An IT technician at a branch office resolves an incident where several staff members lost access to a shared network directory. The root cause was identified as an IP address conflict on the server hosting the share, which was corrected by reconfiguring the server's IP settings and restarting the netlogon service. Which of the following represents the mandatory procedure the technician must execute prior to changing the ticket status to Closed?
- Confirm resolution directly with the affected users and document the detailed steps taken to resolve the incident.Cevap
- BMark the ticket status as Closed immediately after verifying that the server responds to an ICMP ping request from the technician's workstation.
- CReassign the ticket to the network administration team to update the core domain system architecture logs.
- DPurge all initial user troubleshooting history and diagnostic attachments from the ticket to minimize database storage.
Cevap
The technician must confirm resolution directly with the affected end users and thoroughly document the technical resolution steps taken in the ticket notes before closing it.
The correct operational procedure mandates verifying that the service has been successfully restored from the end-user's perspective and documenting the specific troubleshooting steps and root cause in the ticketing system before closing the ticket.
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Anahtar Kavram
Incident Closure and Verification Workflow