Defining Troubleshooting
Troubleshooting at its essence is the process of responding to a problem report (sometimes in the form of a trouble ticket), diagnosing the underlying cause of the problem, and resolving the problem. Although you normally think of the troubleshooting process as beginning when a user reports an issue, you need to understand that through effective network monitoring you may detect a situation that could become a troubleshooting issue and resolve that situation before it impacts users.
After an issue is reported, the first step toward resolution is clearly defining the issue. When you have a clearly defined troubleshooting target, you can begin gathering further information related to it. From this information, you should ...
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