A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?

Question:
A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?

• everything that was done to try to solve the problem
• only the solution, because this solved the problem
• only the failed attempts, so that future technicians will know what not to try
• a description of the problem and solution

Explanation: Everything that was done to solve a problem should be documented, including failed attempts and the eventual solution. A description of the problem would have been previously documented.

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