Many people may fail to realise the importance of documentation when troubleshooting – this is an important part of the troubleshooting process that cannot be overlooked. Documentation may range from eliciting an initial fault report from a customer, through completion of a fault report sheet to completing 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

We will examine each of these in more detail over the next few pages.

Next: Document Investigation