It's all in the detail
Knowledge Base(KB)
Their email.
Correct Username format
firstname.lastname
The two applications needed to login onto VPN
Cisco AnyConnect and RSA
2 ways to communicate with your co-workers
The only time summary findings will require information.
When resolving the ticket.
3 things that require verification upon answering the call:
Email, phone number, and address (city included).
Location of username
One item we can verify on account when dealing with Gmail issues.
Gmail properties in ARS.
Urgent communications/changes will be provided to you how?
What two agencies require objects to be removed and re-uploaded with encryption?
DSS and TAX
Ways a user can entitle themselves:
Pin/word, email response, callback.
Identity Source should be:
COV AD
What password is VDOT AD used to reset?
Outside VDOT, a VDOT internal Application.
You have how long after closing FCB on an email to route:
15 minutes
In order to make a ticket a high priority what needs to happen first?
Ways to entitle if they can't entitle themselves:
Co-worker Pin/word, co-worker email, co-worker callback, VDOT pre-entitlement.
When all troubleshooting has been completed and still no resolve, you would:
Route to Security Engineering.
For disabling accounts, when routing ticket with multiple hardware items needing to be serviced, or when a ticket cannot be re-opened:
Clone ticket.
If all troubleshooting has been done for COV account issue, who do we reach out to prior to routing ticket?
AAO.
If they cannot entitle for themselves and a direct co-worker cannot entitle then:
ISO can entitle on user's behalf.
How to re-enable a disabled VPN account.
When trying to figure out what application a user is trying to log into what could be an indicator of what the application is?
User is requesting new non-core software installation , update on non-core software, or re-install of non-core software:
ISO/AITR approval is required.