Production Support

Client-raised support load across Tawasol, CRM & Customer Pulse and the support mailbox · live snapshot 11 August 2026, 21:46 (GST) · SLA view driven by the Jira due date (auto-filled from each request's service-desk stamp) · tap any number to open that slice in Jira.

Open (all sources)
87
SLA Breached
75
SLA Near (≤2d)
1
On Track
9
No due date
2
Resolved last 7d
42
Avg open age (d)
57.3
Oldest open (d)
89
Filters

Tawasol

Service-desk requests raised on the Client Tawasol platform; SLA due dates come from the Tawasol stamp in each request. Source query: open in Jira.

Open
15
SLA Breached
8
SLA Near (≤2d)
1
On Track
6
No due date
0
Resolved 7d
42
Avg age (d)
18.9
Oldest (d)
48

Aging of open tickets: 0-2d 23-7d 18-14d 2>14d 10

KeyTitlePriorityStatusCreatedAge (d)DueSLAAssignee
MNM-7065Request Id ##RE-17664## has been assigned to youHighBacklog14 Jul2827 JulBREACHEDArfaaz Hussain
MNM-7137Request Id ##RE-17844## has been assigned to youHighBacklog16 Jul2628 JulBREACHEDArfaaz Hussain
MNM-7272Request Id ##RE-18211## has been assigned to youHighBacklog20 Jul2230 JulBREACHEDArfaaz Hussain
MNM-7535Request Id ##RE-18835## has been assigned to youHighBacklog29 Jul1330 JulBREACHEDArfaaz Hussain
MNM-7311Request Id ##RE-18321## has been assigned to youHighBacklog21 Jul2103 AugBREACHEDArfaaz Hussain
MNM-7484Request Id ##RE-18694## has been assigned to youHighBacklog27 Jul1503 AugBREACHEDArfaaz Hussain
MNM-7426Request Id ##RE-18555## has been assigned to youHighBacklog24 Jul1805 AugBREACHEDArfaaz Hussain
MNM-7489Request Id ##RE-18621## has been assigned to youHighBacklog27 Jul1505 AugBREACHEDArfaaz Hussain
MNM-7641Request Id ##RE-19118## has been assigned to youHighBacklog03 Aug813 AugNEARArfaaz Hussain
MNM-6097Request Id ##RE-15383## has been assigned to youHighBacklog24 Jun4817 AugON TRACKArfaaz Hussain
MNM-6277Request Id ##RE-15383## has been assigned to youHighBacklog29 Jun4317 AugON TRACKArfaaz Hussain
MNM-7823Request Id ##RE-19328## has been assigned to youHighBacklog07 Aug419 AugON TRACKArfaaz Hussain
MNM-7854Request Id ##RE-19429## has been assigned to youHighBacklog10 Aug119 AugON TRACKArfaaz Hussain
MNM-7922Request Id ##RE-19536## has been assigned to youHighBacklog11 Aug024 AugON TRACKArfaaz Hussain
MNM-7262Request Id ##RE-18207## has been assigned to youHighBacklog20 Jul2209 SepON TRACKArfaaz Hussain

CRM & Customer Pulse

Cases forwarded from the Client CRM and Customer Pulse channels. Source query: open in Jira.

Open
4
SLA Breached
2
SLA Near (≤2d)
0
On Track
0
No due date
2
Resolved 7d
0
Avg age (d)
73.0
Oldest (d)
85

Aging of open tickets: 0-2d 03-7d 08-14d 0>14d 4

KeyTitlePriorityStatusCreatedAge (d)DueSLAAssignee
MNM-5061FW: Inquiry Assigned To your department | تم تعيين Inquiry إلى إدارتكم الموقرة CRM:0001658HighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5049FW: Inquiry Assigned To your department | تم تعيين Inquiry إلى إدارتكم الموقرة CRM:0001985HighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5407FW: Inquiry Assigned To your department | تم تعيين Inquiry إلى إدارتكم الموقرة CRM:0001849HighBacklog03 Jun69-NO DUEArfaaz Hussain
MNM-5881FW: Response from the Relevant Department CRM:0001340HighBacklog19 Jun53-NO DUEArfaaz Hussain

Email Requests

Support requests arriving on the EduHub support mailbox; policy SLA = 5 days from creation. Source query: open in Jira.

