Summary

This chapter provides information on an approach you can use when you discover an incident in your environment that produces results you did not expect. The purpose of this chapter is to provide a troubleshooting workflow that anyone can adapt for their environment. Collecting information, testing, and documenting your steps will help you with the following:

• To determine whether the incident is normal and whether any further action is needed
• To help determine that it is a problem and then find the cause, create a plan, and correct the problem
• To determine that there is a problem and a support ticket should be opened along with all the documented information available to assist in the resolution

Trouble in the environment is going to happen and it's important to quickly understand the impact and make decisions to begin the resolution process. This chapter gives you a framework to develop problem solving workflow. Use the information in this chapter and modify it to your business...