ITAsoft and Sigma (Telkom’s IT arms) co-developed INSERA, an enterprise system built on Joget that integrates Ticket Incident Service via API, consisting of 5 major modules including the Asset Management Application, Incident Management Application, Workforce Management Application, Work Order Application, and Scheduling Application.
This solution was developed using the Joget platform along with a combination of other software and technologies, including Red Hat OpenShift container platform, Oracle database, and Keycloak for Single Sign-On (SSO) access. It was custom-designed to efficiently manage issue tickets from all Telkom subsidiaries and clients, serving both corporate and private entities. Tickets raised by clients would initially be directed to INSERA, which oversees the distribution of work orders and schedules technicians for issue resolution.
- Incident Management: Serves as the primary helpdesk portal, managing tickets submitted by end users through various channels via API. It is the central hub for the support team to access and monitor tickets. The application captures submissions, triggers new tickets based on issue identification, and updates end users through various channels, including mobile applications, upon ticket completion.
- Workforce Management: Enables user management and permissions configuration.
- Work Order: When end users create service incident tickets, corresponding work orders are generated for technicians, whether Telkom employees or vendors, to conduct inspections and repairs. This module handles tasks assigned to technicians, including addressing internet disruptions at customer locations. Tickets created by end users through channels like mobile applications are termed ‘passive,’ while ‘proactive’ tickets are triggered by monitoring tools identifying issues.
- Scheduling: Facilitates the scheduling of technicians for fieldwork.
The solution has been implemented in various regions of Indonesia, spanning nationally including Bandung, Bogor, Bekasi, Papua, Maluku, Gorontalo, Makassar, and more. Also, the solution has replaced the legacy system that was in existence for more than 15 years, leading to modern and highly flexible architecture.
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