<?xml version="1.0" encoding="UTF-8"?>
<bpmn:definitions xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:bpmn="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" xmlns:bioc="http://bpmn.io/schema/bpmn/biocolor/1.0" xmlns:color="http://www.omg.org/spec/BPMN/non-normative/color/1.0" id="Definitions_incident_management" targetNamespace="http://bpmn.io/schema/bpmn">
  <bpmn:collaboration id="Collaboration_incident_management">
    <bpmn:participant id="Participant_incident_management" name="Incident Management" processRef="Process_incident_management" />
  </bpmn:collaboration>
  <bpmn:process id="Process_incident_management" name="Incident Management" isExecutable="true">
    <bpmn:laneSet id="LaneSet_incident_management">
      <bpmn:lane id="Lane_1" name="Service Desk"><bpmn:flowNodeRef>Start</bpmn:flowNodeRef><bpmn:flowNodeRef>Record</bpmn:flowNodeRef><bpmn:flowNodeRef>Major</bpmn:flowNodeRef><bpmn:flowNodeRef>Resolve</bpmn:flowNodeRef><bpmn:flowNodeRef>Join</bpmn:flowNodeRef><bpmn:flowNodeRef>Confirm</bpmn:flowNodeRef><bpmn:flowNodeRef>Close</bpmn:flowNodeRef><bpmn:flowNodeRef>End</bpmn:flowNodeRef></bpmn:lane>
      <bpmn:lane id="Lane_2" name="2nd Level Support"><bpmn:flowNodeRef>Split</bpmn:flowNodeRef><bpmn:flowNodeRef>Restore</bpmn:flowNodeRef><bpmn:flowNodeRef>JoinMajor</bpmn:flowNodeRef></bpmn:lane>
      <bpmn:lane id="Lane_3" name="Incident Manager"><bpmn:flowNodeRef>Inform</bpmn:flowNodeRef></bpmn:lane>
    </bpmn:laneSet>
    <bpmn:startEvent id="Start" name="Incident reported"><bpmn:outgoing>Flow_1</bpmn:outgoing></bpmn:startEvent>
    <bpmn:userTask id="Record" name="Record and classify the incident"><bpmn:incoming>Flow_1</bpmn:incoming><bpmn:outgoing>Flow_2</bpmn:outgoing></bpmn:userTask>
    <bpmn:exclusiveGateway id="Major" name="Major incident?" default="Flow_3"><bpmn:incoming>Flow_2</bpmn:incoming><bpmn:outgoing>Flow_3</bpmn:outgoing><bpmn:outgoing>Flow_4</bpmn:outgoing></bpmn:exclusiveGateway>
    <bpmn:userTask id="Resolve" name="Diagnose and resolve the incident"><bpmn:incoming>Flow_3</bpmn:incoming><bpmn:outgoing>Flow_9</bpmn:outgoing></bpmn:userTask>
    <bpmn:parallelGateway id="Split"><bpmn:incoming>Flow_4</bpmn:incoming><bpmn:outgoing>Flow_5</bpmn:outgoing><bpmn:outgoing>Flow_6</bpmn:outgoing></bpmn:parallelGateway>
    <bpmn:userTask id="Restore" name="Restore the service"><bpmn:incoming>Flow_5</bpmn:incoming><bpmn:outgoing>Flow_7</bpmn:outgoing></bpmn:userTask>
    <bpmn:userTask id="Inform" name="Inform the stakeholders"><bpmn:incoming>Flow_6</bpmn:incoming><bpmn:outgoing>Flow_8</bpmn:outgoing></bpmn:userTask>
    <bpmn:parallelGateway id="JoinMajor"><bpmn:incoming>Flow_7</bpmn:incoming><bpmn:incoming>Flow_8</bpmn:incoming><bpmn:outgoing>Flow_10</bpmn:outgoing></bpmn:parallelGateway>
    <bpmn:exclusiveGateway id="Join"><bpmn:incoming>Flow_9</bpmn:incoming><bpmn:incoming>Flow_10</bpmn:incoming><bpmn:outgoing>Flow_11</bpmn:outgoing></bpmn:exclusiveGateway>
    <bpmn:userTask id="Confirm" name="Confirm the solution with the user"><bpmn:incoming>Flow_11</bpmn:incoming><bpmn:outgoing>Flow_12</bpmn:outgoing></bpmn:userTask>
    <bpmn:userTask id="Close" name="Document and close the incident"><bpmn:incoming>Flow_12</bpmn:incoming><bpmn:outgoing>Flow_13</bpmn:outgoing></bpmn:userTask>
    <bpmn:endEvent id="End" name="Incident closed"><bpmn:incoming>Flow_13</bpmn:incoming></bpmn:endEvent>
