You are working on an incident and need to see the priority, assignee, and due date at a glance without scrolling through the entire issue. Which part of the issue view provides this summary?

The 'Details' panel on the right side of the issue

A major incident is ongoing. Your team lead asks you to provide a live, automatically-updating view of all incidents currently assigned to your team, sorted by priority, so you can monitor progress without manually refreshing. What is the most efficient way to set this up?

Run a one-off JQL search and bookmark the results page in your browser

Create a new Queue in the project's service project with a JQL filter for your team and sort by priority

Export the current issue list to a CSV file and share it with the team

Ask each team member to send a daily email summary of their assigned incidents

Your service desk handles incidents for two different internal departments (HR and Finance). You need to provide each department manager with a live view of only their department's incidents, without giving them access to the other department's tickets. What is the most appropriate way to achieve this?

Create two queues in the same project, one for each department, and share the queue links with the managers

Create a single dashboard with two gadgets, each filtered by department, and share it with both managers

Use a single project and rely on the 'Organization' field to filter, then train managers to use JQL

Create two separate Jira Service Management projects, one for each department, and give each manager access to their respective project

Your organization has a strict policy that only agents in the 'L2 Support' role should be able to view incidents with a 'Security' label. You need to ensure this policy is enforced in Jira Service Management. What is the most reliable way to implement this?

Train all agents to not open incidents with the Security label unless they are L2 Support

Use a dashboard with a gadget filtered by label = Security and share it with 'L2 Support'

Create a separate project for security incidents and grant 'L2 Support' agents access to it

Create a queue with a JQL filter for label = Security and share it only with 'L2 Support'

You need to quickly check the current status of all incident reports in your service project. Which feature in Jira Service Management is designed to show a list of issues with their statuses and allow you to monitor them?

A service level agreement (SLA)

Jira Service Management Agent Essentials (ACA-925)

Domain 2Objective 2

Track Incident Reports ACA-925 Practice Questions (Page 1)

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

15questions here

3free pages

1concept

Questions 1–5

1application · easy
You are working on an incident and need to see the priority, assignee, and due date at a glance without scrolling through the entire issue. Which part of the issue view provides this summary?
Select an answer first
2application · medium
A major incident is ongoing. Your team lead asks you to provide a live, automatically-updating view of all incidents currently assigned to your team, sorted by priority, so you can monitor progress without manually refreshing. What is the most efficient way to set this up?
Select an answer first
3expert · hard
Your service desk handles incidents for two different internal departments (HR and Finance). You need to provide each department manager with a live view of only their department's incidents, without giving them access to the other department's tickets. What is the most appropriate way to achieve this?
Select an answer first
4expert · hard
Your organization has a strict policy that only agents in the 'L2 Support' role should be able to view incidents with a 'Security' label. You need to ensure this policy is enforced in Jira Service Management. What is the most reliable way to implement this?
Select an answer first
5foundation · easy
You need to quickly check the current status of all incident reports in your service project. Which feature in Jira Service Management is designed to show a list of issues with their statuses and allow you to monitor them?
Select an answer first

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