IT: Entry Level Helpdesk/Desktop Support (Troubleshooting Real Life Tickets Part5)

hey guys I do it's cats I can bring another video on information technology I hope you're having a good day happy Sunday and today I want to go over a real life ticket so we're gonna go over relax it's like that always our silo in real life tickets and basically these are tickets that you may see in your job you may not see in your job either no it depends on your company but the most part you might see this in your job and hopefully this helps show obviously if you're new to my channel do i TV does the desktop support videos to talk about how to get into IT support i do i do do live training as well on the weekends on saturday so it's a notification about that way you know when i go live I was always very comment subscribe hit that like button I greatly appreciate to the point that I just turned blue and it permanently stays blue I really appreciate it and also tell people talk to people and help people buy my channels people know who I am so we were living under a rock literally living on the rock and telling me who the hell was kept tech and tell them about me you know the other one they live under a rock let me know where you live well Rock can live on or so I'll go on that rock as well and you know I literally lay on the rock as well and you know like yeah I'm right here I'm literally by the rock as well I could see Who I am so anyway let's get right into this as always i'm gonna share mystery with you and i'm gonna show you the tickets and i'm gonna go over all the tickets so let me share my screen with you real quick give me a second alright so just for today it's gonna be always change by the way so this might be a little complicated be complicated we'll see what happens so let's go over the first ticket and i'm gonna show you how to do these tickets and i'm gonna explain to you why i'm doing it this way and i'm gonna make it as easy as possible so hopefully this helps you go first ticket o reply the morning RT I'm on vacation I need someone to set up my how to offer supply can you can you please set this up for me it would say something like this I'm currently out of office please contact HR for assistance set it up for today until Monday I should be back at the office on Tuesday regards Stacey so how do you how do you so you'll get requests like this name and joking about this like so obviously if you have admin rights or exchange it right you should be able to do this for someone else you should be able to help them out instead up they're out of office reply how would you do this for someone else I'm sure how to do this right now literally obviously if she's asking for literally all you gotta do is open a web mail and open up window and instead I don't force apply if you have full admin rights and if you have exchange right so you could do all that obviously she could also do it in her way by actually opening up her phone and saying about her supply out of offers to find her phone but she probably doesn't have access to her phone or she probably is not tech savvy or she probably doesn't know how to do this so you have the option of setting up the auto office reply for her or the other option when you tell her to do it on her phone but we're gonna do it for her and I'm gonna show you how to do it right now so if you if you have your server 2016 and I have exchange set up on this and every day so watch my other videos like I have this set up right and then hey I made a video on how to set this up this is for Stacy we know it's for Stacy so literally we need to go in into web now so I'm in web Mon right now and I'm gonna I'm gonna open it up like brand new as if you know I haven't even touched it so we're gonna webmail again I'm gonna log in with my account and you have to do it you have to do it in webmail it's the way this is the only way it will work for you so you go into webmail obviously if you have admin rights to do you you'll be able to otherwise if you don't have admin rights you you have to give this to someone else like that a server I'm in a level two so for someone that basically is basically that has more access than you you know obviously if you can't do it then you have to give it to the person that's able to do it for you so your own webmail right now I'm an administrator so literally what I do is you go into your top right hand side either open another mailbox and you type Stacie and he hit her name and hit open and it's gonna give you a dis error message because the reason why it's giving you thermoses you and I have permission to open the mailbox so sometimes sometimes you will have this you'll have this problem because you'll have em enriched on her account so it's not gonna work so literally what you have to do is you have to go back into the admin exchange console and you go in here and you have yourself as an admin so you double click on her name you go into mailbox delegation you go into full access see these two groups are at it but not you so you go into a minister you add yourself temporarily the administrator you hit okay you hit save now you should be able to open up her mailbox and you should be able to set up that Auto for sure play so if you go back to here and you do open another mailbox and you type Stacy and you hit OK and open it should work now and how do you confirm that you're actually her you literally see the left hand side it says Stacy if you order right hand side her name is right there and that's it and obviously