WorksheetsServiceNow Quiz BTS 2023
Total questions: 10
Worksheet time: 8mins
When are parent and child incidents used? (Select all that applies)
Several incidents of different issues on the same user
Several incidents of same issues on the same user
Large scale outages
They are not used by the OIT Help desk
Who's responsibility is it to follow incidents?
Everyone
Supervisors
The person the ticket is assigned to
Users
Which one of these is NOT a step in reassigning a ticket to another group in ServiceNow?
Save the incident
Include work note and briefly explaining the reason for the reassign
Set the incident state to new
Create a new ticket and copy over the information
Resolving a ticket does all of the below besides?
Sends a resolution note to the user
Closes the ticket
Changes the incident state to Resolved
Which of these below are on hold reasons in serviceNow? (Select all that applies)
Awaiting Internal Partner
Awaiting Caller
Awaiting Change
Awaiting Vendor
Which one of these is NOT required to save a ticket?
Caller
Subject person
Short Description
Assignment Group
What does the button circled do?
Open user's NetID Admin Information
Open user's related incidents
Open similar incidents
Open user's Open Registry Information
Name three things that can be found on the L1 and L2 Dashboard on ServiceNow
Choose all the information that are user facing (Select all that applies)
Work notes
Description
Additional Comments
Short Description
Which one of these should NOT be put in a ticket anywhere?
NetID Admin Information
Alternate email
CVC number
Roles and PHI flag
