1.2.7 Verify and Document - Quick Notes

Verify the Fix Works By

• Reproducing the original activity to confirm it is resolved.
• Checking connections, status lights, or damaged components.
• Consulting logs and tools to confirm proper configuration.
• Updating software or drivers if needed.

Close the Ticket

Confirm with the customer that the problem is resolved before closing the ticket. Restate what happened and how it was fixed.

Preventive Measures

Do not just fix the issue. Eliminate the root cause so it does not happen again. For example, if a fuse blew, also check building power. If it was a virus, confirm antivirus is updating and train users.

Documentation

• Use the ticket system to record findings, actions, lessons learned, and outcomes.
• Good documentation helps future techs solve the same problem faster.
• Documentation can be compiled into a knowledge base or FAQ.
• Write clearly. Other people will read it, and it may be shown to customers as proof of work.