Supporting Troubleshooting

This article provides important information on processing incidents that can occur, particularly when integrating the LMS with other systems. At all times, the Service Desk team's priority is to resolve the reported problems as quickly and efficiently as possible. For this reason, and due to the fact that problems with integrations are more difficult to analyse, we would like to publish a few tips and guidelines here on how best to proceed.

For a number of incidents that are reported, the Service Desk team relies on the assistance and co-operation of others. The following scenarios are conceivable, among others:

• If only individual users have a problem and the problem cannot be understood by other users, it is either necessary to ask an affected user for cooperation (for example in a web session) or to be able to understand the problem with the user themselves. In such a case, the Service Desk team will point this out and suggest the appropriate course of action. In some cases, however, it is also sufficient to simply request further information from the affected user (e.g. on the exact procedure leading to the problem).

• If it is necessary to involve further IT specialists on all sides concerned, a joint meeting in the form of a web session may be the most expedient. In this case, the Service Desk will involve the necessary specialists on the Scheer IMC side. It is important at this point that the person authorised to provide support on the customer side also coordinates the right specialists on their side. Please note that as a service desk, we have no mandate to make direct contact with people on the customer side who are not known to us or even on the side of external companies. Here we must refer to the duty of cooperation of the persons authorised to provide support.

All in all, it can be said that it always makes sense to call in the relevant experts, especially for tricky technical incidents that are influenced by integrations.