Pro: Whoever starts soonest—not whoever has the fewest tickets.

Pro: Tugaskan ke yang paling cepat mulai—bukan sekadar antrean paling sedikit.

Built for busy apartment towers (P3SRS), commercial office buildings, and hotels running multi-shift internal teams (5–20 technicians). Pro replaces manual guesswork with shift-aware queue simulation, 2-hour resident visit slots, business-hour SLA calendars, and automated WhatsApp escalations.

Dirancang untuk menara apartemen (P3SRS), gedung perkantoran, dan hotel dengan tim teknisi bergilir (5–20 teknisi). Pro menggantikan tebak-tebakan manual dengan simulasi antrean berbasis shift, janji kunjungan 2 jam, kalender jam kerja gedung, serta eskalasi WhatsApp otomatis.

Tier Name Nama Paket Pro

Property Scale Skala Properti 2–5 Properties · 1 Business Type 2–5 Properti · 1 Jenis Bisnis

Dispatch Engine Mesin Penugasan Earliest-Start Simulation Simulasi Mulai Tercepat

SLA Calendar Kalender SLA Service Hours + Holidays Jam Kerja + Libur Nasional

How Earliest-Start Dispatch Works Inside Shifts

Cara Kerja Simulasi Antrean di Dalam Shift Teknisi

Fig 3.1 · Queue Simulation (`pkg/dispatch`)

SMART DISPATCH SIMULATION · NEW TICKET TMR-01386 (AC LEAKING · EST. 45 MIN) SIMULASI PENUGASAN CERDAS · TIKET BARU TMR-01386 (AC BOCOR · EST. 45 MNT) Dedi Kurniawan · ±08:25

In a basic helpdesk, Andi Saputra would get this ticket because he only has 1 open ticket while Dedi has 2. In reality, Andi's single job is a major water-supply repair running until 10:40. Pro simulates each technician's shift and hands-on job duration (Category.EstMinutes + 10-minute travel buffer) to pick whoever can physically start earliest:

Pada helpdesk biasa, Andi Saputra akan menerima tiket ini karena ia hanya memegang 1 tiket aktif sedangkan Dedi memegang 2. Padahal, satu pekerjaan Andi adalah perbaikan pipa induk sampai pukul 10:40. Paket Pro mensimulasikan jam shift dan durasi kerja tiap masalah (Category.EstMinutes + jeda jalan 10 menit) untuk memilih siapa yang benar-benar paling cepat bisa mulai:

Dedi Kurniawan
Shift Pagi 07:00–15:00

TMR-01420 (→ 08:15)

★ TMR-01386 (08:25–09:10)

Starts ±08:25Mulai ±08:25

Andi Saputra
Shift Pagi 07:00–15:00

TMR-01394 · Pipa air utama (→ 10:30)

10:40

Earliest 10:40Baru bisa 10:40

Rudi Hartono
Shift Siang 11:00–19:00

Off Shift (→ 11:00)

11:00

Earliest 11:00Baru masuk 11:00

Detailed Specification List — Pro (Additions Over Lite)

Daftar Spesifikasi Lengkap — Pro (Tambahan di Atas Lite)

