Ticketing System
ClientCompany'ssupport
Customersupport
Customer support
Support ticket
received
Check the Ticket
Receive Missing
Information
Is this ticket
should be supported?
Notify that ticket
won't be supported
Notification about success
ticket submission
Send ticket details
to Database
Provide ticket ID
Tickets database
7 days
Missed
Information
Developmentteam
Development team
Assess Priority
and Complexity Fix the Issue
Send Review
to Client
Client agreed on fixes
Client refused
the fixes
7 days
Mark ticket as
solved
Evaluate Impact on
Similar Projects or
Systems
Notify Related
Teams
End of resolved
ticket process
Escalate Issue
Error
Handling
Implement
Alternative
Solution retry
counter
How many
retries?
Notify Client
about
Unresolved
Issue
End of unresolved
ticket process
Client's SLA &
Urgency.
Required
resources.
No fixes
needed
Requestinformation
Completeinormation
NO
YES
Retry Counter < 3
Retry Counter >= 3
it’s a ticketing system,
the customer support team
receives client-reported
tickets, validate and
requests any missing
information if necessary.
Once the ticket is
complete, it is sent to
the development team, who
assess the priority and
complexity of the issue
before working. The
development team handles
various error scenarios
and incorporates
exception handling. After
resolving the issue, they
communicate the results
back to the client for
review. The process
includes potential
reattempting fixes that
may not solve the ticket
issue for the client, and
it evaluats the impact on
similar projects or
systems.
Ibrahim Ahmad Khaleel
540698
The message flow should be broken
down on L2 into separate Send/Receive
tasks/events
The parallelism is not beneficial here
because Send event happens in 0 time.
-0.5
The layout could be improved:
- flow could be read from the left to the
right (eg when description is below the
diagram)
- use right angles for sequence flows
Result: 11.5