Step 1: Write the Tickets
Open a new word processing document and write three help desk tickets you imagine might come up in a college library. Think about the examples we discussed above, or any issues you’ve had recently when using your computer. In the ticket, include what the problem is, what devices (including peripherals) are included in the problem, and what has been tried so far.
Step 2: Place the Tickets in Order of Urgency
Using the cut and paste function, order the tickets in order of urgency, with most urgent being first, least urgent last. To decide which is most urgent, think about which tickets would cause a student to have to stop school work, or which might just be inconvenient.
Step 3: Solve One Ticket
Then, under the three tickets you wrote, solve the most urgent ticket, using any available reference materials. You may have to conduct some quick research to find out more about how to solve the problem. Your solution should include instructions you’d give to the person who submitted the ticket in order to help them through their problem, and should be at least a paragraph long. More complicated issues may require longer solutions.
In your solution, include rationale for why you are suggesting each solution (for example: check your laptop’s cables, as these are often sources of ineffective power supply).
Step 4: Save and Submit
To complete this activity, save and submit your word processing document.
Step 1: Write the Tickets
Ticket 1:
Problem: Laptop not connecting to Wi-Fi
Devices: Laptop, Wi-Fi router
What has been tried: Restarting the laptop and router, checking for Wi-Fi signal
Ticket 2:
Problem: Printer not printing
Devices: Computer, printer
What has been tried: Restarting both the computer and printer, checking for paper jams
Ticket 3:
Problem: External hard drive not recognized
Devices: Computer, external hard drive
What has been tried: Connecting the external hard drive to different USB ports, restarting the computer
Step 2: Place the Tickets in Order of Urgency
1. Ticket 1: Laptop not connecting to Wi-Fi (most urgent)
2. Ticket 2: Printer not printing
3. Ticket 3: External hard drive not recognized (least urgent)
Step 3: Solve One Ticket
Most Urgent Ticket: Laptop not connecting to Wi-Fi
Solution:
To solve the issue of the laptop not connecting to Wi-Fi, please follow these steps:
1. Check if other devices are able to connect to the Wi-Fi network. This will help determine if the issue is specific to the laptop or the router.
2. Ensure that the Wi-Fi on the laptop is turned on. Look for the Wi-Fi icon in the system tray or settings menu and make sure it is toggled on.
3. Restart both the laptop and the Wi-Fi router. Sometimes, a simple restart can refresh the network connection and resolve the problem.
4. Check if the laptop is within range of the Wi-Fi signal. Move closer to the router or try connecting to a different network if possible.
5. If none of the above steps work, try forgetting the network and reconnecting. Go to the Wi-Fi settings on the laptop, find the network, and click on "Forget." Then, reconnect to the network by entering the password.
Rationale: The suggested solutions aim to address the common causes of Wi-Fi connectivity issues. Checking other devices' connectivity helps narrow down the problem, while ensuring Wi-Fi is turned on and restarting the devices can resolve temporary glitches. Moving closer to the router can help if signal strength is weak, and forgetting and reconnecting to the network can refresh the connection settings.
Step 4: Save and Submit
Save the word processing document and submit it as instructed.