Unterschiede

Hier werden die Unterschiede zwischen zwei Versionen angezeigt.

--- start:knowledge:itil [2016/11/09 14:46] – komedya
+++ start:knowledge:itil [2023/02/20 17:08] (aktuell) – Externe Bearbeitung 127.0.0.1
@@ Zeile 1: / Zeile 1: @@
 {{https://www.axelos.com/Corporate/media/Images/Website%20Assets/Product%2033px/ITIL-Logo-RGB.png?width=98&height=33&ext=.png|ITIL Logo}}
+----
+<bpmnio>
+<?xml version="1.0" encoding="UTF-8"?>
+<bpmn:definitions xmlns:bpmn="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" id="Definitions_1" targetNamespace="http://bpmn.io/schema/bpmn" exporter="Camunda Modeler" exporterVersion="1.3.2">
+  <bpmn:collaboration id="Collaboration_1y59pv9">
+    <bpmn:participant id="Participant_0lambek" name="Zendesk" processRef="Process_1e3g2zz" />
+    <bpmn:participant id="Participant_0pf1ar9" name="Mitarbeiter" processRef="Process_0c8pma7" />
+    <bpmn:participant id="Participant_10ffq4q" name="E-Mail Service Nutzer (smartclip)" processRef="Process_1" />
+  </bpmn:collaboration>
+  <bpmn:process id="Process_1e3g2zz" isExecutable="false">
+    <bpmn:sendTask id="SendTask_1ryy2cu" name="Mitarbeiter der Support-Gruppe werden benachrichtigt">
+      <bpmn:incoming>SequenceFlow_0d0d1x4</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0txpap2</bpmn:outgoing>
+    </bpmn:sendTask>
+    <bpmn:task id="Task_1hbgokl" name="Ticket wird geöffnet">
+      <bpmn:incoming>SequenceFlow_1qvir7o</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0d0d1x4</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:startEvent id="StartEvent_0rl109i" name="Eingang Support-Anfrage">
+      <bpmn:outgoing>SequenceFlow_1qvir7o</bpmn:outgoing>
+      <bpmn:messageEventDefinition />
+    </bpmn:startEvent>
+    <bpmn:sequenceFlow id="SequenceFlow_0d0d1x4" sourceRef="Task_1hbgokl" targetRef="SendTask_1ryy2cu" />
+    <bpmn:sequenceFlow id="SequenceFlow_0txpap2" sourceRef="SendTask_1ryy2cu" targetRef="EndEvent_0mjx7nm" />
+    <bpmn:sequenceFlow id="SequenceFlow_1qvir7o" sourceRef="StartEvent_0rl109i" targetRef="Task_1hbgokl" />
+    <bpmn:endEvent id="EndEvent_0mjx7nm" name="Ausgang Benachrichtigung über Ticket-Eingang">
+      <bpmn:incoming>SequenceFlow_0txpap2</bpmn:incoming>
+      <bpmn:messageEventDefinition />
+    </bpmn:endEvent>
+  </bpmn:process>
+  <bpmn:process id="Process_0c8pma7" isExecutable="false">
+    <bpmn:laneSet />
+    <bpmn:receiveTask id="ReceiveTask_12b8wud" name="Postfach o. Zendesk überprüfen">
+      <bpmn:incoming>SequenceFlow_09txca9</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1ipp3oe</bpmn:outgoing>
+      <bpmn:standardLoopCharacteristics />
+    </bpmn:receiveTask>
+    <bpmn:task id="Task_0xjjchq" name="Ticket-Status auf &#39;wartend&#39; setzen">
+      <bpmn:incoming>SequenceFlow_0rlszzv</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_09txca9</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:task id="Task_0b0axmm" name="öffentlichen Kommentar schreiben">
+      <bpmn:incoming>SequenceFlow_0xte07m</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_1w2sjei</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0rlszzv</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:task id="Task_0lzkh16" name="Tino fragen, privaten Komentar schreiben">
+      <bpmn:incoming>SequenceFlow_10dum8x</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0qw7wo5</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_1yhdjee" name="Wurde Tino schon gefragt?">
+      <bpmn:incoming>SequenceFlow_0tlm2eb</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_10dum8x</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_0lq7xt0</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_03qac84" name="Hat Jean-Pierre geantwortet?">
