🎯 Learning Intention

Today I will practice logging, prioritizing, and solving tech support tickets for real or simulated campus issues.

✅ Success Criteria

I can write clear ticket entries, identify priority level, and select appropriate steps for troubleshooting.

🌍 Why Are We Learning This?

Ticketing is how IT professionals track problems and communicate fixes. It’s the foundation of real-world technical support and client service.

🧠 Warm-Up – Tech Journal Prompt

💡 “What details make a good help ticket? What’s frustrating when tickets are missing info?”

📚 Word of the Day

Priority

Definition: The order in which problems should be addressed, based on urgency and impact.

Sentence: “A whole-class computer outage is a high-priority ticket.”

Why it matters: Knowing how to set priorities helps you solve the most important problems first.

📣 Lecture & Guided Discussion

• How to document tech issues (Who, What, Where, When, Impact).

• Modeling: Assigning priority, escalating major problems.

  ✅ CFU: Read 2 ticket examples—identify what’s missing and what’s good.