PropertyLink SNOW Issue Management Training
PropertyLink SNOW Issue Management Training Quiz
Test your knowledge on the SNOW Issue Management process within PropertyLink with this engaging quiz. Designed for BSS team members, this quiz covers various aspects crucial for effective incident management.
- 12 Multiple Choice and Checkbox questions
- Immediate feedback on your answers
- Enhance your understanding and improve service delivery
When an Incident first enters the SNOW queue it is assigned to the group:
PropertyLink-Business-Support-AO
Thirdparty-AO-ACN-MTP
PropertyLink-Resolver-Group-AO
PropertyLink-AO-ACN-MTP
When an incident enters the SNOW queue it is assigned to:
A random BSS team member
No one, it must be assigned by someone in the BSS team
Automatically assigned to the BSS member who is most available according to the SNOW System
Natalie McPhee or Anthony Ciamapa to assign to a BSS member
If IT fix the issue rather than a BSS Team Member, who do we prefer to resolve the ticket in SNOW:
The BSS will resolve the ticket following confirmation of the fix
IT will resolve the ticket after a BSS has advised them to do so following confirmation of the fix
BSS will advise the TCO and/or SM of the fix and they will resolve the ticket
BSS or IT communicate the fix to the User and they will resolve the ticket
If a ticket has been lodged via the IT Self Service Portal what will the Short Description of Issue field be prefixed with in the SNOW System
PROPERTYLINK QBE -
PropertyLink-MTP
PROPERTYLINK-ACN
PropertyLink Business Support AO
Which of these is a trigger to automatically send emails to the person in the End User [Caller (End User) field]. (hint: they are check boxes, multiple answers may be right):
A new ticket is logged
The "Do not send customer notification" box is unticked
A ticket is assigned
Additional Customer Notes (Customer visible) field is updated
The "Pending reason = Awaiting customer response" and the "Do not send customer notification” checkbox is unticked
As part of the monitoring process checking the status and activities on a SNOW ticket includes which activities (hint: they are check boxes, multiple answers may be right):
State
Assignment group
Assigned to
Notes & activities
End User [Caller(End User) field]
Where should BSS Team Members go to seek guidance and authority on the severity and priority of an issue:
The BSS Team Leader
The Product Owner (Natalie Eyles)
The Process Owner (Anthony Ciampa)
The individual BSS will have to determine the priority and severity of their issues.
What does this icon do:
Assign to me
Contact the End User
Open a list of other BSS Team Members to assign to
Contacts IT Support
What is the initial SLA for a BSS Team Member to triage a system related issue or processing issue:
Within 24 hrs of notification
Within 6 hours of notification
Within 60 min of notification
Within 30 minutes of notification
As a BSS Team Member your expected communication channels will include (hint: they are check boxes, multiple answers may be correct):
End User (level 0)
BPS (level 1)
QBE Third Party Application Support Team (level 3)
ENData (level 4)
There is an identifier in emails generated out of SNOW in the format of "Ref:MSG#". What should a BSS Team Member remember about this identifier:
BSS should not remove this identifier
BSS should remove this identifier
BSS should replace this identifier with PropertyLink-AO
BSS should replace this identifier with the Incident number
When does the filtered view under the Notes tab of a ticket change:
When you move between tickets
It does not refresh until you modify it
When you update a ticket
When you double click the filter icon
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