flowchart TD
    A([👤 User Reports Issue]) --> B[📝 Gather Information]
    B --> C[🔍 Identify Symptoms]
    C --> D[✅ Check Basics<br/>Power • Network • Login • Restart]
    D --> E[🧠 Find Root Cause]
    E --> F[🔧 Apply Resolution]
    F --> G[🧪 Test & Verify]
    G --> H{Issue<br/>Fixed?}
    H -- Yes --> I[📚 Document the Solution]
    I --> J([🎉 Close Ticket])
    H -- No --> K([⬆️ Escalate to L2 / L3])
    K --> E

    classDef start fill:#2563eb,stroke:#1e40af,color:#fff,stroke-width:2px
    classDef gather fill:#ede9fe,stroke:#7c3aed,color:#1f2937
    classDef basic fill:#0ea5e9,stroke:#0369a1,color:#fff
    classDef root fill:#ec4899,stroke:#9d174d,color:#fff
    classDef fix fill:#f97316,stroke:#c2410c,color:#fff
    classDef test fill:#facc15,stroke:#a16207,color:#1f2937
    classDef decision fill:#1f2937,stroke:#6b7280,color:#fff
    classDef done fill:#16a34a,stroke:#166534,color:#fff,stroke-width:2px
    classDef esc fill:#dc2626,stroke:#991b1b,color:#fff,stroke-width:2px

    class A start
    class B,C gather
    class D basic
    class E root
    class F fix
    class G test
    class H decision
    class I,J done
    class K esc

flowchart LR
    U([👤 User]) --> L1[L1<br/>Service Desk]
    L1 -->|Not resolved| L2[L2<br/>Technical Support]
    L2 -->|Not resolved| L3[L3<br/>Specialist / Vendor]
    L1 -->|Resolved| C([✅ Closed])
    L2 -->|Resolved| C
    L3 -->|Resolved| C

    classDef user fill:#2563eb,color:#fff,stroke:#1e40af
    classDef lvl fill:#ede9fe,color:#1f2937,stroke:#7c3aed
    classDef ok fill:#16a34a,color:#fff,stroke:#166534
    class U user
    class L1,L2,L3 lvl
    class C ok