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Service Desk work flow for a multi-tiered team

Looking to bounce some ideas off someone. I have a service desk project that supports internal/external users who use multiple proprietary websites. Trying to come up with a meaningful workflow that also takes into account the escalations from the Tier 1 > Tier 2 > Tier 3 Teams supporting issues. I dropped in a screen shot of what i came up with so far with the hopes another Admin could pokes holes in it for me to vet it out. 

 

 

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1 comment

Did this workflow work for you?  I'm trying to find the best way to deal with 3 tiers as well in a single Project using Queues and Workflows.

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