Focus Group Knowledge Check September

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What does ACI stand for?

• Assignment Constraint Item

• Affected Configuration Itinerary

• Affected Configuration Item

• None of the above

When escalating a ticket to RRT, FS, Sunprint, or CSD I must include an Affected CI

• True

• False

My ticket must always contain

• Configuration item, KB attached, category, subcategory, and a template

• Specified notes and Specified short description

• Originated SD

• All of the above

What does CI stand for?

• Category Item

• Control Item

• Corrected Item

• Configuration Item

Which of the following are valid # Hashtags

• #RRT

• #RRTWT

• RRWTT

• RTWRT

In what area should a # (hashtag) be documented on the ticket?

• Troubleshooting notes

• Work Notes

• Short Description

• Special Instructions

All WFH users must connect to SBL VPN before any troubleshooting?

• True

• False

I can provide a user’s Password if they can verify location and manager from ARS?

• Yes

• No

What is the correct process for getting invalid details on AccessONE? (More than one apply)

• Help user on resetting domain password on the Self Service Password Reset Tool

• Refer to Manager

• If urgent, escalate to SAT

• Continue with the Password reset in ARS