100-140 Question 9
Single answerYou are part of an IT support team that uses a ticketing system to manage customer issues. A high-priority ticket has been open for two days and has now exceeded its SLA resolution time. Upon investigation, you find that the ticket was reassigned twice and remained idle in the queue for several hours during each reassignment. Which action should you prioritize to prevent such SLA breaches in the future?
- A
Implement an automated workflow to track and escalate idle tickets.
- B
Extend the SLA resolution times for high-priority tickets.
- C
Disable ticket reassignment to ensure tickets are resolved by the initial assignee.
- D
Introduce a new KPI to measure total ticket reassignment count.
Show answer and explanation
Correct answer: A
Explanation
The best way to prevent future SLA breaches caused by idle tickets is to address the root cause: delays during ticket processing. Automating workflows to track and escalate idle tickets ensures timely action, improving queue management and adherence to SLAs.
- A. Correct.
Implementing an automated workflow to track and escalate idle tickets ensures that any delays or idle time are promptly addressed, reducing the risk of SLA breaches.
- B. Incorrect.
Extending SLA resolution times is not an effective solution as it does not address the root cause of the delays and could compromise service quality.
- C. Incorrect.
Disabling ticket reassignment is impractical and could lead to unresolved tickets if the initial assignee is unavailable or lacks the expertise.
- D. Incorrect.
Introducing a KPI to measure ticket reassignment count may provide useful insights but does not directly address the issue of idle time or SLA breaches.