Level $3$ Ticket $1$:

Assignee: Open

Raised by: Michelle Silva, Brand Strategist

Category: Network Infrastructure

Priority: Med

Message:

I can't reach the site www$.$pinterest.com on my machine. My colleague in the next office said he also cannot access the internet using Firefox. I know some network guys installed a new wireless router in the office last night as I spoke to them when I was leaving. Could that have something to do with it$?$

Follow$-$Up from Help Desk Associate Jen:

I looked up the new wireless router networking settings I am displaying below. Do you know what is wrong?

For the ticket:

Identify the problem. $$

Establish a theory of probable cause. $$

Evaluate the theory to determine the actual cause. $$

Establish a plan of action to resolve the problem and implement the solution.

Answer Criteria:

$1\mathrm{.}1\mathrm{.}1$: Articulate the main idea and purpose of a communication.

$1\mathrm{.}1\mathrm{.}3$: Present ideas in a clear, logical order appropriate to the task.

$1\mathrm{.}3\mathrm{.}3$: Integrate appropriate credible sources to illustrate and validate ideas.

$2\mathrm{.}1\mathrm{.}1$: Identify the issue or problem under consideration.

$2\mathrm{.}3\mathrm{.}1$: State conclusions or solutions clearly and precisely.$$