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Difficulty: MediumDocumentation and Ticketing System Workflows

A tier 1 service desk technician finishes resolving a network authentication issue on an end user's workstation. To comply with standard IT service management (ITSM) ticketing system workflows before marking the ticket as closed, which of the following actions must the technician perform? (Select TWO.)

  1. Document the root cause and specific resolution steps taken in the ticket work logAnswer
  2. Obtain confirmation from the end user that normal functionality has been fully restoredAnswer
  3. C
    Close the ticket immediately after applying the fix without recording technical findings to reduce metrics overhead
  4. D
    Reassign the ticket to Tier 2 support so administrative staff can perform ticket archiving

Answer

The technician must document the root cause and resolution steps in the work log and verify with the end user that normal functionality is restored before closing the ticket.
Standard ITSM ticketing workflows mandate that technicians thoroughly document technical details (root cause, symptoms, resolution steps) and verify with the end user that the issue is fixed before setting the ticket status to closed.

Step-by-Step Solution

1
Complete technical documentation in the service management system.
The ticket contains detailed notes explaining the root cause and exact troubleshooting/remediation steps performed.
Accurate logging creates an auditable record and helps build organizational knowledge for future incidents.
2
Verify service restoration with the end user.
The user tests the system and confirms the issue is resolved.
User verification ensures the solution worked as expected in the production environment prior to formal ticket closure.

Key Concept

Incident Closure and Documentation Best Practices
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Topics

Documentation and Ticketing System Workflows

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