220-1102 Operational Procedures Practice Question
A technician resolves a ticket where a user could not access the internet because the network connection was disabled. After enabling the connection, internet access is restored. According to documentation best practices, what should the technician include in the ticket?
⚠ Common exam trap
Many candidates think recording the IP address is helpful for future reference, but CompTIA tests the principle that documentation should capture the resolution process, not static data that is irrelevant to the fix.
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
✓
The exact steps taken to resolve the issue
Documentation best practices require recording the exact steps taken to resolve the issue, such as re-enabling the network adapter via the Control Panel or `netsh interface set interface` command. This ensures a clear audit trail, aids in trend analysis, and provides a repeatable solution for similar future incidents. The CompTIA A+ 220-1102 objectives emphasize that ticket documentation should focus on the resolution process, not extraneous data.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The user's login credentials
Why it's wrong here
Recording the user's login credentials in a ticket is a critical security violation and directly contrary to industry best practices such as NIST and ITIL guidelines. Passwords and usernames are sensitive authentication data that must never be stored in plain text or in a repository accessible to support staff, as this exposes them to unauthorized use and compromises accountability. A resolution note should instead document the authentication-related fix, such as resetting the password or unlocking the account, without ever revealing the actual credential values.
- ✓
The exact steps taken to resolve the issue
Why this is correct
The exact steps taken to resolve the issue are the most valuable part of a ticket's resolution documentation, because they turn a single incident into a reusable knowledge-base article. By recording specific commands, settings changes, and verification procedures, future technicians can reproduce the fix, reducing mean time to resolution and enabling consistent troubleshooting. This practice also provides an audit trail that supports compliance, post-incident review, and continuous improvement of IT processes.
- ✗
The IP address of the user's computer
Why it's wrong here
While the user's IP address can be useful for context—such as identifying the subnet or for remote session history—it is not the core of what should be documented in the resolution section. IP addresses are often dynamically assigned via DHCP and may change, making them unreliable for long-term reference, and the address alone does not explain how the issue was fixed. The resolution note should focus on the procedural steps that led to a successful outcome, not on transient network metadata.
- ✗
The user's full name and department
Why it's wrong here
The user's full name and department are typically captured automatically when the ticket is created from the user's report, so repeating them in the resolution note adds no informational value. Resolution documentation is meant to describe the technical action taken, not to restate the ticket's metadata or requester's identity, which would only clutter the record. Duplicating PII also increases the risk of unnecessary data exposure, so it is better to leave that information in the ticket's header and keep the resolution log concise.
Visual reference
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Related to this question
Learn chapter
Documentation and Ticketing Systems
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
Control Panel
Control Panel is a central graphical interface in Windows operating systems used to configure system settings, manage hardware, and control user preferences.
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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.