Service Definition

Procedure Summary

1. In order to update a request that is already registered in the system, the Technician will open the request on the screen.
      
2. The customer is informed of the current status of their request.
     
3. The request is updated with the new information provided by the customer.
     
4. If the customer wishes to reopen the request and the conditions for this are met, the Technician reopens the request, making note of the reasons for doing so.
     

Once the ticket has been updated, the Level 1 Support process is restarted taking into account the new information.