Podcast
Questions and Answers
What is the recommended approach for reporting a problem to cloud services?
What is the recommended approach for reporting a problem to cloud services?
- Immediately report the problem without gathering any details
- Contact multiple clients before reporting the problem
- Gather the facts and determine the impact (correct)
- Skip gathering the facts and focus on determining the impact
Why is it important to gather specific error messages when reporting a problem to cloud services?
Why is it important to gather specific error messages when reporting a problem to cloud services?
- To make the report longer
- To provide precise details about the issue (correct)
- To make the issue appear more serious
- To confuse the support team
What should be noted when determining when the problem occurred?
What should be noted when determining when the problem occurred?
- Specific user's personal details
- General time of day
- Specific times (including time zone) (correct)
- The location of the support team
Why is identifying the location where the problem occurred significant?
Why is identifying the location where the problem occurred significant?
What should be considered while determining the impact of an issue?
What should be considered while determining the impact of an issue?
Why is trying to reproduce the error important when reporting a problem to cloud services?
Why is trying to reproduce the error important when reporting a problem to cloud services?
What is the main purpose of Transact's Incident Management process?
What is the main purpose of Transact's Incident Management process?
When does the formal Incident Management process not apply according to the text?
When does the formal Incident Management process not apply according to the text?
What should be selected on the help portal based on the decision between Incident and Problem?
What should be selected on the help portal based on the decision between Incident and Problem?
What is the purpose of providing details in the 'Gather the facts' step according to the text?
What is the purpose of providing details in the 'Gather the facts' step according to the text?
When should Cloud Services be formally notified by sending an email to the appropriate Pagerduty address?
When should Cloud Services be formally notified by sending an email to the appropriate Pagerduty address?
What is the purpose of responding in the product’s disruptions Slack channel according to the text?
What is the purpose of responding in the product’s disruptions Slack channel according to the text?
When will Cloud Services start an outage bridge and may ask for someone to join according to the text?
When will Cloud Services start an outage bridge and may ask for someone to join according to the text?
Where can Cloud Services access further details of a ticket according to the text?
Where can Cloud Services access further details of a ticket according to the text?
Why might an issue be categorized as a Problem instead of an Incident according to the text?
Why might an issue be categorized as a Problem instead of an Incident according to the text?
What is the purpose of creating a root cause analysis according to the text?
What is the purpose of creating a root cause analysis according to the text?
