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End User
ESD
Tier 2
Tier 3
Change Mgmt
End User Encounters Issue
End User Searches Yourself for Knowledge
End
End User Contacts ESD
ESD Reviews Knowledge for Potential Fix
Incident is routed to Support for EU Location
Location Support checks knowledge for potential fix
Incident is Routed to ICAM Services Tier 3
Tier 3 Checks Knowledge for Potential Fix
Change is submitted for approval to apply change
Approved Change is applied

IGA Tier3 Support Process

by Adil

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