220-1102 Operational Procedures Practice Question
A technician resolves a printer issue by clearing a paper jam. After confirming the printer is working correctly, what should the technician do NEXT according to best practices for documentation and ticketing?
⚠ Common exam trap
It's easy for candidates to think confirming with the user or closing the ticket immediately is the priority, but CompTIA emphasizes that documentation of the resolution in the ticket is the mandatory next step to maintain a complete audit trail and support continuous improvement.
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
✓
Update the ticket with the steps taken and resolution.
After resolving a printer issue by clearing a paper jam and confirming the printer is working correctly, the next step per ITIL-based best practices is to update the ticket with the steps taken and resolution. This ensures an accurate audit trail, enables knowledge base reuse, and satisfies change management documentation requirements. Closing the ticket prematurely or skipping documentation violates standard operational procedures for incident management.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Update the ticket with the steps taken and resolution.
Why this is correct
Proper documentation is the final step in a help desk workflow; recording the specific steps taken to clear the jam and the final resolution creates a complete audit trail. This enables future technicians to diagnose identical jams faster, supports root-cause analysis, and ensures SLA closure criteria are met. Without this update, the ticket is not considered fully resolved in most ITSM systems.
- ✗
Close the ticket immediately.
Why it's wrong here
Immediately closing the ticket without recording steps taken removes the only evidence of the diagnosis and corrective action, leaving no history for audit or trend analysis. In most ITSM platforms, a closed ticket is effectively read-only, so any missed details cannot be added later without formally reopening it. This practice also artificially inflates resolution metrics while providing no value for future troubleshooting.
- ✗
Email the user to confirm the issue is resolved.
Why it's wrong here
Emailing the user verifies satisfaction but does not transfer the resolution details into the central ticketing system, leaving no permanent record that the jam was cleared and how. Even if the user replies, that email thread is not part of the formal incident documentation unless it is attached to or logged in the ticket. Communication is a complement to, not a substitute for, updating the ticket.
- ✗
Inform the help desk manager of the resolution.
Why it's wrong here
Routing a routine paper-jam resolution to the help desk manager is an unnecessary escalation and does not preserve the technical steps in the historical record. Managers monitor dashboards and queued tickets, so the completed ticket itself provides the required visibility and metrics. Only major incidents or scope changes warrant direct manager notification, not a standard repair.
Visual reference
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Related to this question
Learn chapter
Password Managers and Best Practices
Key term
Incident
An incident is a security event that violates an organization's policies or threatens its data, systems, or operations, requiring a structured response.
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.
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JA
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.