IT HelpdeskIThelpdesk
BasicITsupport
Basic IT support
support ticket recieved
Analyze the
support ticket
Can solve the problem?
Ticket resolution Notify employee
Recieve
employee
feedback
Ticket solved?
Close the
support ticket
ticket archive
ticket closed
ExpertITsupport
Expert IT support
Analyze the
support ticket Ticket resolution Notify employee
Recieve
employee
feedback
Ticket solved?
Can solve the problem?
Close the
support ticket
ticket closed
Employee
yes
yes
support ticket created
no
yes
yes
no
no
no Receive/send task type are part of L2
Result: 8
Better to name: Resolve ticket