Dmitri tells you that he first received the call for help from Raj at 7:54 a.m. and finally solved the executives’ problem by 10:00 a.m. Write a sample tracking record for the incident described in Case Project 13-4. Include all pertinent details that will help future troubleshooters more quickly diagnose the same kind of problem and that will enable you to give the executives thorough, clear answers in case they call to ask why the problem took so long to fix.
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