Complaints

Overview

Complaint Management is a system that enables employees to raise complaints related to health campaigns. An employee can track the complaint, upload image related to the complaint, and re-open the complaint if he/she is not satisfied and rate the service. This document contains the details about how to set up the complaints module (pgr-service), and describes the functionalities it provides.

Pre-requisites

Before you proceed with the configuration, make sure the following pre-requisites are met:

Java 8.
Kafka server is up and running.
egov-persister service is running and has pgr-services persister config path added in it.
PSQL server is running and database is created to store complaint data.
(Optional) Indexer config for pgr-services is added in egov-indexer yaml paths to index. the generated data. Index are required for data visualisation in kibana or in DSS.
(Optional) Report config for pgr-services is added in Report service config paths. Required if reports are to be provided to the user.
Following services should be up and running:
- egov-user
- egov-workflow-v2
- egov-perister
- egov-localization
- egov-notification-sms
- egov-mdms
- egov-idgen
- egov-url-shortening
- egov-hrms

Key Functionalities

Citizen/employee can file, track and rate the complaint.
Citizen/employee can add image and comments related to the complaint.
Citizen/employee can re-open the complaint in certain given period of time after resolution.
Campaign supervisors can setup the complaint workflow according to their requirements and staff capacity.
Can track the SLA for resolving each complaint and can use it as a metric to streamline the process for resolving complaints.
Department-wise assignment of the complaint to the LME.

Setup Details

The source code for an Complaints (pgr-service) is present in the health-campaign-services Git repo. The spring boot application needs the Lombok* extension added to the IDE to load it. Once the application is up and running, the API requests can be posted to the URL and the IDs can be generated.

*In the case of IntelliJ, the plugin can be installed directly. For eclipse, the Lombok jar location has to be added in the eclipse.ini file in this format: javaagent:lombok.jar.

API Details

Refer to the Swagger API for YAML file details: Complaints.yaml

Application.properties file information:

Kafka topics for eGov persister

pgr.kafka.create.topic=save-pgr-request
pgr.kafka.update.topic=update-pgr-request

Configuration Details

Add the master data in MDMS service with module name as RAINMAKER-PGR. Following is a sample master data for the service:

{
  "tenantId": "default",
  "moduleName": "RAINMAKER-PGR",
  "ServiceDefs": [
    {
      "serviceCode": "SyncNotWorking",
      "name": "Sync Not Working",
      "keywords": "sync, not, working",
      "department": "TECH",
      "slaHours": 336,
      "menuPath": "Sync",
      "active": true,
      "order": 1
    },
    {
      "serviceCode": "NotEnoughStock",
      "name": "Not Enough Stock",
      "keywords": "not, enough, stock",
      "department": "WAREHOUSE",
      "slaHours": 336,
      "menuPath": "Sync",
      "active": true,
      "order": 1
    },
    {
      "serviceCode": "Other",
      "name": "Other",
      "keywords": "other",
      "department": "ADM",
      "slaHours": 336,
      "menuPath": "Sync",
      "active": true,
      "order": 1
    }
  ]
}

Create businessService (workflow configuration) using the /businessservice/_create. Following is the product configuration for PGR:

