You are on page 1of 3

Process Flow Descriptions

Help Desk
1 Customer Input

Priorty 1
Escalation

1.3
Conduct real time
resolution
Yes

Phone ?

Yes

1.1a
Collect template
information

Issue
assigned
to self

Yes

No

Yes
1
Customer
Input

e-mail ?

Yes

1.2
Create
service
request

Priority 1 ?

No

Issue
Cleared

No

Functional
Request

Yes

2
Functional
Request

1.4
Assign
issue to
owner

No
Web?

Yes

1.1b
Check for required
template
information
3
Server
Request

4
DBA
Request

5
Network
Request

Task
No.
1.1a

Task

Description

Collect
template
information

1.1b

Check for
required
template
information

1.2

Create SR

If the customer
submits a request
via telephone or email, collect SRST
information. The
AA should work
with the customer
on a real time basis
to capture all the
required
information.
If the request is
submitted via the
Web, validate that
the required SRST
information is
completed. The AA
should work with
the customer on a
real time basis to
capture all the
required
information.
Creat
e SR (SR) and send
SR number to
customer.

If the
SR is determined to
be a Priority 1,
escalate, using the
Priority 1 Escalation
process and ensure
timely customer
updates are provided
based on escalation
process
Deter
mine nature of the SR
(Functional request
(2), server request
(3), DBA request (4)
or network request (5)
and assign
accordingly.
If
Server Request (3),
assign SR to server
group, set status to

Task
Owner
AA

Tool /
template
SR
Submission
Template
(SRST)
IN-SPTFMT-700001

AA

SR
Submission
Template
(SRST)
IN-SPTFMT-700001

AA

SR #
Confirmation
E-mail
Template

Priority 1
Escalation
Process

Notification of
SR Creation
and

Task
No.

Task

Description
open and send e-mail
notification to List
Server Support.
If DBA
Request (4), assign
SR to DBA group, set
status to open and
send e-mail
notification to List
Support DBAs.
If
Network Request (5),
assign SR to network
group, set status to
open and send e-mail
notification to List
Network Support.
If the
SR can be assigned
to self, proceed to
step 1.3
Perform real time
resolution following
RTR Guidelines.
Assign SR to owner

Task
Owner

Notification of
SR Creation
and
Assignment Email Template

Notification of
SR Creation
and
Assignment Email Template

1.3

Real time
resolution

1.4

Assign SR to
owner

Tool /
template
Assignment Email Template

AA
Shift Lead