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Service Request Tracker - CRM Task Management System
SRT is an enterprise-level task management system designed to auto-allocate and manage CRM Service Requests (SRs) efficiently across multiple agents with intelligent workload distribution and real-time tracking.
Intelligent round-robin distribution of SRs to online agents for balanced workload management.
Live SR assignment and status updates with automatic reallocation when agents log out.
Double-click to lock SRs for exclusive access, preventing reassignment to other agents.
Automatic priority and SLA calculations based on SR type and elapsed time.
Different user roles (SR Agent, Email Agent, L2 Agent) with appropriate permissions.
Real-time reports for pending/closed SRs with multiple filtering options.
Download the complete SRT application package including compiled database, supporting files, and documentation.
📦 Download Full PackageFile Name: SRT_System.Zip | File Size: ~35 MB | Version: 2.1.0 | Updated: 2025
Automatically distributes SRs equally among all online agents using intelligent allocation logic.
Only assigns SRs to currently logged-in agents, with automatic reallocation when agents log out.
Double-click to lock SRs for exclusive processing, preventing interference from other agents.
Real-time priority, SLA status, and elapsed time calculations based on SR type.
Different SLA rules for CLE (27 hours) and Non-CLE (4 hours) service requests.
Automatic priority escalation from Low → Medium → High → Critical based on elapsed time.
Users can create accounts, reset passwords, and manage profiles with email notifications.
Availability status options (Tea break, Lunch, Meeting) to prevent auto-logout.
Different permissions for SR Agents, Email Agents, and Read-Only users.
| Elapsed Time | Priority | SLA Status |
|---|---|---|
| 0 to 1 Hour | Low | In SLA (≤4 Hours) |
| 1 to 2 Hours | Medium | |
| 2 to 3 Hours | High | Out SLA (>4 Hours) |
| >3 Hours | Critical |
| Elapsed Time | Priority | SLA Status |
|---|---|---|
| 0 to 9 Hours | Low | In SLA (≤27 Hours) |
| 9 to 13.5 Hours | Medium | |
| 13.5 to 18 Hours | High | Out SLA (>27 Hours) |
| >18 Hours | Critical |
Note: CLE requests consider only Monday to Friday, 9:30 AM to 6:30 PM as working hours for SLA calculations.
Download and extract SRT_System.zip directly to D:\ to create the complete folder structure at D:\SRT_System\.
Navigate to D:\SRT_System\ and double-click SRT_Frontend.accde to launch the application.
First-time users should create an account:
Set your availability status to prevent auto-logout: "I am here", "Tea break", "Lunch break", or "Meeting".
Automated retrieval of Report900 data every 2 hours from FTP server:
FTP Details:
Server: ftp://172.17.4.100/Report900/
Username: csoumr
Password: Qwer@1234
Automatically ignores "Voluntary" SRs and "Non-EBS Segments" from processing.
Routes SRs to appropriate buckets (CLE Agent, DataLink Agent, SR Agent, L2 Agent) based on barring/restoration reasons.
Smart reconciliation between new Report900 data and existing SRT records with appropriate status updates.
Click on any screenshot to view in full size
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