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Now that we've talked a little
bit about documenting processes,
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let's talk about how you write
documentation in ticketing or bug systems.
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You don't have to leave a full
example of process documentation for
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every ticket you handle.
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If you encounter the same issue,
just write the documentation once,
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then refer back to it.
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One of the more important aspects of
writing documentation in a ticket or
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bug, is that you leave an audit trail
to see what worked and what didn't.
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Let's take a look at some examples
of awesome documentation and not so
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awesome documentation in ticketing and
bug systems.
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This isn't helpful at all since we
don't know what the issue was or
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what the IT support
specialist did to fix it.
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If someone stumbled upon this
ticket with the same issue,
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it would be pretty useless.
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This is an example of
a great ticket documentation.
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The tech described what the issue is,
what caused the issue, and
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the specific steps they
took to resolve it.
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