IT 202 Project Two Knowledge Base Document Template PDF

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IT 202 Project Two Knowledge Base Document Template...

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IT 202 Project Two Knowledge Base Document Template Thomas Hahs 02/06/2022 Complete this template by replacing the bracketed text with the relevant information. Repeat these steps for each user problem that you want to create a knowledge base document for. Gather Information Ticket # ...2668: Cannot access sharepoint website Ticket # ...4837: User gets a blue screen when booting desktop Ticket # ...2699: HOU Security Console is not allowing login Ticket # ...2723: Add signing capabilities for DocuSign Ticket # ...5946: “Error loading Operating System” on scree

Identify What Has Changed Ticket # ...2668: I would ask the user if they have ever had access to sharepoint before this issue. After that I could check the access to sharepoint and make sure the user is authorized. Ticket # ...4837: The user said they upgraded their computer to Windows 10 yesterday. Because of this added information I would check to see if they did anything else to their computer such as upgrades, updates, or downloads. Ticket # ...2699: I would ask the user if they have ever had access to HOU Security Console before the issue began. Ticket # ...2723: I would check to see if the user has access to sign documents. I would check to see if their access has changed since the request and if DocuSign needs to be updated. Ticket # ...5946: I would ask the user if there has been any physical damage to the PC. I would ask the user to check if they have had any new updates or have installed new software onto the PC. Create a Hypothesis Ticket#...2668: User lost their access to sharepoint and cannot login with the correct login information. Ticket # ...4837: The Windows 10 installation did happen correctly making it have issues with running. Ticket # ...2699: The HOU console hardware is loose. Ticket # ...2723: The user never had access to sign documents. Ticket # ...5946: New software being installed has caused a virus or schanged settings. Determine the Appropriate Fix Ticket # ...2668: Allow user to have access to sharepoint.

Ticket # ...4837: Remove Windows 10 to restore the computer. Ticket # ...2699: Allow user to have access to HOU Security Console Ticket # ...2723: Allow user to have capabilities to send documents for signatures on DocuSign. Ticket # ...5946: Check the PC and run a virus scan

Implement the Fix Ticket#...2668: As user is rebooting his computer you will look at his SharePoint account to make sure he is logging in properly with the correct username and password. Have him verify this username as he logs in have him verify if he can connect to the SharePoint site or not with his password. Change password if necesary. Ticket # ...4837: Remove Windows10 and see if the problem is resolved. Ticket # ...2699: Check cables and hardware to see if there was a disconnection. Once the user has verified that all cables are connected properly have them power cycle all components. Once everything comes back online have the user log in to the security console and verify that everything is back online. Ticket # ...2723: Check to make sure the user has their setting set correctly to sign documents. Ticket # ...5946: reboot computer and run a virus scan. If issue continues, have the user do a hard reboot. Ensure Satisfaction Ticket#...2668: User was able to log into SharePoint after changing their password. Ticket # ...4837: After removing Windows10 the issue ceased. Ticket # ...2699: User was able to log in after rebooting computer and checking cables. Ticket # ...2723: User was able to sign documents on Docusign after changing their settings. Ticket # ...5946: Removed several viruses and in doing so resolved the issue.

Document the Solution Ticket#...2668: User lost their access to sharepoint and gained access after changing their password. Ticket # ...4837: The Windows 10 installation did happen correctly but their was an issue while updateing. After removing Windows10 the issue was resolved.

Ticket # ...2699: User was not able to login to their HOU security console. After checking hardware and rebooting, the user was able to log in. Ticket # ...2723: The user never had access to sign documents and they were able to change settings and gain access. Ticket # ...5946: New software being installed has caused a virus and after removing those viruses the issue was resolved....