An agent is unable to resolve tickets in a project. What is the most likely reason?

Their notification settings are turned off

Their role does not have the 'Resolve Issues' permission

Their time zone is set incorrectly

The project has no request types

An agent works remotely from a different country and wants to see ticket timestamps in their local time zone. They also want to stop receiving email notifications for every comment added to a ticket, but still want to be notified when a ticket is assigned to them. Where should the agent make these changes?

In the queue settings for the project

In the project's notification scheme

In the agent's personal preferences under their profile

In the SLA settings of the project

An agent is going on vacation and wants to stop receiving email notifications for all ticket activity while they are away, but they do not want to lose access to the tickets. What should the agent do?

Ask the admin to disable their account

Change their email address to an invalid one

Remove themselves from all queues

Set their notification preferences to 'Mute all email notifications'

What is the primary purpose of agent settings in Jira Service Management?

To personalize the agent's own working environment

To manage customer account details

To configure project-level workflow rules

To define SLA targets for the service desk

An agent is receiving too many email notifications for every change on tickets they are watching. They want to receive emails only when a ticket is assigned to them or when a customer replies to their comment. What should the agent configure?

Their personal notification preferences

The project's notification scheme

Jira Service Management Agent Essentials (ACA-925)

Domain 1Objective 2

Manage Agent Settings and Access ACA-925 Practice Questions (Page 3)

Part of the Navigation, Settings and Access domain, which makes up ~23% of our current practice bank.

31questions here

7free pages

8concepts

Questions 11–15

11foundation · medium
An agent is unable to resolve tickets in a project. What is the most likely reason?
Select an answer first
12application · medium
An agent works remotely from a different country and wants to see ticket timestamps in their local time zone. They also want to stop receiving email notifications for every comment added to a ticket, but still want to be notified when a ticket is assigned to them. Where should the agent make these changes?
Select an answer first
13application · medium
An agent is going on vacation and wants to stop receiving email notifications for all ticket activity while they are away, but they do not want to lose access to the tickets. What should the agent do?
Select an answer first
14foundation · medium
What is the primary purpose of agent settings in Jira Service Management?
Select an answer first
15application · medium
An agent is receiving too many email notifications for every change on tickets they are watching. They want to receive emails only when a ticket is assigned to them or when a customer replies to their comment. What should the agent configure?
Select an answer first

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