App - 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 App using your credentials.
   
   
2. Select your Profile Icon with the three horizontal lines on the top right and corner of your screen.
   
   
3. Select Pain Points from the drop-down menu.
   
   
4. Select the Raised for Me option on the top left to view the Pain Points raised by employees and assigned to your department.
   
   
5. 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.
   
   
6. To search for a particular Pain Point, click on the Search Bar, or use the Status, Severity, Pain Point Date tools to narrow down your search.
   
   

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 at the bottom right.
   
   
   • • A box will pop up asking: “Are you sure? Do you really want to approve this Pain Point?”
     • To finalise, Select Yes, Continue.
     • To cancel and go back, Select Cancel.
       
       
3. To Reject the Pain Point, Select the red Reject box at the bottom left.
   
   
   • • A box will pop up asking: “Are you sure? Do you really want to reject this Pain Point?”
     • To finalise, Select Yes, Continue.
     • 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. A message will appear at the bottom of the screen, reading: 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. Select the Resolve button at the bottom right of the screen.
   
   
   • • A box will pop up asking: “Are you sure? Do you really want to resolve this Pain Point?”
     • To accept, Select Yes, Continue.
     • To cancel and go back, Select Cancel.
       
       
3. A new window will appear. Enter a Comment in the comment box, explaining how this Pain Point has been resolved.
   
   
4. [OPTIONAL] Upload an Image or Video to support your action.
   
   
   • •  To Upload a Photo, select the photo icon of the upload box.
     • 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
       
       
5. 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 Approved to Resolved.
   
   
6. A message will appear at the bottom of the screen, reading: Ticket Status Has Been Changed Successfully.