CDMS TICKETING AND REPORTING

Quarter Cycle

Q4	Q1	Q2	Q3
January	April	July	October
February	May	August	November
March	June	September	December

• Partners needs to submit report of pervious month sales in current month below 4th.

Ticket Generation Process – CDMS

Step 1: Open Ticket Generation File

• Open the Ticket Generation Excel file.
• Ensure the file format is consistent and all mandatory columns are present.

Step 2: Fill Ticket Details

• Enter details in the following columns in order:
• Timestamp – Enter current date & time using =NOW() → Copy → Paste as Values.
• Submitted by – cdms.team@wyzmindz.com
• Financial Year – e.g., 25-26
• Quarter – Select based on month (e.g., Q1 = Apr–Jun, Q2 = Jul–Sep, Q3 = Oct–Dec, Q4 = Jan–Mar).
• Partner Name – Name of the partner/store.
• T2 Contract – Example: 20200290
• Partner Type – Specify T1, T2, or T3.
• Mail Type – Mention if issue was informed via Mail or Call.
• Segment – Consumer or SRD (Commercial).
• BP Category – Based on the segment.
• Region – Specify region (e.g., West 3).
• State – Enter the state name.
• Month – Reporting month.
• Issue Received Date – Date issue was reported (MM-DD-YYYY).
• Approval Request Date – If applicable.
• Approval Received Date – If applicable.
• ROL Month – Month when error/issue notification was received.
• Mail Subject – Enter exact subject of the mail.
• Ticket Number – Use Excel CONCATENATE() function to auto-generate unique ID.
• Issue Segment – Describe issue faced by partner.
• Quantity – Enter quantity (if applicable).
• Status – Mark as Open (pending) or Closed (resolved).
• Closed On Date – Enter date when issue was resolved.
• Responsible Team – Wyz CDMS Team.
• Responsible Person – Enter the resolver name/team (e.g., CDMS Team).
• Remarks of Closing – Provide short description of resolution.
• Issue Reported By – Name of the person who reported the issue.
• Estimated Closure Date – Enter estimated completion date.
• Mail Count – Enter number of follow-up mails sent (e.g., 1, 2, 3).
• Resolver Name – Name of the employee who resolved the issue

Step 3: Save and Share

Save the updated file

Serial Number Pull Out for Reports:

• Requirement: Extract last 8 characters from barcode.
• Steps:
  • Formula: =RIGHT(cell,8)
  • Apply down column → Copy → Paste Special (Values).
  • Transpose into row format (Ctrl+Alt+V → Transpose).
  • Save serials in Notepad → Replace spaces with commas (Ctrl+H).
• Paste into CDMS Report, SerialNumber filter and download required data.

While Reverting mails whom to mark:

• Recipients – CC
  • Always mark Ram Sir and Daya Sir in CC when reverting mails.
• Recipients – TO (Based on Region & Segment)
  • Consumer Segment (B2C)
    • West & South Region → Kalyani
    • North & East Region → Pathik Das
  • SMB / Commercial Segment (B2B)
  • Marlene Pinto (she)

Partner Communication:

1. General Communication Principles
   • Always be polite and professional.
   • Confirm the partner’s store name, user ID, and contact details before proceeding.
   • Always listen first, let the partner explain the issue in their words.
   • Use simple, step-by-step instructions when guiding them.
   • Document the conversation in the ticket/excel tracker for future reference.
2. Questions to Ask Before Installation
   • Is this installation for a new location, new store, or new partner?
     • If yes → Inform partner that approval mail will be sent to Gayathri R3 before proceeding.
   • Which system is being used (Laptop / Desktop)?
     • Clarify that CDMS does not work on Desktops.
   • Which Windows version are you using (Windows 10 / 11)?
     • CDMS supports only Win10/11.
   • Do you have Microsoft Edge browser installed?
     • Required for IE mode setup.
   • Do you already have a CDMS user ID?
     • If no → Register new.
     • If yes → Proceed with login/approval.
3. Questions to Ask When Resolving Issues
   • For Forgot User ID:
     • Do you have the system serial number or baseboard ID?
     • Is this a new laptop or has the motherboard been replaced recently?
   • For Installation/Run Errors:
     • Have you enabled IE mode in Edge?
     • Did you add CDMS URL in Trusted Sites?
     • Are you getting any error message? Please share screenshot.
   • For Inventory Issues:
     • Can you confirm if the product was sold out or still in stock?
     • Can you share the barcode list in Excel (Barcode column format)?
   • For Tagging/Cross-Sale Issues:
     • Can you confirm if the partner added returns in the report?
     • Which invoice or MTM does this sale belong to?
   • For Tickets:
     • When did you first face this issue? (Issue received date)
     • Have you already informed through mail/call earlier?
     • Can you provide the mail subject and number of mails sent?
4. When Closing a Call / Issue
   • Always confirm:
     • “I have updated the details, please refresh your portal and check again.”
     • “Did you receive the confirmation mail / OTP / user ID?”
     • “Is there anything else I can help you with today?”
   • And log the Remarks in Excel (e.g., Approved, Closed, Partner Confirmed).