220-1102 Operational Procedures Practice Question
A technician resolves a printer issue for a user. According to best practices for documentation and ticketing, which step should the technician complete after resolving the issue?
⚠ Common exam trap
Candidates often think closing the ticket quickly (Option A) or deleting it (Option C) is efficient, but CompTIA tests the principle that documentation is a mandatory step in the troubleshooting methodology, not an optional afterthought.
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 resolution steps and close the ticket.
ITIL best practices and CompTIA's operational procedures mandate that after resolving an issue, the technician must document the resolution steps (including root cause, actions taken, and any configuration changes) before closing the ticket. This ensures a complete audit trail, enables knowledge reuse, and supports future troubleshooting. Closing without documentation violates change management and knowledge management principles.
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 adding any notes.
Why it's wrong here
Closing the ticket without appending a resolution note severs the audit trail and historical record of the incident. Without a documented root cause and fix, the support team cannot perform trend analysis or enrich the knowledge base, so identical faults will force technicians to re-diagnose from scratch. Most enterprise ITSM platforms also validate SLA and compliance metrics based on closed-ticket data; unannotated closures produce a null record that defeats that reporting.
- ✓
Document the resolution steps and close the ticket.
Why this is correct
Documenting the resolution steps and then closing the ticket completes the incident management lifecycle by capturing the root cause, the exact corrective actions, and any workaround applied. This entry becomes a reusable knowledge article that accelerates future triage, allows problem management to identify systemic issues, and provides auditors with a verifiable record of the technician's actions. Proper closure with documentation also ensures ITIL-aligned processes and key performance indicators such as first-time-fix rate and mean time to repair retain their accuracy.
- ✗
Delete the ticket to maintain a clean queue.
Why it's wrong here
Deleting the ticket purges all evidence that a service disruption ever occurred, erasing the historical data necessary for capacity planning, resource allocation, and recurring-fault analysis. In regulated environments, ticket records may be legally embedded in a service log or managed in a tamper-proof audit chain, so deletion could constitute a compliance violation. Even if the queue appears cleaner, you lose the metrics that measure technician workload and system reliability, and any unresolved root cause will resurface without a reference point.
- ✗
Email the solution only to the requesting user.
Why it's wrong here
Emailing the solution to the user leaves the ticketing system unchanged, so the incident remains open or, worse, unresolved in the system of record. Other technicians, dispatchers, and automated escalation rules stay blind to the work performed, causing duplicated effort, misrouted escalations, and skewed SLA statistics for that ticket. Without a closed record, the resolution is also unattributable for staff performance review, and a user's mailbox is not a durable searchable repository for institutional knowledge.
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Related to this question
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Windows Services Management
Key term
Audit
An audit is a systematic, independent review of IT systems, processes, and controls to verify compliance with policies, standards, and regulations.
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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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.