it takes time so like if you add yourself as an admin on the mailbox it might work right away it might take 10 minutes it may take 5 minutes if they give it time to replicate in the system this it did right oh it worked right away from me but in some cases they might take a few minutes for it to actually update or replicating in the system before you can actually open somebody else's mailbox so she says Sam and I don't offer supply for her participant of office reply for please contact HR for assistance and she said that set up for today until Monday so today Sunday out till Monday she's off Sunday till Monday so I'm gonna do that right now for her so let's go back to this you want to add her has you want to add an office reply first how do you do that so you hit the little gear in the top right hand side you hit automatic replies and you want to set it up so you you set up and how to offer supply right here as you can see I already kind of did it so literally you do send out of office reply and reply at this time Sunday and Monday so I'm gonna put we're gonna put this to 12 I'm gonna put this too let's put it so till 10 p.m. I guess or 11 p.m. now you just you just copy and paste whatever she gave you she put there there you put that there and then you want that automatic replies to to be sent to all external users as well because you want everyone dies out of the offices not in the system to know that she's out of office you know she's not in the office so make sure that you use this one not this one this one and then you hit OK so now her out of office reply has been set up and she should be all good so literally what you do is you sign out of her account kick yourself out of this and obviously since you did that as well you want to kit get yourself out of it as an admin as well just go back into her mailbox so you double click on her go into mailbox delegation scroll all the way down remove yourself he's safe and then you could just reply and close the ticket and say oh oh oh has been set up has been set up she knows what that is out of office has been set up until Tuesday it's an Nichols all right next ticket forward emails Erin is no longer with the company I want oh his email so far over to my account he flees for his emails to my account so we remember we've created in the chemical Erin Wells so guess what he's no longer with the company so now we want his emails to forward to Jimmy this Jimmy right here how do you do that and why would you do that so sometimes people leave the company and you're the one access through the whole mailbox you just want access to the emails that keep coming in does that make sense so he probably doesn't want access to the whole mailbox he just wants the emails are coming in since he he left the company he just wants emails are coming in right now currently if that makes sense so literally what you do is you go into Erin Wells and I'm sure how to do it and you scroll all the way down to mailbox features and this is something that you may see in your job either way no the auto offers reply one that I just talked about that well you will see a lot of that by the way and this you will see as well so basically you scroll all the way down and you hit Mel flow and I already did it already as you can see I did it array so literally what you do is you just for the sake of this video this is how it was set up before you literally go into view details enable mailbox forwarding you hit Jimmy and you hit okay and hit safe and yet safe so now all the emails that Aaron Wells has it's gonna fall over to Jimmy and that's how you would do this ticket if that makes sense so you might get in a request to do this you may not you might get a request I don't know but maybe you might see this in your job so I wanted to go over this so now I could just reply back to this and I could say emails have are set to forward over to Jimmy and that's how you would do the second units and I'll share proof for this Jimmy's IT so you weren't getting approval for it but if it's like HR or someone else you need to get approval for this because HR would be like why you why are you forwarding emails to this person's mailbox with the houses person you need approval for though she can't just do it you know because you know it becomes a compliance issue becomes a HR issue you know go end up with that but I'm not gonna go end up with this video but basically you need approval for that if you're doing that that makes sense all right contact creation same thing this one you need to prove for it obviously Kevin isn't under our system can you create a mail contact and add him to a distribution IT support group so sometimes obviously for common-sense things obviously like he's Jimmy's IT so he actually you'll need approval for because Jimmy's IT so he's able you know he's able to request it but if somebody else you got approved for this and you're adding them to a distribution group as well so you definitely need to prove for this so this person is not in the system at all so how do you create a mail contact and how do you add that mail content to the distribution group and why would you do that and the reason you would do that is because the person is not in the system and you want them to receive emails in the IT support group how will you do that you create a mail contact and I'm gonna show you how to do that using my email address so literally you go into contacts literally you go into the little arrow top you hit mail contact and you start filling out their