Almost at 3 pages
How many times should we reach out to a customer before resolving a ticket?
3
A Windows computer is running unusually slowly. You suspect an application is consuming excessive system resources. What built-in Windows utility lets you identify the offending process?
Task Manager
172
What system is used to manage campus printing and print job releases? (we use it to check toner levels)
Bonus Question: for personal computers what application needs to be installed on windows devices to allow printing to UWSP printers?
PaperCut
Bonus Answer: Mobility Printing
If a monitor has a built in webcam, what cable is needed for the webcam to function?
USB A to USB B
When troubleshooting a possible jack issue, what needs to be in the ticket before reassigning to cabling?
Bonus Question: For a fac/staff desktop computer, what first few numbers would we hope to see the IP Address return?
Screenshot of ipconfig
Bonus Answer: 143.236
What Windows command checks and repairs corrupted system (OS) files if it finds any?
sfc /scannow
What two iOS settings do we need to make sure is off to allow UWSPWireless to work?
Bonus Question: What wireless setting for Android devices needs to be turned off to allow connection to UWSPWireless?
Limit IP Tracking and Private Relay
Bonus Answer: Randomized Mac Address
If a UWSP computer is failing windows updates what is likely the issue?
Bonus Question: What is the application listed in Control Panel that is related to Software Center?
Software Center/SCCM
Bonus Answer: Configuration Manager
Who do we call (what we call the phone queue) when there is a widespread network issue?
hint: not the ghostbusters
Bonus Question: What's the extension?
Tooncall (TechOps On Call)
Bonus Answer: x2388
What team would we assign a ticket to for adding software (that has already been vetted) to the Software Center?
Enterprise Device Management (EDM)
What on a Mac computer can hold onto old passwords and certificates that could cause various logon issues on that machine?
Bonus Question: On UWSP Macs what is it called when the Mac isn't allowing the user to log on with their new password? Mac equivalent for Bitlocker
Keychain Access
Bonus Answer: File Vault
If a student is having issues connecting their PS5 to UWSPDevice, what should we make sure has been registered?
MAC Address of the device
What program is used to add a user to the Remote Desktop Users group for their UWSP windows device? (this allows them to remote desktop into their machines)
Computer Management
What tool in Hiren's do we use to test for bad cells on a harddrive?
HDTune
What team would we assign a ticket about "vanity URLs" to?
App Dev
A UWSP Windows computer displays "The trust relationship between this workstation and the primary domain failed." What has typically broken?
Bonus Point: Why are some users able to log onto the device in this state and why others cannot?
The computer's connection to Active Directory
Bonus Answer: People that have signed into the machine prior to the break have local accounts so it caches their password, since computer can't talk to AD it is unable to confirm password for new users
What are the two certificates we sometimes need to manually install on people's devices when having wireless issues?
Bonus Question: What type of certificates are these?
Intermediate and Root
Bonus Answer: CA Certificates (helps the device verify the authentication server's identity)
What tool can be used to see which devices the customer has been the last user on (last or currently logged onto)?
AllSight (Keyserver)
If someone has Adobe Acrobat Reader DC installed, it needs to be uninstalled, then ________, restart machine, and then reinstall Adobe Creative Cloud.
run Adobe CC Cleaner (tool is online)
Based off Aaron's CBORD troubleshooting document, what specific information does he want in the ticket before reassigning to the cbord TDX team? What two screenshots?
Bonus Question: What information is needed from the user? Answer two out of four
ELK Logs/Records (error codes), Electronic Lock Access e-form (permissions)
Bonus Answer: Contact info, id and prox from card directly, location they need access, date/time tried
When using the ELK Lockout Search Dashboard what label/term indicates that the a failure was happening due to WIFI?
RADIUS
What service automatically assigns IP addresses and other network configs to devices connecting to a network?
DHCP
The "Object" tab in aduc shows the network path of a computer, if it is missing when you bring up a computer what setting needs to be turned on?
Bonus Question: The network path shows us what OU the computer is in, what are two types of mappings that are commonly determined by the OU?
Advanced Features
Bonus Answer: Printer and Network Drives
What would the device name be for a remote lab computer? Fill in the blanks: ____-__-##
RLAB-WV-##