IT 202 Project Two SNHU
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School
Southern New Hampshire University *
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Course
202
Subject
Information Systems
Date
Feb 20, 2024
Type
docx
Pages
8
Uploaded by jdogcoble
IT 202 Project Two Ticket number INC0352668
Gather Information
First and foremost, has Robert accessed SharePoint in the past? Does Robert have internet access? Robert, is there any error messages you get when trying to access SharePoint? Is this the first time this issue has happened?
Identify What Has Changed
See if there are any recent changes to Robert's PC, such as software updates, altered settings, browser change, or a password change.
Collaborate with the network administrator. Inquire about any modifications or maintenance activities on their end that might affect user access. It's essential to determine if the SharePoint server or site is undergoing maintenance, and if so, establish when it is expected to be operational again.
Create a Hypothesis
Does Robert have permission for SharePoint?
Did a browser setting change?
If there is no internet connection this could cause this issue.
Is SharePoint down due to maintenance? Determine the Appropriate Fix
Gather if Robert has permission to access SharePoint from IT Admin.
Check browser settings and clear cookies and cache.
Ensure that Robert is connected to internet.
See if SharePoint loads up on another machine and wait for the response from network administrator if SharePoint is under maintenance.
Implement the Fix
If Robert does not have permission for SharePoint and if he should have access, I would grant access to him.
I would talk Robert through how to clear his cookies and cache for his browser or remote into his
desktop.
Ask Robert if on the bottom right corner if it says if he has internet connection or not. If not ask him to try and hardwire his pc with an ethernet cord to his router.
If SharePoint is under maintenance get a time frame when that should be complete and ready to access. Ensure Satisfaction
After implementing the fix for Robert, I would call him. After stating that I am calling him back to verify if he can now access SharePoint website. After confirming that he can now access SharePoint I will ask him if he has any questions or concerns that I could address.
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Document the Solution
Successfully resolved the issue for the user by granting SharePoint access, clearing browser data,
and ensuring internet connectivity. User permissions are a common factor; always check and update accordingly. Browser maintenance is often overlooked but can resolve many access issues. Collaborating with network administrators helps identify broader network issues. Timely communication about server maintenance prevents unnecessary user concern.
Ticket number INC0354837
Gather Information
Did the machine work after the upgrade?
Were any applications installed before this issue appeared? Has this issue happened in the past before the upgrade?
Is there an error message with the blue screen?
Identify What Has Changed
System was upgraded to Windows 10.
Create a Hypothesis
May have been an issue while upgrading to Windows 10.
This may have been caused by an incompatible application.
It could also be a hardware issue if this happened before the Windows 10 upgrade.
Hardware not compatible with Windows 10.
Determine the Appropriate Fix
Reinstall Windows 10.
Check applications for compatibility.
Troubleshoot hardware if this issue happened before the upgrade.
Upgrade hardware if it is not compatible with Windows 10.
Implement the Fix
If the applications and hardware do not cause the issue, I would reinstall Windows 10.
Ensure Satisfaction
I will call Kim and let her know that we are sending a technician to her office as soon as possible
to address her issue. Since this is a follow up to a help desk issue yesterday that I will be escalating the ticket to get a technician there sooner. I will also let Kim have my email and extension number so if she has any other issues after the technician fixes it, she can get ahold of me faster. I will also thank her for her patience and understanding of the situation. Lastly, I apologize for the inconvenience this is causing her.
Document the Solution
Successfully addressed blue screen issue post-Windows 10 upgrade by reinstalling the operating system. Technician visit scheduled, and user notified for further support. Windows upgrades may
introduce compatibility issues; thorough pre-assessment is crucial. Regularly update hardware and software compatibility lists for major upgrades.
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Ticket number INC0352699
Gather Information
Determine when the problem with the HOU Security Console began.
Prompt the user to double-check the domain name for accuracy.
Inquire about recent password changes or prior issues with the site.
Gather information on the specific error message displayed during login attempts.