names you put Kevin pulmonary oh my last name and I will put cap tech as the alias you can put an alias and you have to put any aliases and you put California or 63 at gmail.com is my email address and you want to put them in the domain controller like an active directory where what folder do you want to put them in I'll put them in the users and hit save so what's the point of this this is for people this is for a Kevin apolinario me to get emails from my gmail account so now that I created a mail contact I should be able to add into a distribution group so literally you go into groups and if you click on IT support you should be able to add them to this group so if if you hit there's members right here membership member pool membership you hit the plus sign you should be able to add Kevin to it it's okay hit save so now Kevin is not in the company but he will still get emails because he's part of the distribution group so he's if he's part of a distribution group that gets emails sent to that distribution group he should be able to get now since he has a contact account created on the exchange so you would see this in an environment where we're basically have Merrill Lynch Bank of America these external contact accounts yet they have a bad email address and they may want to be added to a distribution who you might get a request like that like please add such-and-such to distribution group they're not part of our system but can you create a mail contact for them and add them to a distribution group so you might get a request like this is the reason why I'm going over this it's really good to know it's something that you may see in your jaw you may not be able to see you might not do this in your jaw you may do it at your job you may not have access to this maybe a server I mean we do this maybe a level two list I don't know but it's good to go over this and that's it so now anyone to anyone that emails IT I kept tech that local that email will go to chem Apolinario 63 at gmail.com which is my email address so because he's part of that now so he should be able to get emails and obviously if you go in the distribution group you want to make sure that the the delivery management is set to send senders inside outside my organization you're gonna change that you get approval for this as well you change that so now anyone that emails that's not part of not part of kept anyone emails as gmail count MSN msn.com whatever they everyone is able to send emails through this distribution group even outside even outside organizations are able to email that group so now it's fully set up properly so we're gonna close this take it out close take it out high system whatever mail contact now contact has been created and you you may see this in your job you minus-- injury I get approved for this obviously and that's it that's pretty much it next one room mailbox every time we set up meeting someone already is used in a room can we do anything to fix this problem so I call Stacy I email Harvey message back and forth and I'm like Stacy we could create a room mailbox she's like what is that so basically any time anyone emails the room mailbox they have to reserve the room every time so you know create she's had an issue where the 21st floor every time they have a meeting is a meeting at 9:00 a.m. there's there's two companies two admins trying to get into the same room at 9:00 a.m. because they want to use the same room and the problem with that is is that you can't have them you can't have meetings on your lap each other and you could try to use a different room so my resolution for this or my fix for this is having a room mailbox and I'm gonna show you what that is and I'm gonna explain what it is and I'm gonna explain why we believe this so literally you go into your exchange admin console you go into share is it cheer sorry you go into resources right sorry about that and you go into room and you hit room mailbox so we're gonna make this 21st 21st floor and I'm gonna explain to you why why we're doing this and I'm gonna explain to you what's the point of that if that makes sense so and then this is gonna be New York because I'm from New York then we're gonna put it in the in them obviously we'll put it in the right mailbox as to be in the New York mailboxes from New York and then we're gonna go in here see what else do you gotta do I mean it's safe so now we have this room what's the point of this room why are we creating a room so any so this is what I do like if I'm if I'm a big company whether I'm a big or small company I create these room these room accounts or room mailboxes so then say for example Stacey is having a meeting at 9:00 a.m. and then someone else is having the meeting in 9:00 a.m. the after email the room mailbox first before anyone else so this is like it this allows you to reserve the room so you could reserve the room using a room mailbox so that way there's no there's no collision or people are not colliding with each other when they're having them they trying to have a meeting in the same room so they see the 21st room is reserved it can now reserve the room on the 20th floor or the 12th floor or the 11th floor so in order to prevent people from fighting each other or arguing with each other that makes you create a rule mailbox so then you know the room is reserved for someone at 90 M so that means you're gonna have to wait till 10:00 a.m. 11 a.m. at Foley and like 12 a.m. to opium whatever they'll let the person know that the rooms reserved