Manage Tickets ACA-925 Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A ticket for a 'Password Reset' request has been open for 3 hours. The SLA for this request type is 4 hours to first response. The assigned agent is currently on a break and will not return for another hour. What should you do to ensure SLA compliance?

   • AReassign the ticket to another available agent who can provide a response before the SLA deadline.
   • BIncrease the priority to High so the SLA timer resets and gives more time.
   • CWait for the agent to return and then respond, since the SLA timer pauses during breaks.
   • DAdd an internal note to the ticket to stop the SLA clock.
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   A ticket for a critical application outage is assigned to you, but you are about to go on leave for two weeks. The outage is still under investigation. What is the best way to ensure the ticket continues to be handled while you are away?

   • AReassign the ticket to a colleague and add an internal note summarizing your investigation and next steps.
   • BChange the ticket's priority to Low so it can wait until you return without SLA pressure.
   • CResolve the ticket as 'In Progress' and let the system automatically reassign it to the next available agent.
   • DLeave the ticket assigned to yourself and add an internal note with your findings so you can pick it up when you return.
   Reveal Solution Discussion Select an answer first
4. 13foundation · easy

   What is the effect of changing a ticket's status in Jira Service Management?

   • AIt sends an email to the customer automatically
   • BIt moves the ticket to a different stage in the workflow
   • CIt deletes the ticket from the project
   • DIt automatically assigns the ticket to a new agent
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   You have resolved a ticket for a software bug, but the customer has not yet confirmed the fix works. The customer is waiting for a new release to test the fix. What is the appropriate status for this ticket?

   • AClosed, because the fix is ready and the ticket should be archived.
   • BIn Progress, because the customer hasn't confirmed the fix.
   • COpen, because the ticket is waiting for customer verification.
   • DResolved, because the fix has been implemented and the ticket is no longer being worked on.
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   Which field is typically required when creating a ticket manually in Jira Service Management?

   • APriority
   • BReporter
   • CSummary
   • DDue Date
   Reveal Solution Discussion Select an answer first