Trouble ticket system - BPMN 2.0 diagram

This BPMN (Business Process Model and Notation) diagram sample illustrates the issue tracking system workflow.
"An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues, as needed by an organization. Issue tracking systems are commonly used in an organization's customer support call center to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. An issue tracking system often also contains a knowledge base containing information on each customer, resolutions to common problems, and other such data. An issue tracking system is similar to a "bugtracker", and often, a software company will sell both, and some bugtrackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or bug tracking system is considered one of the "hallmarks of a good software team".
A ticket element, within an issue tracking system, is a running report on a particular problem, its status, and other relevant data. They are commonly created in a help desk or call center environment and almost always have a unique reference number, also known as a case, issue or call log number which is used to allow the user or help staff to quickly locate, add to or communicate the status of the user's issue or request.
These tickets are so called because of their origin as small cards within a traditional wall mounted work planning system when this kind of support started. Operators or staff receiving a call or query from a user would fill out a small card with the user's details and a brief summary of the request and place it into a position (usually the last) in a column of pending slots for an appropriate engineer, so determining the staff member who would deal with the query and the priority of the request." [Issue tracking system. Wikipedia]
The business process modeling diagram example "Trouble ticket system - BPMN 2.0 diagram" was designed using the ConceptDraw PRO diagramming and vector drawing software extended with the Business Process Diagram solution from the Business Processes area of ConceptDraw Solution Park.

The vector stencils library "Activities" contains 35 symbols for drawing business process diagrams (Business Process Model and Notation) using the ConceptDraw PRO diagramming and vector drawing software.
"An activity is represented with a rounded-corner rectangle and describes the kind of work which must be done. Task. A task represents a single unit of work that is not or cannot be broken down to a further level of business process detail without diagramming the steps in a procedure (which is not the purpose of BPMN). Sub-process. Used to hide or reveal additional levels of business process detail. When collapsed, a sub-process is indicated by a plus sign against the bottom line of the rectangle; when expanded, the rounded rectangle expands to show all flow objects, connecting objects, and artifacts. Has its own self-contained start and end events; sequence flows from the parent process must not cross the boundary. Transaction. A form of sub-process in which all contained activities must be treated as a whole; i.e., they must all be completed to meet an objective, and if any one of them fails, they must all be compensated (undone). Transactions are differentiated from expanded sub-processes by being surrounded by a double border. Call Activity. A point in the process where a global process or a global Task is reused. A call activity is differentiated from other activity types by a bolded border around the activity area." [Business Process Model and Notation. Wikipedia]
The shapes example "Design elements - Activities BPMN 2.0" is included in the Business Process Diagram solution from the Business Processes area of ConceptDraw Solution Park.