What does this template look like?
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When should you use it?
Use it to decide what may be answered from a saved article and what must leave the first queue.
What does each step mean?
- Ticket opened is the trigger. Read the question happens before the branch, so the article is chosen on purpose.
- Known answer? is the decision. Yes sends the article. No pages a specialist.
- Write the outcome is on both paths. A sent article is still an outcome.
- Closed is the end. Add another diamond if the specialist can send the ticket to engineering.