    <bpmn:sequenceFlow id="Flow_1" sourceRef="Start" targetRef="Record" />
    <bpmn:sequenceFlow id="Flow_2" sourceRef="Record" targetRef="Major" />
    <bpmn:sequenceFlow id="Flow_3" name="No" sourceRef="Major" targetRef="Resolve" />
    <bpmn:sequenceFlow id="Flow_4" name="Yes" sourceRef="Major" targetRef="Split"><bpmn:conditionExpression xsi:type="bpmn:tFormalExpression">${pi.fields.labels.includes('major-incident')}</bpmn:conditionExpression></bpmn:sequenceFlow>
    <bpmn:sequenceFlow id="Flow_5" sourceRef="Split" targetRef="Restore" />
    <bpmn:sequenceFlow id="Flow_6" sourceRef="Split" targetRef="Inform" />
    <bpmn:sequenceFlow id="Flow_7" sourceRef="Restore" targetRef="JoinMajor" />
    <bpmn:sequenceFlow id="Flow_8" sourceRef="Inform" targetRef="JoinMajor" />
    <bpmn:sequenceFlow id="Flow_9" sourceRef="Resolve" targetRef="Join" />
    <bpmn:sequenceFlow id="Flow_10" sourceRef="JoinMajor" targetRef="Join" />
    <bpmn:sequenceFlow id="Flow_11" sourceRef="Join" targetRef="Confirm" />
    <bpmn:sequenceFlow id="Flow_12" sourceRef="Confirm" targetRef="Close" />
    <bpmn:sequenceFlow id="Flow_13" sourceRef="Close" targetRef="End" />
  </bpmn:process>
  <bpmndi:BPMNDiagram id="Diagram_incident_management">
    <bpmndi:BPMNPlane id="Plane_incident_management" bpmnElement="Collaboration_incident_management">
      <bpmndi:BPMNShape id="Participant_incident_management_di" bpmnElement="Participant_incident_management" isHorizontal="true"><dc:Bounds x="160" y="80" width="1940" height="420" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Lane_1_di" bpmnElement="Lane_1" isHorizontal="true"><dc:Bounds x="190" y="80" width="1910" height="140" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Lane_2_di" bpmnElement="Lane_2" isHorizontal="true"><dc:Bounds x="190" y="220" width="1910" height="140" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Lane_3_di" bpmnElement="Lane_3" isHorizontal="true"><dc:Bounds x="190" y="360" width="1910" height="140" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Start_di" bpmnElement="Start"><dc:Bounds x="282" y="132" width="36" height="36" /><bpmndi:BPMNLabel><dc:Bounds x="250" y="174" width="100" height="27" /></bpmndi:BPMNLabel></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Record_di" bpmnElement="Record" bioc:stroke="#1e88e5" bioc:fill="#bbdefb" color:background-color="#bbdefb" color:border-color="#1e88e5"><dc:Bounds x="425" y="110" width="150" height="80" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Major_di" bpmnElement="Major" isMarkerVisible="true"><dc:Bounds x="675" y="125" width="50" height="50" /><bpmndi:BPMNLabel><dc:Bounds x="597" y="93" width="90" height="27" /></bpmndi:BPMNLabel></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Resolve_di" bpmnElement="Resolve" bioc:stroke="#1e88e5" bioc:fill="#bbdefb" color:background-color="#bbdefb" color:border-color="#1e88e5"><dc:Bounds x="825" y="110" width="150" height="80" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Split_di" bpmnElement="Split"><dc:Bounds x="675" y="265" width="50" height="50" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Restore_di" bpmnElement="Restore" bioc:stroke="#43a047" bioc:fill="#c8e6c9" color:background-color="#c8e6c9" color:border-color="#43a047"><dc:Bounds