TROUBLESHOOTING MANUAL

DISTRICT LEVEL

POSHAN Abhiyaan
Ministry of Women and Child Development
Government of India
TROUBLESHOOTING MANUAL
DISTRICT LEVEL
 CONTENTS

Troubleshooting Manual – District Level 4

1 Introduction 12
1.1 Roles and responsibilities for District Helpdesk 13

2 Common troubleshooting guide 14

2.1 User forgets ICDS-CAS Dashboard/mobile application password 15
2.2 User damages/loses device 17
2.3 User’s app needs to be updated 18
2.3.1 How auto updates work 18
2.3.2 How manual updates work (remotely) 18
2.3.3 How manual updates work (in person) 19
2.4 A new dashboard user needs to be created 19
2.5 When a Block Helpdesk user leaves and a new Block Helpdesk user joins 23
2.5.1 Steps for handover of dashboard 23
2.5.2 Steps for handover of Issue Tracker application 23
2.6 When a District Anganwadi Services official leaves and a new District Anganwadi Services official joins 24
2.7 Verify user friendly settings on devices 25
2.8 While using the app, the AWW receives a message saying, ‘ICDS-CAS has stopped working’ or the ICDS-CAS application shuts down 26
2.9 The AWW enters a form or a module and receives an error message or is redirected to the login screen 28
2.10 The Lady Supervisor (LS) receives an error message while attempting to sync her phone 30
2.11 The ICDS-CAS application freezes while the LS is using it or it takes several seconds to swipe between screens 31
2.12 The AWW is unable to remove a beneficiary from a household 32

5 Troubleshooting Manual – District Level

 CONTENTS

3 User management 34
3.1 Types of users 35
3.2 Mobile and dashboard users – username and password overview 35

4 District level IssueTracker user manual 38

4.1 Objectives of the IssueTracker manual 39
4.2 How to start 39
4.3 Modules 41
4.3.1 Issue management 42
4.3.2 Resolved issues 50
4.3.3 Knowledge library 52
4.3.4 Reports 53
4.3.5 My information 54
4.4 Escalation matrix 55
4.5 Issue Tracker reports 55
4.5.1 Issue Tracker - individual issues 55
4.5.2 Issue Tracker - issues (block) 56
4.5.3 Issue Tracker - issue by type 57

Troubleshooting Manual – District Level 6

LIST OF FIGURES

Figure 1: Selecting mobile workers 15

Figure 2: Searching for a username 16
Figure 3: User details 16
Figure 4: Password tab 16
Figure 5: Selecting mobile workers 20
Figure 6: Creating new dashboard user 20
Figure 7: Assigning user roles 21
Figure 8: Account settings 22
Figure 9: Changing password 22
Figure 10: Login screen 39
Figure 11: Home screen 40
Figure 12: Issue management module 42
Figure 13: List of issues 42
Figure 14: Ticket information, issue information and notes 43
Figure 15: Selecting a ticket 44
Figure 16: Moving forward to update or resolve the ticket 44
Figure 17: ‘Follow up with issue’ module 44
Figure 18: Information about the issue 45

7 Troubleshooting Manual – District Level

 LIST OF FIGURES

Figure 19: Select ‘New information/other details’ 45

Figure 20: Enter information in notes 46
Figure 21: Escalate/de-escalate the issue 46
Figure 22: Select ‘Unsuccessful attempt at fixing the phone’ 46
Figure 23: Enter date and other details 46
Figure 24: Escalate/de-escalate the issue 46
Figure 25: Select ‘Issue resolved/close issue’ 47
Figure 26: Enter date and other details 47
Figure 27: Report a new issue 47
Figure 28: Fill details about new issue 48
Figure 29: Identifying the issue 48
Figure 30: Troubleshooting steps for issue resolution 49
Figure 31: Escalation 50
Figure 32: Resolved issues 51
Figure 33: Knowledge library 53
Figure 34: Reports 54
Figure 35: My information 54
Figure 36: Apply filters 56

Troubleshooting Manual – District Level 8

LIST OF FIGURES

Figure 37: View individual IssueTracker reports 56

Figure 38: Apply filters 56
Figure 39: View block-wise Issue Tracker report 57
Figure 40: Apply filters 57
Figure 41: Bar chart representation of issues 57

LIST OF TABLE

Table 1: List of roles for dashboard users 37

9 Troubleshooting Manual – District Level

 ABBREVIATIONS

Troubleshooting Manual – District Level 10

 AWC Anganwadi Centre
AWW Anganwadi Worker
APK Android Application Package
BHD Block Helpdesk
CDPO Child Development Project Officer
DHD District Helpdesk
DPO District Programme Officer
GPS Global Positioning System
GoI Government of India
ICDS Integrated Child Development Services
ICDS-CAS Integrated Child Development Services-Common Application Software
ICT Information and Communication Technology
ICT-RTM Information and Communication Technology enabled Real Time Monitoring
LS Lady Supervisor
MWCD Ministry of Women and Child Development
PIN Personal Identification Number
POSHAN PM’s Overarching Scheme for Holistic Nourishment
SDA Software Development Agency
RTM Real Time Monitoring
URL Uniform Resource Locator

11 Troubleshooting Manual – District Level

 1
INTRODUCTION
P
OSHAN Abhiyaan is a multi-ministerial convergence mission 1. Providing application support by solving issues escalated from
with the vision to ensure attainment of malnutrition free India by Block Helpdesk in regards to Anganwadi Worker (AWW) and
2022. The objective of POSHAN Abhiyaan is to reduce stunting in Lady Supervisor (LS) mobile application. Resolving issues faced
identified districts of India with the highest malnutrition burden by by Block Helpdesk and District Anganwadi Services officials
improving utilization of key Anganwadi Services and improving the quality of while accessing ICDS-CAS Dashboard and Issue Tracker
application.
Anganwadi Services delivery.
2. Assist the Block Helpdesk in inventory management
Information and Communication Technology enabled Real Time Monitoring (reporting loss of devices, facilitate repair of devices at
(ICT-RTM) is one of the key activities in POSHAN Abhiyaan. It will leverage a authorized service centers).
mobile solution, called ICDS-Common Application Software (ICDS-CAS) for 3. Supervise and monitor the Block Helpdesk’s tasks.
improving the service delivery and ensuring better supervision of Anganwadi
4. Coordination with Block Helpdesk to manage usernames and
Services Scheme. ICDS-CAS is designed to be a beneficial job aid for
passwords of block level ICDS-CAS Dashboard and Issue
Anganwadi Workers (AWWs) and Supervisors that will assist them in catering
Tracker application users, Anganwadi Workers (AWWs) and
to the needs of women and children more efficiently through mobile device Sector Supervisors.
based application. The ICDS-CAS solution will also allow automation of 10
5. Monitoring and follow-up on the usage of the application from
out of 11 ICDS registers, thus giving the Anganwadi Services Workers more
‘worker activity reports’ generated on the ICDS-CAS Dashboard.
time to focus on the service delivery.
6. Escalating unresolved issues to the State/UT Helpdesk via the
The troubleshooting manual has been developed to guide the District Issue Tracker application.
Helpdesk in providing general application support, identifying, troubleshooting 7. Regularly following up on tickets in the Issue Tracker application,
and resolving issues escalated by Block Helpdesk through the Issue Tracker making sure they are resolved and closed.
application.
8. Regularly following up with the Block Helpdesk and ensuring
It will also assist the District Helpdesk through common troubleshooting that unresolved issues for the block level are followed up with
accordingly.
scenarios related to inventory, username management and providing reports
with real time information collected by Anganwadi Workers on their phones. 9. Support District Anganwadi Services officials on usage of
CAS system.
10. Ensure in person updating of the ICDS-CAS application for
1.1 Roles and responsibilities for District Anganwadi Worker (AWW) and Lady Supervisor (LS) is being
Helpdesk carried out by the Block Helpdesk.
11. Ensure reinstallation of ICDS-CAS mobile application is being
The troubleshooting manual is designed to assist the District Helpdesk to done by the Block Helpdesk in cases where the application has
cover their scope of work which will include the following tasks: become corrupt.