+      <bpmn:incoming>SequenceFlow_1207k5v</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0tlm2eb</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_1hn03yr</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_0cax1xw" name="Hat CTO/Vorstand geantwortet?">
+      <bpmn:incoming>SequenceFlow_1u0z6j9</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0shnvsv</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_1f4w8gi</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:task id="Task_00vev3d" name="Jean-Pierre Fumagalli (Vorstand) CC setzen">
+      <bpmn:incoming>SequenceFlow_13y30iq</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0b72wwy</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_0c5tdiv" name="Ist Jean-Pierre im CC?">
+      <bpmn:incoming>SequenceFlow_0shnvsv</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_13y30iq</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_1207k5v</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_0rse01a" name="Ist Entscheidung über die Genehmigung gefallen?">
+      <bpmn:incoming>SequenceFlow_0lq7xt0</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_1hn03yr</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_1f4w8gi</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0xte07m</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_0j0lgke</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:task id="Task_0a5y11j" name="Roland Schaber (Vorstand) CC setzen">
+      <bpmn:incoming>SequenceFlow_0et437c</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_13nj2v6</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:task id="Task_1bdtb1i" name="Tino CC setzen">
+      <bpmn:incoming>SequenceFlow_0clyaul</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_16gj9bo</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:task id="Task_0trzrv3" name="Thomas Servatius (CTO) CC setzen">
+      <bpmn:incoming>SequenceFlow_0hvntts</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1atxa1c</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:parallelGateway id="ParallelGateway_10e1sl7">
+      <bpmn:incoming>SequenceFlow_0r9a7nc</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0clyaul</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_0hvntts</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_0et437c</bpmn:outgoing>
+    </bpmn:parallelGateway>
+    <bpmn:task id="Task_1hcw6yx" name="Ticket-Status auf &#39;wartend&#39; setzen">
+      <bpmn:incoming>SequenceFlow_16gj9bo</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_1atxa1c</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_13nj2v6</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1gs2kcv</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:receiveTask id="ReceiveTask_1bzcg63" name="Postfach überpüfen">
+      <bpmn:incoming>SequenceFlow_1gs2kcv</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_0b72wwy</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_0j0lgke</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_0qw7wo5</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1u0z6j9</bpmn:outgoing>
+      <bpmn:standardLoopCharacteristics />
+    </bpmn:receiveTask>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_1nq02l4" name="Secondary?">
+      <bpmn:incoming>SequenceFlow_09f0xm1</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1oj5lym</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_0r9a7nc</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_0qj06hx" name="Primary?">
+      <bpmn:incoming>SequenceFlow_19nv1q9</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1w2sjei</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_09f0xm1</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:task id="Task_0p4h0ma" name="Approval-Status überprüfen">
