Ticket Module Overview
Complete guide to creating, assigning, tracking, and resolving internal tickets in HRORA.
The HRORA Ticket Management Module helps organizations manage internal tickets, employee requests, IT issues, project tasks, website updates, and department-level assignments through a structured workflow.
Who Uses This Module
| Role | What They Can Do |
|---|---|
| Employee / Requester | Create tickets, track status, add comments, upload attachments |
| Assigned Employee | Update status, add work notes, resolve, reassign |
| Manager | Monitor tickets, reassign, track workload, export reports |
| Admin | Manage categories, view all tickets, export reports |
Ticket Workflow
Create Ticket → Status: New → Assigned Employee Starts Work → Status: In Progress → Add Comments / Work Notes → Reassign if required → On Hold if blocked → Work Completed → Status: Resolved
Module Sections
- Ticket List — Centralized view of all tickets with filters
- Create Ticket — Structured form to raise new requests
- Ticket Details — Full ticket view with actions
- Status Management — Track progress through lifecycle
- Comments and Work Notes — Team collaboration inside tickets
- Reassign Tickets — Transfer ownership with documentation
- Category Management — Department-wise ticket classification
- Reports and Export — Download ticket data for review
Priority Levels
| Priority | Description |
|---|---|
| Critical | Immediate action required |
| High | Urgent, resolve as soon as possible |
| Moderate | Standard priority |
| Low | Non-urgent |
Every ticket is tracked with a complete activity history — creation, assignment, status changes, comments, and resolution — for full audit transparency.