Following a process to resolve technical issues can help minimize the impact of the technical issue and potentially identify a solution quickly, without wasting additional resources. Consider the following when analyzing a technical problem:
If you are not certified on the product and release, ask a technician in your organization, with current certifications, to investigate the problem.
Check the maintenance and software logs using the Check System section in the Technicians Handbook for instructions.
Review the troubleshooting charts in the product's troubleshooting guide for a solution to the problem.
Search the Knowledge Base to determine if a software update is available that remedies the problem.
Visit Mitel Online and check other related documents and online help files for a potential solution.
Verify there are no TBs or RNs describing a solution.
Check the product's Engineering guidelines for any potential networking problems.
Before you call Mitel technical support, ensure that the problem isn’t being caused by another manufacturers equipment.
Collected all the problem details before making a call to Mitel Support.
If you have new information regarding the logged problem access the Online Services Desk and update your ticket.
