1. User creates problem ticket on Web tool? User has Problem End user requests asst. via email, phone, in person. No ticket created Helpdesk staff decides between them who should handle the call HD Tech visits user to investigate and fix user issue Does user require visit? HD Tech applies administrative fix (i.e. password reset, access permissions) No Yes User Classifies issue on web front end No Fixes Problem? Issue is resolved Yes No End: User issued resolved without ticket being created Helpdesk Assigns ticket to HD team member Assigned HD team member gathers additional info from user about the issue Does user require visit? HD Tech applies administrative fix (i.e. password reset, access permissions) Fixes Problem? HD Tech visits user to investigate and fix user issue Yes No Helpdesk analyst updates ticket notes with resolution No Yes IT Helpdesk End User Resolution Process Ticket Closed User creates problem ticket on Web tool? User has Problem End user requests asst. via email, phone, in person. No ticket created User creates problem ticket on Web tool? User has Problem Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User creates problem ticket on Web tool? User has Problem User creates problem ticket on Web tool? User has Problem End user requests asst. via email, phone, in person. No ticket created User creates problem ticket on Web tool? User has Problem Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User creates problem ticket on Web tool? User has Problem Does user require visit? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User creates problem ticket on Web tool? User has Problem HD Tech applies administrative fix (i.e. password reset, access permissions) Does user require visit? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User creates problem ticket on Web tool? User has Problem Fixes Problem? HD Tech applies administrative fix (i.e. password reset, access permissions) Does user require visit? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User creates problem ticket on Web tool? User has Problem HD Tech visits user to investigate and fix user issue Fixes Problem? HD Tech applies administrative fix (i.e. password reset, access permissions) Does user require visit? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User creates problem ticket on Web tool? User has Problem End: User issued resolved without ticket being created HD Tech visits user to investigate and fix user issue Fixes Problem? HD Tech applies administrative fix (i.e. password reset, access permissions) Does user require visit? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User creates problem ticket on Web tool? User has Problem Yes