Desktop Support Expectations

Please use these guidelines to assist in isolating the root cause of a computer issue for both CSDS and AgIT customers.  The guidelines should be reviewed prior to escalating an issue with an unknown cause.

NOTE:  Validate the Asset Information associated with the FootPrints ticket is the computer with issues.

• How many customers or computers are experiencing this issue?  Is it local to one area, a whole building, or across campus (e.g. HFS MKTG is in two different parts of campus but accesses the same file locations and servers)?
  • Is the issue new, recurring, or intermittent?
• If someone else logs into the computer, do they experience the same issue?
• Does the issue persist after restarting the computer?
• If the customer logs into another computer, can they reproduce the issue?
  
  • What are the steps to reproduce the issue?
• Did the customer recently change their password?
  • Did they change it via CTRL+ALT+DEL or the ITaP website?
  • Is the account locked in Active Directory?
• Was the machine recently re-imaged, had software pushed, or any other modification?
• If they are having an issue with not being able to communicate with a service:
  • Is the service software installed on the computer if need be (e.g. SAP GUI)?
  • Can others use the service?
  • Are they able to communicate on the network with other services?
  • Is this the first time they have used the service?
  • Can you ping the service?
• If the computer is not communicating on the network:
  • What is the type of network connection in use (e.g. PAL, AT&T wifi, hardwired campus/off campus, VPN, etc.)?  Is there a green light on the computer where the network cable is plugged in?  Has the wireless switch been turned off?
  • Have the customer confirm their IP address.  Is it the expected address and is it on the expected subnet?

  • Does the machine have a static IP? (check https://hostmaster.itap.purdue.edu/app in a web browser for the computer’s IP) 

  • Have the customer check cable connections and verifying everything is plugged in correctly.
  • Is the customer using VPN?
    • WHICH VPN are they connecting to?
• Research any error messages in Gold Answers, FootPrints, Google, etc. for additional troubleshooting steps to take.

NOTE:  All information captured from these steps should be documented in the Tech Notes of the FootPrints ticket prior to escalation.