220-1102 Operational Procedures Practice Question
A technician has completed a software update on a user's workstation and verified with the user that everything is working correctly. According to best practices for ticketing and documentation, what should the technician do BEFORE closing the ticket?
⚠ Common exam trap
The trap here is that candidates may prioritize speed metrics (Option A) or assume manager notification is required (Option D), but CompTIA specifically tests the principle that documentation is a mandatory step before closure, 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 issue, steps taken, and resolution in the ticket
ITIL best practices and CompTIA's operational procedures emphasize that thorough documentation is essential before closing a ticket. The technician must record the issue, steps taken, and resolution to ensure an accurate audit trail, facilitate future troubleshooting, and meet compliance requirements. Closing without documentation violates standard change management and knowledge base creation protocols.
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 to maintain a high resolution speed metric
Why it's wrong here
Closing the ticket immediately to chase a high resolution speed metric sacrifices the organization's institutional memory. A ticket with no documented symptoms, diagnosis, or fix is useless for future troubleshooting, and it violates the principle that accurate documentation is a core ITIL practice. Resolution speed should never override the requirement to leave a complete audit trail, especially when the same issue may recur in other workstations.
- ✓
Document the issue, steps taken, and resolution in the ticket
Why this is correct
Documenting the issue, steps taken, and resolution in the ticket is the correct action because it creates a permanent, searchable record that other technicians can use to resolve similar problems efficiently. This documentation supports root cause analysis, change management review, and compliance audits, and it aligns with standard ITSM frameworks like ITIL. A fully documented ticket also allows the help desk to verify that the fix truly addressed the user's problem rather than merely masking a symptom.
- ✗
Mark the ticket as resolved but leave the details for later
Why it's wrong here
Marking the ticket as resolved while leaving details for later is an incomplete and unreliable practice because the technician assumes that they will remember the exact commands, configuration changes, or workarounds used; this is rarely true under time pressure. Incomplete tickets break the audit trail and leave future technicians without context, forcing them to re-diagnose the issue from scratch. It also risks violating service-level agreements that require closure notes to be recorded before the ticket is considered finished.
- ✗
Notify the help desk manager that the ticket is complete
Why it's wrong here
Notifying the help desk manager instead of documenting the work transfers information orally, which is ephemeral and not accessible to the team or to future audits. A verbal update does not update the ticketing system, meaning the ticket history remains empty and the resolution is effectively lost to the organization. This action fails to meet the minimum documentation standards expected in professional IT support environments, where the ticket itself is the official record of the work performed.
Go deeper
Related to this question
Learn chapter
Software Patch 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
Compliance
Compliance is the process of ensuring that an organization follows laws, regulations, standards, and internal policies that apply to its operations and data handling.
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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.