To submit the answers/responses please create an Excel sheet that looks like the one shown below:
Question(1) If a user calls for the Paper Jam on a particular Print smart printer, We will :
(1) Reboot the Printer, if it does not clear jam will send a ticket to the IBM Technical Support.
(2) Follow the printsmart documentation & try to clear jam, if it does not help will send the ticket to the Local IT to do the same.
(3)Will follow the printsmart documentation & try to clear jam, if it does not help will send the ticket to the IBM Technical Support to do the same.
(4)Will give the Device Contact Details to the user & close the ticket.
Question(2) If a user reports low toner on a Print-smart Printer.We should assign a ticket to :
(1)Ibm Technical Support
(2)Ibm Supply Order Support
(3)Local IT of the place to check if the toner is really low.
(4)Hardcopypoutservices.
(5)None of the above as ticket is to be closed.
Question(3) User calls to report that a particular Print-smart Printer needs to have the print-queue canceled or cleared, We will :
(1)Send in a ticket to the Loal IT.
(2)Ask the user to turn the printer Off & turn it back on.
(3)Send in a ticket to the Ops Windows Team.
(4)Will give the Device Contact Details to the user & close the Ticket.
(5)Send a ticket to the IBM Technical Support.
Question(4)A user calls or you receive a ticket that says "there is low toner on a particular print-smart, backup toner is not available". We should :
(1)Refer the user to the Device Contact.
(2)Should check with the Device contact if the Backup Toner is there or not.
(3)Send the ticket directly to the IBM technical Support.
(4)Send the ticket to the IBM Supply Order team.
Question(5) If a print-smart printer is not ping-able, we will : (This question has more than one correct responses, please enter all)
(1)Check if the Printer name is correct.
(2)Will send a ticket to the Local Desktop Support, to check the connectivity & ensuring that printer is 'ON'.
(3)Send a ticket to the LAN team to check the connectivity.
(4)Will send a ticket to the CIS Rf team to lift the restrictions on the Printer IP.
(5)Will send a ticket to the Windows Team to check if there is something wrong with the Printer IP.
(6)Will refer the user to the device contact.
(7)Send a ticket to the IBM Technical Support.
Question(6)If a user needs help installing a Print smart printer. We should
(1)Send a ticket to the IBM Technical Support.
(2)guide him through the GPWS site.
(3)send a ticket to the Local Desktop Support, to install the printer drivers for him.
(4)refer the user to the device contact.
(5)Will send a ticket to the(Remote Desktop Support) RDS team for assisting the user with the installation
Question(7) If a user gets the error message "Windows has blocked this software as the publisher can not be verified" on trying to install a printer from the GPWS site. We should
(1)Send a ticket to the IBM Technical Support.
(2)send a ticket to the Local Desktop Support, to install the printer drivers for him.
(3)refer the user to the device contact.
(4)send a ticket to the(Remote Desktop Support)RDS team for assisting the user with the installation
(5)send a ticket to the GAM (Ops Account Admin) team to add the user to the printer access group.
Question(8)If a user needs to install a standalone printer, to be used at home on to his Cummins Laptop, We should
(1)Send a ticket to the IBM Technical Support.
(2)send a ticket to the Local Desktop Support, to install the printer drivers for him.
(3)refer the user to the device contact.
(4)send a ticket to the(Remote Desktop Support)RDS team for assisting the user with the installation
(5)send a ticket to the GAM (Ops Account Admin) team to add the user to the printer access group.
(6)Direct the user to the softwareshelf.cummins.com page.
Question(9) If a user needs to order a new print-smart printer, we will
(1)Send a ticket to the IBM Technical Support.
(2)ask the user to contact the BUIT leader.
(3)refer the user to the device contact.
(4)help him in buying the printer from the IBM website.
(5)direct the user to the hadwareshelf.cummins.com
(6)Direct the user to the softwareshelf.cummins.com page.
(7)the user to the hardcopyoutputservices.cummins.com
Question(10)If a user reports that the only printer in the whole building needs service, & they are unable to print the invoice orders which is causing a financial impact :
(1)I will send a High ticket to the Ibm Technical Support (Mentioning the same in the worklog)
(2)I will send an urgent ticket to the Local IT
(3)I will send a Low ticket to the Ops Unix Team.
(4)I will send a medium ticket to the Ibm Technical support(updating the work log properly)
Question(11) If you receive a call / ticket which states :
"PUSPRINT01 ; PUSPRINT02 ; PUSPRINT03 all the three printers in the building need service. Printer locations are {x;y;z}.
Please direct this to the IBM Technical support". I will :
(1)Direct the ticket to the IBM Technical support.
(2)Direct the ticket to the IBM On-site Dispatch queue.
(3)Direct the ticket to the IBM technical support but raise the impact to HIGH as it is affecting multiple printers.
(4)Will split the ticket in three different tickets one per Printsmart.
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