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1. After receiving complaint from customer, create ticket in Odoo Ticketing
2. Add the created ticket number to email subject for easy reference then follow client email format.
3. For L1 initial troubleshooting guide, go to Services
4. Log every action/troubleshooting step used in ticket logs. Insert date/time and next action to be performed.
5. When initial isolation has been done, escalate the issue to the proper team or back to client if they have pending information.
6. When all information are completed and issue is for dispatch, assign ticket to L2 for continuation of troubleshooting with field ops.
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