Quiz 2 - Ticket Workflow

1.

1 point

A "ticket" that Epic Analysts create in ServiceDesk is known as a:

Request

Change

Build

2.

1 point

A "ticket" that is placed by end users or anyone else, and describes some issue, is known as a:

Request

Change

Problem

3.

1 point

Requests placed in the system always require some build to be done by an analyst.

True

False

4.

1 point

Requests are categorized by team, and priority. Most tickets will be assigned a priority of:

3 - Medium

4 - Elevated

5 - Normal

5.

1 point

If you have modified a record, you must always list the specific _____ you modified in that record.

Master files

Items

Contacts

Information

6.

1 point

Not all changes require peer review.

True

False

7.

1 point

You are not sure that your reviewer has documented her review. Where must you look in the change to find her review?

In the Notes section, near the bottom of the main page.

By clicking on the Review tab.

In the Build Tracker.

Your reviewer will document in Outlook.

8.

1 point

Which of the following are required for CAB to even look at your change?

All records, including their INI, ID, and name.

All items that were edited in modified records.

Peer review note

The status must be approval pending.

All of the above

9.

1 point

You can adjust the upper part of the change template (INI, Records, Category Lists, etc) to be more organized, based on your own or your application's preferences.

True

False

10.

1 point

The ______________ is a Subject Matter Expert (SME), Corporate Director, or clinical team member that is associated with your change.

11.

1 point

BCD (B-Trax) is what we will use in the future for:

Build tracking

Creating change control tickets

Both

Neither

12.

1 point

You will complete your build in the ___ environment.

POC

PRD

SUP

TST

13.

1 point

The ___ environment is a nightly refresh from the PRD environment. You can test your build ideas here and it is also helpful for post-release testing of your change.

14.

1 point

Changes made in POC are automatically sent to TST.

True

False

15.

1 point

The remediation plan in your change ticket is:

Documented just in case the build causes a problem

Your specific instructions on how to remove your build

It is often not very complicated to do (just a matter of inactivating or unreleasing records)

All of the above