Workflow Engine
End-to-end ticket lifecycle state machine
Ticket Lifecycle Pipeline
🛠
L1 Troubleshooting
L1 Agent
Description
First-line resolution attempt
Entry Criteria
L1 agent attempts first-call resolution using KB and scripted workflows
Exit Criteria
Resolved OR escalation threshold reached
0
tickets in this stage
Tickets in: L1 Troubleshooting
No tickets in this stage
Escalation & Policy Rules
IF: L1 unresolved > 4h
THEN: Auto-escalate to L2
IF: Severity = Critical
THEN: Notify SDM + immediate L2 routing
IF: SLA breach risk > 80%
THEN: Flag in Control Tower + page manager
IF: Remote session required
THEN: Require user consent + audit log
IF: Repeated issue (3x)
THEN: Trigger KB article creation
IF: Priority P1 ticket
THEN: Immediate L2 + manager notification
IF: L2 unresolved > 8h
THEN: Manager Review stage + incident declaration
IF: App restart requested
THEN: Policy check + approval + audit log