Identify What Has Changed
Check for recent changes in the user's account, such as password modifications.
Investigate any alterations in domain settings or configurations.
Create a Hypothesis
Internet connection problem.
Website-specific issue.
Username/password combination error.
Browser settings issue.
Determine the Appropriate Fix
Check internet connection.
Verify website functionality on other devices.
Confirm username/password validity.
Check and adjust browser settings.
Implement the Fix
Reset username/password if necessary; use remote desktop for further troubleshooting.
Ensure Satisfaction
I will call Joesph after the fix was implemented and verify with him if he is able to login. After I will ask him if he has any other concerns or questions that I could help him out with. Lastly, I will thank him for his time and patience. Document the Solution
Successfully resolved login issues with the HOU Security Console by addressing potential internet connection problems, verifying credentials, and adjusting browser settings. Remote desktop used for further troubleshooting. Emphasize the importance of accurate domain details during troubleshooting. Regularly, update browser settings to align with website requirements.
Ticket number INC0352723
Gather Information
Confirm the user's request for document signature permissions.
Validate if the user previously held these permissions.
Identify What Has Changed
Confirm if the user has never had these permissions before.
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Create a Hypothesis
Permission additional required.
Possible login issues.
Determine the Appropriate Fix
Add required permissions for DocuSign.
Validate proper login.
Implement the Fix
Add required permissions for DocuSign.
Ensure Satisfaction
After adding required permissions for Scott, I will send him an email saying that we have fixed his issue and that we granted him access to DocuSign. If you have any questions or concerns either call or email me back so I can assist you further.
Document the Solution
Successfully addressed document signature permission issues for DocuSign by adding the required permissions. Confirmed proper login settings to ensure accurate access. An email was sent to Scott notifying him of the resolution. Regularly review and update user permissions based
on their requests. Promptly communicate issue resolutions to users for transparency and satisfaction.
Ticket number INC035946
Gather Information
Inquire whether the reported error is the sole message on the screen.
Ask about when the issue started and if there were previous error occurrences.
Request information about the OS and hardware in use.
Identify What Has Changed
Ask if there have been changes to the OS, such as an upgrade.
Inquire about any alterations to hardware configurations.
Create a Hypothesis
Hard drive error.
OS upgrade-related problem.
Damaged OS files.
Determine the Appropriate Fix
Use BIOS to check hard disk information.
Verify OS file integrity.
Implement the Fix
Send technician to check BIOS, files, and hard disk; suggest a clean OS installation if needed.
Ensure Satisfaction
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After the technician went to investigate Kim’s issue and resolved it, I will call Kim and verify that her problem is fixed. I will also make sure to verify if she needs further assistance with anything else. I will thank her and apologize for the inconvenience this caused her.
Document the Solution
The reported error on Kim's screen was addressed by conducting a thorough investigation into hard disk information using BIOS and verifying the integrity of OS files. A technician was dispatched to perform these checks, and a clean OS installation was suggested if needed. Regularly remind users to report any changes or error messages promptly. Collaborate with on-
site technicians for efficient hardware-related investigations.
Call 1
Gather Information
User cannot login.
User claims password expired.
Password was reset.
Identify What Has Changed
Password was reset two days ago.
Create a Hypothesis
Passwords entered may not match.
User might be using a password previously used.
Difficulty with small text on mobile device affecting password entry.
Determine the Appropriate Fix
Verify that the entered passwords match.
Check for password repetition restriction.
Implement the Fix
Send a text message with a password reset link. Instruct the user to enter their employee-issued email in the User ID field. Guide the user to type a new password, ensuring it matches and follows any restrictions. Advise the user to check for any red text indicating errors.
Ensure Satisfaction
I agree with this IT support specialist on how he ensured satisfaction with the user. He made sure
that he stayed on the line to make sure the user was able to login. He also said if there is any other problems to call them back to further assist her. He also thanked the user and said to have a
great day.
