A help desk technician discovers the following note while reviewing tickets in a customer's account:
Was able to confirm customer's problem with the system. Will upgrade system to latest version and monitor for further connectivity problems per developer's instructions.
Which of the following describes what the technician was documenting with this note?


A. The technician was approaching multiple problems individually.
B. The technician was establishing a plan of action and identifying potential effects.
C. The technician was testing a theory to determine the cause.
D. The technician was identifying the problem by gathering information.