Explain Knowledge

Question 1

What is a Support Request? Give an example

Answer 1

A request for support from a user, the default issue type for tickets generated via email
Example: A user sends in an issue via an email

Question 2

What is a Service Request? Give an example

Answer 2

A request for how to do something or for something where the service is not affected
Example: Assistance retrieving passwords or accessing reports

Question 3

What is a Change Request? Give an example

Answer 3

A request for a change to an application
Example: Requesting an installation of an updated product version

Question 4

What is an Event Request? Give an example

Answer 4

A request made via automated system message
Example: Watchdog Alerts, TheraDoc Alerts

Question 5

What is an Incident? Give an example

Answer 5

An incident is a system outage or disruption of service
Example: Bug Reports, problems with a server

Question 6

In the Service Desk, how would you indicate that an issue contains ePHI?

Answer 6

Edit -> Advanced tab -> Issue Alerts section -> Check “Contains HIPPA” box
If the PHI violates the Privacy Policy: Workflow drop-down -> select Report Privacy Violation -> enter comments -> press Update

Question 7

Explain the standard pagination syntax to encrypt an escalation document

Answer 7

Lowercase 4-character product code and Ticket number, with no spaces
Example: thdc123456

Question 8

Explain the process of transferring a call to another team

Answer 8

1. Send a message in Teams chat about the customer, wait for a response
2. Press the More actions button then Consult then transfer
3. Update the team member on the issue and the customer
4. Press Transfer to transfer the customer and drop out of the call

Question 9

What is the expectation of 1st response?

Answer 9

Sending a response email to the reporter or making a public comment on the ticket within one hour of its creation

Question 10

What is the expectation of a follow-up response on a Medium priority issue?

Answer 10

Sending an email response or external comment within 33 hours of the customer’s response

Question 11

What is the expectation of a follow-up response on a High priority issue?

Answer 11

Sending an email response or external comment within 22 hours of the customer’s response

Question 12

What is the expectation of a follow-up response on a Critical priority issue?

Answer 12

Sending an email response or external comment within 2 hours of the customer’s response

Question 13

What is the expectation of resolution/escalation?

Answer 13

Issues must be resolved or escalated within 14 calendar days of their creation

Question 14

Explain the 1-2-3 process

Answer 14

This provides a process for non-responsive users. Tickets are placed on hold #1 for one business day, hold #2 for two more business days, and hold #3 as the final hold for three more business days. During this time, we will try to get in contact through email, teams, and phone calls.

Question 15

Explain how to process a critical/patient safety issue once it has been identified in the Service Desk

Answer 15

1. Change the Patient Safety field to “Yes” to report the ticket to executive management.
2. Notify my TIS manager and then PLM management by phone.
3. Contact the customer by phone to advise them you are setting up a conference call.
4. Create a conference call meeting and record it.
5. Send an email to patient safety from JETI in the ticket with the subject “PATIENT SAFETY IMPACT.”
6. Get on the call and discuss the issue, at the end ensure the PLM is awayre they are leading the effort
7. Escalate to PLM

Question 16

What is the name of the VA’s ticketing system, and how do you access it?

Answer 16

The VA ticketing system, YourIT/SNOW, is accessed via the VACO desktop

Question 17

Where would you find the information that explains what TIS teams cover which product?

Answer 17

The product cheat sheet KBA in Confluence