Click here to continue.

Click here to Quit.

Estimated Duration

This simulation should take approximately 5 minutes.

Overview

In this scenario, you are logged into Service Manager as a first line analyst.

A user calls to ask why the print jobs are not printing after being in the queue for six hours.

You will register the Interaction, Escalate to an Incident, and assign it to the appropriate resolver group.

Register an Interaction and

Escalate to an Incident

Click here to Exit.

Summary

This simulation has given you the opportunity to practice the steps required to:

• Register an Interaction

• Escalate an Interaction to an Incident

Related Simulations:  This simulation is part of a larger scenario which should be followed in the same order as the list below, you are currently viewing the highlighted simulation.

Register an Interaction and Escalate to an Incident

View the Group To Do Queue and Assign Incidents

Diagnose an Incident and Set a Reminder

Update an Incident, Mark as Problem Candidate

Review To Do List, Confirm Incident Resolution and Close

Click here to Go back.

Register an Interaction and

Escalate to an Incident