220-1102 Operational Procedures Practice Question
A technician resolves a network connectivity issue for a user by resetting the TCP/IP stack. After confirming the issue is resolved, what should the technician do NEXT according to best practices for documentation and ticketing?
⚠ Common exam trap
The trap here is that candidates might think closing the ticket quickly is efficient, but CompTIA emphasizes that documentation is a mandatory step in the troubleshooting methodology, not optional.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Document the steps taken and the outcome in the ticket
After resolving a network connectivity issue by resetting the TCP/IP stack, the technician must document the steps taken and the outcome in the ticket. This follows CompTIA's best practices for change management and ticketing, ensuring a clear audit trail for future troubleshooting, compliance, and knowledge transfer. Proper documentation also helps identify recurring issues and validates that the fix was effective.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Close the ticket without documentation
Why it's wrong here
Closing the ticket without documentation eliminates the only formal record of the diagnosis and remediation, which violates best practices for IT service management. Without a written record, other technicians cannot learn from the incident, and if the same issue recurs, the next responder will have to repeat the same troubleshooting steps, wasting time and effort. Furthermore, incomplete or 'empty' closures undermine the accuracy of help desk metrics, audit trails, and any future root-cause analysis, making this practice unacceptable in a professional IT environment.
- ✓
Document the steps taken and the outcome in the ticket
Why this is correct
Documenting the steps taken and the outcome provides a complete, timestamped record of the incident, which is essential for proper ticket closure and organizational knowledge transfer. This documentation enables subsequent technicians to quickly identify the root cause, apply the same resolution, and avoid repeating the diagnostic process. It also supports continuous improvement by allowing the help desk to analyze recurring trends, update knowledge base articles, and refine troubleshooting processes. A well-documented ticket is the technician's primary deliverable beyond the resolution itself.
- ✗
Inform the user to contact the help desk if the issue recurs
Why it's wrong here
Simply informing the user to contact the help desk if the issue recurs is a courteous but insufficient action because it leaves no trace of the resolution in the ticket system. If the problem does return, the user must initiate a new request, and that subsequent technician will have to start from scratch without historical context, leading to longer resolution times and frustration. Proper closure requires that the technician actively records the resolution, tests the fix, and updates the ticket status so the service desk has an accurate, self-serve reference for future occurrences.
- ✗
Notify the change management board
Why it's wrong here
Notifying the change management board is unnecessary in this context because change management applies to planned, deliberate changes to IT infrastructure or services that might introduce risk or require approval, not to a routine troubleshooting repair that restores an existing configuration to its normal operational state. Sending an unnecessary change notice would create noise and administrative overhead for the change board, and it does not fulfill the technician's obligation to document the incident's resolution. The correct administrative action is to update the ticket with the resolution and confirm the user's service is restored.
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Related to this question
Learn chapter
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Key term
Audit trail
An audit trail is a chronological record of events, changes, or activities in a system that provides evidence of who did what, when, and from where.
Key term
Audit
An audit is a systematic, independent review of IT systems, processes, and controls to verify compliance with policies, standards, and regulations.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1102 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1102 exam.