Words and Phrases
Scenario 7
The Line of Business registers and assigns an Incident to the Central IT. The Central IT then assigns the Incident to Service Provider 1. However, the Incident is no longer relevant for customer.
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 Incident to Service Provider 1. However, the end user indicates that the issue no longer exists and cancels the Incident.
| 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. |
| Updates | Updates can happen on any side. Case Exchange transfers the update to other sides when needed. |
| 4 Cancel |
The end user cancels the Incident. |
| 5 Cancelled | The Line of Business sends the cancellation to the Central IT. |
| 6 Cancelled | The Central IT sends the cancellation to Service Provider 1. |
| 7 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. |
