Tickets and IT support best practices

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Answer the basics of best practice in IT technology ticketing

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Julia

United States

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Froggy Jumps Tickets and IT support best practicesOnline version Answer the basics of best practice in IT technology ticketing by Julia 1 When you are asked for technology help, you should a Look up to see if there is already a ticket and if so, read up on what's already been done b Create a ticket c Run away 2 It's important when updating a ticket a to be super brief, using words like "done" or "completed" b go into enough detail so that anyone who has to review it at a later date knows what was done. c provide at least twenty seven photographs with circles and arrows on them and a paragraph for each 3 How often should you update a ticket that you are working on? a No more than once a week b As often as you do work on it, but no less than once a week c Only when the work is complete 4 When working on a ticket, what's the best way to communicate with the person who needs assistance (the requestor)? a Use the comments in the ticket, making sure it's not set to IT view only b Call them, and then update the ticket with a comment summarizing the call c A or B 5 Should you update a ticket if you call or stop by and nobody is there? a No b Yes c I'm not sure, I'll ask John Wade for guidance 6 When you are asked for technology help, and it's not your area, you should a Tell them to email or call someone else b Suggest they go to the Geek Squad at Best Buy c Tell them you'll see what you can do, create a ticket, and include as much detail as possible.

Froggy Jumps

Tickets and IT support best practicesOnline version

Answer the basics of best practice in IT technology ticketing

by Julia

When you are asked for technology help, you should

Look up to see if there is already a ticket and if so, read up on what's already been done

Create a ticket

Run away

It's important when updating a ticket

to be super brief, using words like "done" or "completed"

go into enough detail so that anyone who has to review it at a later date knows what was done.

provide at least twenty seven photographs with circles and arrows on them and a paragraph for each

How often should you update a ticket that you are working on?

No more than once a week

As often as you do work on it, but no less than once a week

Only when the work is complete

When working on a ticket, what's the best way to communicate with the person who needs assistance (the requestor)?

Use the comments in the ticket, making sure it's not set to IT view only

Call them, and then update the ticket with a comment summarizing the call

A or B

Should you update a ticket if you call or stop by and nobody is there?

Yes

I'm not sure, I'll ask John Wade for guidance

When you are asked for technology help, and it's not your area, you should

Tell them to email or call someone else

Suggest they go to the Geek Squad at Best Buy

Tell them you'll see what you can do, create a ticket, and include as much detail as possible.

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Tickets and IT support best practices

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Tickets and IT support best practicesOnline version

by Julia

When you are asked for technology help, you should

It's important when updating a ticket

How often should you update a ticket that you are working on?

When working on a ticket, what's the best way to communicate with the person who needs assistance (the requestor)?

Should you update a ticket if you call or stop by and nobody is there?

When you are asked for technology help, and it's not your area, you should

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