PROBLEM STATEMENT:-In IT help desk, various calls or text came from customers that they have forgotten their password or they have not access to their account. This can happen when someone use various password for various accounts, its not a big deal with calling to help desk or with some technological support customers can retrieve their account and set the new password for their account. This type of problem arises when the account is pirated but customer can retrieve their account by upper said methods.
A SERIES OF QUESTIONS NEED TO BE ASKED:-
1)HELLO,WHAT IS YOUR NAME AND WHAT WAS THE PROBLEM YOU ARE FACING?
2)WHAT IS YOUR LAST PASSWORD YOU REMEMBER?
3)HAVE YOU GOT ACCESS TO YOUR E-MAIL ID?
4)ARE YOU USING THE MOBILE NO. YOU HAVE REGISTERED IN YOUR ACCOUNT?
5)DID YOU RECEIVE ANY NOTICE THAT SAYING YOUR YOUR PASSWORD IS GOING TO EXPIRE?
6)ARE YOU USING PERSONAL OR CORPO RATE COMPUTER?
7)ARE YOU USING VPN OR ANY BROADBAND CONNECTION?
8)DID YOU REMEMBER YOUR SECURITY QUESTION?
9)HAVE GOT THE OTP?
10)
1) Use the forgot password option it will give you the security question that you entered in the time of creating your account answering it you will generate a new password and get access to your account.
2) If you have the access to your mail it will give you an OTP with the help of that you will get access to your account.
3) If you registered your mobile no. the help desk will send you a OTP in your registered mobile no. with that you will get access to your account.
4) You can use troubleshooting option it will ask you questions to reset your password.
PROBLEM STATEMENT:-The log in problem arises many times to the users due to unclear cache and cookies on their browser or it can held due to bad network connection or it can also occur if user forgot their user id or password.
A SERIES OF QUESTIONS NEED TO BE ASKED:-
PROBLEM STATEMENT:-A problem may occur when a user become unable to surf the internet he/she might face the problem suddenly or the problem may be a permanent one. Their can be also a situation when internet connection is active for few seconds then it’s going down. In this situation a user may call help desk for technological support regarding this issue. The help desk have to address the problem and have to find a suitable solution for the customers
A SERIES OF QUESTIONS NEED TO BE ASKED:-
Customers may be instructed to run ncpa.cpl from their run window and then from the LAN software they have to put their IP and then have to configure those IP. They can also be told to restart their router and restart the machine. If this all are not working then they must check if there is any wire problem. Afterall the customer can log a ticket and mechanic can be send to their address to check the problem physically.
PROBLEM STATEMENT:-Sometimes the customers who are using iphones’ call with the problem that they are not getting their mails from their outlook account The mail app is fetching the most “recent” portion of emails. Except, it has its own definition of “recent” that doesn’t always necessarily include your newest mail first. Sometimes the view shown is not ordered by date. Instead, this app lists items by the order that they are last copied (or moved back) into the Inbox. Mail can then appear out of sequence. Most all other clients on the face of the planet (including Apple OSX Mail) fetch from your mail server by latest arrivals first instead of most recently copied or moved.
QUESTIONS THAT NEED TO BE ASKED:-
If that doesn’t work, try these four additional options:
As a student, I want to be able to download free software available for the course from the site
PROBLEM STATEMENT: A student might face a situation when he/she wants to download free software related to the course but he/she is unable to do that due to some technical issue. He/she might call helpdesk to find a solution. This problem may be due to expired license, or maybe due to bad internet connections etc.
A SET OF QUESTIONS THAT NEED TO BE ASKED:
If customer’s license key expires then they might be instructed to buy a new license key. Or if it a free software then the profile of the customer has to be checked carefully. It might be due to a profile issue or it might be an expiration issue.
References
Cisco IT Case Studies about Routing and Switching
“Stability Features” are ways of avoiding the “count to infinity” problem
Ratul Mahajan, David Wetherall, and Thomas Anderson. Mutually Controlled Routing with Independent ISPs. Proc. NSDI 2007
Matthew Caesar and Jennifer Rexford. BGP routing policies in ISP networks. IEEE Network Magazine, special issue on Interdomain Routing, Nov/Dec 2005
Jonne Zutt, Arjan J.C. van Gemund, Mathijs M. de Weerdt, and Cees Witteveen (2010). Dealing with Uncertainty in Operational Transport Planning. In R.R. Negenborn and Z. Lukszo and H. Hellendoorn (Eds.) Intelligent Infrastructures, Ch. 14, pp. 355–382. Springer.
Ash, Gerald (1997). Dynamic Routing in Telecommunication Networks. McGraw–Hill. ISBN 0-07-006414-8
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