Document the Solution
Sent user password reset link. Walked user on how to reset the password. After I verified that the user could login in. I also recommend testing on desktop platform to make sure it is completely working for the user.
Users may face challenges with password entry due to mobile device limitations.
Encourage users to double-check and enter passwords slowly to avoid mismatches.
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Red text during password entry may signal issues like repetition or invalid characters.
Balancing security policies with user-friendly experiences is crucial.
Providing clear instructions during password reset procedures enhances user understanding.
Call 2
Gather Information
Not able to access WI-FI
MacBook Pro running macOS Catalina (10.15.4)
Identify What Has Changed
Went from his desk to the Café.
After moving locations, the user lost WI-FI.
Create a Hypothesis
Possible issue with Wi-Fi network selection.
Authentication credentials may be required for the Café Wi-Fi.
Determine the Appropriate Fix
Guide the user to select CaféNet from available Wi-Fi networks.
Instruct the user to enter their employee username and corresponding password.
Implement the Fix
Click on the Wi-Fi symbol on the upper right corner of your screen, then choose CaféNet.
When pop-up screen appears enter employee username and password.
Confirm successful connection and test by accessing a website.
Ensure Satisfaction
I agree with this IT support specialist on how he ensured satisfaction with the user. She made sure that she stayed on the line to make sure the user was able to connect to the WI-FI and successfully get to a webpage. She also said if there is any other problems to call them back to assist him further.
Document the Solution
Talked to the user how to connect to the WI-FI at a different location.
Users may need guidance in selecting the appropriate Wi-Fi network.
Clear communication of steps is crucial for users to follow troubleshooting instructions effectively.
Verification of Wi-Fi connectivity through practical actions (e.g., accessing a website) is beneficial.
Familiarity with the user's device and operating system aids in providing precise instructions.
Chat 1
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Gather Information
Unable to edit PDF.
Does not have Acrobat Pro installed.
File from email.
Error/access denied message trying to open the file.
Identify What Has Changed
Attempting to edit a PDF received via email.
User does not have Acrobat Pro installed on the desktop.
Create a Hypothesis
Absence of Acrobat Pro prevents PDF editing.
Error message suggests a lack of necessary software.
Determine the Appropriate Fix
Install Acrobat Pro on the user's desktop.
Create a service ticket for software installation.
Schedule technician before user end of shift and after the users meeting.
Implement the Fix
Create a service ticket, specifying the urgency and user's meeting schedule.
Assign the ticket to desktop technicians for software installation.
Ensure Satisfaction
With the information that I was given, the IT support specialist does not give a path to ensure satisfaction. It will be important on the ticket for the technician to be sent out to ensure satisfaction.
Document the Solution
After technician installs Acrobat Pro for the user then the user will be able to edit the PDF file. Have technician verify that the user can edit the PDF after fix.
Confirming software presence on the user's desktop is crucial for troubleshooting.
Acknowledging and accommodating user's time constraints improves satisfaction.
Creating detailed service tickets ensures clear communication with desktop technicians.
Chat 2
Gather Information
Not able to print from his desktop computer.
Have had this issue before by looking at call logs.
Identify What Has Changed
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Ongoing printing problem with previous service calls.
User's urgency due to a meeting in 30 minutes.
Create a Hypothesis
Determine the Appropriate Fix
Dispatch a senior technician for a thorough investigation.
Expedite the technician's arrival due to the user's immediate need.
Implement the Fix
Escalate the issue, prioritizing an expedited resolution.
Communicate with the user about the escalated response and potential technician arrival.
Ensure Satisfaction
I agree with how the IT support specialist ensured satisfaction. First, they stayed in the chat tell the senior technician showed up to do the repair. Secondly, they made sure to escalate the ticket to help and get the issue fixed as soon as possible.
Document the Solution
Ongoing issues may require escalation to senior technicians for a more comprehensive resolution.
Timely communication and updates are crucial, especially when users have urgent needs.
Acknowledging alternative plans demonstrates flexibility and proactive customer service.
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