Implement a ticketing system.

[naveenfrancis]

• [ ] Have id for each case.

• [ ] Able close each case id.

• [ ]

[armudgal]

Hi @naveenfrancis, apologies, I couldn't understand what you meant here.

Github already has a ticketing system implemented as Issues and gives a unique ID to them as well.

[naveenfrancis]

Each request should have a ticket id like PTM0001. We need able to call the requestor and close the case. Request are piling up. Now it looks like 5500 requests. Many are calling the same requestor called bt volunteers again and again. Not ticketing for github.

Sample ticket PTM0001, TCR0020

[dnivra]

Hijacking/piggybacking this discussion. Can we move to an already well developed system specifically for this purpose? I think it might be best to use Eden from the Sahana Foundation projects because it is well tested in disaster scenarios and provides lots of features. Additionally, they do provide hosted Eden instances too so we can simply contact them and get it done.

Most features we think of will be already implemented there. We can customize and self-host Eden instance if required than relying on a hosting provided by them.

[naveenfrancis]

Any ticketing mechanism would fine now. If it is tested well good. Let's use that.

[dnivra]

@naveenfrancis Eden is not just a ticketing system: it's a full disaster management system. Essentially, it's a full replacement for current website.

[rahulkrishnanfs]

@dnivra @naveenfrancis if it is good then we can test and move to it , What you think

[dnivra]

I have not used Eden and from a brief glance, it seems to have good features. We might have to investigate what features it offers and then perhaps implement additional features we need. Sahana Foundation might also offer some volunteers for this purpose: experienced developers who could help.

[dnivra]

Demo site if anyone wants to check it out: http://demo.sahanafoundation.org

[rahulkrishnanfs]

@dnivra it looks goods, Location tracking is also available

[harisankerPradeep]

@dnivra,@rahulkrishnanfs +1 for moving to a more stable system. Fixing all of this could take a while.

[jeswinkninan]

Please let me know if anyone need help from DevOps kind of activities: ping me here jeswinjkn@gmail.com

[rakesh-gopal]

Can you assign this to me? I'm planning to implement something like this:

[biswaz]

If you're aim for something like: Volunteer calls existing requests, confirms request is fullfilled, marks as fullfilled Then we already have it, it is only given to District Project Managers of KSITMand Volunteer POCs

We shall seek how to optimize the work flow.

[ashikmuhammedpa]

@biswaz @naveenpf Can we get access to the volunteers list on the field asap ? that will help us to route the request manually for the time being. please share your whatsapp number.

[bobinson]

better to just use a paginated listing and assigning to volunteer leaders based on location can help.

[ashikmuhammedpa]

right @bobinson , i am trying it with a cloud based app. if it works we can integrate that with this website.

[ashikmuhammedpa]

@naveenpf

userid: naveenpf pwd:12345

https://dev58610.service-now.com/login.do

Try this

also availble as mobile application.so easy for eveyone. we can ask international volunteers to input the whatsapp or facebook help msg here

@bobinson @biswaz

[bobinson]

1. Created a Telegram group here : https://t.me/RescueKerala

@biswaz - please join and will give the admin access.

[naveenpf]

Already District officials are taking the requests and updating. If the status update is given public, officials are worried about wrong updates. Still discussions are going. Please wait for update

[bobinson]

agree.

And also if there is someway for the authorities to prioritize areas that will be good I believe. The context is some one stuck in area is asked to wait for 1.5 hours as the rescue is happening in an emergency basis. Which means prioritization of locations can be helpful for authorities. (wishlist)

[alokbabu]

Is there an admin interface for Changing status for each case ("help requests")?

[alokbabu]

Is anyone working on this?

[ghost]

Hi please assign this to me. Will be working on it

[alokbabu]

@naveenpf @biswaz could we get some insight on this issue please. Please confirm if anyone is working on this or please reassign.

[panickervinod]

@naveenpf @vjMagar @alokbabu There should be an admin view to update status as well as sync up reference from any other tracking sheet. #157

[naveenpf]

We are planning to implement.

-Each rescuecase once logged, has to create a ticket. (external app) -Volunteers can only update tickets. -Only Districts officials will close the ticket.

Currently District officials handling the requests.

