Operational Procedures (Core 2)

User and device information, a clear problem description, the category, and the severity level — so the issue can be routed and prioritized correctly.

Open/new → assigned → in progress (with progress notes) → resolved (with problem resolution documented) → closed.

So other technicians can pick up the ticket without re-asking the user, and so the resolution can be reused for similar future issues.

How quickly the issue must be addressed — higher severity (greater user or business impact) means faster response and higher priority.

When the issue exceeds their skill level, permissions, or scope of responsibility, or when SLA time limits are about to be breached.

To document a known issue and its proven resolution so technicians and users can solve recurring problems without rediscovering the fix.