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Followup and Update, when we get a request from Service desk first we need to acknowledge then whether we will be able to troubleshoot the request or not. If not we need to transfer this call with proper reason.
1. Acknowledge
2.Followup and update
2.Close
Active monitoring. Correct classifications. Sense of urgency.
Make sure that problems will be taken care as per the way they come.
1st way to handle shall FIFO.
Then update status and inform the requestor on time.
More support ticketing system is Amadeus
