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When should an interaction ticket be created/documented for a call?
What is every time your phone rings.
You receive a call from a ghost. Who do you document the ticket under?
What is Generic Contact.
Remote into device, remapped drive, closed/reopened the application are all examples of what?
What is troubleshooting steps.
True/False: If a field is not relevant to a situation, it is okay to leave the field blank.
What is False - If/When a field is not relevant to a situation, you may used No, N/A, None, etc., but you must explain why it is not relevant.
True/False: A nurse from Admitting calls in unable to access Meditech. She is unable to admit patients as they arrive. You end up having to send a ticket to the Meditech & 3rd Party - Incidents team. The caller states that she has no other way to admit patients. On your case, it is appropriate for you to document the "Workaround - specify" field as "None".
What is False - We should always elaborate within this field whether the user has a workaround or not. So, if the user has a workaround, what is it? If the user does not have a workaround, why not?
In which section within the ServiceNow Service Operation Workspace platform would you go to review &/or attach knowledge articles?
What is Agent Assist.
A user calls in to inquire about the status of an existing ticket, so you provide the caller with the details. What field must you definitely document within on the existing ticket?
What is Work Notes/Additional Comments. Note: You must also create an interaction for the call & tie the two together using "Associate Record".
True/False: It is necessary to verify the specific location on every call.
False - It is not necessary for FCR interactions.
True/False: If you are sending an incident ticket off to another team, a template/playbook is required every time.
What is True
The Caregiver provides you with a Medical Record Number (MRN) for the ticket. Which field(s) can this information be placed in?
What is Enter PHI Comments
True/False: Covenant Medical Center - Main Hospital - 3rd Floor - ICU - Patient Room #313 is considered an appropriate Specific Location.
What is True - These directions will guide the technician directly to the device right down to the room number.
A University of Providence student calls in for assistance. What will the Contact & Affected End User be on the ticket?
What is Generic University. This is what generates a copy ticket to the University of Providence's ticketing system for follow-up.
Lindsey Whittle calls in because she is constantly being locked out of Windows. You have done all of your necessary troubleshooting, but you decide a ticket needs to be opened to run a lockout report. As you work on your ticket you get to "User ID/User Account". What do you insert in this field?
What is AD Username (whittlelm1).
An Oregon Caregiver is getting an error message in Epic on any computer they use. They have provided device IDs ORDT987654 & ORDT654321 as examples.
What is the CI and the Affected CI for this issue?
CI: Epic – ORCA
Affected CI: ORDT987654 & ORDT654321
True/False: "Epic Issue" is considered an appropriate Short Description
What is False - There are many issues that could occur within Epic. The Short Description must be a brief, one-sentence summary of the exact issue.
True/False: A user calls in as he is unable to access a portion of Kronos that he has been able to access in the past. You send a ticket to the Kronos team, & provide the user with the ticket number. The caller lets you know that they also need an Advanced Web password reset. You reset the password, & the user is able to log in successfully. You must create a second incident ticket for the password reset.
What is True. A ticket must be created for each Configuration Item present on the encounter.
Which ticket will you attach knowledge &/or tag on when creating an interaction and an incident in Agent Workspace?
What is the incident ticket.
When in doubt, what do you do?
What is remote in OR ask in chat?
True/False: You receive a call from a caregiver who is getting cascading windows when attempting to launch IDX Advanced Web. You follow the "Cascading Windows" knowledge article half-way through, but then you find yourself stuck as the article is no longer helping with the situation. It is necessary to attach this knowledge article to your ticket.
What is True - If the knowledge article assists in any way during the call, it must be attached to the ticket. May want to also flag the article if any information within the article is incorrect or needs to be updated.
You receive a call from an HHF caregiver who is not located in ServiceNow (recently disabled & reactivated), but they are receiving an error message within TouchWorks that must be resolved by the IS App Ops team. What 3 pieces of additional information must be added to the Description of the ticket?
What is First Name, Last Name, and Email Address.
What are the top 6 factors that must be re-verified on existing (Non-FCR) tickets & updated if necessary?
What is Contact Number, Specific Location, Category, Configuration Item, Assignment Group, & Priority.
A ShareVue Community User is receiving an error within ShareVue, so you must open a ticket to the ShareVue Support Team. What must you do to ensure the caregiver receives all necessary notifications regarding their ticket?
What is Add their email address to the Watch List.
True/False: Gregory Hambright (the Hambrizzle) is calling regarding an issue he is having while working from home. When documenting his location, you must verify his home ministry?
True. When recording the location of any care giver working from home, we should always document their home ministry (if applicable).
On an Active Directory password unlock & reset call...
What playbook should you use?
Which knowledge article would you attach?
Which tag would you use?
Playbook: AD Account Login
KB: KB0077650: PSJH - How to Unlock and Reset an AD Password
What are the 5 key points to gather for the Description of Issue?
What is Who, What, When, Where, & How.