Emergency Ticket Handling Quiz
Emergency Ticket Handling Quiz
Test your knowledge on emergency ticket protocols and processes. This quiz will help you understand the best practices for handling E and R tickets in your service environment.
Topics covered include:
- SLA compliance.
- E-ticket management.
- Emergency reporting contacts.
- Notification processes.
- Effort time guidelines.
1. What happens if a service does not accept E4 in the SLA?
A. Deny the E4 ticket creation
B. Create the E4 ticket with a similar service
C. Create an R1 and explain the reason to the user
D. Create the ticket as informative
2. Which E tickets are not handled by EIM?
A. Tickets that are impacting a vendor service
B. Tickets created by Jan Tresnak
C. They should handle all E tickets
D. Local E tickets for MX
3. What is the order of MX contacts to report emergency tickets?
A. Daniel Eduardo Francisco Garcia, Josue Dearceu Zavala Ramirez, Karina Ortega Jactthar
B. Karina Ortega Jactthar, Daniel Eduardo Francisco Garcia, Jose Luis Mora Garcia
C. Carlos Cazares, Karina Ortega Jactthar, Adrian Vazquez Cruz
D. EIM team
4. For tickets E4 and R1 in MX you must send a notification email to:
A. SJO ITS SDesk Express Leads sjo-its-sdesk-express-leads@dhl.com
B. Notificaciones R1 notificaciones.r1@dhl.com
C. Karina Ortega Jactthar
D. EIM-EXP_GBS_MAIL@dhl.com
5. For E4 tickets the effort time must be less than 10 minutes:
True
False
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