High-level service desk incident resolution process
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High-level service desk incident resolution process
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文件内容:[Is it anIncident?,Yes ,NO ,Any escalation trigger?,Close call,Yes ,Open troubleticket,Update/closeticket,Resolved?,Yes ,Escalate to next level (L2, L3),NO ,NO ,Can it besolved?,NO ,Incident or request occurs,Close Incident,Follow problem management procedure,Yes ,Escalate to nextlevel (L2, L3),Update customer with status]