Which Follow Up Process is correct for incidents?

Contact de end user every 2 business days (hangouts, phone, additional comments) and close the
ticket after the 3 strike rule. Reset the process to follow up 1 when the end user replies.

Contact the end user every 3 business days (hangouts, phone, additional comments) and close the
ticket after the 3 strike rule. Continue with follow up 2 or 3 after the end user replies.

Contact the end user every 2 business days (hangouts, phone, email) and close the ticket after the 3
strike rule. Reset the Follow Up process when the end user replies.

When enabling Power BI Pro on user's computer, the Service Desk has to remove Power BI Free first. *

False

True

What is the escalation group for a Baan printer issue if the problem is not solved after resetting the printer
in Putty? *

L2_Global_Infra_Linux_Unix

L2_Global_Infra_Baan

Deskside, depending on user's location

L2_Global_Infra_Database

What is the Service Desk responsibility if Cristina Viani from L2_EMEA_App_OTC dispatch a GAP related
ticket back to SD queue? *

Contact the end user and check the GAP access (Citrix installation, network, GAP access) and close
the ticket if the user is able to log in to GAP.

Contact the end user for confirmation. If the user is still unable to access GAP, send the ticket back to
level 2.

Contact the end user for more details and dispatch the ticket to L2_Global_Infra_Citrix

What is the support group for incidents related to Ancile uPerform? *

L2_Global_App_SAP_BASIS

L2_Global_Global_App_uPerform

L2_Global_App_SAP_Security
What information is required for Atos Workflow account creation? *

Windows username, manager approval and mirror account

Employee ID, user location and manager approval

Username, Employee ID and mirror account

If the user needs access to iCIMS and he's not part of Payroll or Hiring team, he should contact HR.

True

False

Where do you dispatch a ticket related to Baan slowness in Singapore? *

L2_Global_Infra_Baan

L2_Asia_App

L2_Global_App_OTC

In order to access SAP Analysis for Excel, the end user must have account in: *

SAP ERP E1P

SAP ERP B1P

SAP ERP W1P

User should not be granted access to VDoc France without the Business Administrator's approval. *

True

False
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