Troubleshooting and Documentation

Focus: Connect ticket workflow to technical action steps.

Mini-Lecture Highlights

• 7-Step Troubleshooting Model (CompTIA A+)
  1. Identify the problem
  2. Establish theory
  3. Test theory
  4. Plan action
  5. Verify results
  6. Document findings
  7. Prevent recurrence
• Example walkthrough: Chromebook won’t connect to Wi-Fi
  • Record each step in the ticket as it’s performed
  • Emphasize verification before closure

Practice

• Students choose a real or mock issue from lab hardware and document the 7 steps in their log.

Discussion

Why is “Verify and Document” the last step instead of the first?