Service Ticket Overview
Manage and track all service tickets across organizations
Total Tickets
156
Open Tickets
27
SLA Breaches
8
Avg Resolution Time
4.2h
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Ticket ID
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Organization
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Zone
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Assigned ISP
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Issue Type | Priority | Status |
Opened Date
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SLA Deadline | Resolution Time | Assigned Engineer | Action |
|---|---|---|---|---|---|---|---|---|---|---|---|
| EDC-T-2506 | Ministry of Education | Dhaka Central | BanglaLink | Connectivity | High | In Progress | Jun 04, 2025 09:23 | Jun 04, 2025 13:23 | - | Farid Ahmed |
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| EDC-T-2505 | Department of Agriculture | Chittagong North | GrameenPhone | Latency | Medium | Open | Jun 04, 2025 08:47 | Jun 05, 2025 08:47 | - | Unassigned |
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| EDC-T-2504 | Ministry of Health | Dhaka South | Robi Axiata | Device Fault | High | Escalated | Jun 03, 2025 15:12 | Jun 03, 2025 19:12 | SLA Breached | Nasreen Khan |
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| EDC-T-2503 | Department of Social Welfare | Sylhet | BTCL | Connectivity | Low | Resolved | Jun 03, 2025 10:05 | Jun 04, 2025 10:05 | 3.2h | Rafiqul Islam |
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| EDC-T-2502 | Ministry of Finance | Dhaka Central | BanglaLink | Latency | Medium | In Progress | Jun 03, 2025 09:30 | Jun 04, 2025 09:30 | - | Farid Ahmed |
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| EDC-T-2501 | Department of ICT | Rajshahi | GrameenPhone | Device Fault | High | In Progress | Jun 03, 2025 08:15 | Jun 03, 2025 12:15 | At Risk | Mahfuzur Rahman |
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| EDC-T-2500 | Ministry of Transport | Chittagong South | Robi Axiata | Connectivity | Low | Resolved | Jun 02, 2025 14:20 | Jun 03, 2025 14:20 | 5.8h | Nasreen Khan |
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Ticket Details
EDC-T-2504
EscalatedMinistry of Health - Dhaka South
SLA Time Tracker
SLA BreachedIssue Details
Issue Type
Device Fault
Priority
High
Assigned ISP
Robi Axiata
Assigned Engineer
Nasreen Khan
Full Description
The main router at the Ministry of Health's Dhaka South office has completely stopped functioning. All network connectivity is down, affecting all departments. The router's power light is on, but there are no other indicator lights active. Multiple power cycles have been attempted without success. This is a critical issue as it's affecting the entire building's operations including emergency healthcare coordination systems.
Reporter Information
Internal Notes
Nasreen Khan
Jun 03, 17:45
Initial diagnosis shows hardware failure in the main router. Replacement part is needed. Have escalated to senior management due to SLA constraints.
Rafiqul Islam
Jun 03, 16:30
Contacted Robi Axiata support. They are sending a technician with replacement parts. ETA 2 hours.
Ticket History
Ticket Escalated
Jun 03, 19:15
By Robert Chen (Admin)
Engineer Assigned
Jun 03, 16:20
Nasreen Khan assigned to ticket
Status Changed
Jun 03, 15:30
Status changed from Open to In Progress
Ticket Created
Jun 03, 15:12
By Dr. Kamal Hossain
Attachments & Documents
Router_Diagnostic.pdf
Added Jun 03, 16:45
Router_Image.jpg
Added Jun 03, 15:20
Communication Log
Nasreen Khan (ISP Engineer)
Jun 03, 18:20
We've identified that the router's main board has failed. Our technician is on site with a replacement part. Estimated fix time is 1-2 hours.
Dr. Kamal Hossain (Reporter)
Jun 03, 17:10
This is a critical issue affecting our emergency response systems. We need this resolved as soon as possible. Please provide an update on when a technician will arrive.