Have the account's permissions been validated in the Wisc Account Administration site? if in Outlook, via auto-mapped account, or via separate configuration?.If in the web, via direct login with service account credentials, or via "linked login" or "open another mailbox" via NetID credentials.If the issue is with a service account access, it's crucial to know how the service account is being accessed.If the issue has to do with login, can the user log into other services with the credentials, such as MyUW?.Was an incognito or private tab attempted?.Was another browser tried (or several browsers)?.If the issue is occurring in a browser, were cache and cookies cleared and the browser restarted?.Some common troubleshooting steps the Help Desk agents will look for: Include your workflow and the current steps being used to accomplish this.Include any troubleshooting already completed.Provide exact steps to reproduce the issue.Let them know all symptoms or any error messages.Include screenshots when applicable (this comes in useful especially when errors are appearing).Having the information already gathered will ensure efficient service will be provided by help desk staff and Office 365 support team. This document will provide some common troubleshooting steps, required case information, and additional tips to use as an IT admin when working with an end user experiencing issues.
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May 2023
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