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v1.0
  • Introducing DIGIT Health Platform
    • Roadmap
  • Platform
    • Release Notes
      • Release Checklist
    • Platform Features
    • Architecture
      • Master Data Management Service (MDMS)
      • High Level Design
        • Health Campaign System High Level Design
        • Design Decision Log
      • Low Level Design
        • Registries
          • Individual
          • Household
          • Product
          • Facility
        • Services
          • Project
          • Stock
    • Technical Skillset & Pre-requisites
    • Installation
      • Setup Requirements
      • Supported Clouds
    • Configuration
      • Localisation Keys
    • Development Guide
    • Source Code
    • DHIS2 to DIGIT Integration
      • DHIS2-DIGIT Field Mapping
  • Products
    • Health Campaign Management
      • Frontline Worker's App
        • User Personas
        • Features
        • User Interface Design
          • User Management
          • Complaints Management
          • Supervision Flow
          • Beneficiary Registration
          • Service Delivery
          • Inventory Management
          • User Login
        • HCM App User Manual
          • Language Selection
          • Login
          • Forgot Password
          • Project Selection
          • Beneficiary Registration
          • Delivery Intervention
          • Stock Management
          • Checklist
        • Test Cases
        • Functional Specifications
        • Field App Architecture
        • Installation
          • APK Installation
        • Configuration
          • HCM Configuration
            • Individual Registry
            • Household Registry
            • Product Registry
            • Facility Registry
            • Stock & Inventory
            • Project Services
            • Complaints
              • QA Sign-Off
                • Test Cases
            • User Management
              • QA Sign-Off
          • HCM Master Promotion Guide
        • Release Notes
          • Success Metrics
        • Product Sign-off
        • Architect Sign-off
          • Health UAT API Execution Report
          • Performance Report
        • QA Sign-off
        • Products Requirement Documents (PRDs)
          • User Management
          • Complaints Management
          • Supervision Flow
          • Role Action Mapping
          • Beneficiary Registration
          • Service Delivery
          • Inventory Management
          • User Login
      • Campaign Management Dashboard
        • Features
        • User Stories
        • User Interface Design
        • Dashboard User Manual
        • Test Cases
        • Installation
        • Configuration
          • Dashboard UI Enhancements
          • HCM Dashboard Master Promotion Guide
        • Release Notes
          • UX Audit
          • PM Audit
        • Product Sign-Off
        • Architect Sign-Off
        • QA Sign-Off
        • Product Requirement Document (PRD)
  • Programme
    • Standard Operating Procedures (SOPs) and Plans
      • SOP for Helpdesk Support
      • User Management SOP
        • Master Data Collection Template
          • Boundary Hierarchy
          • Boundary Data Specs
          • System User Setup
          • Facility
          • Product
      • Master Data Management SOP
      • Training Plan
      • Field Test Plan
      • Programme Roll-Out Plan
      • Change Management Strategy
      • UAT Plan
        • UAT 1
          • UAT 1 Test Scenarios
          • UAT Test Cases
            • Registration & Distribution
            • Inventory Flow
            • Supervision
          • User Acceptance Test Report
            • Plan Dates
        • UAT 2
          • UAT 2 SOP
          • UAT 2 Test Scenarios
          • UAT Observations
            • Registration and Distribution
            • Inventory Flow
            • Supervision
            • General Feedback
          • UAT Feedback Form: SUS
          • UAT Feedform Form: Process
    • Monitoring and Evaluation (M&E) Tools
    • Implementation Checklist
    • DIGIT Pre-Training Tutorials
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On this page
  • Overview
  • Pre-requisites
  • Key Functionalities
  • API Details
  • Configuration Details
  • Configuration details

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  1. Products
  2. Health Campaign Management
  3. Frontline Worker's App
  4. Configuration
  5. HCM Configuration

Complaints

Overview

Complaint Management is a system that enables employees to raise a complaints related to health campaigns . Employee can track the complaint, upload image related to the complaint, re-open the complaint if he/she is not satisfied and rate the service. This document contains the details about how to setup 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

  • 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

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

  1. Add master data in MDMS service with module name as RAINMAKER-PGR. Following is some 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
    }
  ]
}
  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

{
  {
      "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

Indexer configuration

Postman collection

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Last updated 2 years ago

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The source code for an (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.

Refer to the Swagger API for YAML file details:

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

Complaints
Complaints.yaml
Action-test.json
Complaints Persister Config
Complaints Indexer Config
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