13 Troubleshooting Manual – District Level

 2
COMMON TROUBLESHOOTING GUIDE

Troubleshooting Manual – District Level 14

This section contains common issues that may be faced by users (like
Block Helpdesk etc.) while using the ICDS-CAS mobile application or the
ICDS-CAS Dashboard along-with detailed troubleshooting steps for
District Helpdesk.

2.1 User forgets ICDS-CAS Dashboard/mobile

application password

The District Helpdesk can follow the steps below for resetting Block
Helpdesk’s Issue Tracker mobile application password and Block Helpdesk’s/
District Anganwadi Services official’s ICDS-CAS Dashboard password:

1. Open the browser on your computer and navigate to

ICDS–CAS Dashboard: www.icds-cas.gov.in/a/icds-cas.
2. Login using your username and password.
3. Click on the Users tab and select ‘Mobile Workers’ (see Figure 1).

Figure 1: Selecting mobile workers

15 Troubleshooting Manual – District Level

 4. You will see a list of usernames created for your district. Find the 6. Select the password tab (see Figure 4).
required username. To make it easy to find the username, you can
type the username in the search box (see Figure 2).

Figure 2: Searching for a username

5. Click on the Username and it should open a window with more

details (see Figure 3).

Figure 4: Password tab

7. A new password will be auto-generated by ICDS-CAS. Note down

this password mentioned against the new password.
8. Click on the ‘Reset Password’ button and the new password will
be set.
9. Communicate the new password to the Block Helpdesk/District
Anganwadi Services official.
After the new password has been communicated to the Block Helpdesk for
Issue Tracker mobile application, make sure you supervise them to follow the
Figure 3: User details
steps below:

1. The Block Helpdesk inputs the new password in the Issue Tracker
application provided by District Helpdesk and clicks on Log in.
2. A window should open asking the Block Helpdesk to set a PIN.

Troubleshooting Manual – District Level 16

 3. Block Helpdesk chooses a 4-digit PIN and enters it in the However, if an authorized service center is not available at the block level, the
application. Block Helpdesk will transport the device to the District Helpdesk and it will be
4. Log out of Issue Tracker application. the responsibility of the District Helpdesk to get the device repaired through
an authorized service center.
5. Log in again to the Issue Tracker application with the username
and 4-digit PIN. Once the device is repaired, the District Helpdesk should coordinate
In case the Block Helpdesk/District Anganwadi Services official had forgotten transportation with the Block Helpdesk and ensure the device is returned
their ICDS–CAS Dashboard password, make sure you supervise them to back to the respective user. During this period of repairing of the device,
follow the steps below after resetting the dashboard password: AWW, LS or Block Helpdesk will use a device from the contingency lot.

1. Block Helpdesk/District Anganwadi Services official inputs new If a Block Helpdesk reports that the device is lost, the District Helpdesk
password on the ICDS-CAS Dashboard and clicks on Log in. should verify if the claim is real and follow the government procedures for
2. Block Helpdesk/District Anganwadi Services official navigates to replacing the device from the surplus inventory. The Block Helpdesk will
the settings button and selects ‘My Account Settings’. update the inventory accordingly in the Issue Tracker application.
3. The Block Helpdesk/District Anganwadi Services official then
When a device from the inventory will be allocated to a user, the District
selects ‘Change My Password’.
Helpdesk would be required to follow the below mentioned steps on the
4. The Block Helpdesk/District Anganwadi Services official will enter device:
the password communicated to them and then enter the new
desired password. The password must contain a capital letter, a 1. Unbox the device and verify the device settings (refer Section 2.7–
number, a special character and must be at least 10 characters. Verify user friendly settings on devices for detailed steps).
Then click on ‘Change Password’. 2. First time login for Username and Password to the ICDS-CAS
5. Log out of ICDS–CAS Dashboard. mobile application.
6. Log in to ICDS-CAS Dashboard with the new password.
Note: First login requires more bandwidth than regular usage
of the ICDS-CAS application. Hence, it is recommended that the
2.2 User damages/loses device device set-up take place in a room with good Wi-Fi connection.

A device may be lost or damaged by an Anganwadi Worker, Lady Supervisor i. Reset the password of the user to whom the device is to be
or Block Helpdesk and a device may require repairing at an authorized allocated (refer Section 2.1 – User forgets ICDS-CAS Dashboard/
service center. mobile application password for detailed steps)

If an authorized service center is available at the block level, the Block ii. Open Commcare LTS application on the device
Helpdesk will be responsible for submitting the device to the service center iii. Login using the username of the user and the password generated
within a day. The Block Helpdesk will also be responsible for getting the after resetting
device repaired and returned to the respective user.

17 Troubleshooting Manual – District Level

 iv. The screen will ask to create a PIN • Application files (CCZ): This is the specific ICDS-CAS AWW,
v. Select ‘Yes’ and input a PIN of ‘1234’ ICDS-CAS Supervisor or ICDS-CAS Issue Tracker application and
includes the forms and multimedia.
vi. Logout of the application
vii. Now, login again and configure demo username and password on 2.3.1 How auto updates work
the device according to the below steps:
For updates to the CommCare LTS APK, the phone will automatically
• For an AWW device, input username ‘aww.test’
download the update from the Google Play Store if the phone has a Google
• For a Supervisor device input username ‘test.supervisor’ account set-up and is connected to the network. Once the update is
• For a Block Helpdesk device, input username downloaded, the phone will automatically install the update. This will cause
‘block.support.test’ the application to restart and the user will be required to login again.
viii. Enter password ‘123’ For updates to the CCZ, the phone will download the update in the
ix. Logout of the application background from the ICDS-CAS server. Once the update is downloaded, it
x. Switch off the device and label the device with AWC/LS/block code will be installed the next time the user logs in. This process could take up to
(depending upon the user), AWC/sector/block name and IMEI one hour so users should be informed in advance that this could happen.
number
xi. Pack the device for delivery to the Block Helpdesk and ensure 2.3.2 How manual updates work (remotely)
Block Helpdesk sets up Google account and registers the
allocation of the device in the Issue Tracker application If the user does not auto-update to the latest APK and CCZ, it is possible to
manually update the application by following the steps below:
2.3 User’s app needs to be updated For the APK, the user should navigate to the Google Play Store and search
for CommCare LTS. They will get an option to ‘Update’ from the Google
The ICDS-CAS application will often need to be updated after it has already Play Store. If they have network connectivity, they can click on Update and
been provided and used by Anganwadi Workers, Lady Supervisors and block download/install the latest version of the APK.
level helpdesks. These updates could include smaller bug fixes or larger
changes to the ICDS-CAS application. The following is a summary of how For the CCZ, the user can choose the ‘Update ICDS-CAS’ option from the
updates are structured and how the application will be updated. settings menu of the mobile application. They will then be required to wait
while the update downloads (between 30 minutes and one hour depending
The application is comprised of two major pieces: on the Internet speed). Once the update has downloaded, the user can then
choose the ‘Install Update’ button to install the update (which may again
• CommCare LTS APK: This is the CommCare mobile application
take up to one hour).
framework that is installed through the Google Play Store. This is
shared between the AWW, Supervisor and Issue Tracker application.

