Since the help desk solution will be used by a variety of groups, you should plan the interactions of those users, determine what process service requests will follow, and design mechanisms for request status to be communicated between groups. In this section you will explore these elements of the solution.
Resolving service requests is very process oriented and follows a specific flow of actions. This defined process allows for consistency, ease of reporting, and follow-up activities when necessary. The following list is a high-level overview of the preferred flow of activities:
Determine if request is an emergency
Email requestor that request received
Set current status on service request