220-1102 Question 642
Single answerCategoriesA help desk technician is reviewing incoming support tickets for a midsize company that uses a ticketing system with issue categories such as Hardware, Software, Network, Security, and Account Access. One employee reports that they can sign in to Windows, but every time they open the company accounting application, they receive an error stating their account is not authorized to use the program. The PC is otherwise functioning normally, and the user can access email and shared folders. Which category should the technician assign to this ticket FIRST to ensure it is routed to the most appropriate team?
- A
Hardware
- B
Network
- C
Software
- D
Account Access
Show answer and explanation
Correct answer: D
Explanation
The best category is Account Access because the problem is not with the device, operating system, or network connection. The key detail is the application's authorization error despite successful Windows sign-in and normal access to other services. In practical service desk workflows, categorizing tickets based on the primary cause helps ensure accurate routing and faster resolution. This aligns with common IT support best practices used in incident management, where authentication and authorization issues are handled differently from software malfunctions or hardware failures. A technician should use the symptom details to choose the category most closely tied to permissions or user rights rather than the category most closely tied to where the error appears.
- A. Incorrect.
Hardware is incorrect because the workstation is operating normally. The user can boot the system, sign in to Windows, and use other resources, which makes a physical device failure or peripheral issue unlikely.
- B. Incorrect.
Network is incorrect because the scenario does not indicate a connectivity problem. The user can access email and shared folders, which shows that network access is working. The application error specifically refers to authorization, not communication or connectivity.
- C. Incorrect.
Software is plausible but incorrect as the best first category. While the issue appears when launching an application, the error message indicates the user lacks permission to use it. That points to an identity or entitlement issue rather than a program crash, install problem, or compatibility fault.
- D. Correct.
Account Access is correct because the user can authenticate to Windows but lacks authorization within a specific application. In real support environments, access and permissions issues are commonly categorized separately from general software incidents so they can be routed to the team that manages user rights, licensing, or application entitlements.