220-1101 · Question #276
A systems administrator is attempting to resolve a ticket regarding an issue with an email server. The administrator is covering for a coworker who was previously working on the ticket. The coworker a
The correct answer is C. Establish a theory of probable cause for the email server issue.. CompTIA's six-step troubleshooting methodology is: 1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory, 4) Establish a plan of action, 5) Implement the solution, 6) Verify and document. The coworker completed step 1-gathering facts, talking to use
Question
A systems administrator is attempting to resolve a ticket regarding an issue with an email server. The administrator is covering for a coworker who was previously working on the ticket. The coworker already gathered facts about the issue and spoke with users concerning their missing emails. The coworker also discovered the email server's retention policy was updated shortly before users first noticed the issue. Which of the following should the systems administrator do NEXT to resolve the email issue?
Options
- AEscalate the ticket to a higher level to resolve the email server issue.
- BTest a theory to determine the cause of the email server issue.
- CEstablish a theory of probable cause for the email server issue.
- DCreate a plan of action to resolve the email server issue.
How the community answered
(39 responses)- A5% (2)
- B10% (4)
- C82% (32)
- D3% (1)
Explanation
CompTIA's six-step troubleshooting methodology is: 1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory, 4) Establish a plan of action, 5) Implement the solution, 6) Verify and document. The coworker completed step 1-gathering facts, talking to users, and identifying a key clue (the retention policy change). The NEXT step is step 2: establish a theory of probable cause (C). The administrator should hypothesize that the updated retention policy is deleting or hiding emails prematurely. Testing the theory (B) comes after a theory is formed, creating a plan of action (D) comes after confirming the theory, and escalating (A) is premature before the theory phase is complete.
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