IT & Security · Workflow

IT incident to resolution

A message on any channel is identified, triaged by the L1 agent, answered or routed, and linked to a problem if it recurs.

Step by step

Each step is a governed Action: it is permission-checked, logged, and either reversible or compensated.

1
Employee writes on the portal, email, WhatsApp, Slack or Teams
2
Employee is identified through a verified contact point
3
L1 IT agent proposes category, priority and configuration item
4
High-confidence known errors or Knowledge answers are given with citations or an allowed Action
5
Otherwise the incident routes to an assignment group with a handoff note
6
IT agent works the incident, using remote device actions if needed
7
Recurring patterns link to a problem record
8
Incident is resolved, CSAT is captured, and it closes after the reopen window

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