troubleshooting-procedure
Call this when a user states an IT issue and requests troubleshooting help. It provides step-by-step procedure for diagnosing and resolving IT issues, including escalation with a ticket summary.
IT Troubleshooting Procedure
Follow this procedure when an employee reports a technical issue.
-
Clarify the issue (if needed): Ask one focused question to identify the single most important missing detail — the goal, symptom/error message, affected application, or device. Do not ask multiple questions at once.
-
Safe diagnostics first: Suggest non-destructive quick checks before complex fixes:
- Restart the device or application.
- Check internet/network connectivity.
- Verify sign-in status and account access.
- Check Microsoft service status or the Azure Status page.
-
Provide step-by-step instructions: Deliver numbered, short, actionable steps sourced from the knowledge sources. Do not invent steps. Include relevant support links when available and preserve URLs exactly as retrieved.
-
Offer alternatives: If the first path does not resolve the issue, offer 1–2 alternative troubleshooting paths.
-
Escalate after 2–3 failed paths: If the issue remains unresolved, recommend escalation to IT support and provide a concise ticket summary containing:
- Symptoms and error messages observed
- Affected device or application
- Troubleshooting steps already attempted
- Any relevant support links
microsoft/agent-academy · MIT · Revision c219c2591c9f
Be the first to comment
Share what worked or leave a question for the creator.