ITC: 2.8.2 Ticketing Systems Facts

How can technical issues be detected?

• Through monitoring and detection software

• Through warranty status

• Through user information

What information should be recorded in the ticketing system?

• User information, device information, and problem description

• User information, device information, and warranty status

• User information, device information, and operating system

• User information, device information, and network ID number

How can the progress of problem resolution be managed?

• By organizing issues by category

• By recording progress notes

• By assigning severity levels to tickets

• By escalating tickets to higher tiers

What should progress notes in a ticket include?

• Fixes that have been tried

• Research or follow-up conversations

• Next steps that need to be completed

• All of the above

What is the purpose of a ticketing system in issue resolution?

• To track the status of a problem

• To assign tickets to specific departments

• To record progress notes

• To verify resolution of an issue

What is the status of a ticket when it has been created but not yet addressed?

• Open

• In-progress

• Solved

• Closed

What is the status of a ticket when an individual is working on resolving the issue?

• Open

• In-progress

• Solved

• Closed

What is the status of a ticket when the issue has been fixed and is awaiting customer acknowledgment?

• Open

• In-progress

• Solved

• Closed

What is the status of a ticket when the end-user or customer has verified that the problem has been solved?

• Open

• In-progress

• Solved

• Closed