Troubleshooting

Ask Questions?

• Troubleshooting The ability to diagnose and resolve a problem

• IT support is about in the service of others. Always try to create a positive experience for the user.

Isolating the Problem

• Root cause The main factor that’s causing a range of issues.

Follow the Cookie Crumbs

Start with the Quickest step First

Troubleshooting pitfalls to Avoid

• PitFall #1 Goinbg into autopilot
• PitFall #2 Not finding the root cause

Ticketing Systems and Documenting Your Work

• Tickets A common way of documentting an issue

• Bugs Issues with the system that weren’t caused by an external source

• Bugzilla

• JIRA

• Redmire

1. it Keeps the user in the loop.
2. It helps you audit your steps in case you need to go back and see what you did

• Write down procedures and policies to create a documentation trail.

• System and processes are constantly changing, and so should your docuemention.

Process Documentation

• Not so good docuemention- Example
• Good Coomunications - Example

Documenting in Ticketing Systems

• Not-so-awesome docuemention
• Awesome docuemention