UNITS System | ADUAN ICT

Status	Description	Next Actor	Next Step
ADUAN NEW	New ADUAN ICT application.	Head of Zone	Waiting for distribution of tasks by the Head of Zone.
ADUAN CANCELLED	ADUAN ICT has been cancelled by applicant.	Applicant	End process.
1ST LEVEL MAINTENANCE	ADUAN ICT in progress by 1st level support.	Staff of Zone	Waiting for Staff of Zone to do/ distribute the task.
IT SERVICES - 2ND LEVEL SUPPORT	ADUAN ICT in progress by 2nd level support.	Head of IT Services	Waiting for Head of IT Services to do/ distribute the task.
2ND LEVEL MAINTENANCE	ADUAN ICT in progress by 2nd level support.	Staff IT	Waiting for Staff IT to do/ distribute the task.
VENDOR MAINTENANCE	ADUAN ICT has been reported to vendor.	Staff IT/ Head of IT Services	Waiting for vendor verification by IT staff’s.
(NEW!) ADUAN IN PROGRESS - 1ST LEVEL SUPPORT	ADUAN ICT still in progress by first level support.	First Level Support	Waiting for 1st level support to complete/ distribute the task.
(NEW!) ADUAN IN PROGRESS - 2ND LEVEL SUPPORT	ADUAN ICT still in progress by second level support.	Second Level Support	Waiting for 2nd level support to complete/ distribute the task.
(NEW!) ADUAN FORWARD TO BRANCH / CAMPUS / ZONE	ADUAN ICT has been forwarded to the right campus zone.	Head of Zone	Waiting for Head of Zone to do/ distribute the task.
(NEW!) ADUAN RECHANNEL TO NEW CATEGORY FOR 1ST LEVEL SUPPORT	ADUAN ICT has been rechannel to the right category for 1st level support action.	Head of Zone	Waiting for Head of Zone to do/ distribute the task.
(NEW!) ADUAN RECHANNEL TO NEW CATEGORY FOR 2ND LEVEL SUPPORT	ADUAN ICT has been rechannel to the right category for 2nd level support action.	Head of IT	Waiting for Head of IT to do/ distribute the task.
ADUAN COMPLETED	ADUAN ICT has been completed.	Applicant	Applicant need to do verification and rating for completed task.
ADUAN VERIFIED	ADUAN ICT has been verified by applicant.	Applicant	End process.
(NEW!) ADUAN CLOSED (INCOMPLETE)	ADUAN ICT has been closed by staff due to incomplete information or wrong channel.	Applicant	End process.
**(NEW!) - Starting from 05/10/2020 onwards

ADUAN NEW

New ADUAN ICT application.

Head of Zone

Waiting for distribution of tasks by the Head of Zone.

ADUAN CANCELLED

ADUAN ICT has been cancelled by applicant.

Applicant

End process.

1ST LEVEL MAINTENANCE

ADUAN ICT in progress by 1st level support.

Staff of Zone

Waiting for Staff of Zone to do/ distribute the task.

IT SERVICES - 2ND LEVEL SUPPORT

ADUAN ICT in progress by 2nd level support.

Head of IT Services

Waiting for Head of IT Services to do/ distribute the task.

2ND LEVEL MAINTENANCE

ADUAN ICT in progress by 2nd level support.

Staff IT

Waiting for Staff IT to do/ distribute the task.

VENDOR MAINTENANCE

ADUAN ICT has been reported to vendor.

Staff IT/ Head of IT Services

Waiting for vendor verification by IT staff’s.

(NEW!)
ADUAN IN PROGRESS - 1ST LEVEL SUPPORT

ADUAN ICT still in progress by first level support.

First Level Support

Waiting for 1st level support to complete/ distribute the task.

(NEW!)
ADUAN IN PROGRESS - 2ND LEVEL SUPPORT

ADUAN ICT still in progress by second level support.

Second Level Support

Waiting for 2nd level support to complete/ distribute the task.

(NEW!)
ADUAN FORWARD TO BRANCH / CAMPUS / ZONE

ADUAN ICT has been forwarded to the right campus zone.

Head of Zone

Waiting for Head of Zone to do/ distribute the task.

(NEW!)
ADUAN RECHANNEL TO NEW CATEGORY FOR 1ST LEVEL SUPPORT

ADUAN ICT has been rechannel to the right category for 1st level support action.

Head of Zone

Waiting for Head of Zone to do/ distribute the task.

(NEW!)
ADUAN RECHANNEL TO NEW CATEGORY FOR 2ND LEVEL SUPPORT

ADUAN ICT has been rechannel to the right category for 2nd level support action.

Head of IT

Waiting for Head of IT to do/ distribute the task.

ADUAN COMPLETED

ADUAN ICT has been completed.

Applicant

Applicant need to do verification and rating for completed task.

ADUAN VERIFIED

ADUAN ICT has been verified by applicant.

Applicant

End process.

(NEW!)
ADUAN CLOSED (INCOMPLETE)

ADUAN ICT has been closed by staff due to incomplete information or wrong channel.

Applicant

End process.

**(NEW!) - Starting from 05/10/2020 onwards