Case

New Case Assignment

Case analysis and understanding

Investigation pre FTC

FTC

Investigation and problem reproduction

Are you able to reproduce the problem?

Try to create a workaround to solve the problem. Investigation in Quixy, moss and SSO.

Deep investigation in Quixy, moss and KCS.Trace Analysis

YES

NO

Did the workaround worked?

Did the steps or documentation found/provided worked?

Ask your mentor/L2 engineer

Provide the solution to the customer

NO

YES

Close the case

YES

Fill the elevation summary with the work done and proceed to elevate the case

Fill the elevation summary with the work done and proceed to elevate the case

NO