Business Process Managing a Help Desk Customer Request Acme Computer Store The process begins when a customer reports an issue with their recent computer purchase online in Acme's help desk system The service desk of the help desk center receives the help desk request (i.e. , ticket) to report the issueThe service desk technician reviews the ticket and classifies it as a "product ", "logistics " or "technical issue Then they query the knowledge database to see if they can resolve the issue If they can resolve the issue , they do so, and log the solution in the help desk system , update the status of the solution to "closed" and an email is sent to the customer informing them of the solution to their issueHowever , if the issue cannot be resolved in the knowledge database , the service desk technician updates the status of the solution to "elevated and the system automatically routes the ticket to the proper support personnel Product issues are routed to the product staff , logistics issues to the supplier staff , and technical issues to the technical staff . Product staff review the description of the issue and try and solve the issue , if they solve the issue then they update the description in the help desk system and update the status to closed , and the ticket follows the same process asoutlined above . If the product staff cannot solve the issue then they update the classification to "logistics " androute it to the logistics staff When logistics staff receive a ticket they follow similar procedures as described above , if they cannot solve the issue they update the classification to technical . When technical staff receives a ticket they follow similar procedures as described above ; however , if they cannot solve the issues they update the status of the solution to "critical ", and the system automatically routes the ticket to the critical incident team , who will work to find a solution to the issue or refund the customer's money . While they are working on resolving theissue , the critical incident team will send a message to the customer to notify them that they are working on theissue and to ask them to provide further information if they would like to do so. Once the issue is resolved , the critical incident team will update the status of the ticket to "closed " and an email is sent to the customer informing them of the solution to their issue. Create the Business Process model for this problem.