Help Desk) User Maintainenance Page
2 Admin Module (Help Desk) Email Template Page
3 Admin Module (Help Desk) Holiday Notification
4 App Module (Requestor) Ticket Submit Page
5 App Module (Requestor) Ticket View Page
6 App Module (Help Desk) Ticket Management Page
7 App Module (Help Desk) Ticket Reply Page
Subject based reports
8 (Subject: ON HOLD, PRIORITY, WHERE IS MY BOX, MEMO BL, COD,
Special cargo Enquiry)
During ticket creation More details required to avoid not relevant
9
tickets raised.
10 Reports to include date and time of ticket attended at first
Alert / Reminder if the NEW & IN PROGRESS ticket is about to
11 exceed KPI 2hours upon ticket created / Respond received from
requestor.

Current application required user to manual reply for COD and ON

HOLD charges
12
Can we have auto-reply setup to advice the charges with saved
charges template?

Reminder via email sent to Ticket creator if the ticket status is in

13 replied, everyday till 3rd day. After 3rd day ticket need to be auto-
resolved

13 Test Integration Testing

14 Test CI CD/infra setup

Estimation Start Date End Date Name Comments
3 23/08/2021 25/08/2021 manas,raja
1 26/08/2021 27/08/2021 manas
1 31-08-2021 1/9/2021 manas 30 sept holiday
2 2/9/2021 7/9/2021 manas
5 26/08/2021 3/9/2021 raja
4 6/9/2021 13/9/2021 raja 10 sept holiday
3 8/9/2021 16/09/2021 manas
2 14/09/2021 16/09/2021 raja

2 20/09/2021
16/09/2021 raja
4 17/09/2021 28/09/2021
manas
3 29/09/2021 6/10/2021 manas

5 28/09/2021
21/09/2021 raja

29/09/2021 6/10/2021 raja

3 11/10/2021
7/10/2021 manas,raja
5 14 oct holiday for raja and 15
12/10/2021 15/10/2021 manas,raja oct for both
5 18/10/2021 22/10/2021 manas,raja
53PD
 Improve
No Requirement Nice to have Irene Questions
Productivity

1 Subject amendment of DG on 3rd party vessel enquiry -Change existing

change to Special cargo enquiries with Dedicated “Admend of DG on 3rd
SELECT column for DG, OOG, FLEXITANK Party vessel enquiry”
template to Special Cargo
Enquires.
-Add new field for Special
Cargo

Subject based reports

(Subject: ON HOLD, PRIORITY, WHERE IS MY BOX, Report criteria to include
Subject.
2 MEMO BL, COD, Special cargo Enquiry)

new fields and

During ticket creation More details required to avoid Conditional mandatory
not relevant tickets raised. fields based on Subject
type

3
 Basic data extraction
Reports to include date and time of ticket attended should already include
at first date/time of ticket First
Replied.

Ticket status should be only NEW, REPLIED (ticket

attended by agent), Remove Waiting reply
IN PROGRESS (Respond received from Requestor, and On hold status
waiting for agent reply) & RESOLVED

Raymond already has a

Alert / Reminder if the NEW & IN PROGRESS ticket is column to indicate tickets
about to exceed KPI 2hours upon ticket created / that exceed 2hour KPI.
Respond received from requestor. -Manas, is sending email
notification a
configuration in PIM?
6
Reminder via email sent to Ticket creator if the ticket
status is in replied, everyday till 3rd day. After 3rd Not a priority
7 day ticket need to be auto-resolved
Ticket resolved cannot be re-open Raymond, what is the
8 current Re-open logic?

Remove Priority flag Not a priority

9
Current application required user to manual reply for Manas, can email be auto-
COD and ON HOLD charges sent based on Subject of
Can we have auto-reply setup to advice the charges the ticket (COD and or
with saved charges template? ON HOLD?
10
 Developer
GH comments Gap ComplexityComments with
extra effort
Split current ticket subject "DG/OOG on 3rd Party Vessel To check with Simple
Enquiry" to 3 subjects instead of having additional field Business if agreeable

DG on 3rd Party Vessel Enquiry

OOG on 3rd Party Vessel Enquiry
FLEXITANK on 3rd Party Vesse Enquiry

no extra effort
required

To include Ticket subject as filter parameter during

report generation
Medium 2PD

To toggle mandatory input fields based on Ticket subject

in Create ticket screen Do not think the
specific documents
COD: Booking number, Container number, PTS, 1st uploaded could be
carrier vessel, Current POD, NEW POD, Reason for the validated unless
request, Container type Option: DRY/DG/RF/OOG filename convention
is fixed
ON HOLD: Booking number, Container number, PTS, 1st
carrier vessel, POD, Reason for the request, Duration for Mandatory Special
the hold , Container type Option: DRY/DG/RF/OOG document to upload :
DG: MSDS, Packing Complex
PRIORITY: Booking number, PTS, POD, Operator list
OOG: OOG
WHERE IS MY BOX: Booking number, PTS, POD, Operator application form
FLEXITANK: Flexitank
MEMO BL: Booking number, PTS, POD, Operator, Reason application
for the request form,MSDS

SPECIAL CARGO ENQUIRY (DG/OOG/FLEXITANK): Booking Suggest also to

number, PTS, POD, Operator, Special documents Business to have the
fields populated in
Message Box

4
 To check with
Business / Internal
team:

For PIM tool, there is

Need to capture ticket creation datetime and first reply
some difference.
datetime.
Time starts when
ticket is assigned
from general Queue,
not ticket creation
datetime

Medium 3PD

To check with
Business:
Only these statuses required:
What is difference
NEW, REPLIED (ticket attended by agent), IN PROGRESS
between REPLIED
(Respond received from Requestor, waiting for agent
(ticket attended by
reply) & RESOLVED
agent) vs IN
PROGRESS (waiting
for agent reply) no extra effort
Medium required

Need to capture time between ticket creation and agent

first reply as KPI calculation.
To calculate and indicate time remaining (on screen only)
for NEW & IN PROGRESS tickets which are about to
exceed KPI
Medium 5PD

Not analyz 3PD

Do not allow update for Resolved status no extra effort
Simple required
no extra effort
Simple required

Auto reply email with fixed template and attachment for

tickets with COD and On HOLD subjects
Medium 5PD