A Level 1 technician replaced a user's failed AC adapter and verified the laptop now charges correctly. According to help-desk ticketing best practices, what should the technician do next before closing the ticket?
Update the laptop's asset record with the new AC adapter's serial number, then close the ticket.
Escalate the ticket to Tier 2 support so a senior technician can verify the repair.
Add concise resolution notes describing the AC adapter replacement and set the ticket status to Resolved.
Move the ticket to Pending status and email disposal instructions for the defective adapter to the user.
Best practice dictates that a ticket contain clear, concise resolution notes. The technician should briefly record the AC-adapter replacement and mark the issue as resolved. Updating the asset database, escalating for senior review, or placing the ticket in a pending state may occur in some workflows, but documentation of the fix is the immediate required step before closure.
Ask Bash
Bash is our AI bot, trained to help you pass your exam. AI Generated Content may display inaccurate information, always double-check anything important.
Why is it important to add resolution notes to a help-desk ticket?
Open an interactive chat with Bash
What is the difference between setting a ticket to Resolved and Closed?
Open an interactive chat with Bash
When should a Level 1 technician escalate a ticket instead of resolving it?