Your team uses a single project for all IT support. You need to give the 'Network Team' a view of only incidents related to 'Network', while the 'Database Team' sees only 'Database' incidents. Both teams should be able to see and work on their own incidents, but not the other team's. What is the most appropriate solution?

Use a single project and rely on the 'Component' field to categorize, then train teams to use JQL filters

Create two queues in the same project, one for Network and one for Database, and assign the appropriate team to each queue

Create two separate projects, one for Network and one for Database, and grant each team access to their respective project

Create a single dashboard with two gadgets, each filtered by component, and share it with both teams

A customer reports a problem, but you suspect it might be a duplicate of an existing incident. What is the most efficient way to check for existing incidents with similar symptoms before creating a new one?

Check the 'Canned responses' for a 'duplicate' template

Create the new incident immediately and link it to the suspected duplicate later

Ask the customer to search their own email for previous tickets

Perform a JQL search for open incidents containing keywords from the customer's report

You are handling a high-priority incident. You need to quickly see all other incidents that are linked to this one to understand if it is part of a larger problem. Where do you look?

The 'Linked Issues' panel on the incident's detail view

You are working on an incident and need to see the complete history of all status changes, comments, and attachments related to it to understand what has been done so far. Where do you find this chronological record?

The 'History' tab on the incident's detail view

The 'Details' panel on the right side of the incident view

The 'Attachments' section at the bottom of the incident

Jira Service Management Agent Essentials (ACA-925)

Domain 2Objective 2

Track Incident Reports ACA-925 Practice Questions (Page 2)

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

15questions here

3free pages

1concept

Questions 6–10

6foundation · easy
As a Jira Service Management agent, you need to see all incident reports assigned to you that are still open. Where would you go to access this list?
Select an answer first
7expert · hard
Your team uses a single project for all IT support. You need to give the 'Network Team' a view of only incidents related to 'Network', while the 'Database Team' sees only 'Database' incidents. Both teams should be able to see and work on their own incidents, but not the other team's. What is the most appropriate solution?
Select an answer first
8application · medium
A customer reports a problem, but you suspect it might be a duplicate of an existing incident. What is the most efficient way to check for existing incidents with similar symptoms before creating a new one?
Select an answer first
9application · medium
You are handling a high-priority incident. You need to quickly see all other incidents that are linked to this one to understand if it is part of a larger problem. Where do you look?
Select an answer first
10application · medium
You are working on an incident and need to see the complete history of all status changes, comments, and attachments related to it to understand what has been done so far. Where do you find this chronological record?
Select an answer first

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Track Incident Reports ACA-925 Practice Questions (Page 2)

Questions 6–10

As a Jira Service Management agent, you need to see all incident reports assigned to you that are still open. Where would you go to access this list?

A customer reports a problem, but you suspect it might be a duplicate of an existing incident. What is the most efficient way to check for existing incidents with similar symptoms before creating a new one?

You are handling a high-priority incident. You need to quickly see all other incidents that are linked to this one to understand if it is part of a larger problem. Where do you look?

You are working on an incident and need to see the complete history of all status changes, comments, and attachments related to it to understand what has been done so far. Where do you find this chronological record?

Keep studying — Ticket Management