Podcast
Questions and Answers
What happens to an Incident when it is placed in a Resolved State?
What happens to an Incident when it is placed in a Resolved State?
- It can be reopened by any user
- It is deleted from the system
- It becomes read-only for non-administrators (correct)
- It is automatically escalated to a higher level
What is used to group and standardize common recurring Catalog Variables?
What is used to group and standardize common recurring Catalog Variables?
- Variable Groups
- Variable Sets (correct)
- Catalog Sets
- Recurring Variables
Which platform feature is used to track field value durations?
Which platform feature is used to track field value durations?
- Metric (correct)
- Variable
- Asset
- Catalog
What is the primary focus of Configuration Management?
What is the primary focus of Configuration Management?
What is the primary focus of Asset Management?
What is the primary focus of Asset Management?
What is the goal of Asset Management?
What is the goal of Asset Management?
Who can reopen a closed Incident?
Who can reopen a closed Incident?
What feature do ESS users have on resolved Incidents?
What feature do ESS users have on resolved Incidents?
What is the name of the business rule that creates a knowledge article when a problem is resolved?
What is the name of the business rule that creates a knowledge article when a problem is resolved?
What is the table extended from in the Standard Change Template [std_change_record_producer]?
What is the table extended from in the Standard Change Template [std_change_record_producer]?
Can manually added Change Tasks be used to assign individual implementation steps to other groups or individuals?
Can manually added Change Tasks be used to assign individual implementation steps to other groups or individuals?
How many days after resolution are Incidents automatically closed?
How many days after resolution are Incidents automatically closed?
What two fields are used to calculate priority on an Incident?
What two fields are used to calculate priority on an Incident?
What is the goal of Incident Management?
What is the goal of Incident Management?
What is the purpose of the 'Problem Create Knowledge' business rule?
What is the purpose of the 'Problem Create Knowledge' business rule?
What is the workflow state of a newly created knowledge article?
What is the workflow state of a newly created knowledge article?
What is the primary goal of deflecting the creation of Incidents?
What is the primary goal of deflecting the creation of Incidents?
What is included in the Problem Management Investigation and Diagnosis activities?
What is included in the Problem Management Investigation and Diagnosis activities?
What happens to the child Incidents when the Priority and Assignment Group of a Parent Incident are updated?
What happens to the child Incidents when the Priority and Assignment Group of a Parent Incident are updated?
What is a characteristic of a user with the VIP field set to true on their User record?
What is a characteristic of a user with the VIP field set to true on their User record?
What is a best practice for using Service Catalog Categories?
What is a best practice for using Service Catalog Categories?
What is the purpose of the view that can be configured to control the fields displayed when a user hovers over the reference icon next to a reference field?
What is the purpose of the view that can be configured to control the fields displayed when a user hovers over the reference icon next to a reference field?
When is a Root Cause Analysis conducted?
When is a Root Cause Analysis conducted?
What is updated on a Child Incident when a Parent Incident is updated?
What is updated on a Child Incident when a Parent Incident is updated?
What is the purpose of User Criteria when used in the Service Catalog application?
What is the purpose of User Criteria when used in the Service Catalog application?
What role is required to edit the Type field on a Change Request?
What role is required to edit the Type field on a Change Request?
When evaluating Change request states in a script include, which method is preferred for referencing a State?
When evaluating Change request states in a script include, which method is preferred for referencing a State?
What is the benefit of using State Constants in code?
What is the benefit of using State Constants in code?
Where can you find detailed instructions on adding new states to the state model?
Where can you find detailed instructions on adding new states to the state model?
What is the purpose of the ChangeRequestStateHandler?
What is the purpose of the ChangeRequestStateHandler?
What is the best practice when referring to States in code?
What is the best practice when referring to States in code?
What happens when the 'Admin Overrides' flag is set to true on an ACL, but the role is set to nobody?
What happens when the 'Admin Overrides' flag is set to true on an ACL, but the role is set to nobody?
Which field on the Incident table automatically tracks the total elapsed time between when an Incident is created until the time it is resolved?
Which field on the Incident table automatically tracks the total elapsed time between when an Incident is created until the time it is resolved?
Which feature is used to standardize the body of outbound email notifications?
Which feature is used to standardize the body of outbound email notifications?
What outlines the ways Changes may be related to Incidents?
What outlines the ways Changes may be related to Incidents?
On an Incident form, which table stores the list of potential field values displayed in the Category and Subcategory fields?
On an Incident form, which table stores the list of potential field values displayed in the Category and Subcategory fields?
In the baseline platform configuration, which role is required to perform a specific Incident Management function?
In the baseline platform configuration, which role is required to perform a specific Incident Management function?
What is Performance Analytics used for?
What is Performance Analytics used for?
Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?
Which platform feature is used to determine whether an Incident meets the conditions for First Call Resolution?
Which table stores the list of potential field values displayed in the Category and Subcategory fields on an Incident form?
Which table stores the list of potential field values displayed in the Category and Subcategory fields on an Incident form?
