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Difficulty: Very hardDocumentation and Ticketing System Workflows

A Tier 2 support technician is assigned an escalated incident regarding a department-wide network authentication failure. The technician isolates the root cause to an expired digital certificate on the enterprise RADIUS server, installs a renewed certificate, and verifies connectivity by successfully authenticating a test account. The technician then enters detailed technical notes into the work history field describing the issue, root cause, and remediation steps. To strictly follow standard ticketing system workflow and ITIL operational practices, which of the following actions must the technician complete NEXT prior to transitioning the ticket to the Closed state?

  1. Obtain explicit confirmation from the affected users or designated department point of contact that normal service has been restored.Answer
  2. B
    Immediately transition the ticket to Closed status since technical verification was confirmed on the local test account.
  3. C
    Reassign the ticket back to the Tier 1 Service Desk queue so an entry-level technician can process the administrative archival.
  4. D
    Submit a retroactive Request for Change (RFC) to the Change Advisory Board (CAB) to authorize ticket closure.

Answer

Obtain explicit confirmation from the affected users or designated department point of contact that normal service has been restored.
In standardized ticketing workflows, once technical resolution and internal testing are complete, the technician must verify service restoration with the impacted end user or business unit representative. Only after user verification is logged should the ticket be formally transitioned to Closed status.

Step-by-Step Solution

1
Identify the current stage of the ticket lifecycle.
The technician has performed technical troubleshooting, applied the resolution (certificate renewal), verified functionality using a test account, and documented technical work notes.
Establishing the current workflow step determines what requirement remains before ticket finalization.
2
Evaluate standard ITIL and CompTIA ticketing workflow closure criteria.
Before moving an incident ticket from Resolved to Closed, the service desk standard operating procedure requires user confirmation of service restoration and user satisfaction verification.
Technician-side testing verifies functional repair, but user verification ensures business functionality is restored without secondary issues.
3
Select the correct mandatory next step in the workflow.
Contact the end user or client representative to obtain formal verification of resolution before setting the ticket state to Closed.
Closing tickets without end-user verification leads to premature closure of incomplete issues.

Key Concept

Incident Lifecycle and Ticket Closure Verification Workflow
Estimated Time:1m 30s
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Topics

Documentation and Ticketing System Workflows

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