IT 202 Project 2 milestone
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School
Southern New Hampshire University *
*We aren’t endorsed by this school
Course
202
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
Pages
6
Uploaded by DrTree1894
Ticket Number INC0352668:
User can’t access sharepoint website
Gather Information:
Can this user access other websites?
What browser are they using?
Does the page load at all?
Is there an error message?
Have they been able to access sharepoint from another PC or device?
Is their username and password rejecting?
Have they been able to use sharepoint before or is this their first time?
Identify What Has Changed:
After gathering information, I have determined that the user’s login information is being
rejected on the sharepoint site. They are a new employee, and this is their first time trying to
access the site.
Create a Hypothesis:
This new user was never actually given access to the sharepoint site.
Determine the Appropriate Fix:
New employee needs to be given access to sharepoint and given a login username and
password to the site.
Implement the Fix:
Access the administrator settings for sharepoint and add this user as a new user and give
them access to sharepoint.
Ensure Satisfaction:
Ask them to attempt to access SharePoint while you wait. Ensure that they are able to
access the website before letting them go.
Document the Solution:
Record information on how to give new employees access to SharePoint and how to
check if someone has not been given access or has access and just forgot their login information.
Ticket Number INC0354837:
User gets the blue screen when booting up their desktop
Gather Information:
When the computer was updated to Windows 10 yesterday did it startup then or did it just
start giving the blue screen as of today?
Were there any other changes made to software or hardware on the computer?
Identify What Has Changed:
After gathering information, I have determined that the computer was updated to
Windows 10 yesterday after the user had gone home for the day. The help desk started the
Windows upgrade and then left it to run its course and did not verify that the upgrade finished
correctly.
Create a Hypothesis:
The Windows upgrade did not complete correctly.
Determine the Appropriate Fix:
Run a clean install/upgrade of Windows 10.
Implement the Fix:
Insert Windows 10 installation media into PC and run. Select startup repair.
Ensure Satisfaction:
Explain how the installation was faulty and that this can happen sometimes. Apologize
for the inconvenience and follow up with them once the reinstallation is completed to ensure that
their desktop is running correctly again.
Document Solution:
When the computer shows blue screen at startup this may be due to a faulty installation of
Windows. Check to see if the computer has been updated to a new version of Windows recently.
Also be sure to follow up with new installations of Windows to be sure they have completed
correctly before the user goes to use it.
Ticket Number INC0352699:
HOU Security Console is not allowing login
Gather Information:
Has user been able to login previously?
Have they changed their password?
Has anything been changed on the security console recently?
Is anyone else able to login?
Identify What Has Changed:
After gathering information, I have determined that it is only this one user who is not able
to login to the HOU Security Console. Additionally, they recently changed their password.
Create a Hypothesis:
The user is trying to enter in an old password forgetting that they changed it, or they are
misremembering what they changed it to.
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Determine the Appropriate Fix:
User needs to be issued a new password.
Implement the Fix:
Access administrator settings and reset user’s password and send them an email allowing
them to change their password to something they’ll remember.
Ensure Satisfaction:
Apologize for the inconvenience and explain the password requirements while they
create a new password. Ask them to make sure they pick a password that they will remember but
is also secure. Wait while they create their new password and have them login to ensure it works
before they go.
Document Solution:
Document process for resetting a user password and any possible tips to give users for
creating a secure password that they will still remember.
Ticket Number INC0352723:
User not able to send documents for signature in Docusign
Gather Information:
Has user been able to send documents before?
Do they have the proper settings and permissions to send documents?
Identify What has Changed:
After gathering information, I have determined that this user has never been able to send
documents for signature in Docusign and would now like the capability.
Create a Hypothesis:
User is set up as a Docusign user not a sender in Docusign.
Determine the Appropriate Fix:
User’s settings/permissions in Docusign need to be changed.
Implement the Fix:
Access Docusign settings and set this user as a sender.
Ensure Satisfaction:
Have user try to send Docusign to you so you can see if they are able to send it and then
see if you got it. If needed instruct user on how to send a document.
Document Solution:
Document process for setting user as a Docusign sender and the process for how you
send a Docusign so it can be explained to any future users who are having trouble figuring it out.
Ticket Number INC035946:
Error Loading Operating System
Gather Information:
Is this a brand-new computer?
Has computer been able to boot before?
Has there been a change to software or hardware in the computer?
Identify What Has Changed:
After gathering information, I have learned that the user’s computer recently had a new
hard drive installed and since then the computer has been giving the “Error Loading Operating
System”.
Create a Hypothesis:
The operating system was never installed on the new hard drive, or it was but now the
BIOS settings don’t have the new hard drive as first in the boot order.
Determine the Appropriate Fix:
Check BIOS settings and reinstall OS if necessary.
Implement the Fix:
At startup press F2 and boot into BIOS settings. From there determine that the boot order
is correct. Restart computer. If the computer still gives the same error message, then insert
installation media and do a new install of the operating system.
Ensure Satisfaction:
Apologize for the issue. Explain what happens when a new hard drive is installed and
what needs to be done to avoid the problem in the future. If user was the one who installed the
hard drive themself ask them to in the future, ask for assistance before installing new hardware to
their work computer.
Document Solution:
Document process for editing BIOS settings. Also document the process for a new clean
install of the operating system.
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