IT-202 Final Project

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Southern New Hampshire University *

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IT-202

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Information Systems

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Dec 6, 2023

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IT 202 7-2 Project Two Shane Mallory IT 202 Professor Short 6/12/2023 Ticket #1 INC0352668 Gather Information When did this issue first occur? Are there any error messages shown when trying to access the SharePoint website? Has the user tried to load any websites besides SharePoint? What web browser is the user using? Does the user have a secure connection to the internet? Identify What Has Changed Is the user using a different browser from the one that loaded SharePoint previously? Have the user’s credentials been updated such as username and/or password? Has any change been made to the user’s workstation’s hardware or software? Create a Hypothesis The user may be entering the wrong credentials to access the SharePoint website. The SharePoint website could be temporarily down. The user may not have a reliable connection to the network. Determine the Appropriate Fix Test accessing the SharePoint website from a different browser and computer. If it loads on a different computer or browser that shows the website is functioning properly and that is not the cause. I would then clear the user’s browser cache and saved passwords. Then reset the user’s SharePoint username and password and try to access the website again. Implement the Fix Recover the user’s credentials and see if they can access the SharePoint website. Ensure Satisfaction If so, have the client access the SharePoint website numerous times and on different browsers to ensure it is resolved. Also checking their network connection status to ensure there is not another unseen issue. Document the Solution The user reported not being able to access the SharePoint website, after resetting their credentials and clearing all saved passwords on their browser the problem was resolved. Ticket #2 INC0354837 Gather Information Did the computer work for any amount of time after being upgraded to Windows 10? Is there an error message shown when the blue screen is displayed? 1

Was the user using a program before the system crashed or did immediately show the blue screen after being turned on? Identify What Has Changed Has the user installed any new software or programs since the upgrade to Windows 10? Have any other changes been made besides the operating system upgrade? Does the computer hardware support the upgrade to Windows 10? What was the previous operating system? Create a Hypothesis A compatibility issue could exist between the system’s hardware and the new operating system. A possible compatibility issue between the operating system and an old program Possibly due to the Windows 10 upgrade not being performed correctly. Determine the Appropriate Fix I would turn off the users’ system and boot the computer back up to see if there are any error codes displayed during startup. If the blue screen is shown again, I will use Windows Startup Repair to fix the issue by reverting to a previous point that worked and then trying reinstalling the operating system upgrade afterward. Implement the Fix After reverting the system to a previous restore point I will reinstall the Windows 10 upgrade and ensure it is installed cleanly and properly. Ensure Satisfaction After reinstalling Windows 10 I will make sure that the computer is functioning correctly and make sure every program the user needs to use loads and functions properly. Document the Solution The user reported a blue screen when they booted their desktop. Their machine was recently upgraded to Windows 10 and the blue screen appeared just a day after. Using Windows Startup Repair I reverted the computer to a previous restore point and reinstalled the Windows 10 upgrade, making sure there were no further complications. Ticket #3 INC0352699 Gather Information When did this issue first occur? Have any changes been made to the system before the problem started? Has the user’s username or password been changed? Is there any error message displayed when trying to log in? Has the user tried logging on to a different device? Identify What Has Changed Have the user’s credentials been changed? Is the user using a different browser than before? 2

Has any hardware within the computer been changed or replaced? Is any other user encountering the same issue? Create a Hypothesis This could be caused by the user entering the wrong credentials when signing in. Could be an issue with the website or domain. The user’s computer may not have a reliable connection to the internet. Could be an issue within the Security Console such as a software update or bug. Determine the Appropriate Fix I would ensure the user’s workstation is properly connected to the network. Then have them enter their username and password to see what error message it shows, if any. Clearing the browser’s settings and cache may help. If the user is still experiencing problems, I would reset their credentials and attempt to sign in again. Implement the Fix After resetting the user’s credentials, they were able to access the HOU Security Console Ensure Satisfaction I would have the user log out of the security console and re-enter it to ensure that it will continue to work in the future. Ensure the user understands the issue and help them with steps to prevent this from occurring again. Document the Solution The user stated that the HOU Security Console was not allowing him to log in. I then made sure the computer had a proper connection to the internet and the Security Console was working properly on other devices. After resetting the user’s credentials, they were allowed access to the console, also had the user write down their credentials in a safe location in case it was needed in the future. Ticket #4 INC0352723 Gather Information Is the user authorized to use this feature? Did a manager request that the employee be given access to the feature? Has this employee had access to this feature in the past? Identify What Has Changed Was the employee promoted or given a new role within the organization? Why does the user need to use this function? Did the user have prior permission that was removed for a certain reason? Create a Hypothesis The user may not be logged into their proper account if they are missing previously available features. The user may have created a new account and needs the permissions added to their new profile. Determine the Appropriate Fix 3

