Document Your Trials and Tribulations

For a large network, consider investing in problem-management software that tracks each problem through the entire process of troubleshooting, from initial report to final resolution. For small-and medium-size networks, compiling preprinted forms in a three-ring binder is probably sufficient. Or, record your log in a Word document or Excel spreadsheet.

Regardless of how you track your network problems, the tracking log should include this information:

• The real name and the network username of the person reporting the problem.

• The date the problem was first reported.

• An indication of the severity of the problem. Is it merely an inconvenience, or is a user unable to complete her work because of the problem? Does a workaround exist?

• The name of the person assigned to resolve the problem.

• A description of the problem.

• A list of the software involved, including version numbers.

• A description of the steps taken to solve the problem.

• A description of any intermediate steps that were taken to try to solve the problem, along with an indication of whether those steps were "undone" when they didn't help solve the problem.

• The date the problem was finally resolved.