详细合作的事务管理（BPMN2Example）

Provide feedback for 1st levelsupport

Yes

VIP customer

Can handleit myself?

Issueresolved

Fix inNext release

Insert intoproduct backlog

Unsure?

2nd levelsupport

Answerreceived

1st level support agent

Provide feedback for 2nd level support

2nd level support agent

Provide feedback for account manager

Ask developer

No

Ask 1st levelsupport

Software developer

Get Problemdescription

issue

Handle 1stlevel issue

Issue resolved

Some issues cannot get fixed right now but should be fixed in next release

Request fromsupport

Customer hasa problem

Sometimes opinion of development is needed

Ask 2nd levelsupport

Handle 2ndlevel issue

Result?

Key account manager

Ticketreceived

Exampleproblem

Explainsolution