Troubleshooting Manual – District Level 18

 4. Copy the latest CCZ to the phone.
It is best for the user to download/install the updates at night
5. On the phone, clear CommCare LTS data by navigating to the
while the phone is charging.
phone’s applications management menu: Settings -> Applications
-> Manage Applications. Navigate to CommCare LTS and press
Clear Data and Confirm.
2.3.3 How manual updates work (in person) 6. Manually install the latest CCZ on the phone (could take up to
one hour).
In person updates should be carried out by the Block Helpdesk person and it
is the responsibility of the District Helpdesk to ensure that the Block Helpdesk 7. Login using the user’s full password and give them the phone back
follows the steps below while performing in person updates. to set-up a PIN.

For the APK: 2.4 A new dashboard user needs to be created

1. Ensure that the phone has network connection.
2. Login to the application.
Note: This section is to be followed only when a new
3. Sync the phone so that all forms are submitted.
dashboard user for the Block Helpdesk/District ICDS official
4. If there is good Internet connectivity on the device, navigate to the needs to be created under the ICT-RTM. Do not create new
Google Play Store and search for CommCare LTS. You will get an users who are not part of ICT-RTM.
option to ‘Update’ from the Google Play Store.
5. If there is low/no internet connectivity, copy the latest APK that
you have received from the State/UT helpdesk to the phone and The District Helpdesk will follow the following steps to create a new
open it. dashboard user for the Block Helpdesk/District Anganwadi Services official:
6. This should prompt the phone to update the new version of 1. Open the browser on your computer and navigate to:
the APK. www.icds-cas.gov.in/a/icds-cas.
7. Confirm and update the application. 2. Login using your username and password.
For the CCZ:

1. Ensure that the phone has network connection and login to

the application.
2. Sync the phone so that all forms are submitted.
3. Ensure that the APK is updated to the latest version.

19 Troubleshooting Manual – District Level

 3. Click on the Users tab and select ‘Mobile Workers’ 5. Input the username based on the format mentioned in Section
(see Figure 5). 3.2-Mobile and dashboard users - username and password
4. Click on ‘Create New Mobile Worker’. overview (see also Figure 6).

Figure 6: Creating new dashboard user

Figure 5: Selecting mobile workers

Troubleshooting Manual – District Level 20

6. Find the title abbreviation and location code (e.g. 23423.dpo where 8. Note down the password displayed and click on ‘Create’.
23423 is the location/district code and dpo is the title abbreviation; 9. After you have created the user, click on the Username just
for more information on title abbreviation and location codes created. You need to assign a role from the dropdown menu
refer Table 1: List of roles for dashboard users) of the individual (See Figure 7) to this user (refer Table 1: List of roles for
who needs access to the dashboard and set-up the username dashboard users, for more information on user roles).
accordingly.
7. Choose the location (block name/district name) of this user.
Note: Assigning the correct roles is important as it ensures that
the users are able to perform their responsibilities correctly.
Note: This is an important step as choosing the wrong location
will sync another user’s data.

Figure 7: Assigning user roles

21 Troubleshooting Manual – District Level

 10. Scroll down and click on ‘Update Information’ to save the user role. 4. The user will then select ‘Change My Password’ and input the
11. Communicate the username and password to the intended user old password and a desired new password. Please ensure that
and ensure they login and perform the below mentioned steps. the user chooses a strong password (combination of special
characters, numbers and a length of at least 10 characters). Click
The District Helpdesk should facilitate logging into ICDS-CAS Dashboard by on ‘Change Password’ (see Figure 9).
asking their respective officials to follow these steps:

1. The URL for accessing ICDS-CAS Dashboard is:

www.icds-cas.gov.in/a/icds-cas. Navigate to this URL on your
web browser.
2. Enter the username and password as communicated by the
District Helpdesk and click on Sign in.
3. Each user can change their password according to their choice.
Once logged in, the user can navigate to ‘My Account Settings’ by
clicking on the Settings icon (see Figure 8).

Figure 9: Changing password

5. Logout of ICDS-CAS Dashboard.

6. Log in with the new password.

Figure 8: Account settings

Troubleshooting Manual – District Level 22

2.5 When a Block Helpdesk user leaves and a 4. The Block Helpdesk then selects ‘Change My Password’.
new Block Helpdesk user joins 5. The Block Helpdesk will enter the password communicated to
them and then enter the new desired password. The password
must contain a capital letter, a number, a special character
It may be a common scenario where an existing Block Helpdesk user leaves
and must be at least 10 characters. Then click on ‘Change
and a new person replaces him/her. In this scenario, it is important for the Password’.
District Helpdesk to communicate a new password to the new user for
6. Log out of ICDS–CAS Dashboard.
accessing both ICDS-CAS Dashboard and the Issue Tracker application on
the phone, so the District Helpdesk has to follow both Sections–2.5.1 and 7. Log in to ICDS-CAS Dashboard with the new password.
2.5.2 given below.
Case 2 - If a new user is not yet identified:

2.5.1 Steps for handover of dashboard The District Helpdesk will follow the following steps:

Important: This activity can only be performed when a new Block Helpdesk 1. Navigate to www.icds-cas.gov.in/a/icds-cas, click on the ‘Users
user is replacing the old user for the same dashboard username and role. tab’. Select ‘Mobile Workers’.
2. Search for the dashboard username (see step 4 in Section
The District Helpdesk would need to follow the steps to reset the password 2.1-user forgets ICDS-CAS Dashboard/mobile application
for the dashboard username of the Block Helpdesk user who is leaving password of this document for more information) and then click
the project (refer Section 2.1–User forgets ICDS-CAS Dashboard/mobile on ‘Deactivate User’ (this will ensure that the user is not counted
application password, for detailed steps). towards active users).
3. When a new user is identified, follow step 1 above and click on
After resetting of the password, there could be two cases that might be
‘Show Deactivated Mobile Workers’ and then find the user that
presented to the District Helpdesk:
was deactivated. Search using dashboard username or name.
4. Click on the User and then click on ‘Reactivate User’. The
Case 1 - If a new Block Helpdesk user is already identified: dashboard username will disappear from this section and will
The District Helpdesk will guide the new Block Helpdesk user to follow the now be among active users.
following steps: 5. Follow all steps given in case 1.
1. Block Helpdesk navigates to www.icds-cas.gov.in/a/icds-cas.
2.5.2 Steps for handover of Issue Tracker application
2. Block Helpdesk inputs dashboard username and new password as
communicated by the District Helpdesk and clicks on Log in. Important: This activity can only be performed when a new Block Helpdesk
3. Block Helpdesk navigates to the ‘Settings’ button and selects ‘My user is replacing the old user for the same block and mobile username. The
Account Settings’. block code must match.

