Flowchart

Case

Dennis Pereira English

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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