← Index · OMG BPMN 2.0 by Example · sec-6

Incident Management

Two-tier IT support: issues escalate from 1st level to 2nd level support, with deferred items inserted into the product backlog and resolved tickets closed via account manager notification.

Process Description

An issue is received and a ticket is opened. The 1st level support agent edits the ticket and evaluates the result. If the issue is resolved, a mail is sent to the account manager and the ticket is closed. If a 2nd level issue is identified, the ticket is forwarded to 2nd level support. The 2nd level agent edits the ticket and evaluates the result. If resolved, the issue proceeds to account manager notification and closure. If the fix is deferred to the next release, the issue is inserted into the product backlog and the ticket proceeds to closure via the account manager.

Structure

Elements