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Difficulty: MediumDocumentation and Ticketing System Workflows

A tier 1 service desk technician resolves an issue where an account manager cannot print to a newly installed network printer. After identifying that the workstation was configured with an incorrect IP port address, the technician updates the port configuration and successfully prints a test page. According to standard ticketing system workflows, which of the following actions should the technician perform next before closing the ticket?

  1. Document the root cause, specific configuration changes made, and obtain user confirmation that printing functionality is verified.Answer
  2. B
    Mark the ticket as closed immediately since the test page printed successfully during the troubleshooting session.
  3. C
    Escalate the ticket to Tier 2 network administration to document the printer's MAC address in the print server log.
  4. D
    Update the configuration management database (CMDB) to mark the network printer as decommissioned.

Answer

Document the root cause, specific configuration changes made, and obtain user confirmation that printing functionality is verified.
Complete ticketing workflows require recording the root cause, specific remediation actions taken, and confirming with the end user that the issue is resolved to their satisfaction before officially closing the ticket.

Step-by-Step Solution

1
Identify the remaining documentation requirements following technical resolution.
Recognize that technical repair (printing test page) is complete, but administrative ticket closure workflow steps remain.
Standard operational procedures require complete documentation entries before ticket closure.
2
Record resolution details and contact the user for verification.
The ticket contains clear notes regarding the root cause (incorrect IP port) and confirmed fix, and the user validates that the printer works for their needs.
User verification ensures customer satisfaction and prevents premature ticket closure if secondary issues exist.

Key Concept

Incident Ticket Closure and Documentation Requirements
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Topics

Documentation and Ticketing System Workflows

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