Customer support process (BPMN)
The most useful thing BPMN enforces: you cannot draw sequence flow into somebody else's pool. A support process makes that constraint obvious.
#What this example shows
A black box pool for the customer.
Message flows between the pools, drawn dashed.
An event-based gateway waiting for whichever happens first.
#How to build it
Step | What you do |
|---|---|
1 | Draw two pools: your support team, and a black box pool for the customer. |
2 | Message flow from the customer pool into a start event: Ticket raised. |
3 | User task: Triage, then an exclusive gateway on severity. |
4 | Event-based gateway after Request more information: customer replies, or a timer fires. |
5 | Message flow back out to the customer pool with the resolution. |
6 | End event: Ticket closed. |
#Making it your own
Never draw sequence flow between pools. If you have, it should be a message flow.
The event-based gateway is how you model "customer replies or we time out".
Keep the customer pool collapsed; you do not know their internal process.
#Related
Build the happy path first. Always.
