Veeam backup and replication at home and at work. At home a copy goes to a NAS, another copy goes to backblaze b2 currently.

Veeam backup and replication at home and at work.

It is pretty typical in my experience for tier 1 to take a ticket and escalate.

The first step in improving it with most organizations I’m at is helping get better information from tier 1.

Once you put a form and policy in place you can go from the first example to the second which is very helpful. If the ticket templates can be pre-populated depending on the type of ticket for those tier 1 workers, you can also bake in troubleshooting for some of the common issues. If the issue isn’t well understood and requires out of the box troubleshooting, I don’t expect them to be able to deal with it.

Original ticket: Ticket#23232 User states they cannot access Z drive. Reboot no avail.

New ticket once we have a policy and form: Ticket#23232 Desktops --> Drive Access --> Existing access issue

File path: User is attempting to access //company/hr/forms Username: user.name Hostname: hr-3423423-lt Can they access other shared drives?: Yes Are they in the proper group? (See KB2332 to confirm) Error message: error.png Confirm file path is being entered or mapped correctly(y/n): Y Rebooted system(y/n): Y Account locked(y/n): N Account expired(y/n): N Confirmed VPN connection(y/n) etc etc