23 Troubleshooting Manual – District Level

 In this case, the District Helpdesk should carry out the following steps to 2. Search for the mobile username (see step 4 in section 2.1-User
ensure all the data is secured and the new Block Helpdesk user has the forgets ICDS-CAS Dashboard/mobile application password
most up-to-date data and a secure password: of this document for more information) and then click on
‘Deactivate User’ (this will ensure that the user is not counted
1. Before a Block Helpdesk user leaves, they must report to the towards active users).
District Helpdesk and deposit the phone in person.
3. When a new user is identified, follow step 1 above and click on
2. The District Helpdesk will then reset the password for the mobile ‘Show Deactivated Mobile Workers’ and then find the user that
username on the ICDS-CAS website (see Section 2.1-User was deactivated. Search using mobile username or name.
forgets ICDS-CAS Dashboard/mobile application password
4. Click on the User and then click on ‘Reactivate User’. The
of this document for detailed steps on how to reset user
mobile username will disappear from this section and will now
password).
be among active users.
3. Open Issue Tracker application on the phone and enter the new
5. Follow all steps given in case 1.
password.
4. When asked if you want to set a PIN, select ‘Yes’ and enter
‘1234’ as the PIN.
2.6 When a District Anganwadi Services official
leaves and a new District Anganwadi
5. Click on ‘Sync Data’ and wait till the syncing finishes.
Services official joins
6. Log out of the application.
After logging out there could be two cases that may be presented to the
It may be a common scenario where an existing District Anganwadi
District Helpdesk:
Services official leaves the programme and a new person joins in
place of him. In this scenario, it is important for the District Helpdesk to
Case 1 - If a new user is already identified: communicate a new password to the new user for accessing the ICDS-
1. Assist the user to log in to the Issue Tracker application on the CAS Dashboard.
phone. Enter the mobile username and PIN (1234).
Important: This activity can only be performed when a new District
2. Assist the user to set their own 4-digit PIN. Anganwadi Services official is replacing the old user for the same
username and role.
Case 2 - If a new user is not yet identified:
The District Helpdesk will follow the following steps: The steps for handover of dashboard account to a new District Anganwadi
Services official are exactly similar to the steps for handover of a
1. Navigate to www.icds-cas.gov.in/a/icds-cas, click on the ‘Users’ dashboard account when a new Block Helpdesk user joins in place of an
tab. Select ‘Mobile Workers’. existing one (refer Section 2.5.1–Steps for handover of dashboard, for
detailed steps).

Troubleshooting Manual – District Level 24

2.7 Verify user-friendly settings on devices Step 7: Turn off screen auto-rotate

a. Go to Settings > Display

There can be scenarios like device settings being altered by the user, a new
b. Uncheck auto-rotate screen
device to be set-up etc. During this time, the District Helpdesk would need
to make sure that the user-friendly settings are set-up on the device for Step 8: Set the display brightness
Anganwadi Workers/Lady Supervisors/Block Helpdesks to be able to use the a. Go to Settings > Display
phone easily. Follow the steps below to achieve this: b. Set the brightness to auto if available (recommended for battery
savings)
Step 1: Remove all extra home screens if there is more than one by default.
For some devices, pinching the screen does this, for other remove all icons c. If auto is not available, set brightness to high level
from the screen. Step 9: Disable notifications for extraneous apps:
a. On older devices, go to Settings > Apps. Select the relevant apps,
Step 2: Set wallpaper and lock screen to a simple theme: tap and hold and for each one, disable the ‘Show Notifications’
background.
b. On newer devices, go to Settings > Sounds and Notifications >
App Notifications. Select the relevant apps and enable ‘Block
Step 3: Update device firmware: Settings > About Device > System Update.
Notifications’
Verify system is up-to-date, otherwise update.
Step 10: Set device to local language
Step 4: Update existing apps: Play Store > Top Menu > All Apps > Update All a. Go to Settings > Locale and Text or Settings > Language and Input
b. Change the Language to the local language depending on the
Step 5: Create CommCare LTS shortcut on each home screen: State/UT of the purchase order e.g.
i. Andhra Pradesh > Telugu
a. Go to applications
ii. Maharashtra > Marathi
b. Press and hold CommCare LTS to create a shortcut on the home
screen Step 11: Set-up the keyboard
c. Remove all other shortcuts from the home screen a. Settings > Language and Input > Current Keyboard
d. If there are multiple home screens, make sure you have added
b. Make sure ‘English and Indic Languages’ is listed.
‘CommCare LTS’ shortcut to each screen
i. If not, select ‘Choose Keyboards’ and enable ‘Google Indic
Step 6: Increase the display time out Keyboard’
a. Go to Settings > Display c. Select ‘English and Indic Languages’
b. Set screen timeout or sleep to 2 minutes d. Open up a text message or a browser in order to access a keyboard

25 Troubleshooting Manual – District Level

 e. Click the keyboard tab with the Devanagari symbol twice and 3. Select the district/block/supervisor of the Anganwadi Centre
select the keyboard with no symbols (bottom left) (AWC) facing the issue
f. Click the symbol at right and select the language depending on
the State/UT of the purchase order e.g.
Note: District Helpdesk users will select the block/supervisor
i. Andhra Pradesh > Telugu
ii. Maharashtra > Marathi
Step 12: Set-up GPS 4. Name of AWC facing the issue

a. Go to Settings > Location and Security or Settings > Location a. Select the name of the relevant AWC facing the issue
Access 5. Date when the issue was experienced by the user
b. Make sure access to ‘My Location’ is on (if setting is available) a. Select the date when the issue was observed by the AWW
c. Check GPS satellites 6. Does AWW have a phone number?
d. Check Wi-Fi and mobile network location or use wireless a. Select ‘Yes’
networks 7. Phone number to call back the user
Step 13: Double confirm - Disassociate or remove any/all Google account a. Enter the AWW’s 10-digit phone number
from the device by going to Settings -> Accounts -> Google -> Select Account
8. ICDS-CAS username
-> Options (three dots) -> Remove Account
a. Enter the 11-digit username of the AWW facing the issue
Verification and set-up is complete at this point. 9. Ask the user to describe the problem to you. What is the problem
being faced?
2.8 While using the app, the AWW receives a a. This is a problem with the ICDS-CAS application so the
message saying, ‘ICDS-CAS has stopped helpdesk will select ‘Problem with ICDS-CAS’

working’ or the ICDS-CAS application shuts 10. What is the problem with ‘ICDS-CAS’?

