Ticket to Ride
If a ticket is in Pending Validation, you must send this many follow-ups before you’re allowed to close it.
What is 3 follow-ups?
If a user is asking for new functionality or an improvement (not something broken), this should be categorized as a _____.
What is a Feature Request?
As soon as you realize you have a P0, the first person you must inform immediately is _____.
What is your TAM?
Before creating a new Jira, you should always do this first to avoid duplicates and speed up resolution.
What is check to see if a Jira already exists?
In the Support Agent app, you add one-click chat templates by going to the hamburger menu, then selecting this.
What are shortcuts?
For any ticket-related Slack conversation (public channel or DM), you should copy this into the support ticket.
What is the conversation link?
For Asbury, standard PCR changes require approval within this amount of time.
What is 24 hours?
Best practice: when a P0 is identified, you should drop an alert in this Slack channel to keep everyone in the loop.
What is the tam-and-enterprise-team channel?
When Engineering marks a Jira “Moved to Support Validation,” Support’s next step is to do this.
What is validate/test the fix?
Strong, up-to-date KB articles matter because they help this tool learn the correct information and provide better responses over time (and, you know… our bonuses depend on it).
What is the AI Bot?
Within this amount of time, every new ticket must receive a public update, even if the system already auto-acknowledged it.
What is 1 Hour?
After you redirect and notify the user for an Asbury or Ken Garff feature request, what should you do with the support ticket?
What is close the support ticket?
When you receive a PagerDuty escalation alert, the first action you take in PagerDuty is to _____.
What is acknowledge the escalation?
After setting your support ticket as an Incident, you look for this area to search for or create a Jira.
What is the Linked Problem Ticket section?
Before stepping away for planned or unplanned PTO, you should set your Out of Office reply in these two places.
What are Outlook and Slack?
If Engineering (or another team) owns the ticket, you must provide a public update at least this often and no later than this weekly deadline.
What is once per week, no later than Tuesday EOD?
In the Asbury process, after confirming it’s a true feature/enhancement, you direct the user to submit through this form in their SolarWinds portal.
What is the Tekion Enhancement Requests Intake Form
Most major outage P0s use this specific bridge.
What is the NOC bridge?
When submitting a new Jira, the Jira Project should always be set to this.
What is Tekion Engineering?
After reviewing an OpenReplay session, you should leave a private note in the support ticket with the replay link and this detail so others can jump to the exact moment the issue occurs.
What is the timestamp of the issue?
When transferring a ticket, you must leave a clear ticket note that explains why you’re reassigning, why it belongs to that team, and this additional key item.
What is a recap of the issue and triage steps?
Every PCR-related ticket for Asbury must include the standardized PCR template. Which two fields should Support fill out first as a public comment?
What is Description of Change and Reason for Change?
After acknowledging the alert, your next step is to update the _____ within 1 hour using the escalation acknowledgement macro.
What is the dealer?
The ___ is not only used to help internal teams understand why an issue is being escalated, but it can be copied and pasted into the Jira so Engineering has all the details upfront.
What is the ARC -Jira Template Macro?
If a dealer is actively experiencing an issue in ARC, you can have them do this to “capture the moment,” copying session details (including a replay link and helpful identifiers) to their clipboard.
What is Ctrl + J?