Identify the Problem

Summary

Identify the area of effect and work backwards. For example, identify if it’s a floor of people, specific device types, geographical area, etc.

Ask the user when they started experiencing the issue
Ask if they have changed anything recently that may be causing the issue, or doing anything differently than they normally do. Any new software updates, or changes to their system.
Ask the user if anyone else on their team is effected by the issue
Triage the problem and understand the urgency
Work through understanding if the issue is a single problem or multiple problems
discover if the issue is a hardware issue or a software issue

Ask questions to users about their system, what their experiencing, offer basic techniques to see cause and effect on their system and see if there are positive or negative concequences.
Ask “yes/no” question to reduce churn of conversation

Test out a possible solution to “move the bar” and see if the issue improves, or gets worse. e.g. did they gain or lose access to parts of what they are working on.

Being able to reproduce the issue gives a more scientific method to solving the problem for now and in the future.

Document the issue and generate any tickets necessary documenting steps to resolve or timeframes
Document resolution and the necessary resources to complete the ticket

After plan of action has been implemented then identify with the end users or all effected end users that they are no longer experiencing the problem