Click here to continue.

Click here to Quit.

Estimated Duration

This simulation should take approximately 4 minutes.

Overview

In this scenario, you are logged into Service Manager as a first line analyst. You view your To Do list and select the resolved printer Incident.

You will call the user (as this is their preferred method of contact) and verify that they have received their printout. The user confirms that the printout has arrived, and you will then Close the Incident.

Review your To Do List, Confirm

Resolved Incident and Close

Click here to Exit.

Summary

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

Review your To Do List.

Open an Incident.

Confirm an Incident as Resolved.

Close 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.

Review your To Do List, Confirm

Resolved Incident and Close