General Troubleshooting Tips
General Troubleshooting Tips
This article gives a few basic tips to help to troubleshoot an issue and to gather information to help other agents that might work on the ticket issue later.
TABLE OF CONTENTS
Ask your W’s (Who, when, what, where, why, how, etc.)
Who: Did something happen regarding a user or guest? Get specific names and details
When: When did it occur or when was it expected?
What: What happened?
Where: What terminal? Track? Website? Onsite? Offsite? Specific area of the building?
Why: Why was the action taken? What was the customer or guest trying to accomplish?
How: How can we recreate the issue?
Logs, logs logs
Was there an error the popped up on the site or terminal?
Check SQL for logs
If you can recreate the issue, do so and then refresh the logs table right after.
Look for keywords, failed, error, exception
Check event viewer logs
Filter for warnings, errors, and critical
Again, if you can recreate the issue, do so and then refresh the logs table right after
SMTP & mailroot logs
Search for specific verbiages within the log/error in the ticketing systems (and maybe even Google for some guidance!)
Document
Place all your findings in the ticket so that it can be referenced by upper level agents/devs to save time later as well as allow the ticket to be used to find a solution at a later time