How well do you know the Jira process?

When a Fresh Desk ticket has the status 'With Development' what actions will cause the ticket to re-open?

• When someone makes a comment on the ticket in Jira or an internal note on the FreshDesk ticket.

• When the ticket has been marked as 'With Development' for 7 days.

• When the Dev team change the ticket status to 'Pending Release'.

• When the Dev team change the Jira ticket status to 'Release Notes - To Do' or 'Done'

How long will a Fresh Desk ticket status remain as 'With Development' before it reopens?

• 7 Days

• 14 Days

• 10 Days

• 20 Days

Which of the following Jira ticket statuses means that the ticket is still open and being worked on by the Dev team?

• No Work Required

• Needs Info

• Pending Release

• Release Notes - To Do

When a 'With Development' ticket reopens after 14 days what should you do?

• Put it back to 'With Development' without even looking at the comments and Jira ticket. Out of sight, out of mind!!

• Review the comments and Jira status then put it back to 'With Development'.

• Review the comments and Jira status. Provide a mini update to the customer on the ticket status if suitable then move to 'Waiting on Customer Response'.

• Review the comments and Jira status. Provide a mini non detailed update to the customer on the ticket status if suitable then move to 'With Development'.

If a Jira ticket status is changed to 'Needs Info' what are the next steps to take?

• Provide the required info in an updated golden ticket and resubmit to 'Senior Review'.

• Provide the required info in the private note field of the Fresh Desk ticket then move to 'With Development'.

• Unassign the ticket from yourself and leave in the open queue for someone else to pick up.

• Assign straight away to the Senior Specialist.

Who can raise a (non v30 upgrade scheduled) Jira ticket?

• Only the Senior Specialists and Intermediate Specialists

• Only the Senior Specialists

• Any of the Global Support team

• Only the Senior Specialists, Intermediate Specialists and Team Leaders.