Ticket Documentation

If an INC needs to be created, what information is mandatory to be filled out on the IMS?

• Work Notes

• Username from the caller and affected user

• Short Description

If a customer calls to know the status of a ticket (INC/REQ), what information needs to be documented on the IMS.

• Username from caller and affected user

• Short Description and Work notes

• Username from caller and affected user. All details about what happened during the call in work notes, since this note will be copied on the existing INC once it is related to the IMS.

• IMS can be blank if the INC is updated with the customer's follow-up.

When is necessary to use the "General Incident Template"?

• In all IMS

• In all escalated cases

• in all INCs from all supported channels

If the INC creation is not necessary, What details should be entered on the IMS?

• Customer's profile, short description, and all details about the call on work notes.

• Customer's profile and Ticket title.

• Customer's profile and all details on work notes.

What is a bad practice that should not be done on Ticket Documentation?

• Leave the Short Description empty

• Do not attach the "General Incident Template" on INCs

• Copy and paste the short description as work notes on the IMS when an INC is not going to be created.

• All of the above.

Is there any template to be used on INCs about "Genentech A/V Emergency Support team"?

• True

• False

If you need to do a follow-up on an INC, what information should be documented on work notes?

• Emails sent

• How the customer was contacted (phone, chat, email)

• If a call back was done, the phone number that was dialed

• If the customer was contacted by Chat, the conversation must be attached

• All of the above