IT helpdesk

P12 ticket & SLA escalation: duplicate check by asset tag (cross-case lookup), priority score from impact × urgency × category (P1 / P2 / P3), routing (ERP access → RBAC subprocess, data protection → DPO, P1 → 4 h SLA re-assigned to the IT Director), requester confirmation with reopen loop.

Raise IT ticket

P12: duplicate check, priority score, routing, SLA escalation, confirmation / reopen. Workflow: “IT Support Ticket”.

Tickets

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