Overview

Troubleshooting

  1. Define scope and history 
    1. Is this a new user? 
    2. When did your login stop working? 
    3. Any prior tickets or changes to the account recently? 
  2. Data Collection and Troubleshooting 
    1. What app is the user attempting to log into? 
      1. Agent 
      2. Supervisor 
      3. Manager
      4. Setup
      5. Reporting
    2. What errors are you getting? 
      1. Provide screenshots if possible 
    3. Obtain user credentials being used or permission to reset credentials for testing
      1. Try logging in as a customer 
      2. Are you receiving the same errors? 
  3. Escalation to Support Center 
    1. Note the history and scope 
    2. Note app involved 
    3. Note user credentials if collected 
    4. Note any errors 

Summary (optional)