Helpdesk scenarios

[SteveHigh]

Hello

I am hoping to prepare a list of scenarios, of the kind which face IT helpdesks daily, and to upload them, eventually, as a Web page for visitors who might wish to reference them.

I am not considering the kind of in-depth scripting errors we might find in the Microsoft Development Library, rather those simpler situations such as the following:

A call comes into the Helpdesk from a user attempting to look at a folder on her Win XP desktop, but gets
an Access Denied error. What could be the possible cause of this problem?

a) The shared permissions on the folder restrict access to the folder;

b) NTFS permissions are restricting user access;

c) The user needs to share the file;

d) The user must have the folder permission of Full Control

or:

You work on the helpdesk of a 25-workstation company running Win XP Professional. The company uses a DHCP server for its TCP/IP configuration. You receive a telephone call from the network administrator asking you to configure a new workstation that has been added. What must you configure on the new workstation?

a) IP address only;
b) IP address and subnet mask;
c) IP address, subnet mask, and default gateway;
d) Nothing.

I am sure there are probably thousands of different permutations of problems, but is there a link anywhere I could access or does anyone have any ideas as to how I might put this together?

Thank you.

Steve

 

[gbaughma]

Sounds like a school assignment.....



Just my 2¢
-Cole's Law: Shredded cabbage

--Greg

http://parallel.tzo.com

 

[linney]

Look through the numerous forums that cover Windows, see which are the most common type of problems, and note the answers that seem to work.

 

[fleven2001]

Hey SteveHigh, i was very interested in your post, you see i am about to teach a Helpdesk course at TAFE, and would love to have a database of scenarios to give the students, Did you ever get this off the ground?