down a. This problem of ICDS-CAS crashing during use is not listed, so

the helpdesk will select ‘Other ICDS-CAS problem’

The helpdesk should take the following steps:

Note: Users should only select ‘ICDS-CAS crashes upon
1. Click on ‘Report a New Issue’ in the Issue Tracker application logging in’ when the app stops working at the login screen. If
2. Who is facing the issue? the app stops working when the user is inside of a form or a
module, the helpdesk should select ‘Other ICDS-CAS problem’.
a. Select AWW

Troubleshooting Manual – District Level 26

 11. Please explain the problem in detail/provide notes here: 15. Submit the form and sync with server
a. Provide a detailed description of the problem along with steps
to replicate the issue. Remember to ask the user relevant
questions like, “When did you start facing this problem?” Note: Helpdesk users should sync with the server after they login
every day and each time they escalate/de-escalate an issue.
b. Write down all the steps you took to troubleshoot/replicate the
issue:
i. Sample notes:
“The app is crashing while the AWW is using ___ form. We Steps for web users (District/State/UT/CPMU) following up with the
closed all background apps, restarted the phone, synced above escalated issue:
with the server and cleared user data but the issue is still
occurring.” See the replication steps below: 1. Log into ‘Web Apps’

1. Log in as ___ user a. District/State/UT/CPMU will use their respective login

credentials to login to the Web Apps
2. Click on ‘Home Visit Module’
3. Click on ‘Beneficiary’ ___ 2. Click on Web Apps and sync with server

3. Click on the Issue Tracker application and go to the Issue

Note: Helpdesk should be as descriptive as possible so that Management module
other users can easily replicate the issue.
4. Look for the issue that was just escalated. It should appear as
name of the AWC facing the issue
c. Attach any image for the issue if applicable
5. Click on the Issue, view the issue information and understand
12. Was this issue completely resolved? the issue
a. Select ‘No’
6. Click on Continue and then follow up with issues
13. Do you want to escalate/de-escalate this issue?
7. Check the screenshot to see the exact problem (refer to the
a. If this issue requires another level’s support, select ‘Yes’
State/UT/District troubleshooting manual – Issue Tracker
14. Which level do you want to take this issue to? manual to see how to do this)
a. Select the level above
8. Carry out some basic troubleshooting to ensure that the issue
is reproducible
Note: District Helpdesk users will select ‘State/UT’
9. Make sure the user is on the correct application version

27 Troubleshooting Manual – District Level

 10. Coordinate with the user who created the ticket to reproduce the 2.9 The AWW enters a form or a module and
problem
receives an error message or is redirected to
11. If the issue is not reproducible and the app does not crash, the login screen
mark the issue as ‘resolved’, enter the ‘date of resolution’, select
the reason for closing the issue as ‘issue resolved’, provide
The helpdesk should take the following steps:
resolution steps (enter the steps that you took to resolve the
issue) and submit the form 1. Click on ‘Report a New Issue’ in the Issue Tracker application
12. Sync with the server after you submit the form 2. Who is facing the issue?
a. Select AWW
13. If the issue is unresolved, proceed to step 14 below
3. Select the district/block/supervisor of the AWC facing the issue
14. Enter the ‘date of follow-up’

15. Select ‘new information/other details’

Note: District Helpdesk users will select the block/supervisor
a. Please provide any new information/notes

b. Enter the exact steps that you took above while

troubleshooting 4. Name of AWC facing the issue
a. Select the name of the relevant AWC facing the issue
16. Do you want to escalate/de-escalate the issue?
5. Date when the issue was experienced by the user
a. Select ‘Yes’, and select State/UT/CPMU to escalate the a. Select the date when the issue was observed by the AWW
issue to State/UT/CPMU level
6. Does the AWW have a phone number?
17. Submit form and sync with the server
a. Select Yes
7. Phone number to call back the user
a. Enter the AWW’s 10-digit phone number
8. ICDS-CAS username
a. Enter the 11-digit username of the AWW facing the issue
9. Ask the user to describe the problem to you. What is the problem
being faced?
a. This is a problem with the ICDS-CAS application so the
helpdesk will select ‘Problem with ICDS-CAS’

Troubleshooting Manual – District Level 28

 10. What is the problem with ICDS-CAS? 2. Click on ‘Home Visit Module’
a. This problem is occurring inside a form or a module, so the 3. Click on ‘Beneficiary’ ___
helpdesk will select ‘Problem inside a form’ followed by ‘Form 4. Observe the ‘error’
gives an error message’
11. Provide answers to the following questions:
a. What is the name of the form experiencing the issue? Note: Helpdesk should provide the name of the form and the
module in which the error occurred along with the replication
i. Give the name of the module and the form in which the
steps and be as descriptive as possible so that other users
error has occurred
can easily reproduce the issue and resolve it.
1. E.g. Home Visit Scheduler + Complimentary Feeding.
2. If the error occurred at the module level, give the
module name. E.g. THR, Growth Monitoring, etc.
e. Attach any image for the issue, if applicable
b. What are the steps taken to replicate the error?
i. Example- 12. Was this issue completely resolved?
1. Log in as user ___ a. Select ‘No’
2. Go to the ‘Home Visit Scheduler’ module 13. Do you want to escalate/de-escalate this issue?
3. Observe that the user is directed to the login screen
a. If this issue requires another level’s support, select ‘Yes’
c. Provide a detailed description of the problem along with
steps to replicate the issue. Remember to ask the user 14. Which level do you want to take this issue to?
relevant questions like, “When did you start facing this a. Select the level above
problem?”

d. Write down all of the steps you took to troubleshoot/replicate

the issue: Note: District users will select ‘State/UT’

i. Sample notes:
“The app is crashing while the AWW is using ___ form. We 15. Submit the form and sync with server
closed all background apps, restarted the phone, synced
with the server and cleared user data but the issue is still
occurring.” See the replication steps below: Note: Helpdesk users should sync with the server after they login
every day and each time they escalate/de-escalate an issue.
1. Log in as ___ user

29 Troubleshooting Manual – District Level

 2.10 The Lady Supervisor (LS) receives an error
Note: The Helpdesk should not select ‘CommCare is crashing’
message while attempting to sync her phone for an example like this.

The helpdesk should take the following steps:

10. Provide answers to the following questions:
1. Click on ‘Report a New Issue’ in the Issue Tracker application
a. Provide a detailed description of the problem along with steps
2. Who is facing the issue? to replicate the issue. Remember to ask the user relevant
a. Select LS questions like, “When did you start facing this problem?”
3. Select the district/block/supervisor of the sector supervisor facing b. Write down all of the steps you took to troubleshoot/replicate
the issue the issue:
i. Sample notes:
Note: District Helpdesk users will select the block/supervisor “The LS is unable to sync with the server. We closed all
background apps, restarted the phone, confirmed that the
Supervisor has signal and her data is activated and attempted
4. Date when the issue was experienced by the user to sync with the server but the issue is still occurring. The error
a. Select the date when the issue was observed by the AWW message says (Server is taking too long to respond)”
5. Does the Supervisor have a phone number?
a. Select ‘Yes’
Note: Helpdesk should write the exact text of the error
6. Phone number to call back the user message and be as descriptive as possible so that other users
a. Enter the Supervisor’s 10-digit phone number can easily reproduce the issue and resolve it.

