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: I just tried to print an important color document – the marking budget proposal supporting the new designs to debut just prior to the Oscars in Los Angeles. It keeps smearing, and I have blue toner all over my hands!.

Ticket Number: 1002 Scenario: My mouse has stopped working. I checked the Windows device manager, and the mouse entry is not there. I need my mouse!.

Level 2 Tickets.

Ticket Number: 2002 Scenario: My Dell OptiPlex 9020 Mini Tower will not go to Windows desktop. I heard. Series of audible sounds, like Morse code?!? I think the pattern is one, followed by three, then two. What does that mean?.

Ticket Number: 2003 Scenario: Every time I print, there is an ugly vertical streak down the page. I have to provide printed instructions to the 125 models who will walk the runway in the upcoming Settimana della moda (Milan Spring Fashion week) in a few hours! HELP!!!!.

Level 3 Tickets.

Ticket Number: 3003 Scenario: My computer is totally frozen. All I see is an error message that says, “controller has failed”. I have a short deadline to pitch for a new line of bags to be show at the Fashion Goods and Accessories Exposition in Osaka. I tried rebooting my machine, but the problem comes back after a few minutes. I have an OptiPlex GX240..

Ticket Number: 3005 Scenario: When I turned on my PC at the office today, it started to boot, and then started doing a Windows 10 update. But it keeps trying to reboot and update. It is on the sixth try and still won't boot up; it's just the same Windows update install over and over. What should I do? Follow-Up from Help Desk Associate Jen: Windows update is not completing, sending Marci’s PC into an endless loop. From my experience, there can be several underlying issues that may cause Windows Update to fail. You may need to try several different things to resolve the issue. I recommend consulting Microsoft’s knowledge base..

Ticket Number: 3005 Scenario: When I turned on my PC at the office today, it started to boot, and then started doing a Windows 10 update. But it keeps trying to reboot and update. It is on the sixth try and still won't boot up; it's just the same Windows update install over and over. What should I do? Follow-Up from Help Desk Associate Jen: Windows update is not completing, sending Marci’s PC into an endless loop. From my experience, there can be several underlying issues that may cause Windows Update to fail. You may need to try several different things to resolve the issue. I recommend consulting Microsoft’s knowledge base..

Ticket Number: 3005 Scenario: When I turned on my PC at the office today, it started to boot, and then started doing a Windows 10 update. But it keeps trying to reboot and update. It is on the sixth try and still won't boot up; it's just the same Windows update install over and over. What should I do? Follow-Up from Help Desk Associate Jen: Windows update is not completing, sending Marci’s PC into an endless loop. From my experience, there can be several underlying issues that may cause Windows Update to fail. You may need to try several different things to resolve the issue. I recommend consulting Microsoft’s knowledge base..

Summary. What did you find challenging or interesting about one or two of the support cases? I found the Level 3 ticket related to the Restart/ Update Loop particularly challenging and interesting due to its complexity. The case involved intricate issues that required extensive research to identify and resolve Navigating through the troubleshooting process for a continuous update loop presented a unique set of challenges, contributing to the overall interest in addressing more intricate technical problems. Overall, I used my own experience and knowledge to resolve all other tickets..

References:. Dell OptiPlex 9020 Mini Tower Owner’s Manual. Dell Technologies. (n.d.). https://www.dell.com/support/manuals/en-uk/optiplex-9020-desktop/opt9020mtom-v2/beep-code?guid=guid-079a6bc2-e8ab-414f-b255-b79b9b0614a1&lang=en-us Fix device driver problems in windows. Driver Support. (2020, April 27). https://www.driversupport.com/knowledge-article/fix-device-driver-problems-in-windows/ Moodaley, D. (2021, July 14). What to do when your printer prints vertical lines or streaks. Inksaver. https://inksaver.co.za/blogs/blog/what-to-do-when-your-printer-prints-vertical-lines-or-streaks Mouse and keyboard problems in Windows. Microsoft Support. (n.d.). https://support.microsoft.com/en-us/windows/mouse-and-keyboard-problems-in-windows-94b4ca7b-4f2f-077e-4eb4-f7b4ecdf4f61 Why does the INK Smudge when you print?. UCI Documents. (2022, January 11). https://www.ucidocuments.com/why-does-the-ink-smudge-when-you-print/ What do I do when I cannot update windows?. Tobii Dynavox FR. (2019, January 28). https://fr.tobiidynavox.com/blogs/support-articles/what-do-i-do-when-i-cannot-update-windows#.