Analysis of the 5 Tickets

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Feb 20, 2024

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“Analysis of the 5 Tickets” Megan Miller IT-202-X2210 23W2 Computer Operating Systems Professor: Dr. Deal Submitted 12/17/2023

Ticket number INC0352668: User Unable to Access Share Point: i. The initial step is to confirm the user's connectivity to the internet or intranet. Inquire about any error messages that appeared before attempting to access the SharePoint site. It may be necessary to gather information from historical tickets and resolution sequences if available. ii. Has the password to access the website been changed recently? Ask the user if they are using the same web browser since the last time, they accessed the SharePoint site. Hence, if the user recently changed their password to access the website, it is important to inquire whether they are using the same web browser as they did during their last visit to the SharePoint site. iii. Suggest that the user reboot the computer and log back into their account. iv. As the user restarts their computer, verify that they are logging into their SharePoint account correctly with the appropriate username and password. Confirm whether they can access the SharePoint site using their password. If the user is still unable to login, inform them that you will reset their password and ask them to try again. Also, advise them that once their password is changed, any other device where they may have saved their old password will no longer work, and they will need to use the new one.

v. If the user still cannot login, direct them to the appropriate resources for password recovery. Ticket Number INC0354837 & INC0352699. User is getting blue screen when booting desktop, IT had upgraded the machine yesterday to Windows 10: i. After the upgrade, did the technician test your computer before leaving to verify that everything is working? Is this the first time you've turned on the PC today? Did you install any extra hardware onto your computer before upgrading to Windows 10? ii. I would advise the user to shut down the device and then restart it. They should report any error messages that appear on the screen during the startup process. iii. If they are still receiving error messages, it may be due to incompatibility with Windows 10. It's possible that there is an issue if new hardware, such as memory, has been installed incorrectly into the socket. Another possibility is that another piece of hardware isn't properly installed. iv. This would probably require a visit to the user to have hands-on access to the computer if someone upgraded the hardware. Another possibility is that there may have been issues during the Windows 10 upgrade process itself. In this case, it would be necessary to consult the upgrade documentation and any troubleshooting guides provided by the manufacturer or software vendor. v. Let the user know that I will need to come by and look at the computer physically to ensure everything was installed properly. Also, inform them that they will not have

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access to the machine until we are done examining it and making sure it's working correctly after our inspection. If there are any errors during the startup process, it is important to document and report them. Ticket Number INC0352699: Hou security console is not allowing the user to log in: i. Is the console allowing anyone else to log in, or is it just one user? Is this the first time today that it isn’t allowing you to log in? Has anyone messed with the cabling prior to your login attempt? If the issue is only affecting one user, it could be a problem with their account. It would be necessary to reset the password or check if their account is locked. To troubleshoot the login issue, I would recommend trying to login with a different user account to determine if it's a system-wide issue or specific to that user. ii. Please ensure that all cables are properly plugged into each component. Ask the user to power cycle all components. Verify that the network connections are properly established. iii. It's possible that some cables may have been rearranged, causing a disconnection with the security console. To resolve this issue, I would recommend checking for any loose or disconnected cables and ensuring that all connections are secure. To prevent unauthorized access, it is important to secure all devices by changing default login credentials and regularly checking for any loose or disconnected cables (Alodat, 2021).

iv. Once the user has verified that all cables are connected properly, have them power cycle all components. This may cause a delay in allowing anyone through security since verification is down. Additionally, it's crucial to secure all devices to prevent unauthorized access due to widely available default login credentials on the internet. v. Once everything is back online, ensure the user logs in to the security console and verifies that everything is functioning correctly. If the issue persists, it may be necessary to review access control settings and permissions on the security console. It's important to investigate and address potential security vulnerabilities if the problem continues. The login process can be complex and time-consuming, especially when multiple websites require login. If the login process is frequently complicated and time-consuming, it could create significant barriers to use and result in increased login failures and resets. If security measures are increased, such as frequent password resets and complex login processes, it could potentially lead to usability issues. Therefore, it is essential to strike a balance between security and usability when implementing login procedures. Ticket Number INC0352723: Requesting Docusign capabilities and permissions: i. Before granting Docusign capabilities and permissions, we need to ensure the following steps are taken: Verify the user's request for Docusign capabilities and permissions. Are these capabilities and permissions necessary for their job role? Are there any specific tasks or responsibilities that require Docusign access?

ii. Check the user's current access level and permissions within the system. This will help determine if granting Docusign capabilities and permissions aligns with their current access level and responsibilities. iii. Review the company's policies and procedures regarding Docusign access and permissions. Ensure that the user's request for Docusign capabilities and permissions complies with these policies and procedures. iv. Identify any potential security risks or concerns associated with granting the requested Docusign capabilities and permissions. Consider the level of sensitive information that will be handled through Docusign and evaluate if granting these capabilities and permissions poses any security risks. Evaluate the user's track record and history with regards to information security. It is crucial to ensure that the user has a solid understanding of information security practices and the responsibility that comes with Docusign capabilities and permissions. v. If the user is found to have a justified need for Docusign capabilities and permissions, their access level and responsibilities align with the requested access, and they meet the company's policies and procedures, Docusign capabilities and permissions can be granted. In considering the request for Docusign capabilities and permissions, it is important to carefully assess the user's needs, current access level, and alignment with security policies and procedures. Ticket Number INC035946: User is getting an error message relating to the operating system when turning on the device, is requesting in person assistance from IT:

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i. The first step would be to gather more information about the error message and the operating system. Ask the user to provide details about the specific error message they are encountering and the version of the operating system they are using. ii. Based on the information provided, it may be necessary to schedule an in-person appointment with the user to further troubleshoot and resolve the issue. This will require a hands-on approach to diagnose the problem properly. Once the appointment is scheduled, assign a technician to go on-site and assist the user with troubleshooting the error message and resolving any issues related to the operating system. iii. During the appointment, the technician should first verify that the device is connected to a stable internet connection. If the internet connection is stable, the technician should proceed to investigate the error message on the operating system. They should check for any recent updates or changes made to the operating system that could have caused the error. If no recent updates or changes have been made, the technician may need to run diagnostic tests and perform a system restore if necessary. iv. It is important for the technician to communicate with the user throughout the troubleshooting process, providing clear explanations and updates on each step taken. The goal is to resolve the error message and ensure that the operating system is functioning properly. v. If the error message persists or if additional issues are discovered during the in-person appointment, the technician should document any findings and escalate the ticket to a higher level of support if necessary. Using the sources provided, it is evident that in- person assistance from IT may be necessary to resolve technical issues. This is especially true when it comes to operating system errors, as troubleshooting and

resolving these issues often require hands-on assistance and diagnostic tests. Therefore, it is crucial for the IT team to be readily available and adequately trained to handle such issues.

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