Lesson 12 Chapter 1 - Ticketing Systems

Question 1

What are the 3 types of categories a ticket may be assigned?

P, I, P

Answer 1

1. Provisioning
2. Incident
3. Problem

Question 2

Describe the 3 categories a ticket my be assigned

P,I,P

Answer 2

1. Provisioning/Procurement - any routine tasks such as setting up new user accounts, installing and configuring hardware or software, setups
2. Incident - Any failures, errors, or situations that the end user wasn’t able to resolve by themselves (Sub Categories S, U, DT)
3. Problem - Records reports of incidents that need further investigation (generated by support staff)

Question 3

When a ticket is escalated to a higher authority, it needs to follow what policy?

Answer 3

The organization’s escalation policy

Question 4

What are the 3 Severity levels in the Incident subcategory of a ticket?

C, M, M

Answer 4

1. Critical (affects many, network device failure, data breach)
2. Major (affects a limited amount of users, in-house security event)
3. Mild (affect a single user)

Question 5

What are 7 things that a successful escalation policy includes?

A de, Docu, The tr, An ef, Docu, Trac, Tic

Answer 5

1. A definition of the issues that require escalation
2. Documentation of the escalation of a ticket
3. The tracking process of an escalated ticket
4. An effort to keep the ticket initiator informed
5. Documentation of the resolution of the issue
6. Tracking the history of escalated tickets
7. Ticket initiator feedback

Question 6

What are the 3 primary ticket fields that must be completed during the life cycle of a ticket?

PD, P, R

Answer 6

1. Problem Description
2. Process
3. Resolution

Question 7

Describe each primary ticket field that’s completed during the life cycle of a ticket (3)

PD, P, R

Answer 7

1. Problem Description - describe the problem including details collected from the reporting party (end-user)
2. Progress - Report troubleshooting, diagnostic, and testing performed to identify, verify, and isolate the problem(s) confirming the resolution of the issue
3. Resolution - An action plan to solve the issue, the progress and results of the plan, and the testing performed to verify the resolution and the results of a full system test (includes end user’s acceptance, and document any lingering issues and reference a new ticket if need to open a new one)