Sample runbook: VPN troubleshooting

This sample runbook is ready-to-adapt starting points for common service request types. It is written the way Request Resolver reads best. To understand why they're structured this way, see Write knowledge Request Resolver can follow.

When to use this

This runbook is useful for troubleshooting issues with VPN connections. If the user reports problems connecting to their VPN, the steps in this runbook will help address the issue.

Steps to follow

Step 1

• Understand the user's request or problem from the work item's summary, description, and other details.

• If the user is looking for a new VPN connection, follow the New VPN connection runbook instead.

• If the user is reporting a problem connecting to their VPN, continue to the next steps.

Step 2

• Check whether the user has attached an image or provided details on the problem they're facing. If the error is along the lines of "Unable to connect to VPN. Choose the right server", go to Step 4.

• If the user has not provided any details, post a comment to the user asking the following:

Hi <user_name>,

Thanks for reaching out to us. To help you better, can you tell us what error you are seeing? You can also share any screenshot or images so we can understand the issue better.

Thanks

• Change the work item status to "Waiting for Customer" after posting the question.

Step 3

If the user reports an error different from "Unable to connect to VPN. Choose the right server", escalate to the Level 2 team:

• Change the Support Team field to "Level 2".

• Change the work item status to "Escalated" after changing the Support Team field.

Step 4

Since the error says the user has to choose the right server:

• Fetch the user's location from their user profile details. Don't ask the user for their location unless you have no information about it.

• Post a comment to the user along these lines:

Hi <user_name>,

I see that you are currently located in Hyderabad. Since you are located in Hyderabad, you need to choose the server closest to your location. From our list of VPN servers, connect to the vpn-apse-conn server.

Refer to the table below for the list of VPN servers:

Step 5

• Once the user confirms they can connect to the VPN, mark the work item as "Resolved".

• If the user is still unable to connect, escalate to the Level 2 team (change the Support Team field to "Level 2").