An end-user calls the help desk and states: "My workstation hangs on the Windows logo every time I turn it on. I have to hold the power button for several seconds to shut it off."
When creating the ticket, which of the following problem descriptions BEST captures the user's report?
Workstation freezes on Windows logo during startup; user must perform hard shutdown.
Monitor brightness is low, and the keyboard is not responding.
Workstation performance is sluggish, and several applications require updates.
A proper ticket entry should convey the specific symptom, when it occurs, and any user action needed to recover. Option 1 restates the user's observation (freeze on Windows logo during startup) and notes the forced shutdown, making it clear and concise. The other choices describe unrelated symptoms (slow performance, display/keyboard issues, wireless drops) and would mislead the technician reviewing the ticket.
Good documentation practices for ticketing systems emphasize clear, concise issue descriptions to aid triage and escalation.
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.
What should I include in a problem ticket for accuracy?
Open an interactive chat with Bash
How can I differentiate between relevant and irrelevant problems?
Open an interactive chat with Bash
Why is it important to have a clear problem description?