Open
68
SLA Breached
65
SLA Near (≤2d)
0
On Track
3
No due date
0
Resolved 7d
0
Avg age (d)
64.8
Oldest (d)
89

Aging of open tickets: 0-2d 33-7d 08-14d 1>14d 64

KeyTitlePriorityStatusCreatedAge (d)DueSLAAssignee
MNM-4472FW: SQL Server Performance Incident – Blocking, CPU Spike, and Query Optimization RequiredHighBacklog14 May8919 MayBREACHEDArfaaz Hussain
MNM-4471FW: Client new CRM systemHighBacklog14 May8919 MayBREACHEDArfaaz Hussain
MNM-4520FW: بخصوص حساب تسجيل الطلبة في مؤسسات التعليم العالي للمرشدين الأكاديمينHighBacklog15 May8820 MayBREACHEDArfaaz Hussain
MNM-4519FW: Request to Use One Account for Both Boys and Girls SectionsHighBacklog15 May8820 MayBREACHEDArfaaz Hussain
MNM-4518FW: نظام التسجيل الجديد- أبرز الملاحظات والشكاوىHighIn Progress15 May8820 MayBREACHEDArfaaz Hussain
MNM-4509Report Generation Failure – EduHub SystemHighBacklog15 May8820 MayBREACHEDArfaaz Hussain
MNM-4508RE: School Portal Credentials HighBacklog15 May8820 MayBREACHEDArfaaz Hussain
MNM-4503RE: Request for Counselor Access_username and password for boys and girlsHighBacklog15 May8820 MayBREACHEDArfaaz Hussain
MNM-4502RE: Login credentialsHighBacklog15 May8820 MayBREACHEDArfaaz Hussain
MNM-4497Re: بخصوص حساب تسجيل الطلبة في مؤسسات التعليم العالي للمرشدين الأكاديمينHighBacklog15 May8820 MayBREACHEDArfaaz Hussain
MNM-5034دليل استخدام منصة الطالب Edu HubHighBacklog16 May8721 MayBREACHEDArfaaz Hussain
MNM-5067784-2007-2635390-5HighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5066[ID-452] P4 Invoking PowerShell through claude.exe on MHEDEVDMPWSN01HighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5063784-2006-2062941-8HighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5062CAS-2-2026-064261HighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5061FW: Inquiry Assigned To your department | تم تعيين Inquiry إلى إدارتكم الموقرة CRM:0001658HighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5059FW: NAPO API Service Disruption (SAMS Integration)HighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5052FW: Reminder: Completion of EduHub Configurations and ValidationsHighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5051FW: EduHub Response Time Spike ReportedHighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5049FW: Inquiry Assigned To your department | تم تعيين Inquiry إلى إدارتكم الموقرة CRM:0001985HighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5048RE: مشكلة في النظام وطلب تعديل اسم المدرسةHighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5047RE: تحديث البوابه الالكترونيه للتعليم العاليHighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5046RE: Memo from Ministry of Higher Education and Scientific Research تعميم من وزارة التعليم الHighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5045FW: NAPO new username & passwordHighBacklog18 May8523 MayBREACHEDArfaaz Hussain
MNM-5113Request for Assistance with Admission and Major Change Mohammad AlbastakiHighBacklog19 May8424 MayBREACHEDArfaaz Hussain
MNM-5110RE: Registration for School PortalHighBacklog19 May8424 MayBREACHEDArfaaz Hussain
MNM-5108RE: I didn't receive my credentials HighBacklog19 May8424 MayBREACHEDArfaaz Hussain
MNM-5107RE: School administration-Institution credentialsHighBacklog19 May8424 MayBREACHEDArfaaz Hussain
MNM-5106RE: support in the counselors/ admin accountHighBacklog19 May8424 MayBREACHEDArfaaz Hussain
MNM-5103RE: Higher Education Institutions Registration - school portalHighBacklog19 May8424 MayBREACHEDArfaaz Hussain
MNM-5102RE: بخصوص بيانات الدخول للأنظمة الجديدة – بوابة المدرسةHighBacklog19 May8424 MayBREACHEDArfaaz Hussain
MNM-5154Kholoud Awad has mentioned you in a Note in Request 'Request to remove duplicate application reHighBacklog20 May8325 MayBREACHEDArfaaz Hussain
MNM-5339784-2008-6063938-2HighBacklog01 Jun7106 JunBREACHEDArfaaz Hussain
MNM-5332FW: الموضوع: طلب تصحيح بيانات طالبةHighBacklog01 Jun7106 JunBREACHEDArfaaz Hussain
MNM-5330FW: 784-2009-5793935-6HighBacklog01 Jun7106 JunBREACHEDArfaaz Hussain
MNM-5329FW: تعديل بيانات الطالبه HighBacklog01 Jun7106 JunBREACHEDArfaaz Hussain
