| No | Snap shot of Typical Tasks/Activities | By L2 Team | By Customer | Deliverables | Remarks |
| ACT | CLOSE | Responsible | |||
| 1 | Receive Ticket Information | Ö | Ö | Ö | Ticket Status Update |
| 2 | Provide descriptive info about the problem |
|
| Ö | Issue Tracker |
| 3 | Ask for details or Verify problem before acting | Ö |
|
| Issue Log |
| 4 | Analyze Problem/Issues | Ö | Ö |
| Problem Analysis Doc |
| 5 | Get in touch with SME/L3 with suggested alternatives | Ö | Ö |
| Provide different approaches to Issues |
| 6 | Develop Fix and Communicate outcome | Ö | Ö |
| If NOT GO TO Step 12 |
| 7 | Test the fix | Ö | Ö |
|
|
| 8 | Create functional test scripts | Ö |
|
|
|
| 9 | Carry out Functional test and enter results |
| Ö |
|
|
| 10 | Update Issue Log Status | Ö | Ö |
| Issue Log Status |
| 11 | Try Work Around or Re-run or Invoke new request | Ö |
| Ö | KT doc |
| 12 | Close loop with Users Concerned |
| Ö | Ö | Update Ticket Status |
| 13 | Monitor Production Stability with Fix or Work Around/Monitor Re-run | Ö | Ö | Ö | Update Test Document |