SDP Web Console

Email

On-behalf of User

HelpDesk Triage Group
[SME will review and assign to the respective group OR action on their own]

HelpDesk SME works on the ticket

Email will be sent to the requestor, status will be on-hold

On reply from user, ticket status will change to Open

Technician will move the ticket to resolved state
[Email notification will be sent to the requestor]

Request is closed
[based on number of days defined to keep in open state]

Technician[SME] will change the status to WIP and update the details on the form as required

Email will be sent to the requestor, status will be on-hold

On reply from user, ticket status will change to Open

Ticket assigned to Respective Group

Technician[SME] will review and qualify for INC/SR/CR

Service Request Workflow

Change Request Workflow