IT-202 Project Two Milestone

docx

School

Southern New Hampshire University *

*We aren’t endorsed by this school

Course

IT-202

Subject

Information Systems

Date

Dec 6, 2023

Type

docx

Pages

Uploaded by JudgeSquirrelPerson759

IT 202 Project Two Milestone Knowledge Base Document Shane Mallory 5/29/2023 Ticket #1 Ticket Number: INC0352668 Gather Information When did the problem first occur? Are there any error messages shown when trying to access the SharePoint website? Will other websites load besides SharePoint? What web browser is the user using? 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, the website could be temporarily down, or the user isn’t properly connected to the network. Determine the Appropriate Fix I will test the SharePoint website from a different browser. If this solution works, I would clear the browser cache and saved passwords. If not, I would have the user reset their SharePoint credentials and try accessing the website again. Implement the Fix Have the client update their credentials and see if the problem is resolved. Ensure Satisfaction Have client access SharePoint on numerous websites and check their network connection status to ensure there is no secondary underlying issue. Document the Solution If the solution works, then documenting the solution to aid in future similar difficulties would be wise. Ticket #2 Ticket Number: INC0354837 Gather Information Did the workstation work with Windows 10 for any amount of time or did the problem occur immediately after? 1

What programs were you using before the blue screen appeared? 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? Create a Hypothesis There could be a compatibility issue between the system’s hardware and the new operating system. Or possibly a 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 workstation 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 back to a previous point that worked and then trying reinstalling the upgrade from there. Implement the Fix The issue should be resolved by reverting back to a previous restore point and installing the upgrade from there. Ensure Satisfaction After reinstalling the Windows 10 upgrade I make sure that the computer is functioning correctly and answer any of the questions the user may have. Document the Solution Document the solution for later use. Ticket #3 Ticket Number: 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 Has the user changed their credentials? Is the user using a different browser than before? Create a Hypothesis 2

This could be caused by the user entering the wrong credentials when signing in. Or could be an issue with the website or domain. 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 console correctly. Ensure Satisfaction Make sure the user understands what we did to fix the issue and show them some steps to prevent this from occurring again. Document the Solution Document the solution for future use. Ticket #4 Ticket Number: INC0352723 Gather Information Is this user authorized to use this feature? Did a manager request that the employee be given this permission? Identify What Has Changed Was the employee given a promotion or a new role in the organization? Did the user have permission before? Why does the user need to use this function? Create a Hypothesis The user may not be logged on to their proper account if they are missing previous permissions. The user may have a new account and needs the permissions enabled for it. Determine the Appropriate Fix I would ensure that the user does not already have this permission and is only experiencing difficulties using it. If so, I would verify with a manager that this user needs access to this feature. Implement the Fix After confirming authorization, I would add the permission to the user’s account and verify the feature works as intended. Ensure Satisfaction Ensure permission was granted successfully and answer any questions they may have. 3

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Document the Solution Document the solution for referral if another employee has a similar issue in the future. Ticket #5 Ticket Number: INC035946 Gather Information When did the error message first occur? Was there a recent hardware or software change? 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? Has any of the system’s hardware changed before the error message? Create a Hypothesis This could be due to 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 restart the computer and enter the BIOS to check the boot order for any issues. I would then try repairing the bootable Hard Drive if there is any data corruption. Implement the Fix The issue should be resolved by updating the boot order in the system’s BIOS. Ensure Satisfaction I would then start up the computer and ensure that it loads properly and that the user is able to access it as needed. Document the Solution Then document the solution for future use. 4

IT-202 Project Two Milestone

Related Documents