Submit a Tech Department Issue

Submit a Tech Department Issue

To ensure all technical requests are handled efficiently and nothing gets missed, all issues must be submitted as a tracked ticket/issue. This helps us properly track all requests, ensure they receive the right attention, and keep everything organized and logged so that nothing gets missed.

The ticketing process allows the Tech Department to:

• Assign the request to the correct owner or responsible person

• Track progress and status updates in one place

• Maintain a full history of comments, follow-ups, and actions taken

• Prioritize work properly based on severity and impact

• Keep requests organized and available for reporting and accountability

Submitting a ticket is the only way to guarantee the request is captured, routed correctly, and resolved in a timely manner.

How to Submit a Tech Issue

You can submit a Tech Department issue using one of the two methods below.

Method 1: Submit an Issue via the ERP System

Step-by-Step Instructions

1. Open the Issue submission page in ERP:

   https://engine.strategicgears.com/app/issue

   
   

2. Click Add Issue

   
   

   
   

3. Fill in the required fields:

   • Subject — Provide a clear title describing the issue.

   • Issue Category — Select IT.

   • Issue Type — Select the closest option to your request/problem.

   • Description — Describe the issue in detail and include:

     • What is happening

     • When it started

     • How often it occurs

     • Any error messages

     • Steps to reproduce (if applicable)

   
   

   
   

4. Save the issue

   
   

   
   

Once saved, the issue will be tracked in the system and assigned to the appropriate Tech team member.

Method 2: Submit an Issue via Slack (Issue Manager App Bot)

You can also create Tech Department issues directly from Slack using the Issue Manager app. An ERP ticket will be created automatically and you will receive a tracking link.

This allows you to:

• Submit requests without logging into ERP

• Automatically generate a corresponding issue record in ERPNext

• Receive an ERP issue ID and tracking link directly in Slack

You can submit requests to the following departments:

• IT

• HR

• Finance Team Support

• Admin

• ERP Tickets

• Resource Allocation

How It Works

1. Open Slack

   
   

2. Type /help to start the Issue Manager

   
   

   If you cannot find the Issue Manager app, you can still type /help anywhere in the Slack chat box (excluding threads).

   
   

3. Fill in the Slack form fields:

   • Subject

   • Issue Category (select IT)

   • Description

   • Priority

   
   

   
   

4. Submit your request

   
   

5. You will receive a confirmation message including an ERP Issue ID and a link for tracking

   
   

   
   

Best Practices for Faster Resolution

• Always submit issues through ERP or Slack Issue Manager

• Be clear and specific in your description

• Attach screenshots or logs whenever possible

• Avoid submitting the same issue multiple times

• Follow up through the ticket comments

Summary

All Tech Department issues must be submitted as tracked issues using one of the following:

• ERP System — https://engine.strategicgears.com/app/issue

• Slack Issue Manager — type /help

This process ensures accountability, visibility, and timely resolution for everyone involved.

If you have questions about the process itself, submit a Tech issue requesting clarification.