You are a Jira admin. A manager wants to see a report on the average time to resolution for incidents over the last quarter. They also want to break this down by priority. What is the most efficient way to provide this analysis?

Export all incidents from the last quarter to a CSV and create a pivot table in Excel

Create a queue with a JQL filter for resolved incidents and sort by priority

Use the 'Reports' section and generate a 'Resolution Time' report, then use the filter options to break it down by priority

Ask each agent to manually calculate and report their own average resolution time

A customer is following up on an incident they reported. You need to see all the public comments that were shared with the customer to understand what they have been told. Where can you find these?

The 'Comments' section, filtering for 'Public' comments

You need to provide a weekly report to management showing the number of incidents resolved each day over the past month. Which feature in Jira Service Management is best suited for this?

The 'Reports' section, using a 'Resolved vs. Created' report

The 'Queues' view, sorting by 'Resolved' date

The 'History' tab of a representative incident

Your service desk manager wants a weekly summary of how many incidents were created, resolved, and are still open. They ask you to pull this data from Jira Service Management. What should you use?

The 'Queues' view, showing the 'All open' queue

The 'Reports' section, selecting a report like 'Created vs Resolved'

The 'History' tab of a single incident

Jira Service Management Agent Essentials (ACA-925)

Domain 2Objective 2

Track Incident Reports ACA-925 Practice Questions (Page 3)

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

15questions here

3free pages

1concept

Questions 11–15

11expert · hard
You are a Jira admin. A manager wants to see a report on the average time to resolution for incidents over the last quarter. They also want to break this down by priority. What is the most efficient way to provide this analysis?
Select an answer first
12application · easy
A customer is following up on an incident they reported. You need to see all the public comments that were shared with the customer to understand what they have been told. Where can you find these?
Select an answer first
13application · easy
You need to provide a weekly report to management showing the number of incidents resolved each day over the past month. Which feature in Jira Service Management is best suited for this?
Select an answer first
14application · medium
Your service desk manager wants a weekly summary of how many incidents were created, resolved, and are still open. They ask you to pull this data from Jira Service Management. What should you use?
Select an answer first
15application · easy
You are looking at a list of incidents in a queue and need to quickly see the current status of each one without opening each incident individually. Which column should you ensure is visible in the queue view?
Select an answer first

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