Progressing processes

Effective support relies on efficiently taking the process from initial logging, through all of the support activities required to complete it, to the timely resolution and closure of the process itself. The exact steps required to complete a process depend on how the process has been designed - see your system designer for more information.

When a process is logged and saved, a number of actions become available, for example, Add Assignment, Add Note, and so on. The actions available on the process can change, depending upon its status. The actions that are available to you also depend on your privileges. You can see which actions are available on the Actions list.

The Actions list has a separator: actions above the separator move the process on to a new status, towards completion; actions below the line are called optional actions, and are used to add information to the process. Most actions have a window associated with them, but others do not (for example the actions that start and stop the clock for service level management typically don't). You complete the required investigations and complete the information on the relevant window.

As an analyst, you may be allocated a specific task to complete, while another analyst may be working on other tasks at the same time. Typically, you cannot resolve a process until all of the tasks have been completed.