General IT tech support work flow for standard ticket incident system. I created this using Microsoft Visio. This is one sample page from the reference manual I have created for my employer.
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Ticket system (Alternate)
1. Ticket Process
Analyze &
Address Problem
Evaluate &
Research Problem
Request External
Services
Can you solve
immediately?
Is it solved?
Complete Ticket
Converse with
Supervisor
In-house
Solution?
Determine
Action RequiredInstruct Tech
Is it solved?
Management
Decision
Re-assign TicketAlternate
Solution?
Service or
Repair as
agreed
System
Created
Ticket
Assign Ticket
Create Ticket
for User
Personal
Encounter
Web
RequestPhone Call Email
Implement
Solution
Implement
Solution