Start Request comes in Ticket is created.

Waiting for support List of status:

*Waiting for Support

*Waiting for Customer
*On Dev Queue
*Reolved
Assign ticket to *Canceled
Support Agent

Waiting for support

Set ticket to waiting

for support Not solved

Waiting for support

Do we know the solution? Solve the problem Issue solved

Waiting for
(Documented on a knowledge Yes and Respond to the
confirmation
Close ticket End
base) user or no answer
Resolved
Waiting for Customer

No
Set ticket to waiting
for support Yes

Waiting for support

We need to know all this:

* How can we recreate? Clarify or ask for Got a reply from Have we send 3
*How frecuent does this happens No more information client? No Send reminder
reminders? Yes Close ticket End
*What is the impact of this issue
Waiting for Customer Waiting for Customer Canceled
No
Collect information
for prioritization:
*People impacted On the internal
*Time consumed by investigation, we
the issue need to discover if
*Frecuency this is indeed a bug
Document the solution on *Impact Severity or not. In some
the knowledge base (if cases, the
applies) investigation may
Yes need some support
from L2 to take a
Waiting for support look at the code
behaviour. This
investigations can
happen ad-hoc, but
the responsibility to
follow up with L2 is
still on L1 until it is
determinded that a
code change is
needed.
Notify User we will
investigate

Waiting for support

Internal
Investigation

Waiting for support

Ask L2 for quick

Do we need L2 assistance to
support to reach a Yes determine if this is a
conclution? bug or if there is a
workaround
Waiting for support

No

Is code change
No needed?
Note: since we
already know how
frecuent it happens,
how to recreate and
the impact of the
issue, we should be
Yes able to set the
priority for the L2
queue

Escalate to L2, by
creating an item on
the queue

On Development
Queue

L2
investigation
process
On Development
Queue

Notify L1 the issue

resolution

Waiting for support

Yes Issue solved?

Notify User reason this issue

was not solved, and close
ticket.

Canceled

End