Overview

Troubleshooting

  1. Define scope and history 
    1. Is this a new user? 
    2. When did your login stop working? 
    3. Any prior tickets? 
    4. Is the user able to access other areas of the system
      1. IE; can they log in to the supervisor app or manager?
  2. Data Collection and Troubleshooting 
    1. Is the user a supervisor? 
      1. The user needs to be a supervisor of at least one BP 
    2. Obtain user credentials being used 
      1. Try logging in as a customer 
    3. Any errors on the screen? 
  3. Escalation to Support Center 
    1. Note the history and scope 
    2. Note user credentials if collected 
    3. Note any errors 

Summary (optional)