A user submits a request through the portal, but the ticket is created with the wrong request type. The user intended to report an incident, but it was logged as a service request. What should you do?

Create a new ticket with the correct request type and link it to the original.

Delete the ticket and ask the user to resubmit.

Leave the request type as is and add a comment noting the correct type.

Edit the ticket and change the request type to the correct one.

Which of the following can be used to locate a specific ticket in Jira Service Management?

Only by browsing through all queues

Only by asking the customer for the ticket ID

Only by using the advanced JQL editor

Using the search bar with the ticket key or a keyword

A manager wants to see all unresolved high-priority tickets that are assigned to the 'Support' team and have not breached their SLA. Which Jira feature should you use to create this view?

A queue configured to show all tickets in the 'Support' project with priority High.

A saved filter with JQL: project = 'Support' AND priority = High AND resolution = Unresolved AND slaBreached = false

A board view with a quick filter for priority = High.

A dashboard gadget that displays all tickets assigned to the 'Support' team.

What is the primary purpose of setting a priority on a ticket in Jira Service Management?

To indicate the urgency and impact of the ticket

To determine the ticket's status in the workflow

To categorize the ticket by type of issue

To assign the ticket to a specific agent

Jira Service Management Agent Essentials (ACA-925)

Domain 2Objective 1

Manage Tickets ACA-925 Practice Questions (Page 6)

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

31questions here

7free pages

9concepts

Questions 26–30

26application · medium
A user submits a request through the portal, but the ticket is created with the wrong request type. The user intended to report an incident, but it was logged as a service request. What should you do?
Select an answer first
27foundation · easy
Which of the following can be used to locate a specific ticket in Jira Service Management?
Select an answer first
28application · medium
A manager wants to see all unresolved high-priority tickets that are assigned to the 'Support' team and have not breached their SLA. Which Jira feature should you use to create this view?
Select an answer first
29foundation · easy
What is the primary purpose of setting a priority on a ticket in Jira Service Management?
Select an answer first
30foundation · easy
Which link type would you use to indicate that one ticket cannot be resolved until another ticket is resolved?
Select an answer first

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