Process template: handling a support case
From receipt to closure with documentation
§Receive
- 01Record the case with date, user and contact details
- 02Note the symptom in the user's own words
- 03Assess how urgent it is and who it affects
§Clarify
- 01What exactly happens, and what did the user expect?
- 02When did it start?
- 03Has anything changed recently — update, new equipment, relocation?
- 04Does it affect only this user or several?
§Investigate and solve.
- 01Recreate the error if possible
- 02Test one change at a time
- 03Search in the knowledge base for similar, solved cases
- 04Escalate to the right level if it is beyond your scope.
§Conclude
- 01Confirm to the user that it works
- 02Document symptom, cause and solution
- 03Close the case with clear status