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I would check and make sure the user does indeed not have the necessary permissions rather than simply having trouble using it. If so, then I would verify with a manager that the user needs to access this feature. Implement the Fix After confirming authorization from a manager, I would add the permission to the user’s account and verify the feature works as intended. Ensure Satisfaction Ensure permissions were granted successfully and make sure the feature works and the user can perform the needed tasks. Document the Solution After determining the user did not have access to the DocuSign feature, I accessed their account and enabled the feature from there, and made sure the feature worked as intended. Ticket #5 INC035946 Gather Information When did the error message first occur? Was there a recent hardware or software change done to the computer? Which operating system are they using and does their workstation meet the requirements of that OS? Identify What Has Changed Has the OS been changed or upgraded recently? Were there any hardware changes or upgrades before or after the error message? Create a Hypothesis Could be caused by a corrupt or damaged BIOS. The system’s Hard Drive could be damaged or not plugged in properly. The wrong boot order may be set up in the BIOS. Determine the Appropriate Fix I would first check the BIOS for any issues with the boot order or storage devices. I would then check that the boot hard drive is working properly and has no damaged or corrupted files. Implement the Fix Accessing the boot order in the BIOS should resolve this issue. Ensure Satisfaction I would start up the computer and make sure the operating system loads properly and that was no important data loss. Document the Solution The user was receiving an error message “Error Loading Operating System” After checking the BIOS I determined that the boot order was set up incorrectly, after fixing this issue the system worked correctly. 4

Call #1 Gather Information Determined that the user’s name is Jane Cole, and is currently encountering an issue with her password, states that it was reset two days ago. User needs to have their password reset. Identify What Has Changed Users password is not working though it was reset two days prior. Create a Hypothesis The user may have forgotten their new password or maybe entered it incorrectly. Determine the Appropriate Fix Sent the user a link to reset their password. Implement the Fix After sending the user a link to the password reset, I would then guide them through the process of resetting their password. Ensure Satisfaction Ensure that the user has access to their account on their mobile device as well as their desktop and ask if they have any more questions. State that if they have any more questions or concerns to call back. Document the Solution A user called stating their password was not working and needed help resetting it. After sending them the reset password link I guided them through the process of resetting their password and ensuring that it worked afterwards. Call #2 Gather Information A user named Fredrick in Marketing is having issues connecting to the Wi-Fi in the café. The user states they are using a MacBook Pro. Identify What Has Changed The user had an internet connection at their desk but once they moved to the café, they were unable to connect to the Wi-Fi. Create a Hypothesis User was unaware they needed to sign on to the Wi-Fi with their employee username and password. Determine the Appropriate Fix User had to connect to the company website through Wi-Fi and log in with their username and password to gain access to the internet. Implement the Fix Helped the user log onto the company website with their username and password thus allowing them to connect to the Wi-Fi. 5

Ensure Satisfaction Ensure that the user now has an internet connection and can access any needed websites to complete their work. Also, tell them if they have any further questions or concerns to call back. Document the Solution User was having difficulties connecting to the Wi-Fi in the café, after walking them through signing onto the company’s website they were granted internet access. Service Chat #1 Gather Information The user’s name is Rachelle Lynne Smith and is encountering an issue when trying to open a PDF file. The user also receives an error message when trying to access Adobe Pro. Identify What Has Changed The user doesn’t know if they have Adobe Pro installed on their computer and is unable to open PDF files. Create a Hypothesis The user is unable to open PDF files because they do not have Adobe Pro installed. Determine the Appropriate Fix Have a desktop technician install Adobe Pro on the user’s computer, so she can access and edit PDF files. Implement the Fix Desktop Technician arrived and installed Adobe Pro on the user’s computer. Ensure Satisfaction Ensure that Adobe Pro was successfully installed on her computer and works properly, ask her to open a PDF file to ensure that it is working. Document the Solution The user was unable to open or edit PDF files so a desktop technician was sent to install Adobe Pro onto the computer. Service Chat #2 Gather Information Users name is Larry Adams in Finance is unable to print from their desktop. The user has called about this same issue before. Identify What Has Changed The issue is ongoing and has not been solved with more than one ticket being submitted. Create a Hypothesis The user’s computer drivers may be outdated and need to be updated or fixed so the computer can properly communicate with the printer. Determine the Appropriate Fix 6

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Sending a Senior Technician to fix the issue as the user has encountered this issue in the past and has not been resolved. Implement the Fix Notify the technicians that the user is on a deadline and needs the issue to be fixed as soon as possible. Send a Senior Technician to fix the issue as it has been reported more than once with no solution as of yet. Ensure Satisfaction Determine if the Senior Technician can solve the issue before the deadline, if not, apologize to the user and ensure that the issue will be solved as soon as possible. Document the Solution The user stated that they were unable to print from their desktop, as this issue has been reported more than once and has not been resolved, a Senior Technician was sent in to fix the issue before the user’s deadline. 7

IT-202 Final Project

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