{"id":431,"date":"2024-05-12T23:39:41","date_gmt":"2024-05-12T15:39:41","guid":{"rendered":"https:\/\/cliffordjuan.com\/?p=431"},"modified":"2024-05-12T23:39:41","modified_gmt":"2024-05-12T15:39:41","slug":"troubleshooting-methodology","status":"publish","type":"post","link":"https:\/\/cliffordjuan.com\/index.php\/2024\/05\/12\/troubleshooting-methodology\/","title":{"rendered":"Troubleshooting Methodology"},"content":{"rendered":"\n<p>This post is a summary (list type) from an online class I took in 2022. I&#8217;m writing it as a note\/cheatsheet for myself and to those who may find it useful.<\/p>\n\n\n\n<ol><li><strong>IDENTIFY the problem and determine the scope.<\/strong><ul><li>Question all stakeholders concerned.<\/li><li>Identify the scale of the problem.<\/li><li>Collect additional logs \/ reports.<\/li><li>If possible, try to replicate the problem.<\/li><li>Perform backups.<\/li><li>Escalate if necessary. Asking for help is not a weakness.<\/li><\/ul><\/li><li><strong>ESTABLISH A THEORY of probable cause.<\/strong><ul><li>Question the obvious.<\/li><li>Does the problem stem from a <span style=\"text-decoration: underline;\">central point<\/span> or <span style=\"text-decoration: underline;\">isolated<\/span>?<\/li><li>Escalate if needed.<\/li><\/ul><\/li><li><strong>TEST THE THEORY to determine the cause.<\/strong><ul><li>Establish a new theory if not confirmed.<\/li><li>Undo previous steps.<\/li><li>Escalate if needed.<\/li><\/ul><\/li><li><strong>ESTABLISH A PLAN of action to resolve the problem.<\/strong><ul><li>Notify users\/ stakeholders that will be impacted.<\/li><\/ul><\/li><li><strong>IMPLEMENT THE SOLUTION or escalate.<\/strong><ul><li>Make one change at a time, test and confirm.<\/li><li>Reverse the change if not resolved.<\/li><\/ul><\/li><li><strong>VERIFY FULL SYSTEM functionality.<\/strong><ul><li>Implement preventive measures.<\/li><\/ul><\/li><li><strong>PERFORM ROOT CAUSE ANALYSIS.<\/strong><ul><li>Did you threat the symptom and not the root cause?<\/li><\/ul><\/li><li><strong>DOCUMENT your findings, actions and outcomes.<\/strong><ul><li>Create a wiki, KBA or FAQ for the admin team.<\/li><li>Use the Notes\/Remarks inputs.<\/li><li>Share the knowledge!<\/li><\/ul><\/li><\/ol>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>This post is a summary (list type) from an online class I took in 2022. I&#8217;m writing it as a note\/cheatsheet for myself and to those who may find it useful. IDENTIFY the problem and determine the scope. Question all stakeholders concerned. Identify the scale of the problem. Collect additional logs \/ reports. If possible, &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/cliffordjuan.com\/index.php\/2024\/05\/12\/troubleshooting-methodology\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Troubleshooting Methodology&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[27],"tags":[],"_links":{"self":[{"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/posts\/431"}],"collection":[{"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/comments?post=431"}],"version-history":[{"count":4,"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/posts\/431\/revisions"}],"predecessor-version":[{"id":435,"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/posts\/431\/revisions\/435"}],"wp:attachment":[{"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/media?parent=431"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/categories?post=431"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cliffordjuan.com\/index.php\/wp-json\/wp\/v2\/tags?post=431"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}