In our experience, calls tend to fall into 1 of 3 categories:
- A problem experienced by a single user
- A problem experienced by multiple users
- General Questions (“how do I …., “can I do this…. “)
1. Single User Problems
Whenever we receive a call regarding a problem which is only being experienced by a single user we typically need to know:
- Does the user experience the problem on another machine?
- Does a different user experience the problem on the same machine?
The answer to these questions will enable us to narrow the possible causes of the problem (for example eliminating hardware or machine specific factors).
2. Multiple User Problems
New problems experienced by multiple users are rare and can typically occur because:
- There is a network or server problem.
- A server update.
- A configuration change.
- A software bug.
Because the nature and cause of these types of problems can be varied its important that when the call is logged we are made aware of any changes which have recently taken place. For example:
- Have any Windows Updates been applied to the Server.
- Have any changes been made to the configuration of the system.
3. General Questions
For General Questions we always recommend that you use the Search Tool to query the Knowledge base first. If this does not provide a suitable answer for you then we will endeavour to answer your question promptly.