Words and Phrases
Scenario 8
The Line of Business registers and assigns an Incident to the Central IT. The Central IT assigns the Incident to the Service Provider 1. Service Provider 1 solves the Incident. The solution does not satisfy the customer, Service Provider 1 must solve the Incident again.
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. Service Provider 1 solves the Incident and the solution is passed to the Line of Business. The Line of Business confirms the solution with the customer, but the customer is not satisfied. Therefore, the Incident is reassigned (re-opened or re-created) to the Service Provider 1.
| 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, 5 Solved |
Service Provider 1 solves the Incident, and the solution is passed to the Line of Business. |
| 6 Resolve | The Line of Business confirms the solution with the end user for the closure of the Incident. |
| 7 Not satisfied | The end user is not satisfied. |
| 8, 9 Not solved | The Incident is reassigned to Service Provider 1. |
| 10, 11 Solved | Service Provider 1 solves the Incident, and the solution is passed to the Line of Business. |
| 12 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. |
