220-1102 Operational Procedures Practice Question
A technician has completed a repair on a user's workstation, verified that the issue is resolved, and confirmed with the user that everything is working. According to best practices for documentation and ticketing, what should the technician do next?
⚠ Common exam trap
Many candidates think closing the ticket quickly without notes is efficient, but CompTIA emphasizes that thorough documentation is a mandatory step in the troubleshooting methodology, not an optional extra.
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 a detailed summary of steps taken and any changes made
CompTIA best practices for documentation and ticketing require that after completing a repair and verifying resolution, the technician must update the ticket with a detailed summary of steps taken and any changes made. This ensures an accurate audit trail, facilitates future troubleshooting, and supports compliance with ITIL change management processes.
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 immediately without additional notes
Why it's wrong here
Closing the ticket immediately without additional notes violates standard ticketing system best practices and change management documentation requirements. The ticket record is the only permanent trace of what was diagnosed and performed, so omitting that detail leaves future technicians without a reference point if the same symptom recurs, and it breaks audit or compliance trails in managed service environments.
- ✓
Update the ticket with a detailed summary of steps taken and any changes made
Why this is correct
Comprehensive documentation is the accepted closing procedure for a completed repair because it captures the issue, root cause, corrective actions, and any configuration changes made. This supports knowledge base reuse, enables accurate billing or warranty tracking, and provides accountability if a change leads to a later regression. A detailed summary also satisfies change management policies by recording exactly what was altered on the workstation.
- ✗
Escalate the ticket to a senior technician for review
Why it's wrong here
Escalation to a senior technician is inappropriate once the repair is verified and the issue is resolved, because escalation is designed for unresolved, complex, or high-impact problems that exceed the current technician's authority or skill level. Unnecessarily escalating a closed issue consumes senior staff time, adds avoidable delay to ticket closure, and skews metrics by inflating escalation rates without adding value to the resolution.
- ✗
Inform the user and close the ticket without documentation
Why it's wrong here
Informing the user is courteous and good customer service, but closing the ticket without any documentation is still a process failure. The user's satisfaction addresses the human side of the repair, yet the ticketing system requires a written record for operational continuity, potential legal discovery, and trend analysis of recurring hardware or software failures. Without documentation, the closure is incomplete no matter how satisfied the user is.
Visual reference
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Related to this question
Learn chapter
Password Managers and Best Practices
Key term
Change management
Change management is the structured process of planning, approving, implementing, and reviewing changes to IT systems to minimize risk and disruption.
Key term
General Data Protection Regulation
A European Union law that gives individuals control over their personal data and sets strict rules for how organizations collect, store, and process that data.
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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.