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IT & Service Desk

Troubleshooting case files

Worked support cases that follow the troubleshooting method — from the reported problem through diagnostics, options, a recommended fix and how to check it worked.

Workplace context

The Service Desk has a few problems to work through. For each one, read the report, gather the diagnostic information, weigh the options, recommend a fix, get approval if it's needed, plan the change and say how you'll check it worked. The troubleshooting method walks through the steps, and there are approval, implementation and evaluation templates.

TC-20XX-01 Hardware

Shared printer won’t print from one workstation

Reported by Ella Zhang · Melbourne HQ — Level 14

Context & symptom

Shared printer PR-14-02; user workstation WS-1408 (standard laptop). Other staff can print to PR-14-02.

Symptom: The printer shows on the network and others can print, but nothing prints from WS-1408 — jobs sit in the queue.

Gather diagnostics

  • Confirm the problem is one workstation only (others print fine).
  • Open the print queue on WS-1408 — are jobs stuck or erroring?
  • Check the correct printer and driver are selected (not an old copy).
  • Restart the print spooler and clear the stuck queue.
  • Check WS-1408 can reach the printer on the network.

Helpful guides

Solution options

  • Low effort Recommended

    Remove and reinstall the printer + current driver on WS-1408

    Targets the likely cause (a bad driver/queue on one machine).

  • Low effort

    Temporarily map the user to another nearby printer

    Keeps them working while you fix it — not a permanent fix.

  • High effort

    Replace the printer

    Not warranted — the device works for everyone else.

Recommend & approve

Reinstall the printer and current driver on WS-1408, after clearing the stuck queue.

No approval needed — within standard support.

Implementation plan

  1. Cancel and clear the stuck print jobs.
  2. Remove the printer from WS-1408 and reinstall it from the print server with the approved driver.
  3. Print a test page.

Evaluate the result

  • The user prints successfully from their normal application.
  • Confirm with the user that it’s resolved.
  • Note the cause and fix on the ticket and close it.
TC-20XX-02 Accounts & access

New starter can’t open the shared Operations folder

Reported by Sam Taylor (new starter) · Melbourne HQ

Context & symptom

New laptop, set up on day one. The user signs in to the laptop and email fine; the issue is a shared folder.

Symptom: Can sign in, but opening the shared Operations folder gives an “access denied” message.

Gather diagnostics

  • Confirm others in the team can open the folder (so it’s a permissions issue, not an outage).
  • Check whether the user is in the Operations access group.
  • Check whether an IT access request was raised and approved for this folder.
  • Check the drive is mapped correctly for the user.

Helpful guides

Solution options

  • Low effort Recommended

    Add the user to the Operations access group (after manager approval)

    The correct, maintainable fix — access follows the group.

  • Low effort

    Grant the user individual permission on the folder

    Works but harder to manage and audit — avoid where a group exists.

  • Low effort

    Re-map the drive only

    Won’t help — the problem is permissions, not the mapping.

Recommend & approve

Add the user to the Operations access group once their manager approves the access request.

Yes — manager approval via an IT access request before granting access.

Implementation plan

  1. Confirm the approved access request (AC ticket).
  2. Add the user to the Operations access group.
  3. Re-map the drive and have the user sign out and back in.

Evaluate the result

  • The user can open the Operations folder and a file inside it.
  • Confirm with the user, and that access matches what was approved (no more).
  • Record the change and close the ticket.
TC-20XX-03 Software

Error opening the monthly reporting template

Reported by Aisha Rahman (Customer Service) · Melbourne HQ

Context & symptom

Standard laptop, approved reporting application installed. Happens when opening one specific template file.

Symptom: An error appears when opening the monthly reporting template; the file won’t open.

Gather diagnostics

  • Reproduce the error and note the exact message.
  • Try a fresh copy of the template from the library — does a known-good copy open?
  • Check whether other staff get the same error (file problem vs app problem).
  • Check the application is up to date and any required add-in is enabled.

Helpful guides

Solution options

  • Low effort Recommended

    Replace with a fresh copy from the template library

    Fixes it quickly if the file itself is corrupt.

  • Low effort

    Re-enable the required add-in

    Use if the error points to a disabled add-in.

  • Medium effort

    Repair or update the application

    If the error persists across files, not just this one.

Recommend & approve

Replace the file with a fresh template copy; if the error persists across files, repair the application.

No approval needed unless a reinstall or new licence is required.

Implementation plan

  1. Provide a fresh copy of the template from the library.
  2. Have the user open it and confirm it works.
  3. If still failing, run an application repair and re-test.

Evaluate the result

  • The template opens without error.
  • The user completes a test entry successfully.
  • Confirm resolved, note the cause, and close the ticket.

Need to log a new one? Use the Service Desk.