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Lab: Troubleshooting Methodology

Support Ticket Workbench: drive the CompTIA 6-step process on real cases, in order, on real evidence

A The 6-Step Methodology (Objective 5.x)

The steps, in order

  • 1Identify the problem. Gather information, question the user, determine what changed, back up data before making changes.
  • 2Establish a theory of probable cause. Question the obvious first.
  • 3Test the theory to determine cause. If confirmed, proceed. If not, re-establish a new theory or escalate.
  • 4Establish a plan of action and implement the solution.
  • 5Verify full system functionality and, if applicable, implement preventive measures.
  • 6Document findings, actions, and outcomes.

Why the order matters

  • 1A fix chosen before you gather information is a guess, not a diagnosis. It usually costs more time than it saves.
  • 2A theory that ignores the evidence you gathered is still a guess, even if it sounds technical.
  • 3Testing separates a real cause from a plausible-sounding one. A disconfirmed theory sends you back to step 2, not forward to a fix.
  • 4The plan should directly address the CONFIRMED cause, not just any plausible fix.
  • 5Never close a ticket you have not verified end to end.
  • 6If it is not documented, the next technician repeats your work from zero.

Support Ticket

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Time Budget
90 min remaining
User Patience
100%

C Work the Ticket

1. Identify
2. Theory
3. Test
4. Plan/Fix
5. Verify
6. Document

Step 1: Identify the Problem

Gather information before you guess. Pick at least 2 actions, then continue.

In Progress

Evidence Board

No evidence gathered yet.

Step 2: Establish a Theory of Probable Cause

Pick a theory. It must be grounded in evidence you actually gathered; a theory is locked until its evidence is on the board.

Locked

Step 3: Test the Theory to Determine Cause

Run the test before you implement anything. A disconfirmed theory sends you back to Step 2.

Locked

Step 4: Establish a Plan of Action and Implement the Solution

Pick the fix that addresses the CONFIRMED cause. A fix that does not match the cause wastes time and patience.

Locked

Step 5: Verify Full System Functionality

Confirm the fix actually resolved the user's problem, then recommend a preventive measure.

Locked

Step 6: Document Findings, Actions, and Outcomes

Write the resolution note and confirm every required element is included.

Locked