DOC-006

Ticket Closed / No Notes

Service desk / Documentation quality / Ticket closure / Rev 1.0
1 / What happened

A ticket was closed, but the notes do not explain the problem, action, or result.

Symptoms
Status closed / blank resolution / confused user
Applies to
Service desk ticket closure
First rule
A ticket is not done until the next person can follow it
2 / Why it happens

Most cases are missing resolution, early closure, or notes that are too vague for the user or next technician.

3 / Diagnose

Is the resolution missing?

  1. Read the resolution field.Check for the actual fix, not just "done" or "resolved".
  2. Check the timeline.Look for symptoms, checks, actions, and user replies.
  3. Check user confirmation.Was the result confirmed or only assumed?
  4. List missing facts.Problem, checks, action, result, owner, next step.
4 / Fix safely

Add factual resolution

Do not invent checks that did not happen.
  1. Review ticket history.
  2. Add known facts only.
  3. Contact user or technician if facts are missing.
  4. Add resolution note and user-facing summary.
  5. Verify: ticket explains problem, checks, action, and result.
5 / Document it

Record what was missing, what was corrected, and whether the ticket is resolved or still owned.



Related cases
Candidate rows for deeper practice.
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