📖 How to Use Parador Helpdesk

System Overview

Parador Helpdesk is a centralized platform for managing technical support tickets, maintenance schedules, and operational tasks across Parador Hotels & Resorts properties.

Here's what you can do with the system:

• Create and track tickets for any kind of request or issue
• Assign tickets to the right department or technician
• Schedule maintenance and track task completion
• Generate reports with CSV export for analysis
• Access knowledge base articles for self-service
• Transfer tickets between properties if needed

User Roles & Access Levels

The system uses Role-Based Access Control (RBAC). Each user is assigned a role that determines what they can see and do. Below is a quick summary of each role:

Login & First Steps

How to Log In

1. Open your browser and go to the Parador Helpdesk URL provided by your administrator.
2. Click the "Sign In" button on the homepage.
3. Enter your NIK (Employee ID) and Password.
4. Click "Sign In" to enter the system.

Forgot Password using NIK

If you forget your password, you can reset it securely using your Employee ID (NIK):

1. Click the "Forgot your password?" link on the login page.
2. Enter your NIK (Nomor Induk Karyawan) and click "Send Reset Link".
3. The system will generate a secure reset token and send the reset link to your registered corporate email address (which will be partially masked/obscured for privacy).
4. Check your email inbox, click the reset link, enter your new password, and click "Update Password".

Requesting a New Account

New users can request a portal account directly from the login page:

1. Click the "Request Account" link on the login page.
2. Fill out your profile details: Full Name, Email, NIK (Employee ID), Position, Property Location, and Department (automatically filtered based on selected property).
3. Enter and confirm your password.
4. Solve the Security Verification math captcha to verify you are a human.
5. Click "Submit Account Request".
6. Super Admins will be notified of your request. Once a Super Admin approves your account (e.g. by using the Active toggle in User Management), you will receive an email confirmation and can log in immediately.

Dashboard Overview

After logging in, you'll see the Dashboard. This is your main hub showing:

• Statistics cards — Total tickets, open, resolved, overdue counts
• Ticket trend chart — Weekly ticket creation trends
• Recent tickets — Latest tickets requiring your attention
• Volume comparison — Per-property or per-department volume (depends on your role)

Use the sidebar on the left to navigate between sections: Tickets, Maintenance, Reports, Knowledge Base, and Management (if you have access).

Property Selector (Corporate Users)

If you are a Corporate Admin or Super Admin, you'll see a property selector dropdown in the top navigation bar. Click on it to switch between "All Properties" or a specific property. Dashboard data updates automatically based on your selection.

Creating a Ticket

Tickets are the core of the helpdesk system. Use them to report issues, submit requests, or assign tasks to departments.

Step-by-Step

1. From the sidebar, click "Tickets" → then click the "+ New Ticket" button (or go to /tickets/create).
2. Select the Property that the ticket belongs to (if you're a corporate user). Property-scoped users will have this pre-filled.
3. Select the Target Department. The department list is automatically filtered based on the selected property.
4. Select a Category and optional Sub Category. Depending on the category, additional form fields may appear dynamically.
5. Select the Priority (e.g., Low, Medium, High, Critical).
6. Fill in the Subject (a brief title) and Description (detailed explanation of the issue).
7. Optionally, add Attachments (max 10MB per file) and Tags.
8. Click "Submit Ticket". You'll be redirected to the ticket detail page.

Dynamic Forms

When you select a Category, the system may show additional fields automatically (e.g., room number, asset tag, software version). These dynamic forms are configured by your administrator and vary by category.

Viewing & Managing Tickets

Ticket List

Navigate to Tickets in the sidebar to see the full list. You can:

• Filter by Property, Department, Status, or Priority using the filter bar
• Search by ticket number or subject
• Sort by creation date (newest first by default)

Ticket Detail Page

Click on any ticket to open the detail page. Here you can:

• View all ticket information (subject, description, status, priority, assignment)
• See the Conversation Thread — replies and internal notes
• Reply to the ticket with a public reply or private internal note
• View Timeline — a chronological log of all actions taken on the ticket
• View Transfer History if the ticket was transferred between properties
• View Attachments uploaded to the ticket

Ticket Statuses

• Open — Ticket has been created, not yet assigned
• Assigned — Assigned to a user/department, work in progress
• Resolved — Issue has been resolved, awaiting confirmation
• Closed — Ticket is finalized and closed

Replying to a Ticket

You can reply to any ticket you have access to. Replies can be either public (visible to the requester) or private (internal notes only for staff).

