[Data Integrity]
3rd Level Ticket Categorization SERVICES INTERNAL HELPDESK [Data Integrity] Overview:
This category is used when clients have requested assistance recovering data from damaged storage media. The subcategories are comprised of the various types of media from which clients will request data recovery services. Typically, this will include floppy disks, zip disks, etc. that contain documentation that the client finds inaccessible for various reasons.
[Level 3]: 4th Level Categorizations:
4 Level Items
th
Short Description Client has requested assistance recovering data from damaged storage media.
[Data Recovery]
4th Level Ticket Categorization: SERVICES INTERNAL HELPDESK [Data Integrity] [Data Recovery]
Topic Assignee: Melissa Lindhorst
Overview: This category is used when clients have requested assistance recovering data from damaged storage media. The most commonly used storage media include floppy and zip disks. However, by utilizing the Z-Other category, we are able to process tickets for other types of media that are less common such as USB drives, CD's, etc. As the utilization of these alternative types of media increases, additional Level 5 categories may be created to accommodate client requests. [Level 5]: 5TH Level Categories
[Floppy Disk] [Zip Disk] [Z-Other]
SERVICES INTERNAL HELPDESK [Data Integrity] [Data Recovery]
[Floppy Disk]
Description: This category is utilized for those clients requesting assistance recovering data from a damaged floppy disk. Floppy disks are the most commonly used storage media that requires data recovery services. Since this particular media is so often utilized, and so often requires recovery, the following information is provided to each client within the Issue Resolution of the cSupport Incident Ticket. This information is emailed to the client upon ticket closure: Here are some helpful tips on utilizing floppy disks as storage media. Diskettes are incredibly temporary storage, and not meant for long term use. This type of media is fine if you plan to bring the document to campus to print, etc. Not so good for storing the only copy of your thesis, for example. It is recommended that you purchase a new supply each semester, as opposed to formatting and reformatting diskettes. Always carry diskettes in a protective case! Diskettes often experience errors and other types of data recovery issues due to, but not limited to, the following: A) Damaged surface area of the disk caused by dirt, dust, or other type of debris. Please carry your diskettes in a protective case, many varieties of which can be purchased from the Student Union, Wal-Mart, or anywhere that office supplies are sold. Debris is often the culprit if you toss your disk around in your bag or desk drawer. Removing the disk from the drive prior to the process of saving the data is complete. Simply wait for the LED light to go out. The computer will save the document and then write to the boot record to tell the disk where it has been saved. If the disk is removed before this process is complete, access to your data could be compromised. Working directly from the disk. It is highly recommended that you copy your desired file to the desktop, edit that copy, and then copy it back to your diskette. Working directly from the disk can cause loss of data. Virus infection. Please ensure that you have updated Windows OS patches and updated virus definitions associated with your antivirus program. These will help to ensure that your machine, and your data, is virus free. Sometimes, no reason at all. There have been instances where the disk can be damaged right out of the box.
B)
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If you do decide to use diskettes, please ensure that you have a back-up copy of the data on your home computer, or personal "Home Drive" here on campus. If you wish to obtain more information regarding your Home Drive, please contact the IT Helpdesk. You may also consider emailing the document to yourself, thereby creating a copy in your email account. For more permanent and reliable storage, please consider burning your data onto CD (either CD-R, if a single burn
session is expected or CD-RW, if multiple burn sessions are expected). The IT Computer Labs are equipped with CD-ROM burners on each of the machines. USB drives are also becoming more popular, and have developed a reputation for reliable portable storage.
Special Script Notation: Note: Inform client that a technician will contact them at their earliest opportunity (usually within 1 business day). Also, place the media on the Topic Assignee's desk with a copy of the ticket attached. [Floppy Disk]: Associated Script Questions:
2) Describe any error message here: (List) 3) What type of data is stored on the media? (List) 4) What is the exact filename (if known) that the client is trying to recover (including file extension, such as .doc, .xls, etc.) (List)
Detailed Script Questions for [Floppy Disk]:
Question/Statement:
Describe any error message here: (List)
To ensure that the exact error message the client receives is communicated properly to the responding technician. There are certain circumstances where the error message will determine the course of the diagnostic process.
Description/Expectation:
Why this question is important:
Examples of good answers:
Error message: Cannot Read from Specified Device
Example of a bad answer:
Can't access file (or any other answer that is not completely accurate)
Associated KB entries:
NONE
Question/Statement:
What type of data is stored on the media? (List)
Description/Expectation:
To obtain a general idea from the customer the type(s) of data he/she is asking to be restored.