7. ICDS-CAS username
a. Enter the 9-digit username of the Supervisor facing the issue c. Attach any image for the issue if applicable
8. Ask the user to describe the problem to you. What is the problem 11. Was this issue completely resolved?
being faced?
a. Select ‘No’
a. This is a problem with the ICDS-CAS application so the
helpdesk will select ‘Problem with ICDS-CAS’ 12. Do you want to escalate/de-escalate this issue?

9. What is the problem with ICDS-CAS? a. If this issue requires another level’s support, so select ‘Yes’

a. The user is receiving an error messaging while syncing, so the 13. Which level do you want to take this issue to?
helpdesk will select ‘Error message upon login or sync’ a. Select the level above

Troubleshooting Manual – District Level 30

 7. ICDS-CAS username
Note: District users will select ‘State/UT’ a. Enter the 9-digit username of the Supervisor facing the issue
8. Ask the user to describe the problem to you. What is the problem
being faced?
14. Submit the form and sync with server
a. This is a problem with the ICDS-CAS application so the
helpdesk will select ‘Problem with ICDS-CAS’
2.11 The ICDS-CAS application freezes while the 9. What is the problem with ICDS-CAS?
LS is using it or it takes several seconds to a. The application is working slowly or freezing, so the helpdesk
will select ‘ICDS-CAS is slow’
swipe between screens

The helpdesk should take the following steps: Note: The Helpdesk should not select ‘CommCare is crashing’
for an example like this.
1. Click on ‘Report a New Issue’ in the Issue Tracker application
2. Who is facing the issue?
a. Select LS 10. Provide answers to the following questions:
3. Select the district/block/supervisor of the sector supervisor facing a. Provide a detailed description of the problem along with steps
the issue to replicate the issue. Remember to ask the user relevant
questions like, “When did you start facing this problem?”
b. Write down all of the steps you took to troubleshoot/replicate
Note: District Helpdesk users will select the block/supervisor the issue:
i. Sample notes:
“The app is slow. We closed all background apps, restarted
4. Date when the issue was experienced by the user the phone, and force quit the ICDS-CAS app but the
a. Select the date when the issue was observed by the AWW issue is still occurring. The app is freezing in the Growth
Monitoring module.”
5. Does the Supervisor have a phone number?
a. Select ‘Yes’ c. Attach any image for the issue if applicable.
6. Phone number to call back the user
a. Enter the Supervisor’s 10-digit phone number

31 Troubleshooting Manual – District Level

 2.12 The AWW is unable to remove a beneficiary
Note: Helpdesk should confirm that all background apps
have been shut down and be as descriptive as possible when from a household
entering notes so that other users can easily reproduce
the issue and resolve it. Helpdesk should add details of the The helpdesk should take the following steps:
module/form name in which the error is occurring.
1. Click on ‘Report a New Issue’ in the Issue Tracker application
2. Who is facing the issue?
11. Was this issue completely resolved? a. Select AWW
a. Select ‘No’ 3. Select the district/block/supervisor of the AWC facing the issue
12. Do you want to escalate/de-escalate this issue?
a. If this issue requires another level’s support, select ‘Yes’
13. Which level do you want to take this issue to? Note: District Helpdesk users will select the block/supervisor
a. Select the level above

4. Name of the AWC facing the issue

Note: District users will select ‘State/UT’ a. Select the name of the relevant AWC facing the issue
5. Date when the issue was experienced by the user
a. Select the date when the issue was observed by the AWW
14. Submit the form and sync with server
6. Does AWW have a phone number?
a. Select ‘Yes’
Note: Helpdesk users should sync with the server after they 7. Phone number to call back the user
login everyday and each time they escalate/de-escalate an issue. a. Enter the AWW’s 10-digit phone number
8. ICDS-CAS username
a. Enter the 11-digit username of the AWW facing the issue
9. Ask the user to describe the problem to you. What is the problem
being faced?
a. This is a problem with the ICDS-CAS application so the
helpdesk will select ‘Problem with ICDS-CAS’

Troubleshooting Manual – District Level 32

 10. What is the problem with ICDS-CAS? e. Attach any image for the issue if applicable
a. This is a problem with a beneficiary/form, so the helpdesk will 12. Was this issue completely resolved?
select ‘Problem inside a form’ followed by ‘Form gives an error
message’ a. Select ‘No’

11. Provide answers to the following questions: 13. Do you want to escalate/de-escalate this issue?

a. What is the name of the form experiencing the issue? a. If this issue requires another level’s support, so select ‘Yes’

i. Give the name of the module and the form in which the error 14. Which level do you want to take this issue to?
has occurred. a. Select the level above
1. E.g. Household Registration + Add/Remove Member
2. If the error occurred at the module level, give the module Note: Helpdesk users should sync with the server after they login
name. E.g. THR, Growth Monitoring, etc. every day and each time they escalate/de-escalate an issue.
b. What are the steps taken to replicate the error?
i. Sample steps: 15. Submit the form and sync with server
1. Log in as user ___
2. Go to the Household Management module
3. Select ___ family from the case list Note: District Helpdesk users will select the block/supervisor
4. Select ___ beneficiary
5. Select ‘Yes’ to remove beneficiary, submit the form and
observe the ‘error message’
c. Provide a detailed description of the problem along with
steps to replicate the issue. Remember to ask the user
relevant questions like, “When did you start facing this
problem?”

d. Write down all of the steps you took to troubleshoot/replicate

the issue

Note: District users will select ‘State/UT’

33 Troubleshooting Manual – District Level

 3
USER MANAGEMENT

Troubleshooting Manual – District Level 34

The user management section covers the process of managing 3.1 Types of users
usernames and passwords for the long-term maintenance of Information
and Communication Technology enabled Real Time Monitoring
For ICDS-CAS there are primarily two types of users:
(ICT-RTM).
1. Mobile users: AWWs, Supervisors and Block Helpdesk users who
User management includes creation and maintenance of usernames will be using either a phone or a tablet.
and passwords for accessing the ICDS–CAS Dashboard and the mobile
2. Dashboard users: Anganwadi Services officials and Helpdesk
applications. All usernames should be created online on ICDS-CAS
personnel at various administrative levels who will be using a computer.
Dashboard, two weeks before the expected delivery of devices. The
CPMU will also provide a detailed document titled: ICT-RTM–User
Management Guidelines on username and password management for
3.2 Mobile and dashboard users – username and
ICT-RTM closer to the delivery of phones. The document will describe in password overview
detail the roles and responsibilities at the State/UT, district and block level.
Having a secure username and password is essential for the functioning
Each type of web user will have their own set of permissions to ensure
of ICDS-CAS. The mobile application captures sensitive information about
that they only access data for their geography and are able to perform
households, their health and nutrition status and ensure Anganwadi Workers
functions based on their responsibility. E.g. a DPO can only access data
and Lady Supervisors are keeping the information safe.
for his/her district, and can drill-down to each AWC and beneficiary in the
district. The State/UT and District Helpdesk staff will also use the ICDS– Since each Anganwadi Worker belongs to a particular Anganwadi Center and
CAS Dashboard for accessing the Issue Tracker application as well as for a Lady Supervisor belongs to a sector, usernames are associated with their
executing administrative tasks like user management. location for ease of set-up and long-term maintenance.