1. Open the ticket you want to reply to.
2. Scroll down to the "Add Reply" section.
3. Type your message in the text area.
4. Optionally, attach files to your reply.
5. To make it a private note (visible only to internal staff), check "Internal Note".
6. Click "Post Reply" or "Add Note".

First Response Time

When a staff member posts the first reply to a requester's ticket, the system automatically records the first response time. This is used for SLA tracking and reporting.

Assigning Tickets

Managers, supervisors, and admins can assign tickets to specific users or departments.

1. Open the ticket you want to assign.
2. Look for the "Assign" button or section on the ticket detail page.
3. Select an assignee from the list of available users (filtered to the ticket's property and department).
4. Confirm the assignment. The assignee will be notified and a timeline entry will be recorded.

Cross-Property Transfer

Occasionally, a ticket needs to be transferred from one property to another (e.g., a guest issue that needs follow-up at a different hotel). This feature is available to Corporate Admins and Property Admins.

How to Transfer a Ticket

1. Open the ticket you want to transfer.
2. Click the "Transfer" button.
3. Select the destination property from the dropdown.
4. Provide a reason for the transfer.
5. Submit the transfer request.

Accepting or Rejecting a Transfer

When a transfer is initiated, the admin of the destination property will receive a notification. They can:

• Accept — The ticket's current_property_id is updated to the new property.
• Reject — The ticket remains in the original property. The admin must provide a reason.

Cross-Department Transfer

A Cross-Department Transfer allows a ticket to be reassigned to a different department within the same property when the original department is not the right handler for the issue. For example, a ticket initially submitted to the Housekeeping department may need to be transferred to Engineering for a technical repair.

Who Can Transfer Between Departments?

The following roles can initiate a Cross-Department Transfer:

• Super Admin — All departments across all properties
• Corporate Admin — All departments across all properties
• Property Admin — All departments within their property
• Dept. Manager — Can initiate transfer out of their own department
• Supervisor — Can initiate transfer with Manager approval

How to Transfer a Ticket to Another Department

1. Open the ticket you want to transfer.
2. Click the "Transfer Department" button on the ticket detail page (visible only to authorized roles).
3. Select the destination department from the dropdown. The list is filtered to departments within the same property as the ticket.
4. Enter a reason for transfer — this is mandatory and will appear in the ticket's audit trail / timeline.
5. Click "Confirm Transfer".

What Happens After a Transfer

Once a Cross-Department Transfer is submitted:

• The ticket's assigned department is updated to the destination department immediately (no approval required from the receiving department, unlike Cross-Property Transfer).
• The previous assignee is unassigned. The ticket returns to Open status in the new department's queue.
• A timeline entry is automatically logged with the transfer reason, the origin department, and the destination department.
• The receiving department's manager receives a notification that a new ticket has been routed to their queue.

Transfer Audit Trail

Every department transfer is permanently recorded. On the ticket detail page, scroll down to the "Timeline" section to see the full history of all transfers, including:

• Timestamp of the transfer
• Name of the user who initiated the transfer
• Origin department → Destination department
• Reason provided for the transfer

Common Use Cases

Maintenance Schedules

The maintenance module helps you plan and execute preventive maintenance for hotel assets, facilities, and equipment.

Creating a Schedule

1. Go to Maintenance from the sidebar.
2. Click "+ New Schedule".
3. Fill in the details: Title, Property, Department, Frequency (daily, weekly, monthly, quarterly, yearly), Assignee, and Priority.
4. Optionally, assign a Form Template for inspection checklists.
5. Click "Save".

Generating Tasks

Once a schedule is created, an authorized user (with manage_maintenance permission) can click "Generate Tasks" to create individual task instances. Each task represents a specific maintenance execution.

Managing Schedules (Edit, Delete, Bulk Delete)

Authorized users (corporate or property admins, department managers) can update or remove active schedules:

• Edit Schedule: Click the "Edit" button on any active schedule row to update its details (title, department, frequency, assignee, etc.).
• Delete Schedule: Click the "Delete" button to remove a schedule. This will delete the schedule template but keep any historically generated tasks.
• Bulk Delete: Select multiple schedules by checking the checkboxes on the left, then click the red "Delete Selected" button at the top right of the active schedules card to delete them all at once.

