🎯 Learning Intention

I will learn how ticketing systems organize IT field work and practice identifying the information a technician needs to solve a request.

✅ Success Criteria

I can explain what a ticket is, describe the parts of a good ticket, and fill out a sample ticket with clear, professional information.

🧠 Warm-Up — Tech Journal Prompt

Write 3–4 sentences:

When you ask someone for help with technology, what information do you usually give?

What information do you leave out that might actually matter?

📚 Vocabulary

Ticket — A record of an issue that needs to be solved, containing details about the problem, device, user, and steps taken.

Queue — The list of open or assigned tickets waiting to be completed.

Priority Level — A label that shows how urgent a ticket is (Low, Medium, High).

Documentation — Notes the technician writes for clarity, record-keeping, and future support.

📣 Mini-Lecture — “Why Ticketing Exists in IT”

Short and real:

• Field work = solving problems efficiently
• You can’t fix what isn’t described
• Tickets protect the tech and the user