+      <bpmn:incoming>SequenceFlow_0oivtfn</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_19nv1q9</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_1oloec0" name="Ist der Anfragenden berechtigt die Anfrage freizugeben?">
+      <bpmn:incoming>SequenceFlow_13grt8q</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_0ls00yn</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0oivtfn</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_01nurhf</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:task id="Task_1ocwk91" name="Angel Nebot CC setzen">
+      <bpmn:incoming>SequenceFlow_1l9zz44</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0ls00yn</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:task id="Task_1tpuhfh" name="Christian Osterhues CC setzen">
+      <bpmn:incoming>SequenceFlow_0ak1r8f</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_13grt8q</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_0xzzmmo" name="Rechnungsgruppe 1?">
+      <bpmn:incoming>SequenceFlow_1o1myqw</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0ak1r8f</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_1l9zz44</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:task id="Task_119ly15" name="Rechnungsgruppe überprüfen">
+      <bpmn:incoming>SequenceFlow_065jire</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_12qxi76</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_07i3jul</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1o1myqw</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:task id="Task_1bfhgzp" name="öffentlichen Kommentar verfassen">
+      <bpmn:incoming>SequenceFlow_031fg3c</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_07i3jul</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:task id="Task_0kwa2j1" name="Ticket sich selbst zuweisen">
+      <bpmn:incoming>SequenceFlow_0hnt56e</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_065jire</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:task id="Task_0y9uw1p" name="Ticket-Typ als Aufgabe setzen">
+      <bpmn:incoming>SequenceFlow_11vr62l</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_12qxi76</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:task id="Task_12tumtx" name="Ticket entgegennehmen">
+      <bpmn:incoming>SequenceFlow_1dw36kv</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1fo5gt5</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:parallelGateway id="ParallelGateway_01qds1e">
+      <bpmn:incoming>SequenceFlow_1fo5gt5</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_0hnt56e</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_11vr62l</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_031fg3c</bpmn:outgoing>
+    </bpmn:parallelGateway>
+    <bpmn:exclusiveGateway id="ExclusiveGateway_0h843nz" name="Liegt eine Genehmigung vor?">
+      <bpmn:incoming>SequenceFlow_1ipp3oe</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1n40c3q</bpmn:outgoing>
+      <bpmn:outgoing>SequenceFlow_17m5ap9</bpmn:outgoing>
+    </bpmn:exclusiveGateway>
+    <bpmn:task id="Task_0ww3hpw" name="Ticket-Status auf &#39;gelöst&#39; setzen">
+      <bpmn:incoming>SequenceFlow_1n40c3q</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_1sc36pc</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1jrj4lr</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:endEvent id="EndEvent_12batkg" name="END">
+      <bpmn:incoming>SequenceFlow_1jrj4lr</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_1oj5lym</bpmn:incoming>
+      <bpmn:terminateEventDefinition />
+    </bpmn:endEvent>
+    <bpmn:subProcess id="SubProcess_1dtme63" name="Anfrage bearbeiten">
+      <bpmn:incoming>SequenceFlow_17m5ap9</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_01nurhf</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_1sc36pc</bpmn:outgoing>
+    </bpmn:subProcess>
+    <bpmn:sequenceFlow id="SequenceFlow_09txca9" sourceRef="Task_0xjjchq" targetRef="ReceiveTask_12b8wud" />
+    <bpmn:sequenceFlow id="SequenceFlow_1ipp3oe" sourceRef="ReceiveTask_12b8wud" targetRef="ExclusiveGateway_0h843nz" />
+    <bpmn:sequenceFlow id="SequenceFlow_0rlszzv" sourceRef="Task_0b0axmm" targetRef="Task_0xjjchq" />
+    <bpmn:sequenceFlow id="SequenceFlow_0xte07m" name="ja" sourceRef="ExclusiveGateway_0rse01a" targetRef="Task_0b0axmm" />
+    <bpmn:sequenceFlow id="SequenceFlow_1w2sjei" name="ja" sourceRef="ExclusiveGateway_0qj06hx" targetRef="Task_0b0axmm" />
+    <bpmn:sequenceFlow id="SequenceFlow_10dum8x" name="nein" sourceRef="ExclusiveGateway_1yhdjee" targetRef="Task_0lzkh16" />
+    <bpmn:sequenceFlow id="SequenceFlow_0qw7wo5" sourceRef="Task_0lzkh16" targetRef="ReceiveTask_1bzcg63" />
+    <bpmn:sequenceFlow id="SequenceFlow_0tlm2eb" name="nein" sourceRef="ExclusiveGateway_03qac84" targetRef="ExclusiveGateway_1yhdjee" />
+    <bpmn:sequenceFlow id="SequenceFlow_0lq7xt0" name="ja" sourceRef="ExclusiveGateway_1yhdjee" targetRef="ExclusiveGateway_0rse01a" />
+    <bpmn:sequenceFlow id="SequenceFlow_1207k5v" name="ja" sourceRef="ExclusiveGateway_0c5tdiv" targetRef="ExclusiveGateway_03qac84" />
+    <bpmn:sequenceFlow id="SequenceFlow_1hn03yr" name="ja" sourceRef="ExclusiveGateway_03qac84" targetRef="ExclusiveGateway_0rse01a" />
+    <bpmn:sequenceFlow id="SequenceFlow_1u0z6j9" sourceRef="ReceiveTask_1bzcg63" targetRef="ExclusiveGateway_0cax1xw" />
+    <bpmn:sequenceFlow id="SequenceFlow_0shnvsv" name="nein" sourceRef="ExclusiveGateway_0cax1xw" targetRef="ExclusiveGateway_0c5tdiv" />
+    <bpmn:sequenceFlow id="SequenceFlow_1f4w8gi" name="ja" sourceRef="ExclusiveGateway_0cax1xw" targetRef="ExclusiveGateway_0rse01a" />
+    <bpmn:sequenceFlow id="SequenceFlow_13y30iq" name="nein" sourceRef="ExclusiveGateway_0c5tdiv" targetRef="Task_00vev3d" />
+    <bpmn:sequenceFlow id="SequenceFlow_0b72wwy" sourceRef="Task_00vev3d" targetRef="ReceiveTask_1bzcg63" />
+    <bpmn:sequenceFlow id="SequenceFlow_0j0lgke" name="nein" sourceRef="ExclusiveGateway_0rse01a" targetRef="ReceiveTask_1bzcg63" />
+    <bpmn:sequenceFlow id="SequenceFlow_0et437c" sourceRef="ParallelGateway_10e1sl7" targetRef="Task_0a5y11j" />
+    <bpmn:sequenceFlow id="SequenceFlow_13nj2v6" sourceRef="Task_0a5y11j" targetRef="Task_1hcw6yx" />
+    <bpmn:sequenceFlow id="SequenceFlow_0clyaul" sourceRef="ParallelGateway_10e1sl7" targetRef="Task_1bdtb1i" />
+    <bpmn:sequenceFlow id="SequenceFlow_16gj9bo" sourceRef="Task_1bdtb1i" targetRef="Task_1hcw6yx" />
+    <bpmn:sequenceFlow id="SequenceFlow_0hvntts" sourceRef="ParallelGateway_10e1sl7" targetRef="Task_0trzrv3" />
+    <bpmn:sequenceFlow id="SequenceFlow_1atxa1c" sourceRef="Task_0trzrv3" targetRef="Task_1hcw6yx" />
+    <bpmn:sequenceFlow id="SequenceFlow_0r9a7nc" name="ja" sourceRef="ExclusiveGateway_1nq02l4" targetRef="ParallelGateway_10e1sl7" />
+    <bpmn:sequenceFlow id="SequenceFlow_1gs2kcv" sourceRef="Task_1hcw6yx" targetRef="ReceiveTask_1bzcg63" />
+    <bpmn:sequenceFlow id="SequenceFlow_09f0xm1" name="nein" sourceRef="ExclusiveGateway_0qj06hx" targetRef="ExclusiveGateway_1nq02l4" />
+    <bpmn:sequenceFlow id="SequenceFlow_1oj5lym" name="nein" sourceRef="ExclusiveGateway_1nq02l4" targetRef="EndEvent_12batkg" />
+    <bpmn:sequenceFlow id="SequenceFlow_19nv1q9" sourceRef="Task_0p4h0ma" targetRef="ExclusiveGateway_0qj06hx" />
