Employee User
Refer to the Logging Into Sandbox page to log in as an employee user. The Role-Action Mapping table below provides the role-specific details configured for employee users.
Employee users can -
Role-Action Mapping
The list of roles and corresponding actions each role can perform is listed below:
Superuser
All actions associated with Sandbox & its products
Admin
Employee Management + All Complaints actions (including viewing dashboards)
Employee
View Inbox
Complaints-Admin
All Complaints actions (including viewing dashboards)
Assigner
File Complaint, Assign Complaint, Reject Complaint, Reassign Complaint
Resolver
Resolve Complaint
Complaint Status
As part of the Complaints product workflow, each complaint can have multiple statuses throughout its lifecycle. A brief overview of statuses is given below:
Pending For Assignment
A complaint has been filed and needs to be assigned to an employee for resolution.
Pending at LME
The complaint has been assigned to an employee for resolution. However, the employee has not yet resolved the complaint.
Resolved
The complaint has been marked as resolved by the employee. However, the citizen has not yet rated the resolution process.
Closed After Resolution
The citizen who filed the complaint has rated the resolution process. The complaint is now closed.
Pending for Reassignment
The complaint has to be reassigned to another employee.
Rejected
The complaint is deemed invalid and is currently not to be processed further.
Closed After Rejection
An end state for the complaint - No further action can be taken on it.
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