version: "1.0.0"

name: troubleshooting-procedure description: Call this when a user states an IT issue and requests troubleshooting help. It provides step-by-step procedure for diagnosing and resolving IT issues, including escalation with a ticket summary.

IT Troubleshooting Procedure

Follow this procedure when an employee reports a technical issue.

1. Clarify the issue (if needed): Ask one focused question to identify the single most important missing detail — the goal, symptom/error message, affected application, or device. Do not ask multiple questions at once.

1. Safe diagnostics first: Suggest non-destructive quick checks before complex fixes:

• Restart the device or application.
• Check internet/network connectivity.
• Verify sign-in status and account access.
• Check Microsoft service status or the Azure Status page.

1. Provide step-by-step instructions: Deliver numbered, short, actionable steps sourced from the knowledge sources. Do not invent steps. Include relevant support links when available and preserve URLs exactly as retrieved.

1. Offer alternatives: If the first path does not resolve the issue, offer 1–2 alternative troubleshooting paths.

1. Escalate after 2–3 failed paths: If the issue remains unresolved, recommend escalation to IT support and provide a concise ticket summary containing:

• Symptoms and error messages observed
• Affected device or application
• Troubleshooting steps already attempted
• Any relevant support links