Manage Tickets ACA-925 Practice Questions (Page 4)

Questions 16–20

1. 16foundation · easy

   What is the purpose of linking two tickets in Jira Service Management?

   • ATo merge the two tickets into one
   • BTo show a relationship between the tickets, such as one blocking another
   • CTo assign both tickets to the same agent
   • DTo copy the comments from one ticket to another
   Reveal Solution Discussion Select an answer first
2. 17application · medium

   A customer submits a request reporting that their VPN connection drops every few hours. While investigating, you discover the issue is actually caused by a recent firewall change, not the VPN client. You need to update the ticket to reflect the true cause and ensure the correct team handles it. What should you do?

   • AChange the reporter to the Network team lead and add an internal note about the firewall change.
   • BResolve the ticket as 'Won't Fix' and create a new ticket for the Network team to handle the firewall issue.
   • CAdd a comment explaining the firewall cause, change the component to 'Firewall', and reassign the ticket to the Network team.
   • DEdit the ticket's description to mention the firewall, change the priority to High, and assign it to the Network team.
   Reveal Solution Discussion Select an answer first
4. 18expert · hard

   A ticket was created via email with a low priority, but the customer later calls and explains that the issue is affecting all users in the finance department. The ticket is currently assigned to a junior agent. What should you do?

   • ACreate a new ticket with the correct priority and link it to the original.
   • BChange the priority to High but keep the assignment to the junior agent to let them gain experience.
   • CLeave the priority as Low because it was set by the email and the customer did not specify a priority.
   • DUpdate the priority to High, add a comment about the impact, and reassign to a senior agent.
   Reveal Solution Discussion Select an answer first
5. 19expert · hard

   A ticket for a 'Critical' priority issue is approaching its SLA breach time. The assigned agent is the only one with expertise, but they are currently on another critical ticket. The SLA is about to breach, and the customer is waiting for an update. What is the best action to take?

   • AReassign the ticket to another agent to distribute the workload, even if they lack expertise.
   • BIncrease the priority to 'Blocker' to reset the SLA timer.
   • CProvide a preliminary response to the customer acknowledging the issue and indicating that the expert is working on it.
   • DAdd an internal note to the ticket to document the situation and wait for the expert to finish.
   Reveal Solution Discussion Select an answer first
6. 20expert · hard

   A ticket for a software bug has been resolved, but the customer later reports the same issue still occurs. You investigate and find that the fix was incomplete. The original ticket is in 'Resolved' status. What should you do?

   • ALeave the original ticket as Resolved and add a comment to the customer explaining the fix was incomplete.
   • BCreate a new ticket for the recurring issue and link it to the original as 'relates to'.
   • CChange the original ticket's resolution to 'Won't Fix' and create a new ticket.
   • DReopen the original ticket and change its status to 'In Progress' to continue working on it.
   Reveal Solution Discussion Select an answer first