How it works
The Sindh IT Portal routes a company's problem to the right government department, coordinates across departments, and escalates automatically if it stalls — with AI assisting at every step.
The lifecycle
The ticket moves from New → Triaged → Assigned → In Progress → Resolved → Closed. A resolved ticket auto-closes after the company accepts or the feedback window passes. If the company is unhappy, they can reopen or appeal.
Escalation ladder
If a ticket is not resolved in time, it escalates automatically:
| After | Notifies |
|---|---|
| 2 days | Department DG (Director General) |
| 5 days | Department Secretary |
| 10 days | S&ITD Secretary / Minister (SACM) |
Timers are configurable per department and pause on weekends, public holidays, and while awaiting the company's response.
Resolution requires proof
An officer cannot close a ticket without uploading evidence of resolution plus a resolution note. This keeps closures accountable.
Tripartite (TRI) meetings
If a ticket can't be settled through messages, any party can request a tripartite meeting — the company + S&ITD + the concerned department — held virtually (Zoom/Meet/Teams) or in person. The Minutes of Meeting (MoM) are captured, shared with all parties, and its action items become tracked sub-tasks.
See the full workflow specification in 06-ticket-workflow.