A support technician finishes resolving an issue where a remote employee's workstation was unable to synchronize local database files with the corporate repository following a network disruption. The technician successfully restored the database synchronization service and verified data integrity. According to standard operating procedures for ticketing system workflows, which of the following actions should the technician perform before resolving and closing the incident ticket? (Select TWO.)
- Document the detailed root cause, diagnostic findings, and specific resolution steps in the ticket work log.Answer
- Obtain explicit confirmation from the end user that the file synchronization functionality is fully restored.Answer
- CSet the ticket status directly to Closed without recording troubleshooting notes to maintain low ticket handling metrics.
- DReassign the ticket to Tier 3 network engineering for routine post-incident archiving.
Answer
The technician must document the detailed root cause, diagnostic findings, and specific resolution steps in the ticket work log, and obtain explicit confirmation from the end user that the file synchronization functionality is fully restored.
Standard ticketing system workflows dictate that once an incident is technically remediated, the technician must document all work performed, including root cause and resolution steps, into the work log for knowledge management. Furthermore, the technician must verify with the end user that the system is functioning to their satisfaction before updating the ticket status to resolved or closed.
Step-by-Step Solution
Key Concept
Incident Ticket Documentation and User Verification Workflow
Estimated Time:1m 30s