220-1102 Question 638
Single answerTicketing systemsA help desk technician receives a call from a finance employee who cannot print to a shared network printer before payroll reports are due. The technician verifies the issue, restarts the print spooler on the user's PC, and printing works again. The employee asks the technician to leave the ticket open for a few days "just in case it fails again." According to ticketing-system best practices, what should the technician do NEXT?
- A
Close the ticket immediately without notes because the issue is resolved
- B
Document the troubleshooting steps, confirm the user can print successfully, and close the ticket according to procedure
- C
Escalate the ticket to the network team because shared printers are infrastructure devices
- D
Leave the ticket open indefinitely so the user can reopen it without creating a new ticket
Show answer and explanation
Correct answer: B
Explanation
This question tests practical use of a ticketing system after a successful fix. In A+ Core 2 contexts, technicians are expected to follow the full support process, not just resolve the technical problem. Best practice is to document findings, record all actions taken, verify functionality with the user, and close the ticket using the organization's procedures. This creates an audit trail, supports knowledge sharing, and improves future troubleshooting. Many IT service management frameworks and help desk procedures emphasize accurate documentation, status updates, and proper closure rather than leaving tickets open after resolution. If the problem happens again, the ticket can be reopened if the platform and policy allow, or a new incident can be created to track recurrence accurately.
- A. Incorrect.
This is incorrect. Even when an issue is resolved, ticketing best practices require documenting the problem, actions taken, and resolution before closure. Closing without notes creates poor historical records, reduces accountability, and makes trend analysis or future troubleshooting harder.
- B. Correct.
This is correct. In a proper ticketing workflow, the technician should record the symptoms, steps performed, and successful resolution, confirm service restoration with the user, and then close the ticket based on organizational procedure. A resolved issue should not remain open simply as a precaution; if it recurs, a new or reopened ticket can be created according to policy.
- C. Incorrect.
This is incorrect. Escalation is appropriate when the technician cannot resolve the issue, lacks authorization, or identifies a broader infrastructure problem. In this scenario, the technician already resolved the user's immediate issue by restarting the print spooler, so escalation is unnecessary and would waste resources.
- D. Incorrect.
This is incorrect. Leaving resolved tickets open indefinitely is poor ticket management. Open tickets are typically used to track active work, pending user response, or unresolved issues. Keeping resolved tickets open distorts queue metrics, affects SLA reporting, and makes it harder for support teams to prioritize actual unresolved incidents.