Document Code: NeftalyP488
Approved By: Chief Executive Officer (CEO)
Date Approved: 31 October 2025
Review Date: 30 November 2026
Policy Owner: Neftaly Chief Human Human Capital, NeftalyCHCR
1. Policy Statement
Neftaly recognizes that effective management of tickets—including support, service, event, and travel tickets—is essential to ensure operational efficiency, transparency, and accountability across all Royal Divisions. The Neftaly Human Capital Tickets Management Policy (NeftalyP488) outlines the standards, procedures, and controls governing the creation, issuance, tracking, and closure of tickets within Neftaly systems and operations.
This policy ensures that all tickets are managed efficiently, accurately recorded, and resolved in compliance with Neftaly governance and Human Capital service standards.
2. Purpose
The purpose of this policy is to:
- Provide clear guidelines for ticket creation, handling, and resolution.
- Ensure timely response and closure of all service and event-related tickets.
- Maintain transparency and accountability in ticket-related activities.
- Facilitate accurate reporting and record-keeping of ticket data.
- Enhance communication, traceability, and efficiency in Neftaly’s operational support functions.
3. Scope
This policy applies to all Neftaly Royals, Deputy Chiefs, Officers, and Human Capital, and covers the following types of tickets:
- Support Tickets: Requests for technical, HR, or administrative assistance.
- Service Tickets: Requests for internal or external Neftaly services.
- Event Tickets: Access or participation authorization for Neftaly events or functions.
- Travel Tickets: Transportation arrangements related to Neftaly official travel or programs.
4. Definitions
- Ticket: A record or document that tracks a request, event, or transaction requiring action or acknowledgment.
- Ticketing System: Neftaly’s official digital platform or database used for ticket creation, tracking, and resolution.
- Ticket Handler: The Officer or Royal assigned to manage, resolve, or approve a ticket.
- Ticket Number: A unique identifier automatically generated to track each ticket from creation to closure.
- Ticket Resolution: The process of addressing, completing, and formally closing a ticket after all required actions are completed.
5. Guiding Principles
- Accountability: Each ticket must be traceable from creation to closure.
- Transparency: All ticket records must be accessible to authorized personnel.
- Timeliness: Tickets must be addressed within established service timeframes.
- Confidentiality: Sensitive ticket information must be handled securely.
- Compliance: Ticket management must align with Neftaly’s operational, financial, and data governance policies.
6. Roles and Responsibilities
| Role | Responsibility |
|---|---|
| CEO | Approves the Ticket Management Policy and ensures compliance. |
| CHCO | Oversees ticket governance and ensures integration with Human Capital systems. |
| Royal Directors | Supervise ticket creation, assignment, and closure in their Royal Divisions. |
| Deputy Chiefs / Officers | Manage assigned tickets, ensure timely updates, and close resolved requests. |
| Ticket Administrator | Maintains the ticketing system, monitors performance, and reports on ticket statistics. |
| Human Capital Members | Submit ticket requests accurately and comply with related procedures. |
7. Procedures
7.1 Ticket Creation
- Tickets must be created via the official Neftaly Ideas
- Each ticket is assigned a unique Ticket ID Number.
- Tickets must include relevant details—category, description, priority, and requester information.
- A notification is automatically sent to the Ticket Administrator and assigned Officer.
7.2 Ticket Assignment and Handling
- The Ticket Administrator reviews all new tickets and assigns them to the relevant Officer or Royal Division.
- Assigned Officers must acknowledge receipt within 24 hours of ticket creation.
- Tickets must be prioritized based on urgency and importance (Critical, High, Medium, Low).
- All Neftaly Royal Chiefs must attend to Neftaly Tickets within 10 days on NeftalyCMR-14 failure to do so with results in the Neftaly Royal Chief facing disciplinary actions
NeftalyP488-7-3 Neftaly Ticket Resolution
- NeftalyP488-7-3-1 Neftaly Assigned Officers must take appropriate action to resolve the ticket within the required timeframe.
- NeftalyP488-7-3-2 Neftaly tickets Updates must be recorded in the Neftaly Ideas system, including communications and actions taken.
- NeftalyP488-7-3-3 Once Neftaly Tickets completed, the ticket is marked Resolved and reviewed by the relevant sender or Royal Chief or Neftaly Kingdom Royal Committee whichever suitable.
- NeftalyP488-7-3-4 Neftaly Tickets must be sent separately for each enquiry Neftaly Human Capital must ensure that they focus on the exact ticket queries
- NeftalyP488-7-3-5 Neftaly Human Capital must respond with the exact requirements of the tickets avoid asking other things but to respond to the information requested on the requested Neftaly ticket
7.4 Ticket Closure
- A ticket may only be closed once verified as fully resolved.
- Closure confirmation is communicated to the original requester.
- Closed tickets are archived and retained according to Neftaly’s data retention policy (NeftalyP137).
7.5 Ticket Review and Reporting
- Monthly reports must be generated by the Ticket Administrator and reviewed by the CHCO.
- Reports must include ticket volumes, response times, resolution rates, and outstanding issues.
- Data analysis will inform service improvements and operational planning.
8. Processes
| Stage | Action | Responsible Person | Output Document |
|---|---|---|---|
| Creation | Submit ticket request | Human Capital | NeftalyF488-01 |
| Assignment | Assign ticket to Officer | Ticket Administrator | Ticket Record |
| Resolution | Resolve and record action | Officer / Royal Director | Resolution Log |
| Closure | Verify and close ticket | Ticket Administrator | NeftalyD488-01 |
| Review | Analyze and report ticket data | CHCO / Governance Office | Monthly Report |
9. Templates, Documents, and Forms
| Code | Name | Purpose |
|---|---|---|
| NeftalyF488-01 | Ticket Request Form | Used by Human Capital to submit a new ticket. |
| NeftalyD488-01 | Ticket Resolution Record | Documents actions, updates, and closure verification. |
| NeftalyD488-02 | Monthly Ticket Report | Provides summary analysis of ticket activities. |
10. Compliance
- All ticketing processes must align with Neftaly Data Management Policy (NeftalyP137) and Neftaly Confidentiality Management Policy (NeftalyP108).
- Unauthorized ticket manipulation or delay in resolution may lead to disciplinary measures.
- Regular audits will ensure adherence to this policy.
11. Monitoring and Review
The CHCO, in collaboration with the Governance Office, will review this policy annually to ensure its relevance, effectiveness, and compliance with operational standards and legal requirements. Updates will be communicated across all Royal Divisions.
12. Approval
Policy Owner:
Neftaly Chief Human Capital Officer (CHCO)
Approved By:
Neftaly Malatjie
Chief Executive Officer