{
  "RequestInfo": {
    "apiId": "Rainmaker",
    "action": "",
    "did": 1,
    "key": "",
    "msgId": "20170310130900|en_IN",
    "requesterId": "",
    "ts": 1513579888683,
    "ver": ".01",
    "authToken": "{{devAuth}}",
    "userInfo": {
      "id": 73,
      "userName": null,
      "name": null,
      "type": "EMPLOYEE",
      "mobileNumber": null,
      "emailId": null,
      "roles": [
        {
          "id": 2,
          "name": "Customer Support Representative",
          "code": null,
          "tenantId": null
        }
      ],
      "tenantId": null,
      "uuid": "uuid"
    }
  },
  "BusinessServices": [
   {
    "tenantId": "default",
    "businessService": "PGR",
    "business": "pgr-services",
    "businessServiceSla": 432000000,
    "states": [
      {
        "sla": null,
        "state": null,
        "applicationStatus": null,
        "docUploadRequired": false,
        "isStartState": true,
        "isTerminateState": false,
        "isStateUpdatable": true,
        "actions": [
          {
            "action": "CREATE",
            "nextState": "PENDING_ASSIGNMENT",
            "roles": [
              "REGISTRAR",
              "DISTRIBUTOR",
              "WAREHOUSE_MANAGER",
              "HELPDESK_USER",
              "SYSTEM_ADMINISTRATOR"
            ]
          }
        ]
      },
      {
        "sla": null,
        "state": "PENDING_ASSIGNMENT",
        "applicationStatus": "PENDING_ASSIGNMENT",
        "docUploadRequired": false,
        "isStartState": false,
        "isTerminateState": false,
        "isStateUpdatable": false,
        "actions": [
          {
            "action": "RESOLVE",
            "nextState": "RESOLVED",
            "roles": [
              "HELPDESK_USER",
              "L2_SUPPORT",
              "SYSTEM_ADMINISTRATOR"
            ]
          },
          {
            "action": "ASSIGN",
            "nextState": "PENDING_ASSIGNMENT",
            "roles": [
              "HELPDESK_USER",
              "L2_SUPPORT",
              "SYSTEM_ADMINISTRATOR"
            ]
          },
          {
            "action": "REJECT",
            "nextState": "REJECTED",
            "roles": [
              "HELPDESK_USER",
              "SYSTEM_ADMINISTRATOR"
            ]
          }
        ]
      },
      {
        "sla": null,
        "state": "RESOLVED",
        "applicationStatus": "RESOLVED",
        "isStateUpdatable": false,
        "docUploadRequired": false,
        "isStartState": false,
        "isTerminateState": true
      },
      {
        "sla": null,
        "state": "REJECTED",
        "applicationStatus": "REJECTED",
        "isStateUpdatable": false,
        "docUploadRequired": false,
        "isStartState": false,
        "isTerminateState": true
      }
    ]
  }
  ]
}

Configuration Details

Action test: URL actions adding

Action-test.json

{
  {
      "id": {{ID_PLACEHOLDER}},
      "name": "Create PGR Request",
      "url": "/pgr-services/v2/request/_create",
      "parentModule": "",
      "displayName": "Create PGR Request",
      "orderNumber": 0,
      "enabled": false,
      "serviceCode": "pgr-services",
      "code": "null",
      "path": ""
    },
    {
      "id": {{ID_PLACEHOLDER}},
      "name": "Update PGR Request",
      "url": "/pgr-services/v2/request/_update",
      "parentModule": "",
      "displayName": "Update PGR Request",
      "orderNumber": 0,
      "enabled": false,
      "serviceCode": "pgr-services",
      "code": "null",
      "path": ""
    },
    {
      "id": {{ID_PLACEHOLDER}},
      "name": "Search PGR Request",
      "url": "/pgr-services/v2/request/_search",
      "parentModule": "",
      "displayName": "Search PGR Request",
      "orderNumber": 0,
      "enabled": false,
      "serviceCode": "pgr-services",
      "code": "null",
      "path": ""
    },
    {
      "id": {{ID_PLACEHOLDER}},
      "name": "Search PGR Request",
      "url": "/pgr-services/v2/request/_count",
      "parentModule": "",
      "displayName": "Count PGR Request",
      "orderNumber": 0,
      "enabled": false,
      "serviceCode": "pgr-services",
      "code": "null",
      "path": ""
    }

Persister Configuration

Complaints Persister Config

Indexer Configuration

Complaints Indexer Config

Postman Collection

Click here

Note: Complaints module is digits pgr-services. Refer to this doc for more information

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Last updated 3 months ago