IT Troubleshooter tickets
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School
The University of Oklahoma *
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Course
122
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
Pages
9
Uploaded by BailiffIce6649
IT 202 Project Two Knowledge Base Document Template
Ticket: INC0352668
Gather Information
First, I need to speak with the user, and ask if he receiving an error message or an incorrect password
message.
Then, after his answer, I’ll ask him the following questions:
“How long has this been occurring for?”
“Have you had multiple failed attempts in the same day?”
“Have you recently changed your password, and have you informed I.T. workers so they can unlock your
account?”
“Are you recently employed by the company? If so, have you had an account set up with I.T. so you may
access SharePoint?”
Identify What Has Changed
From he gleamed information, what may have changed is the account status, as user is unable to login at
all, account lockout status, as perhaps he may have inputted an incorrect password one too many times
and had his account fully locked until unlocked by an I.T. tech, and/or account password, as he may have
changed it previously and is unable to recall the new password.
Create a Hypothesis
As Hypothesized from earlier, I think the easiest answer is the correct one. The user has experienced an
account lockout, and needs his account unlocked by an I.T. accounts manager.
Determine the Appropriate Fix
When unlocking the account, verify user still knows his password, to prevent a further lockout and hours
of down time. Then, after account is unlocked, if he no longer recalls his password, proceed with
password reset procedures.
Implement the Fix
I would open the SharePoint Admin account, and verify the users account is fully unlocked, password is
good, etc., then, write the employees account lockout onto whatever account tally there may be for
checking to see how frequently a user locks themselves out.
Ensure Satisfaction
I will have the user login on my pc into SharePoint, and verify account access and account data are all
verified as good.
Document the Solution
If emailed in regards to user account inaccessibility, immediately check if the account is locked out on
the SharePoint Admin account, if not, inquire about password, and if it needs to be reset.
Ticket: INC0354837
1
Gather Information
First, I check the I.T. logs to see when her PC was updated, and if a back up of her hard-drive was made.
Then, I verify with that technician they followed proper Windows 10 upgrade instructions. In addition, I
would dispatch either myself or another tech to her workstation to verify what the blue screen error
code is.
Identify What Has Changed
The only thing that may have changed with her settings is on the Windows 10 upgrade. The on-scene
technician may also verify what, if any, BIOS settings may have changed with the OS update.
Create a Hypothesis
The likeliest answer is that when updating, the install went incorrectly, and the result has caused the
boot-up blue screen.
Determine the Appropriate Fix
Roll back OS via a hard-drive backup of the computer, and attempt a successful boot-up.
Implement the Fix
to enable user to work on their PC until an appropriate time is reached where user is not present at
station, and update can be implemented, with a verified boot up without blue screen.
Ensure Satisfaction
After proper installation of the OS and successful boot-up to desktop with a technician account, have
user login and reach desktop without a blue-screen boot-up.
Document the Solution
Have a hard drive back up made when upgrading each PC in any office to ensure if an error occurs, the
PC can be rolled back to the back-up and a technician can come again later and conduct a proper OS
update, ensuring a successful boot up.
Ticket: INC0352699
2
Gather Information
First off, I would have the technician verify the HOU Security Consoles inability to login, and see what
specifically “Not allowing login” means. Then, I would ask if this is a constant issue, or if it’s a brand new
one, to see if its occurring intermittently or if this is the first time it has happened.
Identify What Has Changed
Has the Security Console lost connection with the network? Is the keyboard attached perhaps causing it
to mistype inputs and give bad passwords? The on-scene technician can also check all connections and
internal components for any loose or frayed connections, to see if there are any hardware issues.
Create a Hypothesis
The HOU Security Console is more than likely not connected to the overall Security Network, causing it
to not allow any access at all, making it a dead link in the over all network.
Determine the Appropriate Fix
A hard-reset and overall inspection of the Security Console will verify any issues internally or externally
with the console.
