The 6-Step Help Desk Process

Every ticket raised with the EBSI Help Desk flows through a defined process. The diagrams in the source SOD show the same flow.

Step 1 — Detection & Initiation

Actor: User. The User detects a service interruption, decreased quality, or a need for information / new features, and reports it to the EBSI Support Team. The incident or request should be described as precisely as possible. New-feature requests must be aligned with the EBSI project scope.

Step 2 — Registration

Actor: EBSI Support Team. Identify whether a ticket already exists. Create / update / reopen a ticket as appropriate. Notify the User by e-mail.

Step 3 — Classification

Actor: EBSI Support Team. Classify by type (Incident / Request / Request for Change). Check for an existing solution or workaround. If found → resolve directly (Step 5). If not → assign internally.

Step 4 — Investigation & Escalation

Actors: User, Support Team, 3rd Level Support. Search wiki / KB / ticket-tool for similar tickets, link to a master ticket if applicable. Diagnose. If more info needed, request from User. If solvable in-house → assign internally; otherwise escalate to 3rd Level (e.g. EBSI Technical Office). After 3rd Level resolves, Support re-diagnoses.

Step 5 — Resolution

Actors: User, Support Team. Define resolution → communicate to User → User validates → mark Resolved in tool → update Knowledge Base with the workaround / solution.

Step 6 — Closure

Actor: Support Team. Final check then close the ticket.