Demonstrate Knowledge

Question 1

How do you link a KBA in JIRA?

Answer 1

More drop-down -> Link -> select Confluence Page -> paste KBA url

Question 2

What steps are needed once a SNOW issue notification is received?

Answer 2

1. Reply to the YourIT email to notify other team members I’m working on the ticket
2. Assign the SNOW ticket to myself by selecting my name in the Assigned To field
3. Create a corresponding JIRA ticket
4. Work both tickets, updating each with external communications and developments

Question 3

What fields need to be filled on the JIRA issue?

Answer 3

Add the SNOW ticket number to the Partner Ticket field in the Advanced tab

Question 4

What fields and information need to be filled out in the SNOW issue?

Answer 4

Add the JIRA ticket number to the External System Ticket field in the Related Records tab

Question 5

When do you resolve a SNOW issue?

Answer 5

After the JIRA ticket is resolved, send an email for confirmation of closing to the user from within the SNOW ticket

Question 6

How do you resolve a SNOW issue?

Answer 6

Select the appropriate type in the Resolution Code drop-down within the Closure Information tab

Question 7

How to re-assign a SNOW issue?

Answer 7

Change the group name in the Assignment Group field

Question 8

How to search and find the correct SNOW group to work the issue in SNOW

Answer 8

Check the site IT KB and look for the appropriate team listed or reach out to COTS if it’s VistA