Words and Phrases
Scenario 6
The Line of Business registers an Incident, which is then assigned to the Central IT. The Central IT then 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 then assigns the record to Service Provider 1. Service Provider 1 solves the record.
| 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. |
| 3 Assignment | The Central IT assigns the Incident to Service Provider 1. |
| Updates | Updates can happen on any side. Case Exchange transfers the update to other sides when needed. |
| 4 Solved |
Service Provider 1 solves the Incident. The responsibility is back to the Central IT, who reviews the resolution. |
| 5 Solved | The Central IT passes the Incident back to the Line of Business. |
| 6 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. |
