IT Service Desk Case Management

Rozpoczęcie przepływu pracy/procesu.

Retrieve the specific ticket details and requester information from the Incident Data Model.

Get hardware/software asset details linked to the user to identify-related vulnerabilities or compatibility.

Update the priority field in the Incident entry based on the impact and urgency assessment.

Execute a formula to determine the resolution deadline based on the current timestamp and priority-based SLA duration.

Create a task for the Level 1 Support Agent to begin initial investigation.

Create a high-priority task for the Senior Engineering team if the initial investigation fails.

If the incident requires infrastructure changes, create a new entry in the Change Management Data Model.

Update the existing Incident entry with the final resolution steps and root cause analysis.

Aggregate all incident entries from the current month to calculate the total count of incoming tickets.

Send an automated email to the user informing them that their ticket status has changed.

Send an email alert to the on-call rotation list for Critical (P1) incidents.

Send an SMS notification to the IT Manager for immediate notification of system-down incidents.

Create a task for the original requester to confirm that the solution worked.

Update the Incident status to 'Closed' and set the closure timestamp.

Create a report summarizing the percentage of tickets resolved within the calculated SLA deadline.

Delete temporary diagnostic log entries created during the troubleshooting process.

Koniec przepływu pracy/procesu.