Parent concern set up can be made only from system admin login.
Parent concern that is submitted by a parent is handled in 3 level escalation metric.
Level 1 – Class teacher and Owner at branch level – either of them can provide resolution to the concern and close it.
Level 2 – Principal – if a parent doesn’t satisfy with the resolution provided at level 1, he can escalate it. The first escalation comes to the principal. The principal needs to provide a resolution and close it.
Level 3 – Zonal head – if a parent doesn’t satisfy with the resolution provided by the principal too, then the parent can escalate it. The second escalation comes to a zonal head. Zonal head needs to provide the resolution and close it. At this point, the parent will not be able to escalate the ticket anymore.
Over and above, system admin has right to open the closed concerns. Then the concern will be open for everybody right from level 1.
Email Communication:
Raise a concern – Class teacher and owner at branch level receive an email with the concern details.
First escalation – Principal receives an email with the concern details along with the resolution provided by level-1.
Second escalation – Zonal head receives an email with the concern details along with the resolution provided by level-1 and level-2.
Parent: the parent will receive an email as and when there is a change in the status of the concern at any level.
To create the categories and set the owners to the categories, please follow the steps below.
Step 1: Login and choose Others module
Step 2: Go to Service requests menu and choose to create service request option from the drop-down.
Step 3: To create category click on add service
Step 4: Add service Name, description, choose user type and username to be held responsible at the organization level, email, mobile number and click on save. Repeat the same to create any number of categories.
Step 5: To delete the owner at the organization level, click on delete icon[highlighted below].
Step 6: Along with the class teacher if anyone else to be made responsible to close the concerns at the branch level, click on Assign Branches to users option.
Step 7: Choose branch, type as students related and click get to generate the list of categories and assign owners at the branch, click Assign button.
Step 8: You can assign the owner using user login or the staff login.
Step 9: If you are using user type, enter user type and click on fetch. It will display the details and option to assign the user as owner. Click on the option Make this as Owner.
If you are using staff login to assign, choose staff option and criteria with which you would like to search the user, enter the details in the search box and click on search. It will display the details and option to assign the user as owner. Click on the option Make this as Owner.
With this, parent concern categories creation and setup of the owners are done. To put it to use, add parent concern form link to the parent login.
