This process starts with an employee submitting an IT Help Desk ticket. If the ticket is for troubleshooting, it is routed to the IT team to resolve the ticket. If the ticket is for system access or new hardware/software, it is sent to an IT manager for approval first. The IT manager has the option to send it to another approver before it is assigned to the team of IT technicians to fulfill. The IT team members also have the option to send the ticket back to the initial submitter with any questions or requests for more information.
IT Technician: Works to resolve the ticket
Additional Reviewer: Reviews and approves or denies the request
IT Manager: Reviews the initial submission and routes for further review if necessary
Employee: Submits an IT Help Desk ticket
Approved IT Help Desk tickets are stored in Business Process Library\IT Help Desk Tickets\Approved. Rejected IT Help Desk tickets are stored in Business Process Library\IT Help Desk Tickets\Rejected.
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