Application Support Analysis

Who Assigns the tickets to Application Support Group?

Level 1

Level 2

Shift Incharge

Monitoring Person

Who Assigns priority to the ticket at the begining?

Monitoring Person

Shift Incharge

Level 2

Level 1

First level investigation is done by the monitoring person.

True

False

Can't Say

Level 1 technician sends the first response?

True

False

Can't say

Why do we capture the details of the issue in HD?

To identify problematic areas

To identify frequent issues

To segregate tickets for reporting purposes

All of above

Which of the below is not a project stream?

Back office

Smart pay

Core Remittance

Help Desk

COP is complaining about the non delivery of Bill payment file. The Request type is..

Incident

Service request

COP is complaining about the non delivery of Bill payment file. The issue/purpose of this ticket is..

Automated services – Process issues

Automated services – Mailing issues

Application errors

Both first and second options

What does the Category imply?

Project Stream

Type of the issue

Module

None of these

What does Sub Category majorly implies?

Project Stream

Module

Type of the issue

Request type