Support Queue Case Study

Support Queue Case Study. Hudson Fisher Associates company logo with Fashion is our Passion text underneath..

Level 1 Tickets.

Ticket Number: 1001 Scenario: My Printer Ink Is Smearing!.

Ticket Number: 1001 Scenario: My Printer Ink Is Smearing!.

Ticket Number: 1002 Scenario: Mouse Not Working. Identify the problem. Mouse stopped working and is no longer listed in the Windows device manager. Establish a theory of probable cause. Computer either needs a Windows update, the driver for the mouse downloaded online, or “I2C HID Device” driver in device manager cycled. Evaluate the theory to determine the actual cause. The user has already noticed the mouse was not listed in the device manager, so we know it’s a driver issue of sort. The user stated their Windows was up-to-date, so we will look into the drivers for the solution..

Ticket Number: 1002 Scenario: Mouse Not Working. Establish a plan of action to resolve the problem and implement the solution. First, I will have the user navigate to the Device Manager by right-clicking the windows log and selecting it. I will then ask the user to scroll down and expand the “Human Interface Devices” option. I will instruct user to right-click on the driver titled “I2C HID Device”, select “Disable device” then right-click again and select “Enable device”. Once the driver it reenabled, the mouse driver will appear again under “Mice and other pointing devices”. Make sure the mouse driver is updated by right-clicking on it and selecting “Update driver”. Reboot computer and mouse will be fully functional..

Level 2 Tickets.

Ticket Number: 2002 Scenario: Dell Machine Making Clicking Sounds, not Connecting to Windows Desktop.

Ticket Number: 2002 Scenario: Dell Machine Making Clicking Sounds, not Connecting to Windows Desktop.

Ticket Number: 2003 Scenario: Printer Leaving Streaks on Page.

Ticket Number: 2003 Scenario: Printer Leaving Streaks on Page.

Level 3 Tickets.

Ticket Number: 3003 Scenario: Frozen Computer. Identify the problem. Computer freezes every few minutes with error message “controller has failed“. Establish a theory of probable cause. Computer may have a virus, but the likely cause by the hard drive or the associated controller being defective. Evaluate the theory to determine the actual cause. User will search for “Windows security”. Then the user will select “scan options”, “Full scan”, and finally “Scan now”. If system shows no viruses, user will proceed to run Windows PowerShell as admin, then run “chkdsk /f /r” to run diagnostics on hard drive and attempt a repair. Chkdsk was unsuccessful in repairing the hard drive, and failure is imminent..

Ticket Number: 3003 Scenario: Frozen Computer. Establish a plan of action to resolve the problem and implement the solution. With the negative chkdsk utility findings, paired with the failure to repair the hard drive, means the only option left is to create a backup and replace the defective hard drive..