Lesson 12 Chapter 1 - Ticketing Systems Flashcards
1
Q
What are the 3 types of categories a ticket may be assigned?
P, I, P
A
- Provisioning
- Incident
- Problem
2
Q
Describe the 3 categories a ticket my be assigned
P,I,P
A
- Provisioning/Procurement - any routine tasks such as setting up new user accounts, installing and configuring hardware or software, setups
- Incident - Any failures, errors, or situations that the end user wasn’t able to resolve by themselves (Sub Categories S, U, DT)
- Problem - Records reports of incidents that need further investigation (generated by support staff)
3
Q
When a ticket is escalated to a higher authority, it needs to follow what policy?
A
The organization’s escalation policy
4
Q
What are the 3 Severity levels in the Incident subcategory of a ticket?
C, M, M
A
- Critical (affects many, network device failure, data breach)
- Major (affects a limited amount of users, in-house security event)
- Mild (affect a single user)
5
Q
What are 7 things that a successful escalation policy includes?
A de, Docu, The tr, An ef, Docu, Trac, Tic
A
- A definition of the issues that require escalation
- Documentation of the escalation of a ticket
- The tracking process of an escalated ticket
- An effort to keep the ticket initiator informed
- Documentation of the resolution of the issue
- Tracking the history of escalated tickets
- Ticket initiator feedback
6
Q
What are the 3 primary ticket fields that must be completed during the life cycle of a ticket?
PD, P, R
A
- Problem Description
- Process
- Resolution
7
Q
Describe each primary ticket field that’s completed during the life cycle of a ticket (3)
PD, P, R
A
- Problem Description - describe the problem including details collected from the reporting party (end-user)
- Progress - Report troubleshooting, diagnostic, and testing performed to identify, verify, and isolate the problem(s) confirming the resolution of the issue
- 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)