35 Troubleshooting Manual – District Level

 Usernames must be unique and passwords must be strong. For dashboards, In addition to the 10-character long password, mobile users will have the
since there can be many users at the State/UT, district or block level, functionality to update their password on first login. This ensures each mobile
usernames will have to be developed according to their role/title abbreviation worker can create their own password so it can be easy to remember and is
along with the location. more secure. Dashboard users can also manually change their password any
time after their first login.

Usernames must be unique and passwords need to have Usernames will be of two categories based on the user type:
the following format - 1 special character, 1 number, 1 capital
letter and a minimum length of 10 characters. a. For mobile users
b. For dashboard users

a. For mobile users

Examples of usernames for mobile users and dashboard users:
For mobile users, the username format will be as described above i.e. 11-digit
• AWW usernames will be the same as the 11-digit Anganwadi Center Anganwadi Center code for AWW, 9-digit Sector code for Supervisors and
code (E.g.: 10224020101).
7-digit Block code for Block Helpdesk.
• Supervisor usernames will be the same as their 9-digit code for the
sector (E.g.:102240201). b. For dashboard users

• Block Helpdesk usernames (for Issue Tracker app in mobile devices) For dashboard users, the username format will be as described above
will be the same as their 7-digit block code (Example. 1022402). (Example. 2341910.bhd etc.). They will also have appropriate roles assigned
• Dashboard usernames (for State/UT, district and Block Helpdesk) to them. The list of roles, title abbreviations and sample usernames are
will be a combination of location code and title abbreviation. For detailed below (see Table 1).
example, a username for Block Helpdesk personnel of Madhya
Pradesh will be 2341910.bhd (2341910 being the block code and bhd
the title abbreviation for Block Helpdesk). For more details on title
abbreviations, please refer Table 1: List of roles for dashboard users.

Troubleshooting Manual – District Level 36

Table 1: List of roles for dashboard users

Title Title abbreviation Example username Role (for dashboard users)

Child Development Project Officer (CDPO) cdpo 2341910.cdpo CDPO

District Programme Officer (DPO) dpo 23435.dpo DPO

Block Project Assistant bpa 2341910.bpa BHD

Block Coordinator (Block Helpdesk) bhd 2341910.bhd BHD

District Project Assistant dpa 23435.dpa DHD

District Coordinator (District Helpdesk) dhd 23435.dhd DHD

37 Troubleshooting Manual – District Level

 4
DISTRICT LEVEL ISSUE TRACKER USER MANUAL

Troubleshooting Manual – District Level 38

4.1 Objectives of the Issue Tracker manual 4.2 How to start

• The Issue Tracker web application will assist District Helpdesk in Log in to the Issue Tracker web application by navigating to the
troubleshooting and resolving issues that have been escalated to the ICDS–CAS Dashboard (www.icds-cas.gov.in/a/icds-cas) and then
district level by the Block Helpdesk. clicking on Web Apps to view the home screen.
• The Issue Tracker web application will also be used by the District
Helpdesk to escalate unresolvable issues reported by the Block
Helpdesk, to the State/UT level.

1. Login Screen

Type District
Helpdesk username

Type password

If you have forgotten

the password, contact
State/UT Helpdesk

Figure 10: Login screen

39 Troubleshooting Manual – District Level

 2. Home Screen
Click on Web Apps to view the home screen

syncing with the server

Enter the Issue Tracker Exit the application by
updates your information
application from this screen by clicking on the gear icon
clicking on the ICDS CAS – Issue Every time you log in, make and clicking on ‘Sign out’
Tracker icon sure you sync with server to
see updated information.

NOTE: Whenever you escalate/de-escalate an issue, make sure you

have synced with the server to complete escalation/de-escalation. Figure 11: Home screen

Troubleshooting Manual – District Level 40

4.3 Modules

What is a module?
A module is a part of an application. Inside each module, there are
forms to fill in about specific subject area. The District Helpdesk will use

5 modules
Knowledge Library

Resolved Issues Reports

My Information

3
Issue Management

2 4
1 5

41 Troubleshooting Manual – District Level

 4.3.1 Issue management

In the Issue Management module, you can view/

search for existing issues and follow up on them
or report a new issue.

Issue Management
Figure 12: Issue management module

Use the search

functionality
to search
for an issue
View the list of assigned to
issues logged in the district
the Issue Tracker level
Figure 13: List of issues

Troubleshooting Manual – District Level 42

4.3.1.1 Ticket information and issue information and notes

You can view information about a ticket by selecting it from

the list of issues.

After selecting the ticket, you will be able to see details such
as ticket information and more information on the issue.
2
Ticket information:
Details of who is facing the
problem, who created the
ticket, current ticket level,
1. List of Tickets when it was last followed
up on, etc.

3
Issue information:
Details of the username
of user who is facing the
problem and device model
number.

4
Notes: Details regarding
the issue being faced and
any notes entered by the
Figure 14: Ticket information, issue information and notes Bl52 Block Helpdesk.

43 Troubleshooting Manual – District Level

 4.3.1.2 Follow up with an issue

1 2
After viewing the ticket details,
Select the ticket which you would like to
click on ‘Continue’ to update or
follow up on from the list of tickets.
resolve the ticket.

Figure 15: Selecting a ticket

3 Select the ‘Follow Up with Issue’ module

to enter the follow up form.
Figure 16: Moving forward to update or resolve the ticket

Figure 17: ‘Follow up with issue’ module

Troubleshooting Manual – District Level 44

4 5
View information about the issue. If a Proceed with form by providing an update to
screenshot has been attached in the ticket, it the ticket. You will have three options when
will be visible along-with other ticket details. updating the ticket. These are explained below.

Option 1: New information/other details

1. Enter the date of follow-up and select ‘Unsuccessful attempt
at fixing the phone’

Figure 18: Information about the issue Figure 19: Select ‘New information/other details’

45 Troubleshooting Manual – District Level

 2. Enter the complete information in the notes 3. Escalate/de-escalate the issue accordingly to the desired level

Figure 20: Enter information in notes Figure 21: Escalate/de-escalate the issue

Option 2: Unsuccessful attempt at fixing the phone 2. Enter the date when you attempted to fix the phone and enter
complete information in the notes
1. Enter the date of follow up and select ‘Unsuccessful
attempt at fixing the phone’

Figure 23: Enter date and other details

3. Escalate/de-escalate the issue accordingly to the desired level

Figure 22: Select ‘Unsuccessful attempt at fixing the phone’ Figure 24: Escalate/de-escalate the issue

Troubleshooting Manual – District Level 46

Option 3: Issue resolved/close issue 4.3.1.3 Report a New Issue

1. Enter the date of follow up and select ‘Issue resolved/close issue’

The District Helpdesk can log issues faced by AWWs, Lady Supervisors
and District/Block Helpdesk.

