07/17/2023 - mon ... 08:00am - start 10:00am - break 1 12:00pm - lunch 02:15pm - break 2 03:55pm - end training notes ... [troubleshooting] the key to effective troubleshooting is . process of elimination . narrow down possible issues . ask lots of questions to guide you to the solution . you control the call [call skills] . refresh every 5 min . put on hold for music . repeat data back to user to confirm [ur call opening] . thank you for calling united rentals support center, my name is [JIA], is this a new or existing ticket? [ur call closing] . your ticket number today is [123456] you will also get a copy of this in your email. . is there anything else i can help you with [JOHN]? . thank you for calling united rentals support center. [heat ticketing system] http://heat.ur.com/HEAT/Default.aspx . incident = ticket . knowledge - kbase . employee - find user and incidents . problem - problem board (check every morning) . service request - seperate system new incident ... . customer: user with problem . reported by: manager or another user calling to assist user with issue . summary: brief description of issue . description: more detailed verson of issue . ALWAYS LINK TO Kbase [knowledge] . link to current problem from problem board [problem] . resolution - resolution notes . agent notes - detailed notes of each step taken in resolving ticket . related incidents - any incident linked to this one link to asset ... . search for serial number of service tag number 7 or 8 digit alpha numeric number . asset id number - can use but much longer number atachments ... . attach screenshots Here action menu ... . everybody/initiate call back request - schedule call back to resolve ticket . unknown caller everybody - capture phone number and queue it came from to record misc calls . FAST - samsung/replacements - lost, damaged, or stolen FAST phone replacement order . support center/level 1 template - basic template use 80% of time . support center ISE lockout . support center/non-ISE lockout [ISE] . splunk - https://sso.ur.com/my.policy - dashboard (kb 13785) - screenshot ... mdcise02 or sdcise02 . ISE - https://sdcise01.ur.com/admin/login.jsp - screenshot . macvendor - https://macvendors.com/ - screenshot for each unique mac address . help user forget ur-employee wifi on both work and personal phones [non-ISE] . splunk - screenshot [RM] rentalman is a mainframe app we support for UR copy RM icon (KB 11499) ... copy and replace icon on desktop from >>> c:\Program Files\IBM\i Access Client Solutions\Rentalman.hod start and stop RM printer (KB 10349) ... from RM main menu >>> ww UR???P* 4 - end F4 *immed 1 - start check if RM id is disabled (KB 11075) ... from RM main menu >>> 8 1 RM user id if disabled enable and add ticket number get pc name to link asset using RM (KB 14618) ... 20 10 F7 x 3 - all locations user name from add get serial # / svc tag get pc name you can search by branch and model # for shared laptops for example diesel laptops <<< HOT TIP >>> F2 - search for serial number (lenovo/ibm) or service tag number (dell) get printer serial number to link asset using rm.ur.com/printers.html ... ctrl+F - find printer name click on name - get ip address add "/cgi-bin/history to ip address (KB 14007) get serial number to link asset\ RM escalations (KB 10944) ... in ticket description >>> RM user id Branch steps to issue from RM main menu any details for example rental contract, reservation or invoice #, sales contract #, work order #, equipment # and cat/class, RM printer name, account #, invoice#, PO #, Item #, transaction #, account #, and etc RM print screen issue (KB 10156) ... can print from windows and RM but not print screen from RM >>> from RM windows menu select print screen settings select RM printer again RM printer - attach writer (KB 10726) ... wrkoutq ur???p* find printer enter printer with "2" enter x 3 printer - wrong paper tray ... rm.ur.com find printer settings / paper make sure tray 1 has letter paper save RM KB ... 10664 - Cannot print from Rentalman, but Local Documents Print 10343 - Clear Printer Queue/Printer in Rentalman 10944 - Escalation Procedures for the Support Center - Rentalman 11075 - How to enable a disabled RentalMan profile 10349 - How to start a printer writer in Rentalman 11499 - IBM iACS – Create Rentalman Icon 14007 - Logging RentalMan Printer calls 10156 - Print Screen from Rentalman 14618 - lookup assets in RM 10350 - reset RM pw (odbc refresh) 13862 - RentalMan Printer is STR but will not print 11292 - ​Barcode Printer - will not print from RentalMan query odbc refresh files ... 