for someone already so they can reserve that room so they have to go to a different room so this is what I would do and literally what I would do and we have I have this setup in my job right now and I had to sell my other jobs as well literally what I do is I add the add Stacey to this so you guys Stacey to it so it says accepted to Clara automatically I don't like that I want to do like that like it so I would add all the admins in here all the items that work as admins for all these important people while there's a senior managing director IT director a coordinator Matt whatever whatever whatever is vice prez rice president whoever it is VP I had Stacey to it and I'm gonna add I'm gonna add a lower end as well and Stacey as well I'm a hit okay so I'm gonna hit okay so now saying you have like allow like room how many how much time you have to book the room and everything so now if I had save now Stacey and Lauren so Stacey and Lauren every time the 21st floor gets reserved Stacey and Lauren have to approve it you know the admins after approval people can I just start resort people can I just go to the room and you know do a presentation and it cannot just go in the room on the fly and do something on the fly that makes sense they have to reserve the room first before they have a meeting so you tell the user or the client please reserve the room first before we have a meeting and also please reserve the room as well because this will let me know if you guys are having a meeting in that room so this also helps on i.t in some shape form because if you've reserved the room I T could see the room as well so that means that when the room is reserved I T would know whether there's a presentation where there's a video conference at 9:00 a.m. whether there's a meeting at 10:00 a.m. whether there's a PowerPoint presentation needs to be set up at 1:00 at 1:00 p.m. you don't know so this is to keep everyone organized the admin the IT company everyone organized everyone in sync with each other and basically you're able to see what's going on in that room at that time so you reserved the room you like meeting at 1:00 p.m. whatever you email to a new email cap tech cut tight 21st floor I can't like that local reserved the room and put notes in and you say oh there's a meeting at 1:00 p.m. blah blah blah and then you reserve the room so and obviously since it's a it's a room where mailbox you literally could go into mailbox delegation and you see Laura and Stacy has sent on behalf access so they go into outlook they are able to open up 21st floor and they're able to send an email on behalf of this mailbox to let the person know that the rooms has been reserved or the room is being used right now that makes sense so this is why I would do this this is something that I'm gonna go over right now I had I went over just now it's because it's super important you may see this in your job you may not see in your job some companies use a third party program or application to reserve the room me I don't do that me I create room mailboxes it depends on the company depends on the environment obviously you got approval for this if you if your company doesn't use this you can use only just implement this on the fly come company already have this set up so they don't have like multiple rooms set up and then they might someone might some and I might ask you to add someone to a room that give them access to the 21st room so they could allow and accept invites from that room you know that they might get a request like that as well by the way so say for example you have a new admin starting on Monday tomorrow and that admin doesn't have access to 21st room to basically accept invites you know can you add Stacey to that room and give her delegation rights to their room so she could accept anybody I go in and out of that room yes I could do that so then you will go into the room obviously like I just went over are you go into the room and you just you just add them here head okay hit safe you know and then that's pretty much it this is pretty much it and you obviously--you you go you explain you talk to Stacy you explain what you created you explain how it works and you talk to her room mailbox has been created then you talk to her you tell her why you created the room he'd show her how it works and stuff like that and this will keep everyone organized by the way this is super helpful for everyone anyway with that being said I hope you guys have a great day as always rate comment subscribe give me a thumbs up I really appreciate it and these are real life tickets hope this video helps y'all in some shape or form let me know if these videos are helping you I hope it does help you our hope is I'm not wasting my time with this hopefully it does help somebody obviously that people know about my channel me I'm here to help so anyway I hope you guys have a great Sunday I hope you guys have a great week and have a wonderful day all right take care peace later

Channel: Kevtech IT Support

Views: 2,835

Keywords: IT, information, technology, kevtechnerd, kevtech, hedge, funds, engineer, desktop, support, service desk, helpdesk, ticket system, real life tickets, exchange, IT support, technical support, mcsa, exchange 365, ooo, out of office reply, share mailbox, mail contact, forward emails, level 1 support, common it issues, mailbox access, ticketing system, server 2016, microsoft azure, exchange access, webmail

Id: iJsFNS7pBg4

Length: 20min 19sec (1219 seconds)

Published: Sun Jun 07 2020