# Ticket triage training worksheet

Fictional exercise. Source: training-source-sop.md, authored 30 October 2026. No approved operational policy or completed learner test is claimed.
Use a simulation or approved test environment. Record only invented test ticket references.

## Open-book practice
1. Identify the source purpose, trigger, required access and exclusions.
2. For test ticket SIM-101, a delivery-status request, list the six source steps.
3. Record what evidence you would inspect after saving and after reopening.

## Recall practice
After reviewing the source, set it aside briefly and answer. Then reopen it and correct your answers.
Q1. Which category and queue does the fictional example specify?
Q2. Why does selecting a queue on screen not complete verification?
Q3. The required category is absent. What action is supported by the source?
Q4. A save displays an unclear outcome. What should you avoid assuming?
Q5. The ticket also requests a refund. Does this SOP authorize a refund or customer reply?
Q6. Name two prerequisites before this draft could become an operational procedure.

## Demonstration record
Ticket reference | Source version | Step attempted | Observed result | Unresolved question | Reviewer note

## Later practice
At a later session, repeat Q2-Q5 with a different invented ticket reference. Choose timing with the trainer.