Ticket Management Process

What is the first step after opening a ticket?

Once a ticket is worked on, what should be done next if the test on dev is successful?

Who is responsible for marking the CCB for production as reviewed?

What action is required to update the status of the CCB in FXPortal?

What occurs immediately after the code is deployed on dev?

After testing on staging, what is the subsequent step regarding the ticket?

What must be done before the DBA reviews the CCB?

If Bob creates a ticket, what is the next action taken by the developer?

Ticket Processing Workflow

Opening a ticket initiates the process, which is first assigned to Bob.
Bob is responsible for classifying incoming tickets, as well as creating new tickets himself.
After Bob's action, the ticket may be forwarded to another team member for further processing.

Handling Tickets

Upon receiving a ticket, the assigned person must work on the solution, including writing code.
The code is deployed in a development environment (dev) for initial testing.
Successful testing in the dev environment prompts the creation of a Change Control Board (CCB) request for staging.

Deployment and Review Stages

The ticket undergoes a deployment in staging, where it is also reviewed and tested.
After passing the staging review, the next step involves creating a CCB for production deployment.
The individual who reviewed the ticket must verify the CCB for production, marking it as reviewed.

FXPortal and CCB Status Update

The reviewed CCB status must be updated in FXPortal, the system used for ticket status tracking.
The reviewer is responsible for marking the CCB as approved.
Once approved, the CCB status changes to "pending DBA review" before finalizing the deployment process.

This quiz covers the ticket management process from creation to deployment. Understand the roles of ticket creators, classifiers, and developers in the workflow. Test your knowledge on the steps involved when addressing service requests.