On Wed, Jul 8, 2009 at 11:24 PM, linux-yug <[email protected]> wrote:
> All > > > I am applying for a tech support job and have to answer this question.. > > Problem > If an end user were to call you saying they cannot send email through > their local hosted POP3/SMTP server, how would you go about > troubleshooting the issue > > > Reponse: > > 1.. Ask if the mail has ever worked.. > > 2.. If mail has worked ask when was the last time it worked correctly > > 3. Ask if any hardware/software has been installed since the mail last > worked. > > 4. When was the last time the computer was booted. > > 5. Have customer boot computer again and check email > > 6. Have customer check POP3 and SMTP settings. > > 7. Have customer reenter POP3 and SMTP settings. > > 8 Reboot computer and try email again. > > 9. If email is still not working ...Have customer open terminal window > and ping both POP and SMTP servers.. > > 10. I email is still not working..Have customer call local ISP and see > if there are problems there... > > > ######################### > > Is there a better/quicker way/method ????? > > Have I missed some obvious step?? > > > > TIA > > Linux-yug > > I don't see any mention of asking for an error message. Since most end-users don't know what an "error message" is, my favorite way to get them to tell it to me is to ask "what happens when you try to [whatever they are complaining about not being able to do]?" it works well for me. YMMV. -wes _______________________________________________ PLUG mailing list [email protected] http://lists.pdxlinux.org/mailman/listinfo/plug
