Day 19- Outage and System Handling (matrial)

In case of CCA will open a new ticket related to another old ticket (the same technical issue), it is mandatory to mention the old ticket in the new one log ?

• True

• False

In case we found “DSL Exchange” name is missing with no ticket created on TTS, your action is ?

• CCA create ticket on ireport/cases with SLA 2 WD

• CCA create ticket on ireport/cases with SLA 3 WD

• CCA create ticket on ireport/cases with SLA 1 WD

If there is an error in the data on the Matrix (for example, if the governorate code is not the same as the order tool ) ?

• Correct Matrix data TT with SLA 1 WD

• Create Correct Matrix data TT with SLA 2WD

• Correct Matrix data TT  with no estimated time

In Planned outage, handle normally once it passed the estimated time, even it still exists ?

• True

• False

SLA  "No pass on CST360 " ticket ?

• No estimated time

• 1 Day

• 5WD 

In case the customer has ticket in IU pool and in the same time the pop has related outage, your action is ?

• Will inform him by the 3rd level  SLA

• Will inform him by the 3rd level  SLA + Outage SLA

• Will inform him by the Outage SLA

Maximum time for creating records or send mail after ending the call is ?

• 15 Min

• 5 Min

• 10 Min

Outage SLA (wrap up ) Initially 1 hour as long as no special announcement?

• True

• False

If the call become silent after getting customer's inquiry, CCA will callback the customer ?

• True

• False

If we found unplanned outage in Haram exchange (fram 93 to 98 - port 30 to 50) and recived call from cst follow to the same exchange Haram (fram 50 - port 20) what is most suitable action ?

• Should be delivered cst  SLA 2H

• Inform cst SLA 5WD

• Handle case normal