IT 202 Project Two Knowledge Base Document Template

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.

TICKET INC0352668
Gather Information
User unable to access SharePoint. A typical reason for this is being locked out of their account or
needing their access extended.

Identify What Has Changed

Unable to access their SharePoint account.

Create a Hypothesis
I believe the user got locked out due to too many failed attempts signing in and got locked out.

Determine the Appropriate Fix

I believe they just need their account unlocked and sent a password reset so they can access their
account again.

Implement the Fix

Unlocked user account and sent password reset and username to ensure access and reminder of
password.

Ensure Satisfaction
Contact the user to ensure the fix worked via email and make sure they have a way to remember their
username and password in the future.

Document the Solution

After checking with the user for the issue it seems they only needed a reset and username reminder
after being locked out. User seemed pleased with the result.

TICKET INC0354837
Gather Information
When user is trying to boot up their computer they are getting a blue screen. A typical reason for this is
the fact that their drivers are not up to date or they need more up-to-date hardware as it isn’t
compatible with the OS.

Identify What Has Changed

They had their computer updated to Windows 10.

Create a Hypothesis
I assume the user’s drivers need to be updated as most of the building received new computers to assist
with the OS update.

Determine the Appropriate Fix

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After further inspection this user has not gotten an updated computer. Due to this the user will be
unable to use Windows 10 and reflexively the updated applications required to do their job. The best fix
would be to give them the updated computer, so they do not have further issues with hardware
incompatibility.

Implement the Fix

Replace the computer and ensure they are comfortable with the new hardware and operating system.

Ensure Satisfaction
After speaking with the user, it seemed they were having issues using the new equipment and operating
system. After education and ensuring comfort with the systems user they seem much more satisfied
with the results.

Document the Solution

After inspection the user did not have hardware that was compatible to make the required Operating
System updates. After swapping the computer for the updated version and ensuring knowledge is
updated and comfort with system was in place the fix seems to have worked efficiently.

TICKET INC0352699
Gather Information
Security system is not allowing login. User seems to be new hire.

Identify What Has Changed

User is new and has never logged in also has ProWatch they are using for log in purposes.

Create a Hypothesis
If user is new there is a possibility their access has not been initialized yet. Activating their security
account and ensuring their ProWatch is in the system as an authorized device should correct the issue.

Determine the Appropriate Fix

After further inspection the user’s account has already been activated but due to them having a
ProWatch that was not added as an authorized device and attempting log in on an unauthorized device
it locked them out.

Implement the Fix

I unlocked the user account to correct login issues and added ProWatch as authorized device to stop
further issues from arising.

Ensure Satisfaction
After device authorization the user seemed very happy with the results as ease of access was very
important to them.

Document the Solution

After finding account locked it was clear they had their account active already. After further inspection
into how they were attempting log in and a look at the devices they have set as authorized it became
clear they had been locked out due to use of an unauthorized device. Adding their watch as an

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authorized device and unlocking their account corrected the issue and ensured if they attempted to use
their watch to log in again it would not cause a lock out in the future.

TICKET INC0352723
Gather Information
Customer wants to add document sending abilities to their DocuSign account, though this is already an
option on all DocuSign accounts.

Identify What Has Changed

Unsure if any changes have occurred. User education may be required.

Create a Hypothesis
I believe the user only needs to be shown how to access this function.

Determine the Appropriate Fix

Show user how to access this function.

Implement the Fix

Educated user on abilities already in place, i.e.:

Log in to your DocuSign account
Select Start > Envelopes > Send an Envelope
Select Upload to add a document from your computer
Select Get from Cloud to add a document from an online location
Add recipients by entering their name and email address
Add a message to the recipient
Add signing fields for recipients
Preview and send your document
As this is not a new function user education was the only fix required.

Ensure Satisfaction
After ensuring the user was able to take these steps without assistance and had a better understanding
of the functions of DocuSign the user seemed very pleased with the outcome.

Document the Solution

User education on the functions already available to them was the only fix required.

TICKET INC035946
Gather Information
An “Error loading Operating System” message is usually the outcome of hard drive, boot sector, or
system files being corrupted/missing. This can be caused by many things from a hardware failure to a
power outage or even something as malicious as a virus on the computer.

