Copyright Goodheart-Willcox Co., Inc. 828 Computer Service and Repair handles most problems, the person at level one typically answers technical support questions from cue cards or a software program that has answers available for the most common customer problems and questions. Level-two support is provided for problems that are much less commonly encountered or more unique. For ex- ample, a new software application that has just been released to the public may be Repair Ticket Job Request Number: Contact Information Name: Department: Equipment Information Brand: Equipment description (CPU, amount of RAM, etc.): Operating system (if applicable): Problem description: Repair Information Service date: Diagnosis: Actions taken: Parts used: Date repair completed: Contact signature: Technician signature: Initial contact date: Phone number: Model: Service technician: SN: Date: Date: Goodheart-Willcox Publisher Figure 24-2 A repair ticket summarizes the customer’s problem or concern and lists actions taken and parts used.