Chase calls / e-mails on tickets.

Phase
Triggers

User sends e-mail to

User calls SD
SD
Service Desk

Is the user
Log information Add log comment
requesting a status
No provided by user in activity in activity
update on an
the ticket tracker
existing ticket

Yes

Servcice Recipient: Dummy ID, GSD (GSDDESK1) Category: Request for Information
Interaction opened
E2E: GBL_SD-Escalation_PRD for the chase and
linked to the
Area: Status
IT Service: GBL_SD_CHASE CALL_ PRD / Incident
GBL_SD_CHASEMAIL_PRD
Chase call / E-mail tracking

Subarea: Status

Has the ticket

No further action
breached the No
required
Resolution SLA ?

Yes

Chase
call #
Chase call/e-mail number

Chase no 3
Chase No 2
Chase No 1 Chase >3

SD sends e-mail to SD sends e-mail to

SD sends e-mail to Follow-up e-mail
group team leader group manager ( line
group DL found in sent to Group
(HPSM Group manager of the group
HPSM manager
Manager) team leader)
Incident Controler

IC to send list of Decide on frequency

tickets to Group (Daily, Weekly)
Manager