Examkin

Question

Difficulty: MediumDocumentation and Ticketing System Workflows

A help desk technician resolves an issue where a user was unable to access shared network drives following a password expiration. The technician guided the user through a domain password reset, verified that the user could access all required network folders, and confirmed that normal operations were restored. Before changing the ticket status to resolved or closed, which of the following is the MOST appropriate documentation step the technician should take?

  1. Document the root cause, exact resolution steps taken, and user confirmation in the ticket work log.Answer
  2. B
    Mark the ticket as closed immediately without adding resolution details to maintain a low average call handling time.
  3. C
    Send a separate unencrypted email to the network administrative team detailing the password reset while leaving the ticket work log blank.
  4. D
    Reassign the ticket to Tier 2 support so they can perform the final documentation review and ticket closure.

Answer

The technician should document the root cause, exact resolution steps taken, and user confirmation in the ticket work log.
According to CompTIA A+ operational procedures, completing an incident ticket requires entering comprehensive details into the work log—including the problem cause, specific resolution steps executed, and confirmation that the user is satisfied—before marking the ticket as resolved or closed.

Step-by-Step Solution

1
Identify the standard operating procedure for ticket lifecycle management.
Recognize that resolved incidents require complete documentation prior to ticket closure.
Complete ticketing records enable knowledge sharing, accurate reporting, and auditability.
2
Evaluate the mandatory components of a ticket resolution entry.
Determine that the entry must contain the root cause (password expiration), specific steps taken (guided password reset and drive access verification), and user confirmation.
Capturing these elements ensures the issue is verified and documented accurately.
3
Select the option reflecting thorough documentation within the ticketing system.
Documenting resolution details and user confirmation directly in the ticket work log is the correct final action.
Omitting details or escalating resolved tickets violates ticketing workflow best practices.

Key Concept

Incident Lifecycle Documentation and Ticketing Workflows
Rate this question

Topics

Documentation and Ticketing System Workflows

More questions from this topic