Words and Phrases
Scenario 1
The Line of Business registers and assigns an Incident to the Central IT, who then solves the Incident.
Scenario description:
In this scenario, an end user creates an Incident. The Line of Business registers and assigns the Incident to the Central IT. The Central IT solves the Incident.
| Action | Description |
|---|---|
| 1 New Incident | An end user calls the Line of Business to create a new Incident. |
| 2 Assignment | The Line of Business assigns the Incident to the Central IT. With this assignment the Incident data is exchanged from the Line of Business to the Central IT. |
| Updates | Updates can happen on either side. Case Exchange transfers the update to the other side when needed. |
| 3 Solved | The Central IT solves the Incident. |
| 4 Closed | The Line of Business confirms the solution with the end user and closes the Incident. |
| Background | |
| Updates | Updates in any of the systems are transferred to the other side. |
| Acknowledge | Each time data is transferred, an Acknowledgment has to happen. |
