السيناريو
When a customer support ticket enters the IT helpdesk, L1 technicians attempt initial troubleshooting. If unresolved, the ticket escalates to L2 and then to management for approval.
ما الذي يتضمنه هذا الرسم
اقرأ القرارات الكامنة وراءه.
01
L1 resolution assessment
02
L2 resolution assessment
03
Management approval decision
When designing IT support workflows with tiered escalation and management review.