A desktop support technician replaces a failed storage drive in an accounting department workstation with a new solid-state drive (SSD). The technician re-images the workstation, restores the user's data from a central backup, and verifies that the system operates normally in the presence of the end user. According to standard IT ticketing and asset management workflows, which documentation detail must be included in the ticket resolution entry before closing the ticket?
- The serial numbers and asset tag IDs of both the removed drive and the newly installed SSDAnswer
- BA brief work log entry stating only that the workstation issue was resolved and tested successfully
- CThe local administrative password and domain user login credentials used during the re-imaging process
- DThe network interface card MAC address and default gateway configuration of the department switch port
Answer
The serial numbers and asset tag IDs of both the removed drive and the newly installed SSD must be documented in the ticket resolution entry.
When performing hardware replacements, standard operating procedures dictate recording the specific asset tags and serial numbers of both the removed component and its replacement. This ensures IT asset management databases remain accurate, warranty details are tracked, and decommissioned storage media can be accounted for during data destruction audits.
Step-by-Step Solution
Key Concept
Asset Tracking and Incident Resolution Documentation