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User contacts IT with a new
request
- Defines CI affected
- Filters out Catalog Requests
- Assigns to appropriate resolver team
- Customer confirms request is complete
- Service Request is set to resolved
- Service Request is set to closed automatically 7 days later
- Request complete
- Resolver team communicates to user and waits for closure confirmation
- Resolver team accepts Service Request
- Contacts user directly for more information
- Contacts other resolver teams for assistance if required