Documentation - Documenting in Ticketing System

Writing Documentation in Ticketing or Bug Systems

Importance of Documentation

• Writing clear documentation in ticket systems is essential for providing an audit trail.

• Documentation allows others to see what solutions worked, and what didn’t when they encounter similar issues.

• You do not have to document every process every time; instead, write once and refer back to it for similar incidents.

Approaches to Documentation

• Avoiding Redundant Documentation: If you encounter recurring issues, document them comprehensively once.

• Referencing Existing Documentation: Link back to previously written documentation in new tickets to save time.

Examples of Documentation Quality

Poor Documentation Example

• Description: A ticket lacking details, for instance: "Problem resolved."

• Issues:

  • No clarity on the issue at hand.

  • No information on the actions taken to resolve the issue.

  • Leaves future technicians with no guidance if they face the same problem.

Effective Documentation Example

• Description: A well-documented ticket outlines the following:

  • Issue Description: Clear elaboration on what the problem was.

  • Cause of the Issue: Insight into what caused the issue.

  • Resolution Steps: Detailed steps that the IT support specialist took to fix the problem.

• Benefits:

  • Provides necessary context for team members.

  • Facilitates learning and improves future troubleshooting for similar problems.