Manage Tickets ACA-925 Practice Questions (Page 1)

Questions 1–5

1. 1expert · hard

   A customer reports that they cannot log in to an application. You find that a related infrastructure ticket for a server outage is already open. The application team is working on the server issue. What is the best way to handle the customer's ticket?

   • AChange the customer's ticket priority to Low because it is dependent on another ticket.
   • BLink the customer's ticket as 'blocked by' the infrastructure ticket and set the customer's ticket to 'Waiting for Support'.
   • CResolve the customer's ticket as 'Duplicate' and add a comment pointing to the infrastructure ticket.
   • DMerge the customer's ticket into the infrastructure ticket to consolidate work.
   Reveal Solution Discussion Select an answer first
2. 2application · medium

   A ticket for a 'Low' priority issue has been open for a week without any agent activity. The customer is now escalating because the issue is preventing them from completing a critical report. What should you do?

   • AResolve the ticket as 'Won't Fix' because it has been open too long.
   • BKeep the priority as Low because the ticket type is 'Service Request' and the SLA is not breached.
   • CReassign the ticket to a different agent without changing the priority.
   • DIncrease the priority to High and add a comment explaining the new impact.
   Reveal Solution Discussion Select an answer first
4. 3foundation · easy

   In Jira Service Management, what happens when a customer sends an email to the project's email address?

   • AThe email is stored in a separate inbox and never becomes a ticket
   • BThe email is forwarded to all agents for manual ticket creation
   • CA new ticket is created automatically from the email content
   • DThe email is ignored unless an agent manually creates a ticket
   Reveal Solution Discussion Select an answer first
5. 4foundation · easy

   In Jira Service Management, which sequence correctly represents the typical lifecycle of a ticket from creation to closure?

   • AOpen → In Progress → Resolved → Closed
   • BCreated → Assigned → Closed → Resolved
   • CNew → Pending → Done → Cancelled
   • DReported → In Review → Completed → Archived
   Reveal Solution Discussion Select an answer first
6. 5foundation · easy

   How does categorizing a ticket help in Jira Service Management?

   • AIt locks the ticket to prevent edits
   • BIt automatically resolves the ticket
   • CIt helps route the ticket to the appropriate team and track common issues
   • DIt changes the ticket's priority
   Reveal Solution Discussion Select an answer first