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Identifying the Problem We begin examining the troubleshooting process with its first step, Identifying the Problem. When identifying the problem you want to document "everything" from the moment the issue is noticed. Help desks and call centers confirm and document all information from user ID and location, to the nature of the problem and then finally on any solution/resolution that is deployed both for tracking purposes and for referral. You'll learn that treating personal computing devices the same way is invaluable and why that documentation of each variable from incident thru confirmed solution is essential.