Hi. We’re using Duo on an increasing basis, so finally we start to have enough usage
to stimulate the occasional interesting or difficult problem (from the end-user perspective).
E.g. right now we have three users experiencing an inability to use their home phones
with our integrated Cisco VPN service. As always, we encounter difficulty in troubleshooting
end-user problems when we have incomplete information from our clients.
My question is, have folks developed troubleshooting procedures (beyond asking a few
questions and seeing what people say!) that would facilitate problem resolution?
E.g. I’m thinking we really should develop a robust procedure for trying and testing things for a
person having difficulties, have them take a few steps, and fill out a form providing all
the information we’d like to collect plus the results of their testing. A person complaining
about “push” not working, for example, would be asked to confirm that other methods are
working (or not) for them.
Thoughts? - Gary Chapman, NYU IT