Records that help.
WHAT TO RECORD IN EVERY TICKET
What was reported What you found What you did What resolved it What you verified
WHY THE FOURTH AND FIFTH SEPARATELY
Because what you did and what actually resolved it are frequently different.
WHY IT MATTERS
The next occurrence is faster Patterns become visible Others can continue your work There is a record if questioned
WHAT MAKES A RECORD USELESS
"Fixed" "User error" No detail of what was tried
WHAT TO WRITE
Enough that a colleague could understand without asking you.
WHAT TO AVOID
Blaming the user in the record Anything you would not want read by them
WHY
Records are frequently visible more widely than expected.
WHAT TO LINK
Related tickets, and knowledge articles.
WHAT TO UPDATE
The knowledge base, when something is worth recording permanently.
WHAT TO RECORD ABOUT CHANGES MADE
What was changed, where, and why.
WHY
So the next fault can establish what changed.
