SOP: Status'
This Status indicates that a ticket is not currently assigned or being worked on
What is New?
When is it okay to google troubleshooting steps on a users machine
What is 'NEVER'
If you run into an issue that is effecting an entire department or company, who should you engage?
Who is 'A member of HOM'
When should you add an issue and subissue type on a ticket
What is 'Always'
What is the Resolution SLA for phone tickets?
What is '4 hours'
This status indicates that Acorn is waiting for input or assistance from a vendor before proceeding.
What is 'Waiting on Vendor'
Changes to customer infrastructure (Servers, Networking, Firewalls, etc) will most likely always be escalated to what team?
What is 'System Engineering'
When escalating a ticket, you should always do ________ before setting up a call back?
What is 'warm transfer'?
What things should you add to a ticket to be able to connect to the users machine from the ticket?
What is 'configuration item'
Name one status that is considered a 'red status'
What is 'new', 'assigned', 'Needs tech | Follow up' or 'Updated by customer'
This status indicates that the ticket needs Acorn interaction to proceed.
What is 'Needs Tech | Follow up'
Requests for purchases, quotes, change orders, etc will always need to be escalated to:
What is 'Account Manager'
What should you do before connecting to a users machine?
What is 'request permission to connect'
What is the primary reason we use issues and subissue types?
What is 'It allows us to do trend tracking'
What is a Response SLA?
What is 'The time it took between when a ticket comes in and when a ticket is assigned'
This status indicates that management input or direction is needed to proceed.
What is 'Needs manager Review'
What should you do before doing any work on a ticket
What is 'Accept the ticket'
What extention is the ticket master queue?
What is '407'
A user is calling in with an issue regarding their email. They indicate that their password was changes yesterday. What issue type should you use?
What is '[HD] Password/MFA issue'
Which team(s) have to adheare to SLAs?
What is 'All teams'
What is 'Scheduled with customer'
What method is the method of prioritizing tickets?
What is 'FIFO or first in first out'
What extension is the secondary queue?
What is '402'
What is 'Issue Type, subissue type and configuration item'
Which best practice involves moving the tickets in one direction and adhering to strict time constrengths?
What is
'Following the SOP escalating process'