Parking : Common Issue & Troubleshooting – Chatbot test

Q1: User not able to enter parking using Setel App

Ask the user to reverse and drive forward again

Nothing is happening >? Stil the same ?

Please inform the user to use another method to enter the parking. Then follow up with the troubleshooting below if needed.

Check if the customer enabled Setel Automate Parking or not. (Ensure car plate is correct, double confirm with user)

Highlight to B2B - Via Slack so they can assist using the Grafana system.

Slack in off-street-parking-support-ops

Use Grafana to check the LPR image, ensure the user provided the correct location, and better the entry lane if visible for them to see.

If any abnormality is found such as the image not being clear, or not capturing the full car plate please create a ticket and highlight to B2B L2 for escalation to the vendor.

Q2: User stuck at parking exit, barrier not opening

Ask the user to reverse and drive forward again, if not happening please inform the user to use the intercom and reach out to parking management, the instant help needs to be done by the parking management.

Setel DO NOT have any ability to assist with this.

If the user informs that his wallet has insufficient funds, then please also ask them to top-up and try exit again.

Alternatively, intercom to KPM office for help on another payment method to exit.

Q3: Parking timer still running after exit.

First, go to admin portal and look for their off-street parking session. VOID their ACTIVE session.

Three scenarios here.

Double confirm with users if they exit without any help (such as intercom to the parking office) and no deduction on their wallet. If exit with no assistance then please take note in ZD ticket and escalate to L2 for further checking as there might be system issue and also need to get confirmation from KPM on their final amount for manual charge.
If the user informed they their wallet was deducted but the timer still running, please indicate in the ZD ticket and escalate to L2 for further checking. No manual charge needed at this point.
If the user is informed that a KPM officer assisted them with helping to manually open- that barrier but no payment was made, proceed to VOID and update the remark stating "the user exited with a manual open barrier by KPM but no payment was made".Then proceed to close the ticket as no clarification is needed anymore with KPM.
If the user informed they paid using another payment, get as many details as possible such as time of exit, payment method, and proof of payment if available. Update this information when VOIDING the session. Then proceed to close the ticket as no clarification is needed with KPM.

Link for L2 to refer