A help desk technician has successfully resolved a network connectivity issue on a user's workstation by updating the wireless driver and resetting the network adapter settings. Which of the following details are essential components of a complete ticket resolution record before closing the request? (Select TWO.)
- Detailed description of the troubleshooting steps and specific configuration changes performedAnswer
- BThe end user's domain login credentials for administrative verification
- Confirmation of issue resolution and operational verification from the end userAnswer
- DAn immediate re-assignment of the ticket to Tier 2 escalation support for archiving
Answer
A complete ticket resolution entry requires recording the specific troubleshooting steps and configuration changes made, along with obtaining user confirmation of service restoration.
Proper ticket documentation requires detailing the specific repair actions taken so that other technicians can reference the solution in the knowledge base, alongside confirming with the affected user that normal functionality has been restored.
Step-by-Step Solution
Key Concept
Ticket Resolution and Documentation Workflows