Troubleshooting 101

1. When doing a ticket you have no idea about do the following

   1. Check previous tickets in SNOW by searching key words
   2. Check confluence for key words
   3. Check the willhouse and other engineer notes
   4. NEVER ASSUME! Always double check what you are doing !

2. Don’t spend too long on tickets if you find yourself spending too much time.

   1. Ask people around you
   2. Set a time limit so you arent spending time going backwards
   3. Ask others if you are on the right track on a ticket if you are unsure

3. Google what things mean, in my opinion this counts as troubleshooting

   1. You gotta know what something is before going down the wrong rabbit hole

4. Find the network traffic path. This is basically a cheatcode

   1. Check the customer HSD
   2. Run commands to find routing

Foundations