Task 2: Model the Ask user to test solution sub process per the following process description:

The helpdesk technician first prepares solution instructions for the user, and when done will send it to the user via email. The technician will wait for 48 hours before he/she checks for user feedback in the system (feedback = user comments on the solution). If no feedback is found, a reminder email is sent to the user. Every time a reminder is sent to the user the technician will wait 4 days before checking the feedback again. This will continue until the user provides feedback.

Once the feedback is received the technician analyzes the user feedback and based on it one of the following actions are taken:

• If the user needs more time to test the solution, the technician waits 4 days before they check on the user feedback again, and if not

  received reminder emails are sent until the user provide feedback. If user feedback exists, it will be analyzed again, and the same three

  actions will apply here as well.

• If the user needs additional instructions, the technician provides the additional instructions and waits for 7 days to check for the user

  feedback. Here again, the technician sends reminder emails if no feedback is found. If user feedback exists it will be analyzed again, and

  the same three actions will apply here as well.

• If the user completed the test, the technician will document users results in the ticket record and then wait 2 days in case of additional

  questions arising before the sub process is completed.