SUPPORT PROCESS

Customer
N
Y
Y
N

Y
N
Service
Requiremen
t/ticket
IT helpdesk
Contact project
team through
Email/phone.
ssigned to
appropriate
consultant
Consultant takes o!nership and
sends initial response and
determines priorit" #S$ %ased&
#Ticket status ' IN (R)*RESS&
Start !orking on ticket
#gather requirements&
Re+er priorit"
guidelines or
re+er case to
user
manager/region
al support lead
#Ticket status,
(EN-IN*&
)ther team.s intervention
needed #E/, 0aster data
0aintenance&
Right
priorit"
assigned
%" user
to ticket
Re1determine
priorit"
#according to
priorit"
guidelines& and
in+orm user
2ser
ccepts
Ticket
Status, IN
Re+er case to
other team and
in+orm user.
Ticket status,
#(EN-IN*&
Resolve
)ther
team
resolve
s issue
In+orm user
Ticket status
#RES)$3E-& and
seek closure
Tes
t
2ser accepts
Close
ticket
Change
ticket
status to
4IN
N
Y
Process fow for tickets involving Change Requests.

((R)3$ (R)C2RE-
N)
YES
Ticket resolution needs
Configuration/Development
change
In+orm user o+ the
change required and
seek /create Change
Request #CR& No.
Write to configuration/process
owner and send the
configuration approval
template
Prepare Configuration
Changes Approval document
Confg Changes
Approval Template.doc
Make Configuration
Change
Prepare
test plan
Test in
Development
Server
Document test
results and send to
client and process
owner
User and process
owner approve
Seek transport
migration to ualit!
server
Document test results and
send to client and process
owner and seek transport
migration to Production
Test in ualit!
Server
N)
YES
Move Transport to production
server and seek confirmation
and closure of CR
User confirms resolution
"# Close CR
$# ticket status% C&'S(D
)# Update ticket log
*# Update config. Changes tracking doc#
Confg Changes
Tracking Template.xls