In this section of the course, we're going to be covering details, we're going to add details to our ticket. We're going to check for updates to our ticket, and we're going to be closing on tickets. Let's go ahead and get started. I'm going to click Sign In. And like I said, one of the things we want to do first thing in the morning is check for updates to our tickets. Maybe we got off work at 5pm and third shift came in maybe 7011 overnight.

So let's go ahead and check our updates or not tickets. Let's start with 10 o'clock. Go here, we don't see anything go to resolution. Okay. We're going to go down to Nancy Wilson. We don't see any other tier two resolution.

And let's go down to john McDonald. User wasn't able to log in, click resolution, Aha. So there is an update to this ticket, we see that the coworker put the the date 530 in the time that the individual called along with the username of the person that went ahead updated our ticket. Now, this is a great convention that a lot of IT professionals use. Like I said before, you can never have too many details. So now when I come into work, I know yesterday at 7:26pm, this coworker of mine frosty, as most likely his last name and first initial, he reported at the user contacted to help this report a constant lockout.

So now I see that this is kind of becoming a trend for this individual. So I'm going to follow up for them. Today, but let's go back up to an o'clock. We know that we already resolved this printer, the user wanted a new laptop. So we're going to go ahead and go to resolution. Now one of the things that I like to do in it is keep a log of my tickets, maybe in something like Notepad.

That way no matter what time I close the ticket, I have an accurate log of when the actual work occurred. So we're going to follow the same convention as our coworker frost here. We're going to do the date, the time and our username. So I'm going to go back up to Anna Clark. I'm going to click resolution and I'm going to open up my notepad where I have my logs already predefined. We see here and Clark, I'm going to select this entire section, copy and paste Sorry, let's highlight this again.

Try one more time. There it is. Sorry. All right, so we see our details here in the ticket. We have our date that the work was done, the time that it was completed, also with our username. I'm going to click Save.

Now let's go into our next individual, Nancy Wilson. We're going to do the same thing. I'm going to go to resolution. Go here, select this entire section. Copy and Paste. Hit Save.

And last but not least, we're going to go to john McDonald. Copy this entire section here and also We're going to add a little bit of information, we're not going to close this ticket, because we see that he's still having a little bit of an issue. But we can still add the information that we have the work that we did, basically, to this ticket. See if I can go ahead and there it is. Click Edit. So we're going to add the information on the work that we did for this individual.

We know that we contact the user and verify that the user was able to log in, but it was actually an office 365 account. So we're going to click safe. And the reason why we're not going to close this ticket out, is because we see from our co workers stated before that he's having a constant lockout. So we're going to check with him today to see if he's still having that lockout. So as I stated before, it's all about details and the reason why details about Your tickets are so important is because if there's no details, and there's no ticket, it never happened. So sometimes IT professionals may get upset because they're constantly doing work for certain individuals.

And sometimes that help goes a notice. Well, that's just the way it works in it. If there's no ticket, it never happened. So it's always important to make sure that you put a ticket in for everything that you do in it. So let's go ahead and go to Anna Clark. Let's go ahead and close this ticket.

Make sure our resolution is there. Let's close our ticket. Alright, we see this ticket has been closed successfully. Let's go down to Nancy Wilson. Make sure our resolution is there and hit close ticket. And last but not least, I believe it was john McDonald, but we're not going to close john.

We see we have Another ticket here by Jackie Wilson. The screen needed to be fixed. And we did indeed fix the screen. So let's go ahead and update this ticket. Do today's date, the time that it occurred, this just say 2pm and put our initials. Okay, now let's go ahead and add our details.

We contacted the user, please, effective spring. Now one of the key words that we always have to keep in mind is what? verification we have to note that we verified That after we replaced the screen that the screen was showing, basically functional. So let's go ahead and type that. After successfully replacing the defective screen we verified that screen displays properly. Okay, so now we have our date, time initial, we stated that we did contact the individual and we did also verify that the screen worked properly.

We're going to click save and we're going to close our ticket. Okay, we see that the ticket closed successfully. So As stated before, guys, it's all about details. That's the only way that you can cover the work that you actually complete in it. And it also helps with showing a history of the individual as well. This is something that's common that's going on something like john McDonald.

Maybe he's been getting locked out over the past three to four weeks. This is something that we can maybe look out for his Active Directory account, or different things like that. So I hope you guys enjoyed this course. I will see you again in the next one.