IT Troubleshooter tickets

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The University of Oklahoma *

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122

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Information Systems

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Dec 6, 2023

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docx

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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

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

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