DUBE ESM
Enterprise Service Management & OSS Matrix
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Unassigned
0
Action Required
SLA Breached
0
Overdue
Open Tickets
0
Active Workload
P1 Blockers
0
Highest Priority
Avg Resolution
1.2d
-0.2d vs Last Week
CSAT Score
98%
Excellent
Ticket Volume by Department
7-Day Inflow vs Resolution
SLA Compliance Trend (%)
Open Issues by Priority
All Statuses
Open
In Progress
Escalated
Resolved
All Departments
Tax & Incentives
Approvals & Licencing
ICT & iConnect
Customs (CCA)
Visas & Migration
Environmental & SHEQ
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Ticket ID
Priority
Tenant / Requester
Subject
Status
Assignee
SLA Status
TCK-0000
Subject Line
Tenant / Enterprise
Status
Open
In Progress
Escalated
Resolved
Priority Matrix
P1 - Blocker
P2 - Critical
P3 - Major
P4 - Minor
Routing Department
Tax & Incentives
Approvals & Licencing
ICT & iConnect
Customs (CCA)
Visas & Migration
Environmental & SHEQ
Assignee
Unassigned
Nokwakha Mkhize
Sibusiso Ndlovu
IT Operations Desk
Home Affairs Liaison
SHEQ Department
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AI Strategic Resolution Vector
Action Plan Generated
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Request EIA Documentation
Requests the tenant to upload EIA forms.
Confirm Concurrent Incentives
Validates ETI and CIT concurrent claiming.
Escalate to Exco
Notifies tenant of Exco escalation.
Action Successful