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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docx

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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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