ChecklistGuro IT Service Desk Case Management
Streamline your IT operations with our IT Service Desk Case Management workflow. Automate ticket lifecycle management, optimize incident response times, and boost agent productivity with a structured, end-to-end process designed to resolve technical issues faster and enhance user satisfaction.
Start
Start of the Workflow/Process.
1. Fetch Incident Details
Retrieve the specific ticket details and requester information from the Incident Data Model.
2. Lookup Asset Information
Get hardware/software asset details linked to the user to identify-related vulnerabilities or compatibility.
3. Update Ticket Priority
Update the priority field in the Incident entry based on the impact and urgency assessment.
4. Calculate SLA Deadline
Execute a formula to determine the resolution deadline based on the current timestamp and priority-based SLA duration.
5. Assign Technician
Create a task for the Level 1 Support Agent to begin initial investigation.
6. Escalate to Level 2
Create a high-priority task for the Senior Engineering team if the initial investigation fails.
7. Create Change Request
If the incident requires infrastructure changes, create a new entry in the Change Management Data Model.
8. Log Resolution Notes
Update the existing Incident entry with the final resolution steps and root cause analysis.
9. Calculate Monthly Incident Volume
Aggregate all incident entries from the current month to calculate the total count of incoming tickets.
10. Notify Requester of Update
Send an automated email to the user informing them that their ticket status has changed.
11. Alert On-Call Engineer
Send an email alert to the on-call rotation list for Critical (P1) incidents.
12. Critical Alert SMS
Send an SMS notification to the IT Manager for immediate notification of system-down incidents.
13. Verification Task
Create a task for the original requester to confirm that the solution worked.
14. Close Incident
Update the Incident status to 'Closed' and set the closure timestamp.
15. Generate Weekly SLA Compliance Report
Create a report summarizing the percentage of tickets resolved within the calculated SLA deadline.
16. Cleanup Temporary Logs
Delete temporary diagnostic log entries created during the troubleshooting process.
End
End of the Workflow/Process.
Start of the Workflow/Process.
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.
End of the Workflow/Process.
Found this Workflow Template helpful?
Case Management Solution Demo
Streamline your casework & improve outcomes! ChecklistGuro centralizes case details, tasks, & communication. Enhance efficiency, ensure compliance, & deliver exceptional service. Manage it all with our Work OS.
Related Workflow Templates
We can do it Together
Need help with
Case Management?
Have a question? We're here to help. Please submit your inquiry, and we'll respond promptly.