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Support Queue Case Study - DAVID MUNDY

This document contains summaries of technical support tickets at different levels. A level 1 ticket for a mouse not working is summarized as to check that the mouse is firmly connected, update windows and drivers, and try a new mouse. A level 1 connectivity issue is summarized as to check the network cable, change the cable, update drivers, and ping localhost. A level 2 slow computer ticket is summarized as to close Steam and a level 2 shared drive connection issue is summarized as to ensure the computer is connected to the network and update windows and drivers. A level 3 no internet connection ticket is summarized as to update the default gateway and a level 3 green sad face ticket is summarized as to unplug peripherals, update drivers in safe mode, and

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David Mundy
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738 views2 pages

Support Queue Case Study - DAVID MUNDY

This document contains summaries of technical support tickets at different levels. A level 1 ticket for a mouse not working is summarized as to check that the mouse is firmly connected, update windows and drivers, and try a new mouse. A level 1 connectivity issue is summarized as to check the network cable, change the cable, update drivers, and ping localhost. A level 2 slow computer ticket is summarized as to close Steam and a level 2 shared drive connection issue is summarized as to ensure the computer is connected to the network and update windows and drivers. A level 3 no internet connection ticket is summarized as to update the default gateway and a level 3 green sad face ticket is summarized as to unplug peripherals, update drivers in safe mode, and

Uploaded by

David Mundy
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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DAVID MUNDY

CMIT 202 6982

Level 1 Tickets:

Ticket 1002 – Mouse not working.

Ensure the mouse is correctly/firmly connected to the PC. If issue isn’t resolved check for windows
updates and reboot PC. If issue persists, try using new mouse to see if it’s a faulty mouse that is causing
the problem. If issue persists, check mouse manufacturer for new drivers and install them on the PC. If
issue persists, check PC manufacturer website for any updated USB/USB Port drivers and install them if
necessary.

Same can be done for laptop trackpad issues, while first ensuring that the trackpad isn’t
software/hardware locked or turned off by mistake.

Ticket 1004 – Connectivity Issue

Verify that network cable is correctly/firmly connected to the ethernet port on the PC and to the port on
the wall/router/switch/hub that is providing source for internet. If issue persists, change network cable
to a known working cable and test connection. If issue persists, verify that network card drivers are
installed and up to date. If issue persists, troubleshoot the network card by pinging 127.0.0.1. If ping
fails, then replace the NIC and check connectivity again.

If possible, you can also test the port as well with cable/network tester (such as a Fluke) to ensure port is
patched and active. Also, can call networking team or check the switch to ensure the port is configured
properly and activated.

Level 2 Tickets:

Ticket 2001 – Computer is Slow

Would advise user to close Steam or kill process in task manager. Steam is known to overwhelm CPUs
and gobble RAM, so depending on the specs of the PC, the Steam bootstrapper can severely slow it
down by using the majority of it’s available resources.

Ticket 2005 – Can’t connect to online shared drive

After reading the notes from the helpdesk, it is clear the computer is pulling an APIPA address and is not
connected to the internet or local network. I would ensure PC is physically plugged into network or
connected to WIFI, and look for blinking lights on NIC. Then reboot the PC, if issue persists. If not
resolved, then ensure windows updates and NIC drivers are installed and up to date. If issue persists
contact network team or logon to switch and ensure port is patched and activated.
DAVID MUNDY
CMIT 202 6982

Level 3 Tickets:

Ticket 3001 – No internet connection

After reading helpdesk notes, I see there is no default gateway entered into the IP settings. Would
update the default gate and have user try again.

Ticket 3002 – Green sad face

I would first unplug all of the peripheral devices and try booting again. If that doesn’t resolve issue, boot
into safe mode and update drivers. If issue persists, boot into safe mode again and remove any thirsd-
party antivirus software (if you can or allowed to). If issue persists, then reinstall windows.

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