Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.

• A.True
• B.False

Correct Answer: B

Explanation
Closed incidents are read-only for non-administrators.
Incidents can only be reopened by users with the admin role.
Users with the itil role cannot reopen closed incidents.
ESS users have a Reopen Incident button on resolved Incidents

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In Knowledge Management, where can user criteria NOT be used?

• A.Can Contribute related list on the knowledge base
• B.Can Read field on the knowledge article
• C.Can Read related list on the knowledge base
• D.Cannot Read held on the knowledge article
• E.Roles field on the knowledge article

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Universal Containers has a process to allow an employee to submit a vacation request and route it to the employee's manager for approval. An employee attempted to submit a request but it could NOT be submitted.
How should the administrator troubleshoot this?

• A.Ensure the user record has an assigned active manager.
• B.Review the system log to determine the root cause.
• C.Ensure the approval step has an associated action.
• D.Use workflow to email the administrator if the process fails.

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Which of the following can be used as a 'non-code' alternative for some Catalog Client Scripts to populate data on an Item?

• A.Catalog UI Policy
• B.Catalog Data Lookup
• C.Variable Set
• D.Catalog Client Script

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When documenting requirements, it is important to include the customer preferred designed choices.

• A.True
• B.False

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