The scenario
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.
What is in this drawing
Read the decisions behind it.
01
L1 resolution assessment
02
L2 resolution assessment
03
Management approval decision
When designing IT support workflows with tiered escalation and management review.
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