Probing Questions

Is this the first time you

Have you recently
Yes Was it working before? No are trying to access/use
made any changes?
it?

No
Do you have already
No Yes a ticket opened for
After the
Yes this issue?
Changes

When did the

What changed? /
issue start? No Yes
Which system has
Before changed?
the
Changes
Ask for the request number and
What is the error message?/ What Yes verify its status. Is it closed after No
system is affected? successfull completion?

Desktop/
Software Access/Account Mobile Network
Laptop/Printer
Follow up
the case/
Update
Open an Incident the ticket
 Software
Troubleshoot
the device it
self: verify Tag the
Internet ticket
connection, and
reboot device, Is it an issue with
collect
clear temp Yes Performance (slow, No Is it a Ferring application? Yes Is it a GxP application? Yes triage
files, repair non-responsive)?
application, (business
reinstall the impact,
application an etc).
d also follow No
the No
corresponding
KB.
Request the exact or estimate
One How many users are More than number of affected users. What is
Troubleshoot Yes Is it an issue with
Account and affected? one the business impact of the software
the login (SSO)?
browser, if not outage (Triage)?
a desktop app
(clear cookies
and cache,
verify browser No
compatibility,
etc), and also Critical
follow the
Non-
corresponding Critical
KB.
Request the error
message and search
for the corresponding No
KBs to troubleshoot
accordingly. Confirm with Report to
governance if it governance the
applies to raise a high priority
high priority ticket ticket
Is the issue solved after the troubleshooting?

Yes Close the ticket Escalate to the resolver group

 Account/Access for single user
affected

Has the user already requested Is the first time the user is
No the access via standard Yes trying to access the system?
request?

Verify the license and Is the internet connected? Is

troubleshoot desktop app: the user able to access the Collect device and account
Reboot device, clear temp computer? Is the user added to information (Asset number,
folder, repair/reinstall the VPN group in AD? Has the Account ID), document the
applications, create a new user changed the password/ ticket with screenshot of
Outlook profile, if applicable, device recently? Is the MFA the error message and
and follow specific KBs for the properly set up and code is escalate to OSS
corresponding error message. being received?

No Yes
Yes

Have the certificates VPN

expired?
Does it open in the
No web version?
Desktop App

No
Verify if the user has the
Is the issue with Desktop or Email and
approppriate license/role assigned Web application? Office apps
in AD and if the correct password
is being used. Reset the password
if applicable.
Web App What is the error
Troubleshoot browser (Web App):
test opening Office in another message/Which system Yes
browser and in incognito, clear is affected?
cookies and cache. Follow
Instruct the user to login with
respective KB.
the old password and connect Yes
the VPN to synchronize it.
Does the user know the old Has the password Windows
password?
Yes recently changed? Login

Provide LAPS password and

connect the VPN. No
Verify if user is enterring the
correct credentials and if caps lock
is not on. Check the account in AD
to see if the account is blocked or No
password has expired and perform
a password reset if needed. Follow
respective KB.

Verify if user is enterring the Search for respective KB to

correct credentials and if caps lock set up the access manually
is not on. Check the account in AD on the end user's device
to see if the account is blocked or
Is the issue solved? password has expired and perform Yes Is it a SSO application? Applications (map shared folder/shared
a password reset if needed. Verify mailbox, etc), since access
in AD if the user is added to the itself was already granted
correct security group for access. via request.

Escalate to
Second No Yes Close the ticket No
Level team
 Desktop/Laptop/Printer

What device is affected?

Desktop Laptop Printer

Is it a PROD or LAB device?

No Yes
Reboot device, clear Temp files, adjust
Performance Is it an issue
Windows performance options, run antivirus,
(slow/non
free up space in OneDrive and follow the with the Escalate to
responsive)
hardware itself OT team
respective KB for the issue.
(damaged
Verify if wireless devices have battery and device)?
connect the USB dongle to another port or
computer. Reconnect wired devices into another
port as well and verify if any lights turn on. Peripherals Clear print queue,
reset printing
If the device has power, update the drivers and
reboot the device. Follow other troubleshooting No Yes No spooler, disconnect
the power cord
steps from KBs. of the printer and
reconnect it,
Cross check if user is using the correct reinstall drivers, run
What is the Reboot device, verify diagnosis tool from
credentials to see if a password reset is needed. vendor and follow
Account/Access error message? cables or charger by
Run GPupdate /force in CMD. Follow account reconecting them in other steps from
troubleshooting KBs. What is the another USB port or the KBs.
exactly the another power source
and verifying if there No
issue?
are lights on. After
Run GPupdate /force in CMD, check for following further
Windows updates, Boot it in Safemode, enter steps from the KBs, is
Operating System the issue solved?
Bitlocker key in case it is needed and follow
procedures of the corresponding KB.

Close the
Yes ticket
Yes

Collect device information (Asset

number, service tag, model and
brand, etc), check warranty,
Is the issue solved? No document the ticket with photo of
the damage, if applicable, and
warranty status and escalate to OSS
 Mobile

What device is affected?

Mobile
iPad
Phone

Yes Is it a Ferring asset? No Is it enrolled in Intune?

Is it an issue with the hardware

itself? Is it an issue with the data Yes No
plan? Does the user need specific
features enabled?

Collect device
information (Asset
Assist the user to enroll
number, service tag,
No Yes model and brand,
device for the first time
(BYOD).
phone number, etc),
and escalate to OSS

Escalate to
Was the device stolen/lost? OSS
Request phone number
and other device
information, wipe and
block it in Intune and
No Yes share the information Verify if the user is
with the security team.
Assist the user raising a
Yes No added to the correct
AD security group.
replacement request, if a
Ferring asset.
Is the device
appearing compliant
in Intune?
Has the application ****
Yes expired and it is no If AppleID issue
persists, for Spain it
longer active? is needed to
Is it an issue with an
No Yes specific application?
escalate to OSS.
****

Close the
Is it an AppleID/
No GoogleID login issue?
Yes ticket.
Verify on Device Compliance
on Intune if the Company
Portal needs to be installed or
if the password requirements
are met. For Apple devices,
instruct the user to reset
the password in https://
Verify if a iforgot.apple.com/. If the
reenrollment is No issue persists, they must
needed. reach the vendor support
directly.

Yes

No Escalate to OSS.
Is the issue solved?
 Network

Is it a Ferring device?

Is Is the external user trying to

production/ Is it a remote connect to a system non
Critical Yes No user?
Yes No converted to MFA and does not
Lab
impacted? have a Ferring AVD?

Report to
governance the No Yes
high priority ticket Yes

Is the user able to Connect to the No Has the user a token to access
VPN? Connect?

Escalate to Network team

Yes No No Is it an issue with the No Yes
AVD?
Is only one
user
impacted? Verify Internet Have the certificates expired?
connection and User's manager Reset user's
if user is Yes needs to raise a PIN in RSA
entering the
Token request, RSA console if
correct
Yes app needs to be applicable.
No credentials.
downloaded and
Perform a No Yes
password or Service Desk needs
MFA reset if Escalate Escalate to assign the token
needed. to OSS to DWP manually.

Is the issue
solved?

Close the
Escalate to OSS No Yes ticket