If you want to unlock a users windows account. What application do you use?

• PITA

• PRIMA

• AD

• B2B portal

Where can you check what groups the user belongs to?

• Member of in AD

• WASS

• PITA "account initialization"

• WUSS

What applications can you use to check hardware devices name?

What option do you select in WASS to search for a computer?

Which application do users use to install software?

• PRIMA

• PITA

• Create ticket

• WUSS

If the desired application is not available under "Software", what can users do?

• Open a Blueprint request

• Instruct user to contact local IT

• Create a ticket to 2nd lvl

• Install in PRIMA

What can PRIMA be use for?

What is the procedure for routing a ticket locally for US and Canda?

• Route as per KB

• Route to the Remote team

• Route to Local IT

• Instruct user to call local IT

What application can users use to change their password?

• PRIMA

• Create a ticket

• PITA

• Active Directoru

What option is recommended for users to enable synchronization after changing their password in PITA?

• Account Initialization

• Create initial password

• Change password

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