Words and Phrases
Scenario 5
The Line of Business registers and assigns an Incident to the Central IT. The Central IT asks for additional information (Pending Customer).
Scenario description:
In this scenario, an end user creates an Incident. The Line of Business registers and assign the Incident to the Central IT. The Central IT requests for missing information and sets the status to Pending Customer. The Incident ownership is back to the Line of Business, who must collect the missing information.
| 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 Ask info | The Central IT assigns the Incident back to the Line of Business to request for additional information. The Incident status in the Central IT's system is Pending customer. |
| 4 Ask info | The Line of Business receives the update and contacts the end user. |
| 5 Provide info | The end user provides the information. |
| 6 Submit info | The Line of Business updates the Incident, and then re-assigns the Incident to the Central IT. |
| Updates | Updates can happen on either side. Case Exchange transfers the update to the other side when needed. |
| 7 Solved | The Central IT solves the Incident. |
| 8 Closed | Service Desk 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. |