[panickervinod]

Sound good

[jishnunand]

@naveenpf which external system you are going to use over here?

[ashikmuhammedpa]

@naveenpf Is there any way we can get the volunteer list ? so that we can manually assist the request for the time being ?

[ashikmuhammedpa]

@naveenpf can you pls ping me in whatsapp ? I m on +919745653615. or pls share yours I shall reach out to you

[jishnunand]

what's the status of this?

[ashikmuhammedpa]

Guys, Please look at this

dev58610

userid: test_user

password:12345

also , mobile application available

Playstore -> ServiceNow (Download the application) and use the same credentials .

Its quite easier and already available in app. Volunteers and other people who is abroad also can work as it is on cloud. Request you all to try and deploy it faster rather than coding it from scratch

[naveenpf]

GOK officials internal requirements on this. It will be developed by internal team. If help is needed I will update.

[pranavashok]

It might make sense to integrate #246 in this system.

[shajith]

Talked this through with @naveenfrancis in slack, this is the current requirements/plan:

Requirements: volunteers need to be able to update the status of a request, to indicate if it's being handled or already handled.

Plan:

1. Add a descriptive request ID to the request (Eg: EKM1234)
2. Add a page that accepts a request ID and allows looking up and updating the status of that request. Collect a name, phone number, and comments/actions taken when updating.

There might be more things we want here, but this seems to be the immediate priority. Jump in #ticketingsystem in slack if you want to help!

[AparnaJW]

Can requestee phone number be the basis of closing /updating a case?

[giju]

Guys , What is the status of this one . If this feature is not implemeted , you can use this .

https://keralafights.com/manage/

We have pulled the data from keralarescue.in and created a ticketing system here. As of now we have 30K tickets there . Right now , we can make use of community. we are authenticating user by google oAuth. User once logged in can update status, do a de-dupe check , call and confirmation and corresponding status updates and resolve if the requester confirms that they no more need help , the Govt officials can later verify the closure.

We have more than 12000 requests coming in as duplicates. The work flow what we implemented is what was mentioned on the SOS pages.

Along with every status update , we keep track of a work log as well. All of the data is exposed as API's and we are keeping a remote_id to refer the ids of the tickets on keralarescue.in as well. So any time you can sync the data back to the rescue kerala.

[nikhildev4nk]

@giju Great Work bro...

One suggestion. Can you make an open portal(page) where somebody can just come in and put their mobile number and mark safe. No need to display the request or anything. Just capture mobile number and allow them to mark safe. This we can share to relief centers(+) and ask them to update.

And then we can use these mobile numbers to put a separate status for the related request.

(And another note: In dashboard, selecting external and clicking next button on the bottom keeps loading..)

[giju]

Thanks @nikhildev4nk - Will do and update everyone.

[a-thomas-ny]

I have opened this https://github.com/IEEEKeralaSection/rescuekerala/issues/449 and got linked to this... https://keralafights.com/manage/ - This looks great. Option to filter the records with location is important. My parents were rescued from Chengannur 2 days ago after 2 days in water... No Electricity, Network Coverage in any of these critical areas.. Can there be a status like "UNKOWN" or something?

'Status' is required field and none of those are applicable in a critical situation.

Also, very critical to provide the option to enter google map link. In my opinion, there is no other trusted sources to provide the coordinates to helicopter rescue. I have reported this issue also earlier - related to this. https://github.com/IEEEKeralaSection/rescuekerala/issues/252

[a-thomas-ny]

please consider the criticality, There is already questions from national/international media to Major Kishore how the location is passed to them. soon things will come back to this request and in my openion, this should be rolled to production immediately so that relatives can start mark/change the status and pin the locations of their lowed ones

[lalkrishna]

If the status can change only by authorities, we may didn't get correct status. Let relatives or friends can update status, and only authorised person can verify that post.

In person i have requested for my friend who's in aarattupuzha, and now he's safe. But the request still there.

[shajith]

note that the team is working on deploying an Ushahidi instance to handle this and other needs, check #ushahidi_data in slack for details.

[weather81]

clearly of the topic here but can you also include an option or as a seperate thread to add cleaning materials to a specified list of panchayats where the flood has receeded but left a great aftermath.i think it would be good for cleaning up and stuff