12157 - Query ODBC Settings for Refresh Files zebra barcode printer ... 11051 - Barcode Printer - Set Static IP Address on a Zebra GK420d Barcode Printer 10482 - Barcode Printer - Adjust Zebra barcode printer sticker width/height 11049 - Barcode Printer - Print a Network Configuration Label on a Zebra GK420d Barcode Printer 11050 - Barcode Printer - Reset a Zebra GK420d Barcode Printer to Factory Defaults 10726 - Barcode Printer - Starting a Barcode Printer Writer new printer zd421 now has 2 buttons instead of 1 [RM escalation] add following in additiion to basic level 1 template in description . RM ID: . Location: . steps from main RM menu to get to issue for example 1/23/14 quote # 12345678 [FAST escalation] . FAST android galaxy phones ... field svc/ATA ... geotab ... inspectequip app ... near me ... soti mobicontrol - reenroll phone ... stager ... transport ace ... UES - used equipment ... will call ... yard return [FAST VCR] . visual control room for pc usually wyse . multi-monitor must run each at 100% and no more . citrix workspace [wyse] . dumb network terminals . base session - RM and chrome (my.ur.com, web mail) . ctx/vda - pc emulator - RM, chrome, and ms office apps . can only add devices with win 10 drivers cannot install custom apps like webex or labeltac stand alone usb printers [labeltac usb printers] . local printer only cannot network . remote in and install driver first and then app from software center [printerlogic] . printer add app for win 10 print not RM . install chrome extension and enable it . from print.ur.com find printer and add it . if issue delete printer from win 10 settings . uninstall printer add app . reinstall by running configuration manager actions to push software to software center again [odbc refresh files] . dynamic spreadsheets created by power users to access mainframe RM data . no standard - we only support configuration - user must go to author of file if issue persists after successful connection test . query.ur.com enable user . some files don't require pw some require legacy RM pw only for odbc . reset RM pw using RM user id as default old pw [remoting into pc and wyse] . pc use remote control app . wyse use wyse remote app - password "Wyse" [basic troubleshooting for all calls not able to access UR network or apps] . lockout tool - check to see if account is locked or pw expired 49,000 days approx large number . remote into pc and sync account - ctrl+alt+del on the network either hard wired, on ur-employee wifi, or remote using phone hotspot or home, hotel hotspot with vpn - cisco anyconnect mobility Client . ur pw must be changed every 90 days and if an account is not synced you could have issue opening RM or outlook. [cannot open RM - all other apps are working] 01. verify account is not locked or expired (lockout tool) 02. remote into pc and sync account (ctrl+alt+del/lock/and unlock pc or wyse) 03. copy and paste RM icon to desktop again (kb 11499) 04. verify RM account is enabled (kb 11875) 05. rename javasharedresources files by adding "_backup" to end of file name [email escalations] . asset management - itassettracking@ur.com . catalyst [11037] - UnitedRentalsAP@cognizant.com . concur [14396] - Concur@ur.com . data2action [13068] - actions@ur.com / Data2ActionSupport@ur.com . e-learning [10530] - elearning@ur.com . equipment diagnostics - maintenancetechnical@ur.com . finesse [12594] - HCS support team - HCS@ur.com . finese - call center (ccc/cct) [12594] - Stephanie Ranson - ssaldana1@ur.com . finesse - credit [12594] - Drew Weste - dweste@ur.com . finesse - IT [12594] - Elizabeth Heitbrink - eheitbri@ur.com . fuel card program [11339] - FuelCard@ur.com . it provisioning [10850] - itprovisioning@ur.com . it security [10247] - ITSecurity@ur.com . my.ur.com [12778] - myur@ur.com . salesforce [10284] - mysalesforce@ur.com . smartequip [11123] - ePro@ur.com . total control [11118] - totalconntrolsupport@ur.com . urmax [11466] - URMaxSupport@ur.com . webex [14147] - webex@ur.com . workday [14514] - 1hr@ur.com . workplace [12339] - workplace@ur.com [outlook] . rebuild profile (control panel/mail) . hasattachments:yes - search for emails with attachments to cleanup freeup space . webmail.ur.com/owa webmail with chrome . outlook update - https://support.microsoft.com/en-us/topic/october-5-2021-update-for-outlook-2016-kb5001998-5681484e-af5a-44f8-a441-37cd2f3c03b7 . 10 mb file attachment zize limit for each email