IT 202 Project Two Knowledge Base Document Template (1)
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School
Southern New Hampshire University *
*We aren’t endorsed by this school
Course
202
Subject
Information Systems
Date
Feb 20, 2024
Type
docx
Pages
5
Uploaded by JudgeMoonKingfisher28
IT 202 Project Two Knowledge Base Document Template
Complete this template by replacing the bracketed text with the relevant information. Repeat these steps for each user problem that you want to create a knowledge base document for.
Gather Information
Ask if the users history of SharePoint.
Ask about the error messages the user has gotten.
Verify if the user has the appropriate permissions to access the SharePoint site.
Check if the correct credentials are used.
Determine if any changes have happened to the user's PC or password.
Identify What Has Changed
Check if the issue happened suddenly or over time.
Create a Hypothesis
Check its cache is an issue, and
.
If it have to be cleared.
Verify users permissions and ensure the information is correct.
Check if the site is down or undergoing maintenance.
Determine the Appropriate Fix
Correct the permissions of the user.
Have an administrator sign on and give permission to user.
Contact company to see when SharePoint site will be back online.
Implement the Fix
Make proper changes to the permissions for the user.
Ask administrator
.
to sign on and grant proper permission to user.
Wait for the SharePoint site to come back online.
Ensure Satisfaction
Ask user if they can now access the SharePoint site.
Document the Solution
Record the steps
.
taken to fix the issue.
1
Gather Information
User is experiencing a blue screen after rebooting her computer.
The computer was upgraded to Windows 10 by helpdesk but the issue is unresolved. Help desk has attempted to help before.
Technician would check older logs for other issues that could be contributing factor. Previous OS and method of updating should be checked.
The hardware specifications should be checked to ensure compatibility with Windows 10.
The blue screen could be caused by incompatible or out-of-date hardware, or even a virus.
Identify What Has Changed
The computer was upgraded to Windows 10.
Create a Hypothesis
Blue screen could be caused by now incompatible hardware or virus.
Issue while installing Windows 10 that caused the blue screen. Determine the Appropriate Fix
Run a virus scan.
Check the hardware spec’s of the computer to ensure compatibility with Windows 10.
Update hardware.
If blue screen persists, run the system in safe mode.
Reinstall Windows 10, then install it manually instead of having the computer download it..
Implement the Fix
Run a virus scan.
Check the hardware spec’s of the computer to ensure compatibility with Windows 10.
Update hardware.
If blue screen persists, run the system in safe mode.
Reinstall Windows 10, then install it manually instead of having the computer download it..
Ensure Satisfaction
Verify that the blue screen issue
.
no longer shows. Document the Solution
Document the steps taken to fix the issue and any notes on the cause of the problem.
2
Gather Information
Ask the client if ProWatch is connected to the internet.
Inquire about the error messages they keep getting. Determine if this has happened before and how often. Ask of resent password change. Check the settings of the admin, to see if they only allow one device to log in
Identify What Has Changed
Verify if the client
.
incorrectly put in their password or username
Check if the client is logging in from another device and if permissions don’t allow for access to security console.
Create a Hypothesis
Incorrect password or username was entered.
The client is logging
.
in from another device that doesn’t allow access the security console.
Determine the Appropriate Fix
Run a virus scan.
Check the internet connection.
Verify if the configuration is correct and running.
Check the settings of the ProWatch by logging in with admin access.
Adjust settings to give the client back their access via the security console.
Implement the Fix
Change the settings .
of ProWatch to give the client back their access to the security console
Ensure Satisfaction
Verify with the client that they are now able to access the security console
Document the Solution
Record the issue and the steps
.
taken to resolve it in a report or ticket system
3
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Gather Information
Ask client some questions to verify the account and the types of documents that will be sent.
Verify if the client has proper permissions to send documents with the signature.
Inquire if the client has sent these kinds of documents in the past. Identify What Has Changed
Client wants to add a feature to DocuSign to send documents for to place signatures on documents. Create a Hypothesis
If the client has permission to make changes, then adding the signature feature will solve the issue
Determine the Appropriate Fix
Log in under admin and add the signature feature to the client's profile. Implement the Fix
Add the feature for the client under admin login screen.
Ensure Satisfaction
Confirm with the client
.
that the signature feature has been added properly and ask if there are any continuing issues. Document the Solution
Record the steps taken to add the signature feature to the client's account.
4
Gather Information
Look at past logs documenting issues with the computer.
Identify What Has Changed
Ask client if they have had the same error message before.
Ask if they are able to access or use the
.
computer at all.
Ask when the issue began or showed up and if the computer shut off unexpectedly or incorrectly.
Create a Hypothesis
One possible issue is that the computer's BIOS does not support the hard drive.
Another possible cause is damage to the hard drive's partition due to sudden shut off or virus.
Determine the Appropriate Fix
If the BIOS is the cause, use TeamViewer in order to update the BIOS of the computer from there. If the hard drive's partition is damaged try doing a system reboot to the last flash when it worked. Implement the Fix
Before doing the system backup, have the client plug in a USB with enough space to back up the computer.
Ensure Satisfaction
Confirm error message no longer appears and that the computer is working properly.
Document the Solution
Record the steps taken to fix the issue for future reference.
5