42 lines
875 B
Markdown
42 lines
875 B
Markdown
# Lab OPS-1: Build a Good Ticket
|
|
|
|
Domain:
|
|
- 4.0 Operational Procedures
|
|
|
|
## Goal
|
|
|
|
Practice writing a useful ticket from a support scenario.
|
|
|
|
## Scenario
|
|
|
|
A user named Jordan says their Windows laptop is slow after sign-in. The device is asset tag LAP-2048. The issue started yesterday after a software update. They need the laptop for a client call in two hours.
|
|
|
|
## Ticket Fields
|
|
|
|
Fill in:
|
|
- User:
|
|
- Device:
|
|
- Asset tag:
|
|
- Issue summary:
|
|
- Category:
|
|
- Severity:
|
|
- Business impact:
|
|
- Troubleshooting steps:
|
|
- Escalation needed:
|
|
- Resolution:
|
|
- Follow-up:
|
|
|
|
## Asset Check
|
|
|
|
Record what you would verify:
|
|
- Warranty:
|
|
- Assigned user:
|
|
- Installed software:
|
|
- Recent changes:
|
|
- Replacement availability:
|
|
|
|
## What You Should Learn
|
|
|
|
- Good tickets include user, device, impact, steps, and resolution.
|
|
- Asset records support warranty, lifecycle, licensing, and ownership decisions.
|
|
|