June 10 2015, BMC Remedy assignment (Help Desk Ticketing & Documentation)

Submitted by Ratan Mohapatra

Step 1: Create Technician Account for self:

Step 2 & 3: Create 2 User Accounts:

Step 4: Add 5 classmates to IT department technicians:

Add Training Course:

Add 5 users to helpdesk to course:

Step: 5:

Create a new Topic: Wireless:

Steps of trouble shooting:

1. Run ipconfig /all from the command prompt (WIN+R, cmd).

2. The host has 169.254.x.x addresses which means they could not connect to the DHCP

server

3. Called the Network Team to make sure the DHCP server was ON. They told me it was

down due to some un-planned maintenance. But has started recently.

4. Checked the configuration of the wireless network adapter card to make sure they were

set with automatic IP:

5. Run the command ipconfig /renew and restored the internet connection

6. The user could navigate to www.google.com on her IE browser

7. Checked with other computers that could adapt the DHCP and were able to connect to

the internet.

Step: 6: Open a new work order

Step 7: Software Licence:

Step: 8:

i. Average hours:

ii. By department:

iii. Calls completed:

iv. Completed work orders:

Step 9: Change Management

Step 10: Add assignment to work order 1031