During an end-of-day quality review, a junior technician's ticket note reads:
"Rebooted PC and it finally works!!! :) User is stoked."
The help-desk supervisor asks the technician to revise the entry so it meets the service desk requirement for clear, concise written communication. Which revision would BEST satisfy that requirement?
Rebooted workstation to clear hanging print spooler service. Verified successful login and printing with user.
Followed the user's request to reboot the PC. The user confirmed the issue is now resolved.
Resolved. The workstation was restarted.
Restarted the user's computer because the printer was not working. It works now.
Clear and professional ticket notes should avoid slang, emoticons, and vague statements. The best revision briefly identifies the action taken (rebooted workstation), states the specific cause that was addressed (a hanging print spooler service), and records how success was verified with the user. The other options are still too vague, lack critical details about the cause of the problem, or are incomplete, which prevents them from meeting documentation standards.
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 for ticket notes to be clear and concise?
Open an interactive chat with Bash
What is a 'hanging print spooler service' and why would rebooting the workstation help?
Open an interactive chat with Bash
What are some common mistakes technicians make when documenting tickets?