The documentation process should cover all phases of the troubleshooting process. Using a PDA or an audio recording device can assist in recording every step of the process, including mistakes and unexpected consequences. Another source for obtaining information to be used in the documentation process is logging servers that generate customized reports based on customized filters.
Various Web-based tools from different vendors are available for documentation purposes and for creating customized reports and summaries (using XML or other formats). A common document management system used for this purpose is Microsoft SharePoint, which offers the capability of using document libraries . . .
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