Step 1. Identify the Problem - Break large problems into smaller ones. Consider scope; or who is affected. Gather details about the issue; ask users, view logs. Determine whether anything has changed. Duplicate the problem., Step 2. Research - Refer to past help desk tickets. Search through private or public knowledge bases. Ask friends or colleagues. Internet search, Step 3. Establish a theory of probable cause. - Eliminate the simple and obvious possible causes. Consider factors that can indirectly cause problems., Step 4. Test the Theory - Change and test only one potential solution at a time. Determine the root cause of the issue. Escalate the issue to a professional if necessary., Step 5. Establish a Plan of Action - Prepare a specific method to implement the solution. Test the plan in an isolated sandboxed environment. Notify other users if the solution could possibly affect them. Escalate the issue to a professional if necessary , Step 6. Impliment or Escalate - Back up configurations and data first. Monitor implementation progress, Step 7. Verify functionality - Ensure the solution has solved the original problem. Ensure new problems have not been introduced.  Consult a subject matter expert if needed. Configure preventative measure if appropriate, Step 8. Document the solution - Document the problem and steps taken in the solution. Update old documentation with new knowledge,

Troubleshooting Methodology

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