Troubleshooting Guide

Does anyone have a Teamsite Troubleshooting Guide for the Help Desk or end user support areas? We are implementing Teamsite and would like to give first level support some documentation to help them. We do not have a large enough problem base to create one until the problems start coming. (Chicken and the egg problem).

Edited by claymmore on 08/26/03 03:10 PM (server time).

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B80116

Don't worry. You'll have a large enough problem base in no time.

Sorry. I couldn't resist.

Migrateduser

Oh-oh. That's not what the salesguy said. Smiley Happy

B80116

On a serious note, we don't have any kind of formal "end user troubleshooting guide" (yet), but I can tell you that most of our TeamSite support calls from end users fall into these categories:

Users needing assistance in adding hyperlinks to their documents or side navigation menus

Requests to add/delete TeamSite users

Problems whose cause is eventually traced to spaces/special characters being used in file names

Users needing files unlocked

Users deleting a file from their workarea, forgetting that they have to submit the deleted file to staging to delete the version, then doing a "Get Latest" on the whole workarea, and wondering why the deleted file "came back" in their workarea

Users accidentally resetting their Home Page and not knowing how to navigate to their workarea

Problems whose cause is eventually traced to the user linking to the wrong file or a non-existant file

Files not being published, usually traced to a problem with OpenDeploy

Users saving files to the wrong directories and then not being able to find them

Hope that helps!

davidj

I would be willing to trade some training manuals (developed for TS 5.5.2 Web Desk Pro) for a Help Desk Guide that another organisation has developed from the IWOV experience.

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