A technician has just resolved a network issue where several users were unable to access the company's internal CRM platform. The root cause was traced to an incorrect configuration on a new network device that was recently deployed. After restoring service, what is the most appropriate way for the technician to proceed with documentation?
Sending an informal email to the IT team describing the problem and how it was resolved, without further recommendations.
Verbally communicating the resolution to the immediate supervisor and considering the matter closed without any written record.
Create a detailed report including the problem description, steps taken to resolve the issue, the root cause, and any recommendations for preventing future occurrences.
Noting down the issue and resolution on a post-it note and sticking it on the side of the monitor for future reference.
The correct answer is "Create a detailed report including the problem description, steps taken to resolve the issue, the root cause, and any recommendations for preventing future occurrences." A formal report captures all critical details in a central repository, making it accessible for future reference and for other technicians. Writing the information on a post-it note is unreliable and easily lost. Sending an informal email provides limited documentation that may not be archived in the ticketing or knowledge-base system. Verbally informing a supervisor leaves no written record for the rest of the team.
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