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Sample Diagnostic Scripts - CC

The document provides an example of a diagnostic script for resolving printing issues. The script includes steps to confirm user details, obtain printer information, check records for known issues, and provide a structured series of questions and actions to troubleshoot the problem. Depending on the responses, the script directs the service desk to assign the issue to the appropriate team to resolve networking, application, or desktop problems related to printing.

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Chandra BP
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43 views2 pages

Sample Diagnostic Scripts - CC

The document provides an example of a diagnostic script for resolving printing issues. The script includes steps to confirm user details, obtain printer information, check records for known issues, and provide a structured series of questions and actions to troubleshoot the problem. Depending on the responses, the script directs the service desk to assign the issue to the appropriate team to resolve networking, application, or desktop problems related to printing.

Uploaded by

Chandra BP
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
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Sample Diagnostic scripts

SAMPLE DIAGNOSTIC SCRIPTS

An example of Sample Diagnostic script is provided below. Sample diagnostic Scripts needs to be created more
& more for majority of the Incidents being reported. The greater the number of these Diagnostic Scripts are
there, the better will be the Self Service enablement for the end Users.

EXAMPLE FOR DIAGNOSTIC SCRIPTS

Diagnostic, or troubleshooting, scripts provide assistance to the Service Desk Analyst when resolving incidents
and typically use a structured question-response-action flow. The scripts can be set up to process common
types of incidents or, if necessary, to perform front-line screening and information gathering prior to recording
the call and referring it to a second-line group.

The scripts can also be used to prompt the operator to capture additional fault-specific information. For
example, "Can't print" can automatically prompt for the print queue and server names, which are then
recorded as part of the call details. An example "Cannot print" script is:

1. User logs call with Service Desk. Symptoms may be reported as "Can't print", "Printer error
messages," or "Poor print quality."
2. Confirm the users:
a. Name
b. Location
c. Telephone extension number
3. Request the printer's:
a. Name
b. Location
c. Asset tag number
d. Type (network or local)
e. Number of people affected by the fault
4. Check CMDB record to confirm reported details and raise exception report, if required.
5. Assign a category of "printing issue."
6. Select a subcategory indicating the type of printing being performed (network or local).
7. Identify the impact, urgency, SLAs, and the services affected. Determine a priority based on this
information.
8. Match against known errors, existing problems, and previous similar incidents.
9. If no related records, then a series of questions should be asked with suggested actions
depending on the responses to the questions:
a. Is the customer able to print to another printer?
b. Is the customer able to print from another application?
c. Is anyone else able to print to the printer?
10. If no one can print to the printer, then:
11. Ask for any error messages.
a. Check the printer is switched on.
b. Check that there are power and network connections.
c. Check for any error codes on the actual printer.
d. Try switching the printer off and then on again.
e. Check print queue status and try stopping and starting the print scheduler.
f.If the incident cannot be resolved, assign the call to the team responsible for print and output.
12. If the customer can print from other applications to the printer, then:
a. Ask for any error messages.
Sample Diagnostic scripts

b. Try closing and restarting the application.


c. Check which printer is specified as the default for that application.
d. Re-select the print device within the application.
e. If the incident cannot be resolved, assign the call to the team responsible for the application.
13. If the customer cannot print to any printer but others can, then:
a. Ask for any error messages.
b. Check which printers are set up for the user?
c. Check that the personal computer is connected to the network.
d. Check the print queue status.
e. If the incident cannot be resolved, assign the call to the team responsible for desktop support.

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