An IT technician has resolved an issue where an executive user's laptop was unable to connect to the corporate wireless network. The technician successfully restored connectivity by updating the network adapter drivers and reconfiguring the wireless profile settings. According to standard ticketing system workflows, which of the following actions should the technician perform NEXT before closing the ticket?
- Document the specific resolution steps taken, verify full functionality with the user, and record the final resolution notes in the ticket.Cevap
- BReassign the ticket to Tier 2 support to perform a secondary administrative review of the newly installed driver version.
- CImmediately change the ticket status to Closed and purge the original issue description to maintain database security.
- DElevate the ticket priority code to Critical so that it is included in the executive management weekly incident report.
Cevap
Document the specific resolution steps taken, verify full functionality with the user, and record the final resolution notes in the ticket.
The correct option outlines standard ITSM ticket closing best practices: clearly documenting the root cause and specific remediation steps taken (updating drivers and reconfiguring profile), verifying that the solution works to the user's satisfaction, and saving comprehensive resolution notes.
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Incident Resolution and Ticket Closure Workflow Requirements