Every time an issue is reported, whether it was a quick

minor resolution or an escalation, please make sure you log
it as a NEW ISSUE.

1. Clicking on ‘Report a New Issue’ opens a form to fill in the details

of the issue that is being faced by the Anganwadi Worker/Lady
Supervisor/Helpdesk.

Figure 25: Select ‘Issue resolved/close issue’

2. Select the date when the issue was resolved and note down steps
taken to resolve the issue

Figure 26: Enter date and other details Figure 27: Report a new issue

47 Troubleshooting Manual – District Level

 2. You can then fill in information such as name of the user facing the
issue, date when the issue was experienced and contact details of
the user facing the issue.

Figure 28: Fill details about new issue

3. Identify the problem that is being reported by the user. It is very

important to correctly identify the issue and categorize it into one of
the listed choices. If you are having trouble categorizing the issue,
you can spend more time talking to the user to correctly identify the
problem.

If you fail to identify the issue, you can then categorize it under
‘Unknown/undiagnosed/other problems’.

Figure 29: Identifying the issue

Troubleshooting Manual – District Level 48

4. After you select the issue reported, you will also be provided with
step-by-step instructions to guide you through a solution.

Figure 30: Troubleshooting steps for issue resolution

49 Troubleshooting Manual – District Level

 5. In addition to providing basic troubleshooting and issue diagnosis, 4.3.2 Resolved issues
the application has the provision to escalate an issue to the State/
UT level with complete details about the issue faced and reason for
escalation. Make sure to give a detailed explanation in the notes for This module displays all the issues registered/worked on by the District
the State/UT level to have complete information about the issue. Helpdesk user. The user should have a regular practice to look at the
resolved issue module in order to refer to past resolutions.
The module categorizes the issue into five categories.

ICDS-CAS related issue

Network related issue

Figure 31: Escalation

Unknown/undiagnosed/other issue
Auto-escalation: Issues that are open and untouched for more
than 5 days will automatically be escalated to higher level
(Unresolved hardware-related issues will escalate after 14 days).
Once a helpdesk escalates an issue or an issue has been Hardware related issue
automatically escalated, it will disappear from the user’s case
list and appear only in the case list of the user the issue has
been escalated to.

Dashboard related issue

Troubleshooting Manual – District Level 50

1 Select Resolved Issues module 3 View Ticket Information

4 View Issue Details

Resolved Issues

2 Select an Issue from the Case list

5 View Issue Notes and Resolution steps

Figure 32: Resolved issues

51 Troubleshooting Manual – District Level

 4.3.3 Knowledge library

The District Helpdesk can refer to this module for information on 2 Select Common Troubleshooting steps
resolution to L1 issues and common troubleshooting steps.

1 Select Knowledge Library module

3 Select Relevant Issue being faced by user

Knowledge Library

Troubleshooting Manual – District Level 52

 4.3.4 Reports

4 Follow Troubleshooting steps This module provides information regarding status of issues and devices
registered by the user. The following reports are generated in the Reports
module.

Issues: (Report based on activity for last 30 days)

1. Total number of issues logged

2. Total number of issues open

3. Total number of resolved issues

4. Number of issues escalated/de-escalated

5. Number of issues open at district

6. Number of issues open at State/UT

7. Number of issues open at CPMU

Hardware:
Figure 33: Knowledge library
1. Total hardware registered

2. Total hardware distributed

3. Number of device marked lost/stolen

4. Number of devices out of service

Remember to sync data before using the Reports module.

53 Troubleshooting Manual – District Level

 4.3.5 My information
1 Select Reports module

This module is used to update the contact details of the helpdesk user in
the application.

1 Select Reports module

Reports

2 View Report on issues and hardware

My Information

2 Update contact details

Figure 35: My information

Figure 34: Reports

Troubleshooting Manual – District Level 54

4.4 Escalation matrix 4.5 Issue Tracker reports

Issue Tracker reports will provide the District Helpdesk with an insight into
CPMU the performance of the block level helpdesk, as well as monitor the number
of issues that are existing and need to be followed up.

4.5.1 Issue Tracker – individual issues

STATE This report gives an overview of all the open tickets along with the following
information:

• Which State/UT– district – block the ticket belongs to

• The name of the Anganwadi Worker/Lady Supervisor who is facing
DISTRICT the issue
• Number of days this ticket has been open
• Current level that the ticket is assigned to (supervisor, block, district
• Second level of support for AWWs, Supervisors, CDPO
or State/UT)
• First level of support for DPO, District ICDS team
• Escalate unsolvable issues to State/UT Helpdesk To access the Issue Tracker – individual issues report, go to
www.icds-cas.gov.in/a/icds-cas. Login if required, then select ‘Reports’ and
then Issue Tracker – individual issues.

BLOCK

• First level of support for AWWs, Supervisors, CDPO

• Escalate unsolvable issues to District Helpdesk

55 Troubleshooting Manual – District Level

 1. To view the report, add the relevant filters accordingly and click 4.5.2 Issue Tracker - issues (block)
on Apply
This report gives an insight into how many tickets each block has resolved or has
opened. The district can then follow up with the Block Helpdesks regarding open
tickets that need follow-up.

To access the Issue Tracker – issues (block), go to

www.icds-cas.gov.in/a/icds-cas. Login if required, then select ‘Reports’ and then
Issue Tracker – issues (block).

1. To view the report, add the relevant filters accordingly and click
on Apply

Figure 36: Apply filters

2. You can now view each ticket that has been assigned to the
relevant helpdesk

Figure 38: Apply filters

Figure 37: View individual Issue Tracker reports

Troubleshooting Manual – District Level 56

2. You can now view block-wise Issue Tracker report 2. You can now view the bar chart representation of the issues in
accordance with the filters applied

Problem Area
Number of Issue
Grouped Stacked
25.0

24.0

22.0

20.0

18.0

16.0

14.0

12.0

Figure 39: View block-wise Issue Tracker report 10.0

8.0

6.0

4.5.3 Issue Tracker – issue by type 4.0

2.0

0.0

This report provides a bar chart representation of the various categories of issues
broken_usable insufficient_balance phone_locked
battery Commcare_problems phone_can_not_take_picture telephone

that have been registered in the Issue Tracker application.

Figure 41: Bar chart representation of issues
To access the Issue Tracker – issue by type, go to
www.icds-cas.gov.in/a/icds-cas. Login if required, then select ‘Reports’ and then
Issue Tracker – issues by type.

1. To view the report, add the relevant filters accordingly and

click on Apply

Figure 40: Apply filters

57 Troubleshooting Manual – District Level

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Troubleshooting Manual – District Level 60