Words and Phrases
Scenario 10
The Line of Business registers and assigns an Incident to the Central IT. The Central IT should assign the Incident to Service Provider 2, but incorrectly assigns the Incident to Service Provider 1.
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 incorrectly assigns the Incident to Service Provider 1, who is not responsible for the Incident and then rejects the Incident. The Central IT then assigns the Incident to Service Provider 2.
| Action | Description |
|---|---|
| 1 New Incident | A user calls the Line of Business to create a new Incident. |
| 2 Assignment | The Line of Business assigns the Incident to the Central IT. |
| 3 Assignment | The Central IT assigns the Incident to Service Provider 1. |
| 4 Reject |
Service Provider 1 rejects the Incident. The Incident ownership is back to the Central IT, who reviews the update from Service Provider 1. |
| 5 Assignment | The Central IT assigns the Incident to Service Provider 2. |
| 6,7 Solved | Service Provider 2 solves the Incident, and the solution is passed to the Line of Business. |
| Updates | Updates can happen on either side. Case Exchange transfers the update to the other side when needed. |
| 8 Closed | 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. |
