Ticket Validation

Ticket should be rejected if there is another language rather than English is used on the ticket.

• True

• False

Ticket should be rejected if there is no BQ attached

• True

• False

Incident can be raised as Service request

• Yes

• No

What are the 3 main reasons for the ticket to get rejected?

Ticket shouldn't be rejected if there is any note written in the note section.

• No it should be a copy of the BQ

• yes any note description is acceptable

Ticket shouldn't be rejected if

• There is no enough TBS

• There is no Screenshot attached for the error

• There is no time stamp for date and time

• Case is 1st line scope like deregister a service

Case should be rejected if it is open after a Major Comms email is sent

• True

• False

Ticket should be rejected if there is no Technical category is mentioned

• No as it is not for care to fill it

• Yes as it is new categorization process

If there is an agent pushing back or didn't read logs to follow the steps mentioned earlier

• I can rewrite the logs and ask care to do the steps again

• Rejected it as agent behavior and ask them to check previous notes.

Do we open INCs as 2nd line team?

• yes

• No