A Structured Troubleshooting Analysis of Common Information Technology Support Incidents
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A Structured Troubleshooting Analysis of Common Information Technology Support Incidents
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Application of Troubleshooting Procedures in Information Technology Support
Ticket Number INC0352668: Diagnosing SharePoint Access and Authentication Problems
The initial step would be to ensure that the user has access to the internet or intranet. I would ask the user whether any error warnings appeared before attempting to visit the SharePoint site. Have the user credentials for the site changed recently? I would also ask the user whether they used the same internet browser as during their previous SharePoint site visit. There may be several possible issues. I might ask the user to restart the computer and log in again. As the user reboots the device, I would verify that they are logging into the SharePoint account using the correct login details. I would ask the user to confirm the username while signing in and use the password to determine whether access to the SharePoint site is possible. If the user is still unable to gain access, I would inform them that I will reset the password and allow them to try again. I would explain that once the password is reset, any cached copies of the old password on other devices will no longer function and that the new password must be used.
Ticket Number INC0354837: Investigating Windows 10 Compatibility and Hardware Installation Issues
I would ask the user whether the technician examined the device after the installation before leaving to ensure that everything was functioning properly. I would ask whether this is the first time the computer has been turned on since the installation. I would also ask whether any additional hardware was installed before upgrading to Windows 10. I would instruct the user to turn off and restart the device. I would request that the user report any error warnings that appear while the system is starting. If error messages continue to appear, the device may not be compatible with Windows 10. If hardware such as RAM was installed incorrectly, this may also be the cause of the problem. Another hardware component may also have been installed improperly. If the hardware was updated, this would usually require a visit to the user’s location to access the computer and perform the necessary maintenance. I would inform the user that the computer must be physically inspected to ensure that everything was installed correctly. I would also explain that the device will remain unavailable until the inspection is completed and its correct operation is verified.
Ticket Number INC0352699: Reviewing DocuSign Permissions for Document Signature Requests
An internal caller, [Employee], is requesting additional capabilities for a DocuSign account to send documents for signatures. Questions to ask the user to gather more information include: Have you previously had permission to send documents for signature? Does the user have a higher permission level that allows documents to be sent for signature? Are there any organisational policies that prevent this activity? What may have changed recently that resulted in the user not having the required permission? Has the user recently changed positions? I believe that the user does not have the correct permissions required to send documents for signatures. I would need to confirm with the organisation that this action does not violate policy and that the user should be granted the required permissions. To correct the permissions, I would need to log in as an administrator and access the settings. According to the DocuSign website, if a user is approved to send documents for signatures, I would log in as an administrator and adjust the settings within the permission profile. I would select the user account to manage and then select the edit button (DocuSign Website, 2021). Once the user permissions have been corrected through the administrator settings, I would ask the user to attempt to send a document for signature to confirm that the issue has been resolved.
Ticket Number INC0352723: Configuring DocuSign Account Capabilities and User Permissions
An internal caller, [Employee], is requesting additional capabilities for a DocuSign account to send documents for signatures. Questions to ask the user to gather more information include: Have you previously had permission to send documents for signature? Does the user have a higher permission level that allows documents to be sent for signature? Are there any organisational policies that prevent this activity? What may have changed recently that resulted in the user not having the required permission? Has the user recently changed positions? I believe that the user does not have the correct permissions required to send documents for signatures. I would need to confirm with the organisation that this action does not violate policy and that the user should be granted the required permissions. To correct the permissions, I would need to log in as an administrator and access the settings. According to the DocuSign website, if a user is approved to send documents for signatures, I would log in as an administrator and adjust the settings within the permission profile. I would select the user account to manage and then select the edit button (DocuSign Website, 2021). Once the user permissions have been corrected through the administrator settings, I would ask the user to attempt to send a document for signature to confirm that the issue has been resolved.
Ticket Number INC035946: Resolving an Operating System Boot Error Caused by USB Boot Priority
I would ask the user whether the device was functioning normally the previous day. When was the last time the user was able to start the computer successfully? Have any other users of the device performed upgrades on it, or was it used by another person before the current user? I would check whether a previous user inserted a USB drive into the computer. If a USB drive is connected, it should be removed immediately. This could be the source of the problem if the computer’s BIOS is configured to load the operating system from the USB device before the hard drive. If a USB drive is already inserted into the computer, I would instruct the user to remove it. I would then instruct the user to restart the computer after removing the USB device. If this resolves the issue, I would inform my supervisor that the BIOS settings should be modified so that the computer does not attempt to boot from a USB device before booting from the hard drive. This would help ensure that other employees do not experience the same issue in the future.