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CIS - ITSM 6

What field becomes mandatory when the Incident On hold reason is set to Awaiting Caller?
Configuration Item
Additional comments
Work notes
Assined to
Which UI action can be selected on an incident or a problem record to check if you are part of the assignment group?
Auto Assign
Assign to me
Update Assignment Group
Create assignment rule
Authorising an order is usually associated with the _______ stage in the Request Management Lifecycle.
Submittal
Fulfilment
Approval
Closure
How do you specify the set amount of time agreed upon to respond to or resolve an incident?
Urgency
Service level agreements (SLAs)
Additional comments
Work notes
The problem and the solution have just been identified. What stage of the lifecycle is the problem in?
Creation and classification
Resolution and Closure
Investigation and Diagnosis
None of the above
What CMDB table stores the basic attributes of all the configuration items?
Configuration File (cmdb_ci_config_file)
CI Relationship [cmdb_rel_ci]
Configuration Item [cmdb_ci]
Base Configuration Item [cmdb]
What state is used when an Incident is raised in error or identified as a duplicate of another incident record?
Closed
Canceled
On Hold
Resolved
What table do you need to update to view the callers with VIP status on the Incidents list and form?
Incident_alert
Incident_fact_table
Sys_user
Sys_restricted_caller_access
What 'On hold reason' can pause the resolution SLA in an Incident?
Awaiting Caller
Awaiting Problem
Awaiting Vendor
Awaiting Change
What is the best way to share a knowledge article with another user?
A permalink
Sharing the keywords
Copying and pasting the text
Taking a screenshot
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