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High-level service desk incident resolution process

2011-10-31 09:19:43 4 举报
High-level service desk incident resolution process
SQA Process
Service Desk Process
QA Process
Incident Management Process
作者其他创作
大纲/内容
NO
Open troubleticket
Incident orrequest occurs
Update/closeticket
Resolved?
Is it anIncident?
Yes
Update customerwith status
Follow problemmanagementprocedure
NO
Yes
Can it besolved?
Anyescalationtrigger?
Close call
Close Incident
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