Can anyone help me create a business process for support?

[japogito]

Hi Everyone,

I have been using OTRS for quite some time now. But now management is asking for some documentation regarding support process. Basically I need to plot it
"diagram style" using Visio. I am not really good at creating or documenting processes so can you please help me?

I hope I can get help from you guys.

Thank you very much.

[crythias]

Do you need information about ITSM/ITIL? http://www.youtube.com/watch?v=0IlsJh6MiJo
Do you need information about how OTRS works in your environment?
Do you need information about how OTRS works by default?

Basic default workflow is this:
Customer has an incident.
Customer sends an email to (some email address)
periodically, OTRS POP's and downloads the message and parses it against PostMaster Filters and Queue designation
It sits in a queue waiting for an agent to see it.
an agent responds, locking the ticket to that agent ("I have your ticket. I can explain what "PC Load Letter" means, and where to get a copy of the coversheet for the TPS report.")
conversation ensues "I have a copy of the coversheet for the TPS report right here."
either side closes the ticket "Customer was sent a copy of the coversheet for the TPS report"

I promise I can help you more. Just ask.