Implement the Fix
The on-scene technician will conduct the inspection and reset of the Security Console, and report
findings and success, with a report of any loose connections or bad parts.
Ensure Satisfaction
Verify Security Console can login, and have requestor login to verify it allows login.
Document the Solution
A proper inspection and reset of the console by on-scene technician ensured smooth recovery and
allowed for easy solution and resolution of the Security consoles lack of login allowance.
Ticket:
INC0352723
Gather Information
3
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User is requesting abilities to send documents via DocuSign Software for signatures, as this is an in-built
feature of the program.
Identify What Has Changed
User requests the capabilities to send documents, and needs them added via DocuSign Admin Account.
Create a Hypothesis
Simply put, we login to the DocuSign Admin Account, and enable his permissions, ensuring he is a user
verified for such permissions, as not to circumvent any office policies or admin policies.
Determine the Appropriate Fix
Same as the hypothesis, we need to login and add him to for his account to be able to Send documents
to be signed over DocuSign Program.
Implement the Fix
As stated in the hypothesis, we login to the DocuSign Admin Account, and enable his permissions,
providing he gets proper authorization from his boss to do so.
Ensure Satisfaction
Email the user and verify he can send Documents via DocuSign, ensuring they arrive properly and are
sent from his account.
Document the Solution
Have the account login ready for the Admin account for DocuSign and be ready to add users if they get
authorization from their bosses to be able to use DocuSign to send documents for signing.
Ticket:
INC035946
Gather Information
4
User is reporting the error message “Error loading Operating System” when booting up PC. Issue has
been categorized as a hardware fault, despite it seeming a software fault.
Identify What Has Changed
The PC, despite being previously troubleshot for blue screen boot up, is now experiencing an OS error
when launched.
Create a Hypothesis
The hard-drive containing the OS may have gone bad, experimentation with a known good from a near-
by inactive PC may verify if this is the case.
Determine the Appropriate Fix
Test the hard drive in other PCs nearby. If those PCs fail to boot up, giving us the same error as users PC,
then the hard drive is bad. If so, replace bad hard drive with replacement from I.T. Parts and Materials.
Implement the Fix
Implementation of the fix would be as simple as setting up the hard drive with the latest Windows OS,
and installing it into the users PC, allowing it to set up and using cloud-based back-ups of data and files
to ensure smooth reintegration back into the working environment.
Ensure Satisfaction
Have the user boot up their PC, if it boots without OS error, the issue is resolved, and we log the parts
and issues as follows.
Document the Solution
Test the suspect hard drive in a nearby computer to see if the hard drive is the point of failure. If so,
replace hard drive with a known good from parts and materials, and use cloud-based file back up to
restore the new hard drive with the now-bad hard drives data.
Call #1 (No Ticket Number)
Gather Information
5
Jane Cole is having issues logging in to her account, receiving an error that her password is expired and
needs to reset it promptly.
Identify What Has Changed
Jane Cole’s password has expired, resulting in her having to contact IT support for further instruction as
to what needs to be done.
Create a Hypothesis
Solution for Jane Coles problem would be as follows: after receiving proper information to ensure
employment verification and any other necessary information, walk user through password rest process.
Determine the Appropriate Fix
Appropriate fix is as follows: full password reset for Jane Cole’s account to allow for proper account
access.
Implement the Fix
After receiving employee number from Jane Cole, send her the company standard link to start password
reset process, and walk her through each step, until program shows account password reset.
Ensure Satisfaction
Have IT Specialist tell user to login to account, and verify successful access using new account password,
ensuring accessibility.
Document the Solution
When Users call needing password reset, verify employee number to ensure account security, send
password reset link, walk them through account password reset, and have Users login using new
password to ensure account accessibility.
Call #2 (No Ticket Number)
6
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Gather Information
Frederick is unable to login to the Café wi-fi on his MacBook Pro. User is then unable any network
programs or sites.
