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In this phase the Help Desk asks the User to retrieve as many useful information as possible, aiming to fill completely the following Incident table.
IS | IS NOT | DIFFERENCES | CHANGES | |
WHAT |
| Similar systems/situations not failed | ? | ? |
WHERE |
| Where or in which network does it work? | ? | ? |
WHEN |
| When does it work? | ? | ? |
EXTENT |
| Which parts and/or systems do work well? | ? | ? |
3. Troubleshooting
| Anchor | ||||
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This is a crucial phase as the Help Desk has to figure out the possible causes of the Incident with the help of the previously collected data. We provide a decision work flow that lists the most common complaints that are the entry points for the troubleshooting. The following complaints are examined:
Call Performance | Connection | Application local issues | Server problems |
User can't call | Can't Connect to Server | Application doesn't start | Server is unreachable |
Bad Call Quality | Can't Register to Server | Application closes abruptly or crashes | Server is too slow answering |
Call interrupts | ---------------------------- | Application hangs at some point | Can't login to the Server |
User can't receive call | ---------------------------- | Application disappeared or missing | Can't find the User/Callee on the Server |
---------------------------- | ---------------------------- | Application goes into an infinite loop | ---------------------------- |
4. Try to solve the incident using the most probable cause
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not a problem: no further actions required by editor.
workaround identified and provided.
wait for the problem resolution: a software component upgrade will be provided.
Timings will be provided along with the answers. The second level has to report back to the User and ask for the acceptance of the answer.
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