On 05/06/14 10:40, Jen Linkova wrote:
On Thu, May 22, 2014 at 11:35 AM, Jan Zorz @ go6.si <jan@go6.si> wrote:
4) Code 112 (v4 + broken Ipv6)
- can we show the process as a flowchart? if-then-else?
that's a bit hard one... do we have anybody specialized in flowcharts here?
As soon as we describe the procedure in plain text more clearly, it would be relatively easy to add a flowchart (I could do it).
So we need to address all the comments first and make the text more clear before moving forward with the flowchart?
IMHO if we could not draw a flowchart based on the text, it means that troubleshooting steps are not defined clear enough :) So let's concentrate on the defining the procedure and then I'll add a flow chart.
thnx!
I think this are all good suggestions. We'll go through them during our authosr edit cycle meeting, probably during the IETF meeting in Toronto.
I'd be happy to join.
ok, count yourself in ;)
IMHO a section should be added which explains what kind of information should be collected for an escalation. I'd suggest: - Ipv4 and Ipv6 traceroute; - ifconfig output - routing table output - maybe packet capture for the session which is having issues.
I think this is asking a bit too much to a first level helpdesk employee... I don't know...
Packet capture might be tricky as the user machine might not have any sniffer installed. However I believe we could expect even first level support engineer to be able to run the well-defined set of commands (such as traceroute, netstat and ifconfig) - they don't need to understand the output, just provide it while escalating.
What do others think here? What is your experience with helpdesks and their ability to perform this stuff? Cheers, Jan