Deck · CompTIA A+
Operational Procedures (Core 2)
Ticketing, change management, backups, safety, privacy, professionalism, scripting, and remote access (Core 2 Domain 4, 21%).
84 cards · audited · SM-2 spaced repetition
Included with the full CompTIA A+ program — 9 decks, 800 cards.
Sample cards
What core fields should a support ticket capture when it is created?
User and device information, a clear problem description, the category, and the severity level — so the issue can be routed and prioritized correctly.
What is the typical lifecycle of a support ticket?
Open/new → assigned → in progress (with progress notes) → resolved (with problem resolution documented) → closed.
Why must ticket progress notes and resolution details be written clearly?
So other technicians can pick up the ticket without re-asking the user, and so the resolution can be reused for similar future issues.
What does a ticket's severity level determine?
How quickly the issue must be addressed — higher severity (greater user or business impact) means faster response and higher priority.
When should a technician escalate a ticket?
When the issue exceeds their skill level, permissions, or scope of responsibility, or when SLA time limits are about to be breached.
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Master operational procedures (core 2) — and the rest of CompTIA A+.
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