eQuizShow

AL specific training

Intake

Question: What are the status of an intake?
Answer: Open and closed.

Question: Where can we find the computer name in the ticket?
Answer: In the Confirugation item field.

Question: What is the purpose of an intake?
Answer: First contact with user

Question: How can an intake be created?
Answer: If user is calling the Helpdesk/ If user submits a ticket using "Get Help" on My IT Corner.

Question: What do we have to write as Short description?
Answer: Application - problem

Incident

Question: According to the process for how many days can agent put the ticket on pending awaiting customer when the user doesn't answer the call?
Answer: For 3 business days.

Question: Which ticket can be reopened?
Answer: All resolved INCXXXXXXX.

Question: What has to be done if you need more information from a user to resolve a ticket?
Answer: Try to call the user. If the user doesn't answer, send a mail to the user and put the ticket to pending awaiting customer.

Question: What are the priority levels of an Incident?
Answer: P1

Question: When will user receive a ticket number and a notification?
Answer: Once next button was used in the intake and ticket was saved.

Ad Hoc Request

Question: What is the main objective of ad hoc request?
Answer: To manage user assistance situation, to provide information to user.

Question: Is it possible to assign an Ad Hoc request to a support group?
Answer: No.

Question: What are the status of an Ad Hoc Request?
Answer: Open/Work in progress/Pending/Closed/Cancelled.

Question: What will be the situation when you guide the user to raise a request in CARM?
Answer: How-To/Question [Ad Hoc Request]

Question: What to do with the Ad Hoc Request after solving the user's problem?
Answer: Close the Ad Hoc Request and fulfill the resolution note.

Request

Question: How can a user raise a request?
Answer: By clicking on “IT Services” on My IT Corner.

Question: Which template should we use when the user needs assistance to create a request on the portal?
Answer: 0_EU[My IT corner] Assistance

Question: Who can use "Get help" on My IT Portal?
Answer: Everyone.

Question: How many Catalog Tasks are related to a request?
Answer: As many as the number of resolver groups that have to take action throughout the resolution.

Question: What are the status of the REQxxxx?
Answer: Awaiting approval/Approved/Denied.

ESS

Question: What is an ESS?
Answer: A ticket opened by the user on the web interface (My IT Corner).

Question: What has to be done first when you are the ESS responsible?
Answer: Assign the intake to you.

Question: In how many hours should we manage an ESS?
Answer: In 4 hours.

Question: What to do when you have an ESS and you need more information for its resolution?
Answer: Call the user.

Question: How do you know that you are the ESS responsible?
Answer: FR team: it will be written on the monitor.

OL team: the team leader will send a mail with the schedule every Monday.