Ticketing Systems & Documentation

Class: Internship Prep (CAP/CBP)

Duration: 50 minutes

Objective: Students will understand how ticketing systems work, why documentation matters, and how to write effective troubleshooting notes.

1. Warm-Up (5 min

Prompt on board:

“If a computer issue takes you 2 hours to fix, but you don’t record what you did, what happens the next time the same problem occurs?”

Have students share answers — guide toward lost time, inconsistent fixes, and poor communication.

2. Mini-Lecture & Discussion (15 min)

What is a Ticketing System?

• A digital tool for tracking IT issues, service requests, and project tasks.
• Common examples: Jira Service Management, Zendesk, Freshservice, ServiceNow.
• Key fields in a ticket:
  • Ticket ID / Reference Number
  • Date & Time Opened
  • Requestor / Customer Name
  • Problem Description
  • Assigned Technician
  • Steps Taken / Troubleshooting Notes
  • Resolution Summary
  • Date & Time Closed

Why Documentation Matters in IT:

• Provides historical record of issues.
• Improves consistency and repeatability in solutions.
• Protects against liability (proof of action).
• Helps with team communication — anyone can pick up where another tech left off.

Best Practices for Documentation: