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WorksheetsOn - call
Total questions: 10
Worksheet time: 5mins
According to team agreement from what status the on-call person should be taking changes to be delivered
From NEW
From SCHEDULED
From IMPLEMENT
From On - Hold
Planned change has priority over Incidents calls
True
False
On-call person should always move First tickets to platform queues
True
False
Mark if there is pre-agreed reply available from FIRST Wiki
Tickets created in non-English
Reassigning incidents to service owner where service owner file-system is full
Incident or change, not created by existing template
Communication by email or any other wrong channel
When you are daily on-call you are responsible for
picking up on-call phone
looking at FIRST mailbox
looking at FIRST, Windows / Linux queues in SNAP
Looking at problem tasks
when Incidents solving takes longer than 1 h on-call person should
added as Jira tasks and referenced in the ticket
raise it on FIRST stand-up the latest
delegated to other team members who are not on-call
added as jira tasks to next sprint
How to start your firsts on-call day
Reviewing SNAP queues
Reviewing the on call rules
Reminding the event handling order
Reviewing Incident and Change handling instructions
What is the correct way to escalate Critical/Major incidents if needed
to Operation center
to Fredrik as our APO
to Marko as your manager
to responding area APO
If customer wants a change to be done before 5 days, to whom should it be escalated to as emergency change?
CAB
DOM
APO
TM
When solving changes takes longer than 1 h on-call person should
added as Jira tasks and referenced in the ticket
dealth with after your on call week has ended
delegated to other team members who are not on-call
use standard answer to update the Change regarding its further solving
