An IT department follows standard IT service management (ITSM) guidelines for handling support incidents. Place the following stages of the incident ticket workflow in the correct sequential order from initial occurrence to final administrative completion.
- 1Ticket Logging and Categorization: Record user contact details, issue summary, urgency, impact, and initial category.
- 2Initial Investigation and Triage: Perform diagnostic checks, gather error logs, and record preliminary troubleshooting notes.
- 3Ticket Escalation: Reassign the ticket to Tier 2 specialized support and attach all preliminary diagnostic findings.
- 4Resolution and User Verification: Apply the required fix and directly confirm with the affected user that normal functionality is restored.
- 5Documentation and Ticket Closure: Record the final root cause, update knowledge base articles, and update status to closed.
Answer
The correct sequence for the incident ticket workflow is: 1) Ticket Logging and Categorization, 2) Initial Investigation and Triage, 3) Ticket Escalation, 4) Resolution and User Verification, and 5) Documentation and Ticket Closure.
The standard ITSM incident management workflow begins with ticket logging and categorization upon user contact, followed by initial investigation and triage by Tier 1 technicians. If unresolved, the ticket is escalated to Tier 2 with detailed notes. Once solved, the technician implements the resolution and verifies functionality with the user, ending with final documentation and official ticket closure.
Step-by-Step Solution
Key Concept
ITSM Incident Management and Ticket Lifecycle