x="825" y="250" width="150" height="80" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Inform_di" bpmnElement="Inform" bioc:stroke="#fb8c00" bioc:fill="#ffe0b2" color:background-color="#ffe0b2" color:border-color="#fb8c00"><dc:Bounds x="825" y="390" width="150" height="80" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="JoinMajor_di" bpmnElement="JoinMajor"><dc:Bounds x="1075" y="265" width="50" height="50" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Join_di" bpmnElement="Join" isMarkerVisible="true"><dc:Bounds x="1275" y="125" width="50" height="50" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Confirm_di" bpmnElement="Confirm" bioc:stroke="#1e88e5" bioc:fill="#bbdefb" color:background-color="#bbdefb" color:border-color="#1e88e5"><dc:Bounds x="1425" y="110" width="150" height="80" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Close_di" bpmnElement="Close" bioc:stroke="#1e88e5" bioc:fill="#bbdefb" color:background-color="#bbdefb" color:border-color="#1e88e5"><dc:Bounds x="1625" y="110" width="150" height="80" /></bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="End_di" bpmnElement="End"><dc:Bounds x="1882" y="132" width="36" height="36" /><bpmndi:BPMNLabel><dc:Bounds x="1850" y="174" width="100" height="27" /></bpmndi:BPMNLabel></bpmndi:BPMNShape>
      <bpmndi:BPMNEdge id="Flow_1_di" bpmnElement="Flow_1"><di:waypoint x="318" y="150" /><di:waypoint x="425" y="150" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_2_di" bpmnElement="Flow_2"><di:waypoint x="575" y="150" /><di:waypoint x="675" y="150" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_3_di" bpmnElement="Flow_3"><di:waypoint x="725" y="150" /><di:waypoint x="825" y="150" /><bpmndi:BPMNLabel><dc:Bounds x="733" y="130" width="30" height="14" /></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_4_di" bpmnElement="Flow_4"><di:waypoint x="700" y="175" /><di:waypoint x="700" y="265" /><bpmndi:BPMNLabel><dc:Bounds x="710" y="213" width="30" height="14" /></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_5_di" bpmnElement="Flow_5"><di:waypoint x="725" y="290" /><di:waypoint x="825" y="290" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_6_di" bpmnElement="Flow_6"><di:waypoint x="700" y="315" /><di:waypoint x="700" y="430" /><di:waypoint x="825" y="430" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_7_di" bpmnElement="Flow_7"><di:waypoint x="975" y="290" /><di:waypoint x="1075" y="290" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_8_di" bpmnElement="Flow_8"><di:waypoint x="975" y="430" /><di:waypoint x="1100" y="430" /><di:waypoint x="1100" y="315" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_9_di" bpmnElement="Flow_9"><di:waypoint x="975" y="150" /><di:waypoint x="1275" y="150" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_10_di" bpmnElement="Flow_10"><di:waypoint x="1125" y="290" /><di:waypoint x="1300" y="290" /><di:waypoint x="1300" y="175" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_11_di" bpmnElement="Flow_11"><di:waypoint x="1325" y="150" /><di:waypoint x="1425" y="150" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_12_di" bpmnElement="Flow_12"><di:waypoint x="1575" y="150" /><di:waypoint x="1625" y="150" /></bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_13_di" bpmnElement="Flow_13"><di:waypoint x="1775" y="150" /><di:waypoint x="1882" y="150" /></bpmndi:BPMNEdge>
    </bpmndi:BPMNPlane>
  </bpmndi:BPMNDiagram>
</bpmn:definitions>
