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Question

Difficulty: HardDocumentation and Ticketing System Workflows

A system administrator resolves an issue where workstations in a remote branch office were failing to obtain authentications from a newly migrated domain controller due to misconfigured subnets in Active Directory Sites and Services. After correcting the site bindings and verifying connectivity, the administrator must complete the ticket lifecycle. Which of the following documentation actions are required before closing the support ticket? (Select TWO.)

  1. Log the specific root cause, network configuration changes made, and verification test results in the ticket's internal resolution notes.Answer
  2. Update the Configuration Management Database (CMDB) to associate the updated domain controller subnet mappings with the remote branch site asset records.Answer
  3. C
    Edit the initial user-submitted ticket description to replace the original symptom report with the final technical diagnosis.
  4. D
    Close the ticket immediately upon confirming network ping response without contacting the end user or site contact for verification.

Answer

Proper ticketing workflow requires logging the complete technical resolution notes (including root cause and verification steps) and updating infrastructure dependencies in the CMDB before obtaining user sign-off and closing the ticket.
Correct ticket workflow standards dictate that technicians log comprehensive resolution entries (including the root cause, steps taken, and confirmation testing) and update associated asset management database (CMDB) records to reflect configuration updates.

Step-by-Step Solution

1
Analyze technical documentation requirements for ticketing lifecycle completion.
Identified that comprehensive work logs (root cause, remediation steps, verification) are mandatory for resolution logging.
Capturing full technical details prevents duplicate effort on recurring issues and maintains an accurate audit trail.
2
Evaluate asset management and CMDB workflow integration.
Identified that site subnet reassignments must reflect in the asset management database attached to the ticket.
Maintaining synchronized CMDB infrastructure records ensures operational documentation reflects current environment configurations.
3
Identify improper ticketing procedures in distractors.
Rejected options that overwrite original user input or bypass end-user confirmation prior to closure.
Preserving the original submission preserves audit integrity, and user confirmation verifies actual issue resolution.

Key Concept

Complete Incident Documentation and Ticket Resolution Workflows
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Topics

Documentation and Ticketing System Workflows

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