(2009). Tipskey.com. Retrieved April 2013 from: http://www.tipskey.com/article/advanced_flowchart/
Kock, E., ed. (2007). Systems Analysis & Design Fundamentals. Thousand Oaks, CA: Sage.
Mind Tools, (2012). Flow Charting. Retrieved April 2013 from: http://www.mindtools.com/pages/article/newTMC_97.htm
Phone Call In
Email In
System Creates Automatic Ticket
Elevated and Marked Urgent
Not solved
Return to customer, follow up for satisfaction
Yes
No
Yes
Cannot solve in-house
Can solve in house, instruct technician
hnician
Elevate to Supervisor
No
Yes
Implement Solution from Supervisor
Is this solved?
Yes
Receive Product Back - Test
Send out to specialist; inform client of delay
Arrange for unit to be mailed in -- once it arrives, tag with Ticket number
Complete Ticket
File Report
Analyze and Address Issue
Analyze and Address Issue
No
Elevate and Assign to Tech Support
Can this be solved immediately?
Create Manual Ticket
Acknowledge and Confirm Issue
