For a large network, you probably want to invest in problem-management software that tracks each problem through the entire process of troubleshooting, from initial report to final resolution. For small- and medium-sized networks, it’s probably sufficient to put together a three-ring binder with pre-printed forms. Or record your log in a Word document or an Excel spreadsheet.
Regardless of how you track your network problems, the tracking log should include the following information:
The real name and the network username of the person reporting the problem
The date the problem was first reported
An indication of the severity of the problem
Is it merely an inconvenience, or is a user unable to complete his or her work because of the problem? Does a workaround exist?
The name of the person assigned to resolve the problem
A description of the problem
A list of the software involved, including versions
A description of the steps taken to solve the problem
A description of any intermediate steps that were taken to try to solve the problem, along with an indication of whether those steps were “undone” when they didn’t help solve the problem
The date the problem was finally resolved