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 found to be an incorrect configuration on a new network device that was recently deployed. Following the resolution of the problem, what is the most appropriate way for the technician to proceed in terms of 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 detailed report ensures that all crucial information about the incident is recorded, which can aid in preventing similar issues in the future and is valuable for educational purposes for other technicians. 'Noting down the issue and resolution on a post-it note' is incorrect because it is an unreliable method of documentation that can easily be lost and is not accessible to others. 'Sending an informal email to the IT team' provides some level of documentation but lacks formality and may not be accessible in a central repository for future reference. 'Verbally communicating the resolution to the immediate supervisor' is incorrect because it relies on memory and does not provide a written record.
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