This simulation should take approximately 5 minutes.
In this scenario, you are logged into Service Manager as a second line support analyst. You will view the To Do Queue and open the Incident.
You will diagnose the issue and determine that the printer requires a reset. Once you have reset the printer, you will then set a reminder to check the print queue in one and half hours time to ensure the print queue has been cleared.
Diagnose an Incident and
set a Reminder
Click here to Exit.
This simulation was designed to give you the opportunity to practise the steps required to:
View your To Do list
Set an Incident's status to Diagnosed
Set a Reminder
Related Simulations: This simulation is part of a larger scenario which should be followed in the same order as the list below, you are currently viewing the highlighted simulation.
Register an Interaction and Escalate to an Incident
View the Group To Do Queue and Assign Incidents
Diagnose an Incident and Set a Reminder
Update an Incident, Mark as Problem Candidate
Review To Do List, Confirm Incident Resolution and Close