IT SERVICE DESK CASE MANAGEMENT

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[ ] Fetch Incident Details: Retrieve the specific ticket details and requester information from the Incident Data Model.
[ ] Lookup Asset Information: Get hardware/software asset details linked to the user to identify-related vulnerabilities or compatibility.
[ ] Update Ticket Priority: Update the priority field in the Incident entry based on the impact and urgency assessment.
[ ] Calculate SLA Deadline: Execute a formula to determine the resolution deadline based on the current timestamp and priority-based SLA duration.
[ ] Assign Technician: Create a task for the Level 1 Support Agent to begin initial investigation.
[ ] Escalate to Level 2: Create a high-priority task for the Senior Engineering team if the initial investigation fails.
[ ] Create Change Request: If the incident requires infrastructure changes, create a new entry in the Change Management Data Model.
[ ] Log Resolution Notes: Update the existing Incident entry with the final resolution steps and root cause analysis.
[ ] Calculate Monthly Incident Volume: Aggregate all incident entries from the current month to calculate the total count of incoming tickets.
[ ] Notify Requester of Update: Send an automated email to the user informing them that their ticket status has changed.
[ ] Alert On-Call Engineer: Send an email alert to the on-call rotation list for Critical (P1) incidents.
[ ] Critical Alert SMS: Send an SMS notification to the IT Manager for immediate notification of system-down incidents.
[ ] Verification Task: Create a task for the original requester to confirm that the solution worked.
[ ] Close Incident: Update the Incident status to 'Closed' and set the closure timestamp.
[ ] Generate Weekly SLA Compliance Report: Create a report summarizing the percentage of tickets resolved within the calculated SLA deadline.
[ ] Cleanup Temporary Logs: Delete temporary diagnostic log entries created during the troubleshooting process.

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