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Standard Troubleshooting Steps Guide

The document provides standard troubleshooting steps for agents to gather information from users experiencing issues. It lists key details to collect such as the affected application, error messages, steps to reproduce, and connectivity details. It also recommends researching previous similar issues and common fixes to try like updating software, clearing caches, and rebooting. The document advises agents on where to find help if an issue cannot be resolved.

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42 views2 pages

Standard Troubleshooting Steps Guide

The document provides standard troubleshooting steps for agents to gather information from users experiencing issues. It lists key details to collect such as the affected application, error messages, steps to reproduce, and connectivity details. It also recommends researching previous similar issues and common fixes to try like updating software, clearing caches, and rebooting. The document advises agents on where to find help if an issue cannot be resolved.

Uploaded by

borah92688
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Standard Troubleshooting

About:

For any request or issue, you cannot find info on, you can follow the suggested standard troubleshooting steps below.

 This does not apply to Major Incidents (P1/P2), which have their own process.
 Not all questions apply to every scenario. DO NOT just copy/paste everything to the user. Please use your best
judgment.

Information to be gathered by the GSD Agent:

 What is the name of the application/software/feature/website/item in question?


 URL?
 What is it used for?
 How are they attempting to access or navigate?
 Where did they get it from?
 Exact error message
 Screenshot of error
 Steps taken to produce the error (ex. clicks on this menu, selects that, gets this instead of that)
 What is the normal expected behavior when performing this action?
 Last time it was working, if ever
 Can others in the same location access?
 If requesting access to something new, how did they hear of it?
 For non-standard applications, provide business justification: why do they need it/why a Circor standard solution
will not suffice?
 Name of coworker who already has access
 New user? Rehire? Start date?
 Asset tag if Circor computer
 How are they connected to the Circor network: in office, wired or wireless, VPN, accessing via RDP, etc.
 What company do they work for if they are a contractor/consultant?
 Related account enabled/unlocked/not expired?

Where to Research?

1. Search all ServiceNow by typing a keyword or phrase in the top right. This will check previous Incidents,
Requests/RITMs/SCTASKs, People, Groups, etc.
2. If user mentions this happened to them or a particular user before, check that person’s previous incidents to
know the Resolver group
3. Search the GSD@circor.com mailbox

Common steps to Try:

 Verify user is on the latest Circor standard version (Office 365, Edge, SAP GUI 760, etc.)
 Try a different browser
 Clear cache, reset IE settings to default
 Cleared saved items in credential manager
 Close and relaunch program
 Gpupdate /force
 Check if there are any pending updates in Windows/Office
 Reboot
 Run repair or reinstall program
 Check event log
 See if the problem follows on a different computer to determine if it’s account-related or a local configuration
issue
 Try it on your own machine if possible
 Same issue on wired/wireless/in office/on VPN?
 If wireless, verify user is connected to the right network
 Ping and Tracert results
 Compare membership groups or roles to that of another person who can access successfully
 Verify the account or computer object is in an appropriate user or workstations OU, and has the same groups as
others in that location

Who to ask for help:

 Service Desk can ask:


o post in Teams group chat
o senior engineer or manager via Teams or phone if urgent
 Users can ask their manager, co-worker, business unit SME, or application-specific support email if it exists in the
GAB

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