100-140 Question 44
Single answerYou are troubleshooting a network issue where a user is unable to connect to the company intranet. After identifying and resolving the problem by reconfiguring the user's IP settings, what is the most appropriate next step to ensure proper documentation of the resolution?
- A
Write a detailed summary of the issue and the steps taken to resolve it in the ticketing system.
- B
Send an email to the user explaining what caused the issue and how to avoid it in the future.
- C
Delete the ticket since the issue has been resolved and no further action is needed.
- D
Log only the error code in the ticketing system without describing the resolution.
Show answer and explanation
Correct answer: A
Explanation
Documenting the steps taken to resolve an issue in the ticketing system is a critical component of IT support. It ensures that the support team has a clear record of what occurred and how it was fixed, which can be useful for knowledge sharing, trend analysis, and preventing similar issues in the future.
- A. Correct.
Writing a detailed summary in the ticketing system ensures that the resolution steps are documented for future reference and aligns with best practices in IT support.
- B. Incorrect.
While informing the user may be helpful, it does not fulfill the requirement to document the resolution in the ticketing system.
- C. Incorrect.
Deleting the ticket is not appropriate, as it removes all record of the issue and its resolution, which is critical for tracking and learning purposes.
- D. Incorrect.
Logging only the error code does not provide enough detail for future troubleshooting or reference.