Course 1 Week 6 - Troubleshooting Best Practices, Customer Service, Documentation Flashcards
What is troubleshooting?
ability to diagnose and resolve a problem
10 Questions to Ask the User:
- What does the user remember?
- What information is stored in the system that we can use? Logs (dates, events, errors)
- When did it start?
- What have you tried?
- What have you changed?
- Does it turn on?
- Has there been damage to it that you know of?
- Have you downloaded anything else since downloading this?
- When’s the last time you rebooted?
- Was there a recent update to this app/software/computer?
What are bugs?
Issues with the system that weren’t caused by an external source
What are tickets?
A common way of documenting an issue
What do Bugzilla, JIRA, and Redmine do?
All-in-one to keep track of user issues, communicates with users, provides updates
Steps to document an issue? 3
- What’s the issue
- What steps were taken to resolve it?
- What was the solution arrived at?
What are 2 benefits of using documentation?
- keeps user in the loop
- helps you audit your steps in case you need to go back to what you did/already tried
How do you create a documentation trail?
writing down procedures and policies
How do you create a documentation trail?
writing down procedures and policies
document, web page, online file storage, etc
needs to be made accessible to everyone in company
What should you do for monthly recurring tasks?
write down all the steps and refer back to them when it’s needed
How do you create a documentation trail?
writing down procedures and policies
document, web page, online file storage, etc
needs to be made accessible to everyone in company
How do you create a documentation trail?
writing down procedures and policies
document, web page, online file storage, etc
needs to be made accessible to everyone in company
What should you do for monthly recurring tasks?
write down all the steps and refer back to them when it’s needed
What are the 6 general steps to good troubleshooting practices and stuff to avoid?
- Ask questions
- Isolate the problem
- Follow the cookie crumbs
- Start with the quickest step first
- Don’t go into autopilot
- Not finding the root cause (distracted by small problems)
What are the 3 basic steps you should follow when troubleshooting a problem?
- Ask questions
- Isolate problem
- Identify root cause of the problem