+    <bpmn:sequenceFlow id="SequenceFlow_0oivtfn" name="nein" sourceRef="ExclusiveGateway_1oloec0" targetRef="Task_0p4h0ma" />
+    <bpmn:sequenceFlow id="SequenceFlow_0ls00yn" sourceRef="Task_1ocwk91" targetRef="ExclusiveGateway_1oloec0" />
+    <bpmn:sequenceFlow id="SequenceFlow_13grt8q" sourceRef="Task_1tpuhfh" targetRef="ExclusiveGateway_1oloec0" />
+    <bpmn:sequenceFlow id="SequenceFlow_01nurhf" name="ja" sourceRef="ExclusiveGateway_1oloec0" targetRef="SubProcess_1dtme63" />
+    <bpmn:sequenceFlow id="SequenceFlow_1l9zz44" name="ja" sourceRef="ExclusiveGateway_0xzzmmo" targetRef="Task_1ocwk91" />
+    <bpmn:sequenceFlow id="SequenceFlow_0ak1r8f" name="nein" sourceRef="ExclusiveGateway_0xzzmmo" targetRef="Task_1tpuhfh" />
+    <bpmn:sequenceFlow id="SequenceFlow_1o1myqw" sourceRef="Task_119ly15" targetRef="ExclusiveGateway_0xzzmmo" />
+    <bpmn:sequenceFlow id="SequenceFlow_07i3jul" sourceRef="Task_1bfhgzp" targetRef="Task_119ly15" />
+    <bpmn:sequenceFlow id="SequenceFlow_065jire" sourceRef="Task_0kwa2j1" targetRef="Task_119ly15" />
+    <bpmn:sequenceFlow id="SequenceFlow_12qxi76" sourceRef="Task_0y9uw1p" targetRef="Task_119ly15" />
+    <bpmn:sequenceFlow id="SequenceFlow_031fg3c" sourceRef="ParallelGateway_01qds1e" targetRef="Task_1bfhgzp" />
+    <bpmn:sequenceFlow id="SequenceFlow_0hnt56e" sourceRef="ParallelGateway_01qds1e" targetRef="Task_0kwa2j1" />
+    <bpmn:sequenceFlow id="SequenceFlow_11vr62l" sourceRef="ParallelGateway_01qds1e" targetRef="Task_0y9uw1p" />
+    <bpmn:sequenceFlow id="SequenceFlow_1fo5gt5" sourceRef="Task_12tumtx" targetRef="ParallelGateway_01qds1e" />
+    <bpmn:sequenceFlow id="SequenceFlow_17m5ap9" name="ja" sourceRef="ExclusiveGateway_0h843nz" targetRef="SubProcess_1dtme63" />
+    <bpmn:sequenceFlow id="SequenceFlow_1n40c3q" name="nein" sourceRef="ExclusiveGateway_0h843nz" targetRef="Task_0ww3hpw" />
+    <bpmn:sequenceFlow id="SequenceFlow_1sc36pc" sourceRef="SubProcess_1dtme63" targetRef="Task_0ww3hpw" />
+    <bpmn:sequenceFlow id="SequenceFlow_1jrj4lr" sourceRef="Task_0ww3hpw" targetRef="EndEvent_12batkg" />
+    <bpmn:sequenceFlow id="SequenceFlow_1dw36kv" sourceRef="StartEvent_194v572" targetRef="Task_12tumtx" />
+    <bpmn:startEvent id="StartEvent_194v572" name="Eingang Benachrichtigung über Ticket-Eingang">
+      <bpmn:outgoing>SequenceFlow_1dw36kv</bpmn:outgoing>
+      <bpmn:messageEventDefinition />
+    </bpmn:startEvent>
+    <bpmn:textAnnotation id="TextAnnotation_1k8bd8m">    <bpmn:text><![CDATA[Primary:
+- Anlegen/Sperren von E-Mail Adressen
+- Änderungen an Verteilerlisten
+Secondary:
+- alles andere z.B. Passwort Reset, sonstige sicherheitsrelevante Anfrage, etc.]]></bpmn:text>
+</bpmn:textAnnotation>
+    <bpmn:textAnnotation id="TextAnnotation_1mhlj97">    <bpmn:text><![CDATA[Rechnungsgruppe 1:
+Spanien, Spanien (Adconion), UK (Adconion), Mexico, Brasilien]]></bpmn:text>
+</bpmn:textAnnotation>
+    <bpmn:textAnnotation id="TextAnnotation_1tkohjd">    <bpmn:text><![CDATA[Rechnungsgruppe 2:
+Deutschland, Niederlande, Nordics]]></bpmn:text>
+</bpmn:textAnnotation>
+    <bpmn:textAnnotation id="TextAnnotation_0iw2lmx">    <bpmn:text>Ticket wurde entgegengenommen und wird bearbeitet</bpmn:text>
+</bpmn:textAnnotation>
+    <bpmn:association id="Association_007iw4v" sourceRef="Task_0p4h0ma" targetRef="TextAnnotation_1k8bd8m" />
+    <bpmn:association id="Association_1x2z1ad" sourceRef="Task_119ly15" targetRef="TextAnnotation_1mhlj97" />
+    <bpmn:association id="Association_0gepdjh" sourceRef="Task_119ly15" targetRef="TextAnnotation_1tkohjd" />
+    <bpmn:association id="Association_0ydyxea" sourceRef="Task_1bfhgzp" targetRef="TextAnnotation_0iw2lmx" />
+  </bpmn:process>
