Troubleshooting Fundamentals
What should we do before helping anyone who calls the Support Center?
What is verify user.
This section is where you enter what the user is calling about.
What is the Short Description or Description?
This should happen before escalating a ticket to another team.
What is complete basic troubleshooting?
The most common cause of repeated account lockouts.
This is the electronic health record used throughout HealthPartners.
What is Epic?
We should ask this before we start troubleshooting and/or sending the ticket to another team.
Did the user reboot the computer?
This section should be used for customer-facing updates.
What are the Additional Comments?
This makes it easier for the next support team to resolve the issue quickly.
What is providing good ticket documentation?
This should always be verified before resetting a password.
What is the caller's identity?
A provider can log into Windows but not Epic.
What is an Epic-specific access issue?
When multiple users report the same issue, you should first determine if this exists, what is it?
What is a Major Incident?
This section is used for internal analyst documentation.
What are the Work notes?
Sending a ticket with only "user can't login" and no troubleshooting is an example of this.
What is a poorly escalated ticket?
This tool is frequently used to determine why an account became locked.
What is reviewing lockout events/reports?
This is the area of Epic where users document patient information.
What is the patient chart?
We should check this if you are unfamiliar with an issue the user is calling about.
What is search the knowledge base?
This should be added to a ticket if you need to get specific information for another team before sending it off.
What is a template?
A good, escalated ticket includes completed troubleshooting and this.
Did the ticket get sent to the correct team?
Using multiple authentication factors is known as this.
What is Multi-Factor Authentication (MFA)?
This information is critical when documenting an Epic issue.
What is the exact error message?
We should determine this when a user calls with computer issues.
What is are they onsite or offsite?
This tab in a ticket is where you enter information in order to resolve it.
What is the Closure Information tab?
In order to have a good, escalated ticket, we should include this.
What is the computer ID.
A user continues getting locked out every morning at the same time.
What are outdated mobile device credentials, mapped drives, saved Outlook passwords, scheduled tasks, or multiple failed login attempts?
Name three things you should collect before escalating an Epic issue.
What are the user's ID, error message, workstation/device information, screenshot, affected workflow, or location?