Field Scenario
A technician performs several routine, proactive maintenance tasks across multiple customer systems but doesn’t formally document any of it since nothing went wrong.
What You Actually Do
- Document this proactive maintenance work with the same discipline as reactive support tickets
- Recognize that undocumented work provides no record if a future issue relates back to this maintenance
- Apply consistent ticketing discipline regardless of whether the work was reactive or proactive
- Understand this discipline matters even more in remote work, without an in-person visit prompting natural documentation
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