Words and Phrases
Scenario 9
The Line of Business registers and assigns an Incident to the Central IT. The Central IT assigns the Incident to Service Provider 1. Service Provider 1 asks for additional information (Pending 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 assigns the Incident to Service Provider 1. Service Provider 1 requests for missing information and sets the status to Pending Customer. The Incident ownership is then back to the Central IT and then 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. |
| 3 Assignment | The Central IT assigns the Incident to Service Provider 1. |
| 4, 5 Ask info | The Service Provider 1 assigns the Incident back to the Central IT to request for additional information. The Incident is passed back to the Line of Business. |
| 6 Ask info | The Line of Business receives the update and contacts the end user. |
| 7 Provide info | The end user provides the information. |
| 8, 9 Submit info | The Incident is updated and re-assigned to Service Provider 1. |
| Updates | Updates can happen on any side. Case Exchange transfers the update to other sides when needed. |
| 10, 11 Solved | Service Provider 1 solves the Incident, and the solution is passed back 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. |
