iKonTel Trakker

iKonTel Trakker tracks technical changes from request through review, approval, implementation, testing, and closure. Every transition is logged to a tamper-resistant audit trail and notifies the people who need to know.

The Dashboard tab is the default landing view. Tiles show:

• Open CRs — total currently in flight (status not in closed / cancelled / rejected).
• Critical (open) — how many open CRs have priority = critical. Tile turns red when > 0.
• Near TAT — open CRs whose due-by falls inside the project’s configured alert window.
• Overdue — open CRs past their due-by.
• No TAT configured — open CRs whose project doesn’t have a TAT for that priority. Should normally be 0.
• Total CRs and Closed / done — lifetime counts.

Below the tiles, breakdowns by status and by priority. Click Refresh to re-fetch.

draft → submitted → approved/rejected → implemented → verified → closed
                                                       │
                                                       └─ test_failed (audit only,
                                                          stays implemented)

  any non-terminal status → cancelled

Terminal states: rejected, closed, cancelled. A CR is fully done only after a reviewer marks it closed.

A comment is required at every transition.

You have two layers of role:

• Global role (set on your account): requester, approver, reviewer, implementer, tester, auditor, admin.
• Project membership (set per project by admin): implementer, tester, account manager. Project-scoped roles only act on CRs of projects you are assigned to.

• Project — required. CRs are scoped to a project. Implementers, testers, and account managers act only on projects they are assigned to.
• Category — optional. A loose grouping (e.g. infrastructure, application). Admin manages the list.
• Risk — how dangerous the change is if it fails (low/medium/high).
• Priority — how urgent the change is (low/medium/high/critical). Risk and priority are independent.
• Emergency — tick if it must skip the regular CAB. Only users marked emergency approver can approve emergency CRs.
• Scheduled for — when you intend to do the work (informational).

Each project defines a TAT (turn-around time, in hours) per priority. A CR’s due-by is computed as creation time + TAT for that priority. The clock stops once the CR is closed, rejected, or cancelled.

Open CRs past their due-by are flagged with an OVERDUE badge.

Each project also has a near-TAT alert window (default 24 hours). A CR whose due-by falls inside this window appears in the dashboard’s Near TAT tile. Admin sets it from Projects → TATs.

Every transition (submit / approve / reject / implement / verify / test-fail / close / cancel / review) requires a comment. The action button opens a modal where you can type the comment and optionally attach files.

Attachments accept up to 5 files, 10 MB each. Allowed types: PNG, JPEG, GIF, WebP, PDF, plain text, ZIP. Anything else is rejected.

Attachments appear inline in the CR’s timeline — image files render as thumbnails; other file types show as filename chips. Click to open or download. Anyone with read access to the CR can download attachments.

• File a CR: Changes → New change request. Pick project + priority + risk, write title and description, optionally tick Emergency, click Create draft. Then click Submit on the row (you’ll be prompted for a comment and can attach files).
• Attach a screenshot: any action button opens a comment modal with a file picker. Up to 5 files / 10 MB each.
• See history of a CR: click Timeline on the row. Every audit entry plus its attachments, in order.
• Approve / reject: only available to approvers, on submitted CRs. A comment is required.
• Implement / verify: the action button only appears if you are a project member with the right role on that project.
• Close: reviewer or admin clicks Close on a verified CR with a closure comment.
• Cancel: requester or admin, on any non-terminal CR.
• MFA: Settings → MFA. Scan the QR with Google Authenticator / Authy and enter a code.

• Create users — Users panel. Public registration is disabled.
• Manage projects — Projects panel. Add/rename/delete (delete is refused if the project has CRs).
• Assign project members — Projects → Members. Assign implementers, testers, and account managers per project.
• Set TATs — Projects → TATs. Hours per priority per project, plus the per-project near-TAT alert window.
• Manage categories — Categories panel.
• Audit log — global view across all CRs and admin actions.
• Edit a timeline entry — Timeline → Edit on any row. Edits are not themselves audited (privileged correction path).
• Override a CR’s due date or closed date — Edit dates button on a CR row. For due: blank or “null” reverts to the project-TAT-derived value; for closed: blank or “null” clears. Not audited.

• CR — change request.
• CAB — change advisory board (your global approvers).
• TAT — turn-around time. Maximum hours from creation to closure (per priority, per project).
• Near-TAT window — the lookahead period (per project) inside which an open CR’s due-by counts as “near” on the dashboard.
• Audit log — append-only record of every transition; anyone with auditor or admin role can read it; only admin can edit specific entries.
• Attachment — a file (image, PDF, etc.) bound to a specific audit entry. Up to 5 per comment, 10 MB each.
• Project membership — a per-project role assignment (implementer / tester / account manager). Independent of your global role.