Title of Recon Page

Insert brief description of service, application, and/or problem covered by this Recon instruction.

Step One: Gather Information

(these are examples, replace with real content required):

• MIT user name
• Is the end user faculty, student, or staff?
• Wired, secured wireless, open wireless?
• Browser, platform?
• Are there any specific error messages called out by the application?

Step Two: Move the ticket to (insert ticket queue)

• (insert other instructions for contacting specialty support team: jabber, chat rooms, email list?)
• (where is schedule posted for support team?)
• Move the ticket to (insert queue) with status New.

Further Troubleshooting (Optional)

Call Center consultants are welcome to assist with the steps in the links listed below. In all cases, though, still move the ticket as described in Step Two, above. NOTE: Do not leave the ticket in HelpDesk::CallCenter while you wait for a response.

• (links to common touchstone, certificate or other authentication issue?)
• (short links to related Hermes articles)
• (escalations landing page for the group of services this document belongs to)
• (remember to tag the article)