A ticket for a 'High' priority issue is assigned to a group, but no individual agent has claimed it. The SLA is at risk because the ticket has been unassigned for 2 hours. What is the best action to take?

Leave the ticket assigned to the group and wait for an agent to pick it up.

Send an email to the group asking someone to take the ticket.

Increase the priority to 'Critical' to make the ticket more visible to the group.

Assign the ticket to a specific agent in the group who is available to work on it.

What is the purpose of adding an internal note to a ticket in Jira Service Management?

To send a public reply to the customer

To change the ticket's priority

To share information with other agents without showing it to the customer

To automatically resolve the ticket

What is the purpose of an SLA (Service Level Agreement) timer in Jira Service Management?

To automatically close tickets after a certain time

To track the time taken to respond to and resolve tickets against agreed targets

To assign tickets to agents based on their workload

To change the priority of a ticket automatically

In Jira Service Management, what is the effect of assigning a ticket to a group?

The ticket is automatically resolved

The ticket is locked and cannot be edited

Any member of the group can take ownership of the ticket

The ticket is sent to the group's email address

A ticket has been in 'In Progress' status for several days. The assigned agent has not provided any updates, and the customer is asking for a status. What should you do first?

Add a comment to the ticket asking the assigned agent for an update, then reply to the customer with what you know.

Change the status to 'Waiting for Customer' to pause the SLA and then inform the customer.

Resolve the ticket as 'Done' because it has been in progress for too long.

Reassign the ticket to yourself, investigate the current state, and provide the customer with a status update.

Jira Service Management Agent Essentials (ACA-925)

Domain 2Objective 1

Manage Tickets ACA-925 Practice Questions (Page 2)

Part of the Ticket Management domain, which makes up ~19% of our current practice bank.

31questions here

7free pages

9concepts

Questions 6–10

6expert · hard
A ticket for a 'High' priority issue is assigned to a group, but no individual agent has claimed it. The SLA is at risk because the ticket has been unassigned for 2 hours. What is the best action to take?
Select an answer first
7foundation · easy
What is the purpose of adding an internal note to a ticket in Jira Service Management?
Select an answer first
8foundation · easy
What is the purpose of an SLA (Service Level Agreement) timer in Jira Service Management?
Select an answer first
9foundation · easy
In Jira Service Management, what is the effect of assigning a ticket to a group?
Select an answer first
10application · medium
A ticket has been in 'In Progress' status for several days. The assigned agent has not provided any updates, and the customer is asking for a status. What should you do first?
Select an answer first

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