Spec 3.2 · Granular Module & Engine Breakdown

Module / Screen Modul / Layar	Feature Specification Spesifikasi Fitur	Exact Behavior & Rules in Pro Aturan & Perilaku Teknis di Pro	Compared to Yesterday's Sregep Build Dibanding Build Sregep Kemarin
1. Shift Roster Grid `/roster`, `ShiftDef`, `Roster`	Custom Shifts & Weekly Roster Pagi, Siang, Malam, Off, Cuti Definisi Shift & Jadwal Mingguan Pagi, Siang, Malam, Libur, Cuti	Defines shift start/end minutes (including overnight shifts where `EndMin <= StartMin`). Displays coverage headcount per shift across a 7-day grid and flags uncovered shifts. (`OnCall` emergency paging is reserved for Enterprise). Mengatur jam mulai/selesai shift (termasuk shift malam lintas hari). Menampilkan jumlah teknisi per shift dalam tabel 7 hari dan memberi peringatan jika ada shift kosong. (Panggilan darurat `OnCall` khusus Enterprise).	Active Shifts Only (No On-Call)Hanya Shift Aktif (Tanpa On-Call)
2. Smart Queue Planner `/schedule`, `pkg/dispatch`	Earliest-Start Auto-Dispatch One job at a time + 10m buffer Penugasan Otomatis Mulai Tercepat Satu tugas per waktu + jeda 10 mnt	Simulates each technician's queue inside their rostered shifts using `Category.EstMinutes` (capped at 55% of fix deadline). Picks the earliest start; ties (≤5m) go to the lighter queue. Writes `DispatchNote` to timeline. Mensimulasikan antrean tiap teknisi di dalam jam shift menggunakan `Category.EstMinutes` (maks 55% dari batas waktu selesai). Memilih yang paling cepat mulai; jika selisih ≤5 menit, pilih antrean paling sedikit.	Sequential Queue (No P1 Preemption)Antrean Berurutan (Tanpa Interupsi P1)
3. Booked Visit Slots `/portal/new`, `SlotStart / SlotEnd`	2-Hour Resident Visit Windows Booking Jam Kunjungan Unit (2 Jam)	For non-urgent inside-unit work, reporters choose a 2-hour arrival window. The dispatch planner never schedules the job before `SlotStart`, and both SLA clocks start ticking at `SlotStart`. Untuk perbaikan tidak darurat di dalam unit pribadi, penghuni dapat memilih jendela kunjungan 2 jam. Teknisi tidak dijadwalkan sebelum `SlotStart`, dan jam SLA baru mulai berjalan saat jam kunjungan tiba.	Kept 100%Sama 100%
4. SLA Business Calendars `/sla` (Calendars Tab), `pkg/slacal`	Service Hours, National Holidays & Timezones Jam Kerja Gedung, Libur Nasional & Zona Waktu	Defines working windows per day of week (Mon–Sun in minutes past midnight) plus Indonesian national & company holidays (`Holiday`) and IANA site timezones (`Asia/Jakarta`, `Asia/Makassar`, `Asia/Jayapura`). Routine clocks pause outside service hours; P1 runs 24/7. Mengatur jam operasional per hari (Senin–Minggu) serta hari libur nasional & cuti bersama (`Holiday`) dan zona waktu lokasi (`WIB / WITA / WIT`). Tiket rutin berhenti di luar jam kerja; tiket darurat P1 jalan 24/7.	Kept 100%Sama 100%
5. Escalation Ladder `/sla` (Escalations Tab), `EscalationRule`	Multi-Channel Escalation Rules WhatsApp, Email, SMS, In-App Aturan Eskalasi Multi-Kanal WhatsApp, Email, SMS, Aplikasi	Configurable triggers on `response_warn` (75%), `response_breach`, `resolve_warn` (75%), and `resolve_breach` (+ delay minutes) notifying Assignee, Team Lead (L1), or Site Manager (L2). Pemicu otomatis saat peringatan 75% (`response_warn`, `resolve_warn`) maupun saat lewat batas waktu (+ jeda menit) yang mengirim pesan WA/Email ke Teknisi, Kepala Tim (L1), hingga Manajer Gedung (L2).	Internal Triggers Only (No Vendor Triggers)Pemicu Internal (Tanpa Pemicu Vendor)
6. Performance & Utilization `/reports`, `pkg/api/insights.go`	SLA Compliance, Trends & Team Utilization Laporan Kepatuhan SLA, Tren & Utilisasi Tim	Computes SLA hit rate by category/team, weekly trend charts, median response/resolution minutes, 1–5 star ratings, and technician utilization (job minutes ÷ shift minutes, flagging <40% idle or >85% overloaded) + CSV export. Menghitung persentase tercapai SLA per kategori/tim, grafik tren mingguan, median menit respon/selesai, rating bintang 1–5, serta utilisasi teknisi (menit kerja ÷ menit shift; penanda <40% luang atau >85% padat) + unduh CSV.	Kept 100%Sama 100%
7. Site Manager Role `/people`, `UserSite`	5 System Roles Adds `Manager` (Building / Site Manager) 5 Peran Sistem Tambah peran `Manajer Lokasi / Gedung`	Unlocks the Building Manager role with L2 escalation alerts, roster editing, schedule timeline view, and performance report access. Membuka peran Manajer Gedung yang menerima eskalasi L2, dapat mengatur roster shift, memantau jadwal harian teknisi, dan mengunduh laporan kinerja.	Kept 100%Sama 100%

Strict Scope Boundary: What Is Reserved for Enterprise

Batasan Fitur: Apa yang Disimpan Khusus untuk Paket Enterprise

Table 3.3 · Pro vs. Enterprise

Capability Domain Area Kemampuan	Pro Scope Cakupan Paket Pro	Reserved for Enterprise Khusus di Paket Enterprise
Emergency P1 Preemption	Not IncludedTidak Termasuk Tickets queue sequentially inside active shifts without interrupting planned maintenance or paging off-shift staff. Tiket mengantre berurutan di dalam shift aktif tanpa menginterupsi jadwal perawatan berkala atau memanggil teknisi lepas dinas.	Enterprise P1/P2 emergencies preempt Planned Maintenance (PM), page `on-call` staff (+30m arrival), and dynamically rebalance queues (≥30m gain). Darurat P1/P2 menginterupsi pekerjaan PM rutin, memanggil teknisi `on-call` (+30 mnt), dan menyeimbangkan ulang antrean otomatis (hemat ≥30 mnt).
Planned Maintenance (PPM)	Not IncludedTidak Termasuk 100% focused on reactive tenant and staff complaints. 100% fokus pada laporan keluhan reaktif dari penghuni dan staf.	Enterprise Calendar-based recurring PM schedules (AC filters, pumps, chillers) automatically dispatched into idle shift windows. Jadwal perawatan berkala berbasis kalender (cuci filter AC, pompa, chiller) yang mengisi otomatis waktu luang shift teknisi.
Asset Register & Repair-vs-Replace	Not IncludedTidak Termasuk Tickets link to spatial locations (`Tower › Floor › Unit`) only. Tiket hanya menempel pada lokasi ruangan/unit (`Tower › Lantai › Unit`).	Enterprise Full equipment register (`Asset` make, model, serial, warranty, replacement cost) with automated Economic Repair Limit (Repair-vs-Replace) verdicts. Daftar aset mesin lengkap (merek, model, nomor seri, garansi, harga unit baru) disertai vonis otomatis Ganti vs. Perbaiki.
External Contractor Management	Not IncludedTidak Termasuk For internal maintenance crews only. Khusus untuk tim teknisi internal gedung.	Enterprise App-less vendor work order dispatch via WhatsApp/Email, ETA & arrival logging, invoice cost recording, and 90-day vendor scorecards. Pengiriman SPK vendor eksternal tanpa aplikasi via WA/Email, pencatatan ETA/kedatangan/tagihan, serta Rapor Kinerja Vendor 90 hari.