Identify What Has Changed
Frederick is more than likely able to login at other wi-fi sources previously, but is unable to in the café,
more than likely due to an improper access attempt.
Create a Hypothesis
Frederick needs to properly access wi-fi login in order to use internet connectivity and necessary
websites, and is unable to due to lack of knowledge on how to do so.
Determine the Appropriate Fix
Frederick needs to login to the Café wi-fi via his Wi-fi tab on the MacBook Pro’s OS, Catalina, at which
point login information will be inputted and access will be granted.
Implement the Fix
IT Specialist Victoria had Frederick click on the Wi-fi tab on his MacBook, login to “CaféNet”, and then
test network connectivity to ensure proper network functionality and accessibility.
Ensure Satisfaction
Have the IT Specialist Victoria talk to User to have him log in, and verify accessibility.
Document the Solution
When Users call in to IT specialists, verify User OS, and have them login with instructions relevant to
ensure proper connectivity.
7
Request Service Chat (No Ticket Number)
Gather Information
User Rachelle Smith needs to open Adobe Acrobat Pro on her PC. Unfortunately, it is not installed on her
PC and she cannot install it with employee-level access.
Identify What Has Changed
User was more than likely using a separate document program, and now needs to swap to Acrobat Pro
for an upcoming deadline on a work assignment. More than likely the needed document is required to
be used in Acrobat Pro.
Create a Hypothesis
User needs to have IT specialist come in person and install the program using IT Admin permission of the
IT Specialist tasked with doing so. Otherwise, User is unable to install Acrobat Pro at all.
Determine the Appropriate Fix
First, IT Specialist will locate User and their PC, then login using IT Account to install Acrobat through
appropriate means.
Implement the Fix
IT Specialist will install Adobe Acrobat Pro onto the PC, and test it for any glitches or improper
installation.
Ensure Satisfaction
IT Specialist will have User login to her PC, and test successful launch and operation of Adobe Acrobat
Pro, to ensure permissions are in place to allow for User to use program.
Document the Solution
When Users call in about lack of programs, have on-call IT Specialist ready to go and install standard
practice programs using IT Admin permission on Users PC, of course after verifying Employment status
and any necessary permissions from managers for special programs.
8
Request Service Chat (No Ticket Number)
Gather Information
User Larry Adams is reporting inability to print paperwork from his desktop, resulting in the unfortunate
case of Larry being unable to print paperwork for an upcoming meeting. Unfortunately, the chat log is
incomplete, and further information cannot be gleamed. From here-on-out, speculation will be my only
guide.
Identify What Has Changed
More than likely, the User was able to print regularly previously, and now is unable to at all, unless he is a
first time user and/or a new employee, in which case, he needs proper permissions enabled for his
account to print.
Create a Hypothesis
Logically, if he was previously able to print from his desktop printer, he needs to have a Printer Driver
update to bring it up to date. Otherwise, general permissions need to be granted to Larry.
Determine the Appropriate Fix
IT Specialist will, after escalating issue and receiving further guidance, go and update drivers on Larry’s
PC. Or, if it is In fact first-time access, IT Specialist will ensure proper Employment and authorization of
printer access, and grant proper access.
Implement the Fix
After proper updating procedures, IT Specialist will test printer capabilities and verify proper printing. If it
is lack of access, IT Specialist will work with User to give User proper printer authorization in accordance
with IT and Workplace guidelines.
Ensure Satisfaction
IT Specialist will test printer after proper updating procedures, and have User test printer as well from
self-same account. Alternatively, have IT Specialist test Users account for proper printer access to print
documents, then have User test account as well.
Document the Solution
For scenario 1, that being updated driver, IT specialist would check users PC to verify out-of-date drivers,
and then update in accordance with program guidelines. Then, after updating, would test printer using
both IT Admin account and Users account. Alternatively, for scenario 2, IT Specialist would work with
User and grant proper access and authorization to print from Desktop printer. Then, test from Users
account and observe if printer authorization is working as intended.
9
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