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Click here to Quit.
This simulation should take approximately 5 minutes.
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.
This simulation has given you the opportunity to practice the steps required to:
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
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