IAC 2024 - IA Fast Track to Search Focused AI Solutions
IT Help Desk Workflow that I made
1.
2. Lisa Login to Service Desk system
Wulan Darya Varia Shift+ Enter
Wulan Endang Tantiwani
Wulan Guritno
Wulan Sastrowardoyo
Wulan Sugiarto
Wulan Sulistiyanto
Default by the role who log
in
Button ini digunakan untuk Create Ticket
yang ditujukan ke Tier 2 atau Tier 3. Status
Ticket adalah ‘Open’
Button ini digunakan jika IT HD ingin
menghandle ticket tersebut. Status Ticket
adalah ‘In Progress’
Button ini hanya digunakan untuk Escalate
ke Tier yang lebih tinggi. Namun button ini
tidak dapat digunakan ketika Create Ticket
Button ini digunakan untuk On Hold Ticket
dan status Ticket adalah ‘On Hold’
Button ini digunakan untuk Release Ticket
tertentu, sehingga status Ticket menjadi ‘In
Progress’
Button ini hanya digunakan untuk Close
Ticket. Namun button ini tidak dapat diklik
ketika Create Ticket
Button ini akan menutup form Create
Ticket
3. Skenario Pertama IT HD - Lisa Create New Ticket and Solve Ticket
Wulan Darya Varia call Lisa with case : I cant connect to Printer XP-123
4. Skenario Kedua IT HD - Lisa Create New Ticket but TS HDO who Solve it
Wulan Darya Varia call Lisa with case : I cant connect to Printer XP-123
TS Call IT Help Desk to Closed the Ticket
This field catch up the resolution that TS filled
5. Skenario Ketiga IT HD Create Ticket and Try to Solve but Can't be Done, so IT HD Escalate to Tier 2 – TS
Wulan Darya Varia call Lisa with case : I cant connect to Printer XP-123
Lisa think can’t solve this Ticket,
so She escalate it to Tier 2 – TS
Column Assigned To and Group
being empty
TS A Take Action the Ticket
TS Call IT Help Desk to Closed the Ticket
This field catch up the resolution that TS filled
6. Skenario Keempat IT HD Create Ticket and try to solve but can't be done, so IT HD escalate to Tier 2 - TS, but TS need to
On Hold the Ticket
Wulan Darya Varia call Lisa with case : I cant connect to Printer XP-123
Because the case can’t be solved, so She
escalate the Ticket to Tier 2 - TS
Column Assigned To and Group is being
empty
TS A Open Take Action the Ticket
Because of the User, TS need On Hold of
the Ticket, so TS A call IT HD
Choose the TS who request to On Hold?This is the List Ticket point of view IT Help Desk
This is the List Ticket point of view TS A
TS Call IT Help Desk to Release the Ticket
klik
TS Call IT Help Desk to Closed the Ticket
klik
