---
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](https://status.office.com) 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