220-1102 Operational Procedures Practice Question
A technician has resolved a support ticket for a user's printer issue. Which of the following should the technician include in the ticket documentation?
⚠ Common exam trap
Many exam-takers think documenting the user's contact details or license keys is helpful for follow-up, but CompTIA tests the principle that ticket documentation should focus only on the technical resolution and outcome, not personal or sensitive data.
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 steps taken to resolve the issue and the final outcome
Proper ticket documentation in IT support requires recording the steps taken to resolve the issue and the final outcome. This ensures a clear audit trail, enables knowledge reuse, and helps with trend analysis. The CompTIA A+ 220-1102 exam emphasizes that documentation must include the resolution process and result, not extraneous personal or financial 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 personal phone number and home address
Why it's wrong here
Recording a user's personal phone number and home address on a support ticket violates privacy regulations and could expose the technician and organization to liability if the ticket is misrouted or breached. This PII has zero bearing on diagnosing or fixing the printer problem, and if any contact details are needed, they should be limited to the user's corporate email or directory profile. Documenting personal residence or mobile numbers also expands the sensitive data footprint far beyond what the ticket's purpose requires.
- ✗
The technician's hourly billing rate
Why it's wrong here
The technician's hourly billing rate is financial data that belongs in an invoice, cost center, or time-tracking system, not in the troubleshooting narrative. Internal support tickets exist to capture the technical incident and its resolution; mixing in billing rates muddies the audit trail and confuses future technicians who may misinterpret the note as relevant to the issue. Even in chargeback or customer-facing support environments, rate information is typically generated from separate billing records rather than embedded in the ticket's technical details.
- ✓
The steps taken to resolve the issue and the final outcome
Why this is correct
Documenting the steps taken to resolve the issue and the final outcome turns a support ticket into a reusable troubleshooting artifact, enabling other technicians to handle similar incidents faster and verifying that the root cause was actually addressed. This documentation also supports post-incident reviews, trending of recurring problems, and continuous improvement of support processes. Without an accurate resolution narrative, a closed ticket has no value for future reference or knowledge-base generation.
- ✗
The software license keys for all applications on the computer
Why it's wrong here
Software license keys are high-value secrets that should be stored in a dedicated software asset management (SAM) tool or a secure credential vault, not pasted into a support ticket where they may be visible to many support staff or intercepted in exports. Including license keys for all installed applications is both overcollection and an unnecessary confidentiality risk, especially when the reported problem is a printer malfunction. If licensing is truly implicated, the ticket should reference the affected key or system via a secure link rather than reproduce the key itself.
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Related to this question
Learn chapter
Documentation and Ticketing Systems
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.
Key term
Audit
An audit is a systematic, independent review of IT systems, processes, and controls to verify compliance with policies, standards, and regulations.
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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.