Identify What Has Changed

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A new error message has started on their computer the user is stating they have not done anything new
and is unsure of why this is happening.
Create a Hypothesis
I believe this could be something to do with the boot order.

Determine the Appropriate Fix

My first step would be to run startup repair from the built in tool to attempt an auto repair on the
system after that I would use a disk check utility to scan the hard drive for errors.

Implement the Fix

After running startup repair the issue has been auto corrected.

Ensure Satisfaction
After ensuring the issue did not continue after a secondary ‘just in case’ reboot I asked if the user was
satisfied with the results. The user verbally approved their satisfaction.

Document the Solution

After attempting a startup repair and secondary reboot to ensure the issue did not persist all issues have
been resolved.

TICKET SIX (Call One)

Gather Information
After asking the user what they have done in the past it seems they had forgotten their new password
and needed it to be reset.

Identify What Has Changed

The user changed their password and forgot what it had changed to

Create a Hypothesis
User error forgetting their password seems to be the problem

Determine the Appropriate Fix

The help desk rep determined sending a link to change the password would be the right fix

Implement the Fix

After walking the customer through changing the password they decided they were done.

Ensure Satisfaction
I do not like the way this was completed. While walking them through what was needed they should
have stayed on to ensure no further issues persisted instead of discontinuing the call and telling the user
to call back. I also believe they should have given the user tips on how to remember their changed
password as they already did once and voiced their dissatisfaction with the issue. I know not every
business has a special system for employees to secure their passwords but something other than saying
“Okay it’s changed call back if you need more help” should have been implemented here.

Document the Solution

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Password change was all that was required

TICKET Seven (Call Two)

Gather Information
After checking what OS and computer the user was using to access it made it easier to tell them how to
navigate the system.

Identify What Has Changed

They moved to a different portion of the building

Create a Hypothesis
They only need to connect to the wifi signal in the area they are currently seated.

Determine the Appropriate Fix

Instruct the user on how to access the wifi in their area.

Implement the Fix

Instruct based on the area and operating system being used

Ensure Satisfaction
On this call I would have explained why they are having the issue they are having. Something similar to
“Sometimes when you move to a different area you have to connect to a new wifi as it only goes so far
you going from your desk to the café seems to have been far enough to disconnect you and you only
need to connect to the one in your area by doing xyz” this would ensure the user understands why it
happened and how to fix this issue in the future as well if he goes to another unknown area in the
building far enough from both wifi settings.

Document the Solution

Explained to user how to connect to wifi in range based oin hardware and OS currently being used.

TICKET EIGHT(Chat One)

Gather Information
The user is unable to access PDFs and does not have the required software to access said PDFs

Identify What Has Changed

Inability to access required PDFs

Create a Hypothesis
The user needs to download the required software

Determine the Appropriate Fix

Send an IT professional to assist with the installation of Adobe Acrobat PRo

Implement the Fix

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Set up service call ticket with the required information and user availability timeline to have an IT
Professional assist in downloading and education of Adobe Acrobat Pro

Ensure Satisfaction
I feel this could have been installed by the user with a walk through but based on their personal work
protocols I cannot truly make that call. However, with assistance and possible education by and IT
professional as well as ensuring the user does in fact have access after the fact I would be with peace of
mind knowing the user was satisfied.

Document the Solution

Created a ticket for installation by an IT professional

TICKET NINE(Chat Two)

Gather Information
User has had repeated issues printing from their desk computer

Identify What Has Changed

Unsure if this is a repeat issue or just one that has continued without a true fix

Create a Hypothesis
I believe this could be a credentials or even just a software issue

Determine the Appropriate Fix

Ensure the user has the correct credentials and appropriate software for printing

Implement the Fix

Had I been the technician I would have ensured credentials and software were running appropriately as
well as ensuring the user knows how to avoid this issue in the future if possible

Ensure Satisfaction
I liked how the Help Desk made sure they had a backup plan and made sure to escalate it to attempt to
fit their timeline. However, I would have also asked more probing questions to ensure the issue was
accurately diagnosed to ensure the technician being sent would have all the pertinent information
before being sent out.

Document the Solution

Escalated per procedure required.