+  <bpmn:process id="Process_1" isExecutable="false">
+    <bpmn:startEvent id="StartEvent_08t7f2j" name="Mitarbeiter hat Passwort vergessen">
+      <bpmn:outgoing>SequenceFlow_06fi6h5</bpmn:outgoing>
+    </bpmn:startEvent>
+    <bpmn:startEvent id="StartEvent_0cfeh96" name="Mitarbeiter gekündigt">
+      <bpmn:outgoing>SequenceFlow_0d1nz47</bpmn:outgoing>
+    </bpmn:startEvent>
+    <bpmn:startEvent id="StartEvent_1" name="neuer Mitarbeiter">
+      <bpmn:outgoing>SequenceFlow_09zac5b</bpmn:outgoing>
+    </bpmn:startEvent>
+    <bpmn:task id="Task_130ydeu" name="Mail an support@conversis.de schreiben">
+      <bpmn:incoming>SequenceFlow_06fi6h5</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_1gtbgye</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_0d1nz47</bpmn:incoming>
+      <bpmn:incoming>SequenceFlow_09zac5b</bpmn:incoming>
+      <bpmn:outgoing>SequenceFlow_087u2xy</bpmn:outgoing>
+    </bpmn:task>
+    <bpmn:startEvent id="StartEvent_10doogo" name="sonstige sicherheitsrelevante Anfrage">
+      <bpmn:outgoing>SequenceFlow_1gtbgye</bpmn:outgoing>
+    </bpmn:startEvent>
+    <bpmn:endEvent id="EndEvent_0fhr12s" name="Ausgang Support-Anfrage">
+      <bpmn:incoming>SequenceFlow_087u2xy</bpmn:incoming>
+      <bpmn:messageEventDefinition />
+    </bpmn:endEvent>
+    <bpmn:sequenceFlow id="SequenceFlow_06fi6h5" sourceRef="StartEvent_08t7f2j" targetRef="Task_130ydeu" />
+    <bpmn:sequenceFlow id="SequenceFlow_0d1nz47" sourceRef="StartEvent_0cfeh96" targetRef="Task_130ydeu" />
+    <bpmn:sequenceFlow id="SequenceFlow_09zac5b" sourceRef="StartEvent_1" targetRef="Task_130ydeu" />
+    <bpmn:sequenceFlow id="SequenceFlow_1gtbgye" sourceRef="StartEvent_10doogo" targetRef="Task_130ydeu" />
+    <bpmn:sequenceFlow id="SequenceFlow_087u2xy" sourceRef="Task_130ydeu" targetRef="EndEvent_0fhr12s" />
+  </bpmn:process>
+  <bpmndi:BPMNDiagram id="BPMNDiagram_1">
+    <bpmndi:BPMNPlane id="BPMNPlane_1" bpmnElement="Collaboration_1y59pv9">
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="Task_1hbgokl_di" bpmnElement="Task_1hbgokl">
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="Participant_0pf1ar9_di" bpmnElement="Participant_0pf1ar9">
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNShape id="SendTask_1ryy2cu_di" bpmnElement="SendTask_1ryy2cu">
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+      </bpmndi:BPMNShape>
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+      </bpmndi:BPMNShape>
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+      </bpmndi:BPMNShape>
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="ExclusiveGateway_1nq02l4_di" bpmnElement="ExclusiveGateway_1nq02l4" isMarkerVisible="true">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
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+      </bpmndi:BPMNShape>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNShape id="ParallelGateway_10e1sl7_di" bpmnElement="ParallelGateway_10e1sl7">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNEdge id="SequenceFlow_0clyaul_di" bpmnElement="SequenceFlow_0clyaul">
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNEdge id="SequenceFlow_0hvntts_di" bpmnElement="SequenceFlow_0hvntts">
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNShape id="Task_1tpuhfh_di" bpmnElement="Task_1tpuhfh">
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+      </bpmndi:BPMNShape>
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="ExclusiveGateway_0cax1xw_di" bpmnElement="ExclusiveGateway_0cax1xw" isMarkerVisible="true">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="Task_00vev3d_di" bpmnElement="Task_00vev3d">
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="Task_0lzkh16_di" bpmnElement="Task_0lzkh16">
