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 second line analyst. You receive a reminder (which you set earlier) which triggers you to check the relevant print queue which indicates that the print queue is clear.

You note that this is the fifth time this incident has happened in a month from the comments, and you will mark the incident as Problem Candidate.

You will then mark the incident as resolved and assign it back to the appropriate first level support person to follow up directly with the user.

Update an Incident, Mark

as Problem Candidate

Click here to Exit.

Summary

This simulation was designed to give you the opportunity to practise the steps required to:

• React to a Reminder.
• Update an Incident.
• Mark an Incident as a Problem Candidate.

• Reassign an Incident back to first line support.

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.

Update an Incident, Mark

as Problem Candidate