Maintenance Tasks — Completion & Review

Completing a Task

1. Open a maintenance task from the list.
2. Review the inspection items (if any were set up in the form template).
3. For each item, set the condition: Good, Fair, Poor, or Critical.
4. Add any notes about findings or actions taken.
5. Click "Complete Task".

Reviewing & Approving Tasks

After a task is completed, a designated reviewer (Corporate Admin, Super Admin, or local Property Admin/Department Manager/Supervisor) can review the execution:

• Approve & File: Marks the task as approved. The task is closed and archived permanently.
• Reject & Redo: Reverts the task status back to "Pending" and resets the execution date. The checklist inputs become editable again, allowing technicians to make corrections and submit the task again.

Exporting / Printing Task Details

You can export any maintenance task to a clean, printable PDF document:

1. Open the details of the maintenance task.
2. Click the "Print PDF" button at the top right.
3. The system will generate a PDF containing all metadata, checklist item conditions, technician execution notes, supervisor review notes, and signature slots for both parties.

Engineering Maintenance Workflow

The Engineering Maintenance Workflow is designed specifically for hotel facility maintenance, repair requests, and equipment upkeep managed by the Engineering (ENG) department.

Workflow Stages & Status Map

Each task flows through four main stages, ensuring accountability and verification:

Transitions & Operational Rules

Transitions represent state changes. Specific roles must approve/verify the work before advancing:

• Start Repair / Maintenance (Scheduled → In Progress):
  Action taken by the assigned Technician or Supervisor to signal that maintenance work has officially started.
• Mark as Fixed (In Progress → Resolved):
  Action taken by the Technician upon completing the checklist and repairing the issue.
• Inspect & Approve (Resolved → Closed):
  A vital safety and quality check. A Supervisor or Department Head must review the notes and items condition, then approve the completion.
• Reject Work & Reopen (Resolved → In Progress):
  If the repair quality is insufficient or items fail verification, the Supervisor rejects the work, forcing it back to In Progress with notes for rework.

Reports & Data Export

The reports module provides summarized data analytics and CSV export capabilities. Available to Property Admin, Department Manager, Supervisor, and above.

Available Reports

• Ticket Summary Report — Overview of ticket counts by status, priority, and trends over a date range
• Maintenance Compliance Report — Task completion rates, overdue counts, and review status

Exporting Data

1. Go to Reports from the sidebar.
2. Select your desired date range and optional filters (property, department).
3. Click "Export Tickets" or "Export Maintenance".
4. A CSV file will be downloaded automatically.

Knowledge Base

The Knowledge Base is a centralized repository of helpful articles, guides, and FAQs. Access it from the sidebar at "Knowledge Base".

Using the Knowledge Base

• Browse articles by category using the sidebar categories.
• Search for articles using the search bar.
• Click on any article to read the full content.
• Vote on articles — helpful articles rise in visibility.

Profile & Settings

Manage your personal information and account settings from the profile page. Click on your name/avatar in the bottom-left sidebar corner to access it.

What You Can Do

• View Profile — See your user details, property, department, role, and recent tickets.
• Update Settings — Change your name, email, phone number, and profile picture.
• Change Password — Update your password (you'll need to enter your current password first).

Master Data: Categories

Authorized users can manage the Ticket Categories in the Data Master → Categories menu. Categories define the type of issues users can report and which department handles them.

Category Access Control

Categories are restricted. Only users who have the manage_categories permission can access the configuration page. This typically includes:

• Super Admin and Corporate Admin
• Property Admin
• Department Manager (Limited to their own department)

Multi-Target Department Mappings

A single category can be mapped to multiple Target Departments. This is highly useful for shared issues that could be handled by different departments depending on the exact nature, or when rolling out standardized categories across multiple properties.

1. Go to Data Master → Categories.
2. Click Add Category or Edit an existing one.
3. In the Target Department box, you can hold the Ctrl key (Windows) or Cmd key (Mac) and click to select multiple departments.
4. If you leave it unselected, it will act as a Global Category accessible across all departments.