SUP
A supervisor should set this when provided by the client to ensure proper follow-up
What is preferred contact method?
This is the best site to research and find answers
What is the KB?
Unless still actively being worked on by RT, this group should be the last to own an incident.
Who are HD1s?
When resolving an incident, a technician should always update this field before closing the ticket.
What is the resolution or status field?
This KB article allows clients to get Microsoft 365 Apps installed on their device.
What is KB #45766?
Supervisors should look at these two incident types when working on incidents
What are Active and Logged Incidents?
This is the waterfall method in incident handling
What is SUP --> RT --> HD1
Upon receiving 4/5 verification answers, but cannot ask any more follow-up questions. We cannot proceed with the client's issue. What should be done in this case?
What is proceeding with enhanced verification?
A user’s ticket is not progressing because no one has done this step. The best practice is to change this field to ensure accountability.
What is taking ownership or assigning a team
This article states that clients with issues containing OneDrive persmissions will go here.
Bonus Point: What KB#
Bonus Point: What is 45592
Supervisors might feel overwhelmed but do not ask for help and they might write this here.
What is Shift Report?
RTs should do this to journals when they send it out to HD1s
What is leaving a journal unread?
A professor is trying to access Adobe for themselves, and they would like their students to have access as well. Where and what would you inform the professor.
Bonus Point: KB Article # (2 of them)
What is the professor having access for themselves on UWM/personal and students can only have access on UWM owned devices
Bonus Point: 113997/49303
When a ticket is pending user response, Ivanti Neurons best practices suggest using this status to indicate follow-up is needed.
Bonus Point: What happens when you put it in this status
What is 'Waiting for Customer'?
Bonus Point: It will automatically send emails and be automatically resolved after 1 week
This is something you can give out to someone so they can be better in future incidents
If a client experiences an out of order with a WEPA Printer, this goes to this team
What is Pay for Print?
These 2 channels can be used to ask questions about an incident
What is HD Troubleshooting and Incident Exchange?
WM states that they have a Standard Lock on their account. Also, they would need to follow this process to assist a client (3 main steps)
What is a Compromised Account?
1. Reactivate their account
2. Provide temporary password
3. Add their methods for MFA
You can set this field to contact a client
What is a preferred method?
This is placed in the customer field when they do not exist in Neurons system
What is Internal Services?
Anything related to IT Purchasing that we as Level 1s and 2s cannot assist goes to this team
What is Desktop Support?
This is the format that RTs should use when posting an incident in a channel for further information
What is
Tag
Incident Number
ePanther
Description
Client wants to audit on some folders in a shared drive, and wanted to know who has access to the shared drive, you would escalate to this team
What is Windows Device Management?
You can view this to see who worked on this incident
What is Audit History?
Client has 2 ePanthers where one is an old one and the other is not activated, this would be escalated to this team
Bonus Point: The user should be advised 'what' in this case
What is IAM?
Bonus Point: Do not activate their account