Examkin

Question

Difficulty: EasyDocumentation and Ticketing System Workflows

A service desk technician finishes replacing a faulty RAM module on a user's workstation. After verifying with the user that the computer is functioning properly, which of the following details must the technician record in the ticket's final resolution entry?

  1. A clear description of the problem, the specific resolution steps taken, installed hardware details, and user verificationAnswer
  2. B
    Only the total duration of the support interaction and a status change to closed
  3. C
    A formal request for retroactive Change Advisory Board approval for the RAM replacement
  4. D
    The user's domain login account password and local administrator credentials

Answer

A clear description of the problem, the specific resolution steps taken, installed hardware details, and user verification
When closing an incident ticket, standard service desk workflow requires documenting a summary of the issue, the exact steps taken to resolve it, any replaced components or configuration changes, and confirmation that the user verified the fix. This ensures complete record-keeping and enriches the team's knowledge base.

Step-by-Step Solution

1
Identify the required components of a complete ticket resolution entry.
Recognize that complete documentation includes issue description, troubleshooting steps, replacement hardware details, and user sign-off.
Accurate records ensure future technicians can reference past fixes in the organization's knowledge base.
2
Evaluate the choices to select the complete documentation practice.
Select the option that specifies documenting the problem summary, action taken, replaced hardware, and user verification.
Omitting key steps or recording sensitive data (such as passwords) violates operational procedures.

Key Concept

Ticket Resolution Documentation Requirements
Estimated Time:45s
Rate this question

Topics

Documentation and Ticketing System Workflows

More questions from this topic