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Service Flow (User has issue (Ticket (Ticket Created by customer (simple…
Service Flow
User has issue
Live Simple Support
Ticket
Ticket to be Created by MN AE
Ticket Created by customer
simple issue
AE / MN Help
bug is fixed
or bug is not fixed
BACK to Difficult Issue
difficult issue
AE / MN interpret bug
MN / AE ask customer for clarification / help with the issue
MN / AE Forward Bug to AJ
AJ Needs clarification on part
OR AJ starts fixing bug
Bug is fixed
follow up with Customer
bug is not fixed
bug is put in Long Term Ticket Area - customer could be critical at that point
SELF SERVICE TICKET
STAGES OF TICKET SYSTEM
NEW TICKET
WAITING ON INFO
SENT TO TECH
NEED MORE INFO FOR TECH
IN SERVICE
CLOSED
UNSOLVED
FEATURE REQUEST