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H177 34 - Troubleshooting Computer Problems: Documentation

Documentation is an important part of troubleshooting computer problems. Key information to document includes the initial problem report, investigation steps taken, solution found, and testing of the solution. Proper documentation creates a record of faults and resolutions that can help solve future issues. It involves recording the initial problem notification, meetings with the client, error logs, the systematic steps taken to resolve the issue, why a specific solution was chosen, and the testing process to verify the solution works as intended.

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Judith Nelson
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35 views5 pages

H177 34 - Troubleshooting Computer Problems: Documentation

Documentation is an important part of troubleshooting computer problems. Key information to document includes the initial problem report, investigation steps taken, solution found, and testing of the solution. Proper documentation creates a record of faults and resolutions that can help solve future issues. It involves recording the initial problem notification, meetings with the client, error logs, the systematic steps taken to resolve the issue, why a specific solution was chosen, and the testing process to verify the solution works as intended.

Uploaded by

Judith Nelson
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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H177 34 – TROUBLESHOOTING COMPUTER PROBLEMS

DOCUMENTATION
DOCUMENTATION

• Many people may fail to realise the importance of documentation when troubleshooting – this is
an important part of the troubleshooting process that can’t be overlooked
• An initial fault report from a customer, will eventually become a completed fault report sheet
containing a summary of the fault and its solution
• This documentation may become part of a resource database of faults that can assist in solving
future problems
• There are three areas that need to be documented:
• Investigation of the problem
• Finding a solution to the problem
• Testing the solution
DOCUMENT THE INVESTIGATION

• The first item required to document the investigation is the initial notification of the
problem
• This might be a Fault Report submitted by a client, but, depending on organisational
procedures, it could equally well be a transcript of a phone call or an online entry in a
fault-reporting database (such as our colleges IT system)
• Records should also be kept of any meetings held with the client in order to obtain
additional information about the problem
• Screenshots and error logs giving additional detail about the problem should also be
recorded
DOCUMENT THE SOLUTION

• In addition to a fault report it is common to keep a journal listing the steps taken to resolve
the problem in a systematic manner
• Documentation should include a reference to where the solution was found, for example
manufacturer’s manual or website, user forum etc.
• It may also be worth documenting why a specific solution was chosen, if there are
alternative solutions available

• A crucial part of the solutions documentation is the plan that was made for implementation.
• The implementation plan is absolutely crucial in successfully fixing a problem
DOCUMENT THE TESTING

• Once a solution has been implemented it is important to test it, both to ensure that the solution
has actually resolved the problem, and to check that it has not introduced any new problems
• You should start by producing a Test Schedule, showing what tests are to be carried out and the
purpose and expected result of each test
• During testing you should keep a Test Execution Plan, recording what actually happened
when each test was carried out
• If any test does not produce the expected results you may have to amend to solution to ensure
that it does
• When testing has been completed to your satisfaction the whole process should be signed off
by the client to indicate that they are happy with the outcome

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