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="ExclusiveGateway_0h843nz_di" bpmnElement="ExclusiveGateway_0h843nz" isMarkerVisible="true">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNEdge id="SequenceFlow_1n40c3q_di" bpmnElement="SequenceFlow_1n40c3q">
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNShape id="Task_0b0axmm_di" bpmnElement="Task_0b0axmm">
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="EndEvent_12batkg_di" bpmnElement="EndEvent_12batkg">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="Participant_10ffq4q_di" bpmnElement="Participant_10ffq4q">
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+      </bpmndi:BPMNShape>
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNShape id="StartEvent_10doogo_di" bpmnElement="StartEvent_10doogo">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
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+        <bpmndi:BPMNLabel>
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+      </bpmndi:BPMNShape>
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+      <bpmndi:BPMNShape id="TextAnnotation_0iw2lmx_di" bpmnElement="TextAnnotation_0iw2lmx">
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNEdge id="Association_0ydyxea_di" bpmnElement="Association_0ydyxea">
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+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNEdge id="SequenceFlow_0rlszzv_di" bpmnElement="SequenceFlow_0rlszzv">
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNEdge id="SequenceFlow_09txca9_di" bpmnElement="SequenceFlow_09txca9">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNEdge id="SequenceFlow_1ipp3oe_di" bpmnElement="SequenceFlow_1ipp3oe">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNShape id="ReceiveTask_12b8wud_di" bpmnElement="ReceiveTask_12b8wud">
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+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNEdge id="SequenceFlow_01nurhf_di" bpmnElement="SequenceFlow_01nurhf">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNEdge id="SequenceFlow_19nv1q9_di" bpmnElement="SequenceFlow_19nv1q9">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNEdge id="SequenceFlow_087u2xy_di" bpmnElement="SequenceFlow_087u2xy">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNShape id="EndEvent_1gr4rkf_di" bpmnElement="EndEvent_0fhr12s">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNEdge id="SequenceFlow_1qvir7o_di" bpmnElement="SequenceFlow_1qvir7o">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNShape id="StartEvent_0b46h7f_di" bpmnElement="StartEvent_0rl109i">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNEdge id="SequenceFlow_0txpap2_di" bpmnElement="SequenceFlow_0txpap2">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNShape id="EndEvent_1jq1tvn_di" bpmnElement="EndEvent_0mjx7nm">
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+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
+      <bpmndi:BPMNEdge id="SequenceFlow_1dw36kv_di" bpmnElement="SequenceFlow_1dw36kv">
+        <di:waypoint xsi:type="dc:Point" x="696" y="706" />
+        <di:waypoint xsi:type="dc:Point" x="741" y="706" />
+        <bpmndi:BPMNLabel>
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+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNEdge>
+      <bpmndi:BPMNShape id="StartEvent_00e0c79_di" bpmnElement="StartEvent_194v572">
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+        <bpmndi:BPMNLabel>
+          <dc:Bounds x="633" y="724" width="89" height="49" />
+        </bpmndi:BPMNLabel>
+      </bpmndi:BPMNShape>
+    </bpmndi:BPMNPlane>
+  </bpmndi:BPMNDiagram>
+</bpmn:definitions>
+</bpmnio>