CompTIA A+ Core 2 (220-1202)Operational ProceduresEasy
A user submits a help desk ticket that only states "computer is broken." Which action should the technician take FIRST to ensure the ticket is properly documented before working on the issue?
- AClose the ticket and open a new one with better information
- BContact the user to gather specific details about the symptoms and update the ticket
- CEscalate the ticket to management for reassignment
- DAssign the ticket to a senior technician without further review
Show answer & explanationAnswer & explanation
Correct answer: B. Contact the user to gather specific details about the symptoms and update the ticket
Proper documentation requires clear, detailed problem descriptions. The technician should contact the user to clarify symptoms and update the ticket before troubleshooting, ensuring an accurate record and efficient resolution.
Why the other options are wrong
- A. Closing and reopening wastes time and loses the original record.
- C. Escalation is unnecessary before basic information is even gathered.
- D. Assigning without information leads to wasted effort and poor documentation.
Ticket Documentation
The practice of recording clear, specific details about a user's issue in a ticketing system to support efficient troubleshooting and historical tracking.
- Vague tickets slow down resolution
- Details should include symptoms, error messages, and steps taken
- Good documentation supports knowledge base creation
Memory trick: Details Drive Direction: gather info before you fix.