Service request process

This section describes a simplified service request process flow.

The figure below shows the flow as a diagram, and the table below it describes the actors, actions, and status of the service request as a result of the action.

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Who Action Status of Request in NetApp Service Engine after action Notification

1

NetApp Service Engine

Generate a new service request.

New

Automated email confirming request has been created

2

NetApp GSSC

Acknowledge the request.

Open

  • Acknowledgement email: GSSC

  • Automated email indicating status in Open

3

NetApp GSSC

Triage and assign to the Fulfilment Engineer.

Open

–

4

NetApp GSSC

Monitor and track the request throughout the request fulfilment process.

–

–

5

NetApp Fulfilment Engineer

Review the request.

Open

–

6

NetApp Fulfilment Engineer

If additional information is required, email the requestor for additional information.

Pending

  • Automated email indicating status is Pending.

  • Communicate via email to request additional information

7

Customer

Provide more information.

Pending

Communicate via email

8

Repeat steps 6 and 7 until there is sufficient information to progress the request.

Pending

Communicate via email to request additional information

9

NetApp Fulfilment Engineer

Fulfil request

Open

Automated email indicating status is Open.

10

NetApp Fulfilment Engineer

Resolve request and advise customer request is resolved.

Resolved

  • Email to request confirmation Service Request is resolved

  • Automated email indicating status is Resolved.

11

Customer

Advise Service Request is resolved.

Resolved

Email to confirm Service Request is resolved.

12

Automatic

If there is no further action required after three day , the Service Request is automatically closed.

Closed

Automated email indicating status is Closed.