Website - Resolving a Pain Point (Department Lead)

Learning Outcome   

After completing this unit, you will be able to:  

1. View relevant Pain Points as a Department Lead
2. Approve or Reject a Pain Point as a Department Lead.
3. Resolve a Pain Point as a Department Lead

View Relevant Pain Points

1. Log into the traCXio website using your credentials.
   
   
2. Select the Pain Points option on the top horizontal navigation menu.
   
   
3. Select the Raised for Me option on the top right to view the Pain Points raised by employees and assigned to your department.
   
   
4. Or, to view the Pain Points assigned to your department that have been raised by you, select the Raised by Me option on the top left.
   
   
5. Identify the Pain Point you wish to Resolve and select the Eye Icon on the far right of the in the Action column. A new window will appear.

Approve or Reject a Pain Point

1. Identify the Pain Point Card you wish to Approve or Reject.
   
   
2. To Approve the Pain Point, Select the blue Approve box.
   
   
   • • A box will pop up asking: “Are you sure? Do you really want to approve this Pain Point?”
     • To finalise, Select Yes, Approve.
     • To cancel and go back, Select Cancel.
       
       
3. To Reject the Pain Point, Select the red Reject box.
   
   
   • • A box will pop up asking: “Are you sure? Do you really want to reject this Pain Point?”
     • To finalise, Select Yes, Reject box.
     • To cancel and go back, Select Cancel.
       
       
4. Your Action is successful when you are brought back to the Search Pain Points page and your Pain Point’s status has been changed from Pending to Rejected or Approved.
   
   
5. The Status Bar will appear and read Ticket Status Has Been Changed Successfully.

Resolve a Pain Point

Note: To Resolve a Pain Point, you must Approve it first.

1. Identify the Approved Pain Point Card you wish to Resolve.
   
   
2. On the right side of the ticket, Select the Eye Icon to view.
   
   
3. A box will pop up asking: “Are you sure? Do you really want to resolve this Pain Point?”
   
   
   • • To accept, Select Yes, Resolve.
     • To cancel and go back, Select Cancel.
       
       
4. A new window will appear. Enter a Comment in the comment box, explaining how this Pain Point has been resolved.
   
   
5. [OPTIONAL] Upload an Image or Video to support your action.
   
   
   1. To Upload a Photo, select the photo icon of the upload box.
   2. To Upload a Video, select the video icon in the upload box.
      Note: Image uploads must not exceed 10 MB, and video uploads must not exceed 15 seconds. The media must be of the following filetypes: .mp4, .mov, .avi, .mkv, .png, .jpg, .jpeg
      
      
6. To Save your actions, Select Resolve at the top right of the window.
   
   
7. Your Action is successful when your Pain Point’s status has been changed from Approved to Resolved and the task bar will read Ticket Status Has Been Changed Successfully.