pro-tips

001
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kb 10179 >>>
ISSUE: manager of distribution list cannot add and remove members from a distribution list - was able to do so before in AD cannot do it now - user is a migrated exchange online user 
SOLUTION: email kbase to user advise user he needs to modify list from HEAT link now not AD due to exchange online migration
NOTES;

002
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kb 15120 >>>
ISSUE: user chaned pw and now cannot get new emails on ipad and iphone - does not know how to log in with new pw
SOLUTION: heip user go to settings/mail/account/exchange online profile/login with new pw/sync icloud with new pw if prompted
NOTES:

003
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kb 11036 >>>
ISSUE: equipment diagnostics user calls in because user needs admin rights to pc to install app or update
SOLUTION: remote into pc - control panel/user accounts/manage user accounts/log in using your ur credentials/add user using user id and "urnt" domain/give user admin rights and save - log user out and log back in for admin rights to pc
NOTES:

004
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kb 11499 >>>
ISSUE: bad RM icon 
SOLUTION: copy icon from kbase path and replace on desktop 
NOTES: easy solution however to get 100% on your call reviews make sure you code the category and subcategory correctly >>> you may think it's "Password/Can't connect/Can't access - Rentalman" but it's really >>>  "Software/Application - IBM iSeries" >>> make sure you check how it's coded in the kbase and follow that categor/subcategory coding for 100% 

005
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kbase 14196 >>>
ISSUE: user cannot stretch ctx/vda session on wyse to 2nd monitor works fine in base session
SOLUTION: set ctx/vda session in windowed mode first and then move window in the middle of both screen so 1/2 is on one screen and the other half is on other screen
then maximize windowed ctx/vda session on wyse
NOTES:

006
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kbase 11963 >>>
ISSUE: user cannot install bootloader and firmware file to thumb drive per genie vendor instructions
SOLUTION: helped user download 7zip from software center to unzip file >>> helped user move .gff files from C: drive to D: thumb drive
NOTES: i finally learned how to code an equipement diagnostic ticket correctly for 100 >>> before this ticket i didn't do the summary and description correctly for an equipment diagnostic ticket >>> user didn't know how to unzip files and move files from hard drive to thumb drive >>> pc level 2 closed related ticket # 2154626 advising user to go to genie for support but i resolved it (27 min) will be faster next time i get one