vulekamali Maintenance Manual
  • Home
  • 1. Operations: Data Events
    • February: Adding a new national budget
      • Update the homepage state
      • Adding the new financial year, sphere, government, and departments
      • Adding CPI Inflation data
      • Adding/updating PPP and major National Infrastructure Projects
    • March: Division of Revenue Act is gazetted
    • April: Adding a new provincial budget
    • September: Audit Outcomes
    • October: Adding a national adjustment budget/MTBPS
      • Update the homepage state
    • November: Adding provincial adjustment budgets
    • Quarterly Infrastructure Project updates
    • Quarterly in-year spending data updates
    • Annual procurement data updates
    • Annual PPP Infrastructure Project updates
    • Stage 4 draft features
    • Update Public Entities Expenditure
  • 2. Operations: actions
    • Adding/modifying data and data descriptions
      • Uploading key budget documents
      • Adding a new dataset category
      • Linking a dataset category to a guide
      • Linking to resources from Department pages
      • Uploading (IRM) infrastructure project data
      • Updating content pages
      • Add external resource overview
      • Bulk-uploading department-specific documents
      • Adding structured fiscal data
        • In-year spending data
      • Uploading Conditional Grant Framework documents
      • Updating procurement spend analysis data
      • Adding a new Division of Revenue bill
      • Editing the menu items
      • EQPRS data
    • Site-wide options
    • Contributed Data
    • Adding Admin users
    • Content Management System (CMS)
    • Adding CKAN Admin users
    • Troubleshooting
  • 3. Services
    • vulekamali.gov.za (Main site)
      • Webflow Exports & Changelog
    • data.vulekamali.gov.za (CKAN)
      • CKAN Datastore
    • procurement.vulekamali.gov.za
    • create.vulekamali.gov.za
    • openspending-dedicated.vulekamali.gov.za
    • OCPO Data Warehouse
    • ocds-summary.vulekamali.gov.za
  • 4. Design
    • Architecture
      • 0000 Architecture Decision Record template
      • 0001 Use CKAN to organise data
    • Data Formats
    • Style/brand guide
    • Classifying public finance data and documents in CKAN
  • Communications
    • Communications
    • Support desk
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  • Logging in to the support desk
  • Unresolved tickets
  • Agents

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  1. Communications

Support desk

Handling requests to info@vulekamali.gov.za

PreviousCommunications

Last updated 4 years ago

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vulekamali has a Support Desk for tracking and responding to user messages.

A Support Tesk creates a "ticket" for every email thread with a user. It also tracks the amount of time the user has been waiting for a response, making it easy to see how responsive we are.

You can easily see a list of unresolved tickets, representing discussions with users that have not been concluded.

Once a discussion is concluded, the ticket should be "closed" so that it is clear that it has been resolved.

Logging in to the support desk

Visit the Login Page

Use the Are you an agent? link, rather than the login form above it, which is for users of the site.

We document this step rather than linking straight to the login form because this is where you land when you follow links from notification emails as well.

After logging in, you will usually want to go to Unresolved Tickets.

Unresolved tickets

You visit unresolved ticket list by clicking on the Ticket button in the menu, or on the Unresolved number from the dashboard.

Agents

Agents can be managed by clicking on Agents in the General Settings menu. Access this by clicking the Cog icon in the main menu.

Make sure that agents receive email notifications of new support tickets:

Use the Support Agent login, not the User login above it.
Support Agent login form
Ticket button takes you to the Unresolved Tickets list
Ticket counts on the dashboard