Contents

Activity 1: Understand the role of a systems support log
Activity 2: Report problems

 

Activity 1: Understand the role of a systems support log

Distinguish between the essential and optional features of a systems support log by doing this interactive activity.

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Activity 2: Report problems

Today is the 25/5/2005. As a Computer Support Officer, you are called to a computer system (PC34), which is run by Brian from the Advertising Unit. On the 23/5/2005 Brian reported that the computer had very slow performance whenever he printed to Printer PR14 from Word. He has reported a number of printing problems in the past that it was not possible to verify.

Answer the following questions about how you would report the problem on a systems support log. Focus on the most correct and detailed description of what is happening.

What date would you enter?

	Today’s date
	The problem reported date
	Past dates before 23/5/2005

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What would you enter in the maintenance performed on field?

	PC33
	PR14
	PC34
	Brian’s PC

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What Problem description would you record?

	Computer slows when printing to PR14 from PC34 using word
	Printer PR 14 not working properly
	Computer PC 34 not printing
	Brian again

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What solution would you record?

	Checked the printer and it prints. No action taken.
	Checked printer connections, queue and updated driver. Tested and does not appear to slow down PC.
	Checked connections to printer and it seems OK. No action taken.
	The same user has reported many other problems – seems to be related to the user, not the PC.

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