IT SUPPORT TICKET RESOLUTION CHECKLIST

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--- TICKET INTAKE & PRIORITIZATION ---
[ ] Ticket Subject
[ ] User Description of Issue
[ ] Ticket Category (Hardware, Software, Network, Security, Email, Other)
[ ] Severity Level (Critical, High, Medium, Low)
[ ] Estimated Impacted Users
[ ] Date/Time of Incident

--- PROBLEM DIAGNOSIS & INVESTIGATION ---
[ ] Describe the reported issue in detail.
[ ] Select affected systems/applications. (Email, Network, Hardware, Software Application A, Software Application B, Database, Other)
[ ] Error code (if applicable)
[ ] Initial diagnosis based on information provided. (Hardware Failure, Software Bug, Network Issue, User Error, Unknown)
[ ] Upload screenshots or log files (if applicable).
[ ] Steps taken for initial investigation.

--- SOLUTION IMPLEMENTATION & TESTING ---
[ ] Detailed Solution Steps
[ ] Time Spent Implementing Solution (minutes)
[ ] Solution Type (Software Patch, Hardware Replacement, Configuration Change, Workaround, Other)
[ ] Configuration Changes Made (if applicable)
[ ] Supporting Files (e.g., screenshots, logs)
[ ] Initial Testing Result (Successful, Partial Success, Unsuccessful)
[ ] Testing Notes & Observations

--- USER COMMUNICATION & UPDATES ---
[ ] Communication Method (Email, Phone Call, Instant Message, Help Desk Portal)
[ ] Last Communication Date
[ ] Last Communication Time
[ ] Summary of Last Communication
[ ] User Acknowledgment of Update (Yes, No, N/A)
[ ] Next Scheduled Communication (Brief)

--- DOCUMENTATION & KNOWLEDGE BASE UPDATE ---
[ ] Detailed Problem Description (for Knowledge Base)
[ ] Resolution Steps (Detailed)
[ ] Knowledge Base Category (Hardware, Software, Network, Security, Other)
[ ] Impact Level (for KB Search Ranking) (Low, Medium, High, Critical)
[ ] Relevant Screenshots/Logs
[ ] Knowledge Base Article Title (Short & Descriptive)
[ ] Estimated Time to Resolve (for future reference)

--- TICKET CLOSURE & VERIFICATION ---
[ ] Resolution Status (Resolved, Duplicate, Cannot Reproduce, Closed - No Action, Workaround Implemented)
[ ] Confirmation Code (if applicable)
[ ] Summary of Resolution
[ ] Time Spent on Resolution (in minutes)
[ ] User Confirmation Required? (Yes, No)
[ ] User Confirmation Received Date
[ ] Support Agent Signature

--- POST-RESOLUTION REVIEW & FEEDBACK ---
[ ] Was the user satisfied with the resolution? (Yes, No, Neutral)
[ ] User Feedback (if applicable)
[ ] Resolution Time (in minutes)
[ ] Was the root cause documented? (Yes, No, Partially)
[ ] Lessons Learned / Improvement Suggestions
[ ] Did this ticket require escalation? (Yes, No)

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