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*Generic Example* IT Help Desk Flowchart. <br /> <br />Example Guide To Process and Escalation. <br /> <br /> <br />Flowchart Key: <br />Gray box is Help Desk Tech. <br />Blue box is End User. <br />Purple box is Technician. <br />Yellow arrow is Outside Vendor. <br />Green diamond is Critical Action. and <br />Gray oval shape is Supervisor. <br /> <br />By phone call (blue box). <br /> <br />Next is acknowledge the issue (gray box). <br /> <br />Then Help Desk creates ticket (green diamond). <br /> <br />For email and portal (blue boxes). <br /> <br />The system creates a ticket (black box). <br /> <br />For all three (phone call, email and portal after ticket is created) next step is: Prioritize the call. Can the issue be solved immediately? (gray box) <br /> <br />If yes, Complete ticket (red box). <br /> <br />If no, Assigned to a tech (gray box). <br /> <br />Tech will: Analyze & address problem (green diamond). <br /> <br />Is it resolved (purple box)? <br /> <br />If Yes, Complete ticket (red box). <br /> <br />If no, Send to Supervisor (purple box). <br /> <br />Supervisor will: Evaluate & Research the problem (Green Diamond) <br /> <br />Supervisor will: Inhouse solution (gray oval shape) or Advise User (Green Diamond). <br /> <br />If inhouse solution: Supervisor will instruct technician (gray oval shape). <br /> <br />If not, supervisor will Advise End User (green diamond). <br /> <br />Technician will Implement Solution (green diamond). <br /> <br />Is it solved? (purple box). If yes, complete ticket (red box). If no, back to supervisor (purple box). <br /> <br />Advise end user. Next step would be: Determine Action Requires (gray oval shape). <br /> <br />End user can request service (green diamond). <br /> <br />Service or repair as agreed (yellow arrow). Outside vendor. <br /> <br />Is it resolved? (gray oval shape) <br /> <br />If Yes, Complete Ticket (red box). <br /> <br />If no, Service or repair as agreed complete solution as necessary to resolve (yellow box). <br /> <br />If Yes, Complete Ticket (red box). <br /> <br />If No, Unable to resolve management decision with end user in mind (red box). <br /> <br /> <br />Compiled by the Office of the County Auditor <br /> <br />The above graphic illustrates a typical, example decision tree flow chart process including escalation <br />procedures. It is a not a requirement that organizations set up according to this flowchart, rather it <br />represents how a prudently run department might design its workflow process. <br /> <br />12 Introduction <br />