When closing a help-desk ticket, which field must the technician complete to provide a concise record of how the incident was fixed and to enable future reference?
Resolution notes (problem resolution summary)
Progress/troubleshooting notes
Severity level
Issue description
Most ticketing platforms include a dedicated "Resolution notes" (or "Resolution details/summary") field. This section records the root cause and the steps taken to restore service so that other technicians can review the fix the next time the same problem appears. Issue descriptions and progress notes log what happened before the fix; severity levels help prioritize work, but none of them summarize the final solution.
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