Words and Phrases
Scenario 4
The Line of Business registers and assigns an Incident to the Central IT. However, the Incident is no longer relevant for customer (cancel and withdrawal).
Scenario description:
In this scenario, an end user creates an Incident. The Line of Business registers and assigns the Incident to the Central IT. However, the end user indicates that the issue no longer exists and cancels 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. |
| Updates | The Central IT analyzes and updates the Incident. Case Exchange transfers the update to the other side when needed. |
| 3 Cancel | The end user cancels the Incident. |
| 4 Cancelled | The Line of Business cancels the Incident. Once cancelled, the Incident is directly closed. |
| 5 Closed | The Line of Business 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. |