MNM-5328Kholoud Awad has mentioned you in a Note in Request 'Request to remove duplicate application reHighBacklog01 Jun7106 JunBREACHEDArfaaz Hussain
MNM-5374784-2008-8607093-5HighBacklog02 Jun7007 JunBREACHEDArfaaz Hussain
MNM-5367FW: Request to Remove University Offer from NAPO ApplicationHighBacklog02 Jun7007 JunBREACHEDArfaaz Hussain
MNM-5446FW: Request for Assistance Regarding Student Access and Visibility in the New NAPO PortalHighBacklog04 Jun6809 JunBREACHEDArfaaz Hussain
MNM-5445784-2004-7573950-2HighBacklog04 Jun6809 JunBREACHEDArfaaz Hussain
MNM-5437784-2008-2505424-8HighBacklog04 Jun6809 JunBREACHEDArfaaz Hussain
MNM-5465784-2008-2175326-4HighBacklog05 Jun6710 JunBREACHEDArfaaz Hussain
MNM-5538FW: Missing StudentsHighBacklog09 Jun6314 JunBREACHEDArfaaz Hussain
MNM-5537FW: Reminder: Completion of Higher Education Institutions Registration for Your Emirati StudentHighBacklog09 Jun6314 JunBREACHEDArfaaz Hussain
MNM-5536FW: NAPO assistance-UrgentHighBacklog09 Jun6314 JunBREACHEDArfaaz Hussain
MNM-5577FW: Urgent Assistance Required – Application Information UpdateHighBacklog10 Jun6215 JunBREACHEDArfaaz Hussain
MNM-5607FW: important : National Service Student Status in the New PortalHighBacklog11 Jun6116 JunBREACHEDArfaaz Hussain
MNM-5782FW: عاجل - متابعة حالة واردة مكتب الوزير ( أصحاب الهمم) HighBacklog17 Jun5522 JunBREACHEDArfaaz Hussain
MNM-6004FW: Mohesr school portal for Rawafed SchoolHighBacklog23 Jun4928 JunBREACHEDArfaaz Hussain
MNM-6087FW: 784-2009-2917275-5HighBacklog24 Jun4829 JunBREACHEDArfaaz Hussain
MNM-6086FW: [ID-452] P4 Invoking PowerShell through claude.exe on MHEDEVDMPWSN01HighBacklog24 Jun4829 JunBREACHEDArfaaz Hussain
MNM-6194Your request has been logged with request id ##RE-15462##HighBacklog25 Jun4730 JunBREACHEDArfaaz Hussain
MNM-6315FW: Urgent Support NeededHighBacklog29 Jun4304 JulBREACHEDArfaaz Hussain
MNM-6339Fw: Discrepancy in the recorded grades/averageHighBacklog30 Jun4205 JulBREACHEDArfaaz Hussain
MNM-6574SLA escalation warning notification. Request due at : Jul 8, 2026 12:24 PMHighBacklog06 Jul3611 JulBREACHEDArfaaz Hussain
MNM-6845FW: term2HighBacklog10 Jul3215 JulBREACHEDArfaaz Hussain
MNM-7004FW: mheprddgtpdb01/mheprddgtpdb02 CPU Utilization is highHighBacklog13 Jul2918 JulBREACHEDArfaaz Hussain
MNM-7083FW: تفعيل القرار الوزاري رقم (263) بشأن استدامة وحوكمة البيانات(إدارة دعم طلبة التعليم العالي )HighBacklog14 Jul2819 JulBREACHEDArfaaz Hussain
MNM-7056FW: Admissions module | Urgent Investigation Required - Incorrect Conditional Offer Deadline NoHighBacklog14 Jul2819 JulBREACHEDArfaaz Hussain
MNM-7173FW: High School Average is missingHighBacklog16 Jul2621 JulBREACHEDArfaaz Hussain
MNM-7238Change ID :##CH-188## has been assigned to you/your group as ImplementerHighBacklog20 Jul2225 JulBREACHEDArfaaz Hussain
MNM-7341FW: مسودة قرار وزاري بشأن تعديل مسمى إحدى الوحدات الأكاديمية لجامعة الامارات العربية المتحدةHighBacklog22 Jul2027 JulBREACHEDArfaaz Hussain
MNM-7421Request ID :##RE-15271## has been Re-Opened by the user.HighBacklog23 Jul1928 JulBREACHEDArfaaz Hussain
MNM-7563FW: Issue with Displayed Avg. G12 Scores for Private School StudentsHighBacklog29 Jul1303 AugBREACHEDArfaaz Hussain
MNM-7864FW: GetApplications is giving Request Timeout RandomlyHighBacklog10 Aug115 AugON TRACKArfaaz Hussain
MNM-7934Action taken on approval sent to Imad.Elqasem@mohesr.gov.aeHighBacklog11 Aug016 AugON TRACKArfaaz Hussain
MNM-7931Your request has been logged with request id ##RE-19573##HighBacklog11 Aug016 AugON TRACKArfaaz Hussain

In App Helpdesk

Coming soon - the in-application helpdesk channel will appear here once live.

SLA states (open tickets): BREACHED = due date passed · NEAR = due within 2 days · ON TRACK = due later · NO DUE = the request carries no due date (acknowledgments, forwarded cases). Due dates are parsed from the "Due by date" stamp in each request (Tawasol/CRM) or set to creation + 5 days (mailbox policy SLA) and written to Jira once - never overwritten. Resolved 7d counts tickets resolved in the last 7 days.