Task $1$:

Using BPMN concept, draw a diagram based on following scenario in MS Visio. Use pools and lanes wherever required:

Zara$$ is a$$fashion$$retail$$subsidiary$$of the Spanish multinational fashion design, manufacturing, and retailing group. Zara sells clothing, accessories, beauty products and perfumes. They have an IT help desk which helps the customers in number of ways. The business process of IT Help Desk works as follows:

$$ Process starts as employees need help and open the case.

$$ General Support will analyze the case

a$.$ If the case is of level $2,$ it will be sent to Advanced Support.

$$ Advanced Support will analyze the case

$$ Resolve the case

$$ After resolving the case they will check whether it requires on site visit or not.

$$ If on$-$site visit is required, it will be scheduled and the employee will be notified by the General Support. If not required, general support will notify the employee.

b$.$ If the case is not of level $2,$ it will be resolved by general support and the employee will be notified.

c$.$ After receiving notification, the employee will check the resolution if the case is resolved, general support will close the case, and the process ends with sending the survey by email. if not solved, the employee will provide more information, and it will go back to general support for analyzing the case again.