Why this question is important:
Files such as Word or Excel documents are more common, however file types for applications that are less common (such as MS Works, Adobe, SPSS, etc.) are more difficult to recover if the software package must be located prior to recovery attempts. Knowing what types of files the client is unable to access will facilitate this diagnostic process.
Examples of good answers:
.doc, .xls, and .pdf.
Example of a bad answer:
Unknown (or any other answer that does not indicate the file types stored on the media).
Associated KB entries:
NONE
Question/Statement:
What is the exact filename (if known) that the client is trying to recover (including file extension, such as .doc, .xls, etc.) (List)
To obtain the exact filename of the document the client needs the most. If the entire data set is required, simply indicate this. If the client does not know the exact filename, but knows part of it, indicate a descriptively as possible the necessary document. Under certain circumstances, some documents are recoverable and some are not. It is absolutely essential that the responding technician knows which files are more important to the client than others. Client does not know the exact filename, but he states that it is the only one that is related to his lab experiment. He thinks that the filename will indicate something related to labs or experiments. He states also that it is the only Excel file on the disk. Unknown (or any other answer that does not at least in some way describe the necessary document).
Description/Expectation:
Why this question is important:
Examples of good answers:
Example of a bad answer:
Associated KB entries:
NONE
SERVICES INTERNAL HELPDESK [Data Integrity] [Data Recovery]
[Zip Disk]
Description: This category is utilized for those clients requesting assistance recovering data from a damaged Zip disk. Special Script Notation: Note: Inform client that a technician will contact them at their earliest opportunity (usually within 1 business day). Also, place the media on the Topic Assignee's desk with a copy of the ticket attached. [Zip Disk]: Associated Script Questions:
2) Describe any error message here: (List) 3) What type of data is stored on the media? (List) 4) What is the exact filename (if known) that the client is trying to recover (including file extension, such as .doc, .xls, etc.) (List)
Detailed Script Questions for [Zip Disk]:
Question/Statement:
Describe any error message here: (List)
To ensure that the exact error message the client receives is communicated properly to the responding technician. There are certain circumstances where the error message will determine the course of the diagnostic process.
Description/Expectation:
Why this question is important:
Examples of good answers:
Error message: Cannot Read from Specified Device
Example of a bad answer:
Can't access file (or any other answer that is not completely accurate)
Associated KB entries:
NONE
Question/Statement:
What type of data is stored on the media? (List)
Description/Expectation:
To obtain a general idea from the customer the type(s) of data he/she is asking to be restored.
Why this question is important:
Files such as Word or Excel documents are more common, however file types for applications that are less common (such as MS Works, Adobe, SPSS, etc.) are more difficult to recover if the software package must be located prior to recovery attempts. Knowing what types of files the client is unable to access will facilitate this diagnostic process.
Examples of good answers:
.doc, .xls, and .pdf.
Example of a bad answer:
Unknown (or any other answer that does not indicate the file types stored on the media).
Associated KB entries:
NONE
Question/Statement:
What is the exact filename (if known) that the client is trying to recover (including file extension, such as .doc, .xls, etc.) (List)
To obtain the exact filename of the document the client needs the most. If the entire data set is required, simply indicate this. If the client does not know the exact filename, but knows part of it, indicate a descriptively as possible the necessary document. Under certain circumstances, some documents are recoverable and some are not. It is absolutely essential that the responding technician knows which files are more important to the client than others. Client does not know the exact filename, but he states that it is the only one that is related to his lab experiment. He thinks that the filename will indicate something related to labs or experiments. He states also that it is the only Excel file on the disk. Unknown (or any other answer that does not at least in some way describe the necessary document).
Description/Expectation:
Why this question is important:
Examples of good answers:
Example of a bad answer:
Associated KB entries:
NONE
SERVICES INTERNAL HELPDESK [Data Integrity] [Data Recovery]
[Z-Other]
Description: This category is utilized for those clients requesting assistance recovering data from storage media other than those listed in previous categories. Special Script Notation: Note: Inform client that a technician will contact them at their earliest opportunity (usually within 1 business day). Also, place the media on the Topic Assignee's desk with a copy of the ticket attached. [Z-Other]: Associated Script Questions:
2) Describe any error message here: (List) 3) What type of data is stored on the media? (List) 4) What is the exact filename (if known) that the client is trying to recover (including file extension, such as .doc, .xls, etc.) (List)
Detailed Script Questions for [Z-Other]:
Question/Statement:
Describe any error message here: (List)
To ensure that the exact error message the client receives is communicated properly to the responding technician. There are certain circumstances where the error message will determine the course of the diagnostic process.
Description/Expectation:
Why this question is important:
Examples of good answers:
Error message: Cannot Read from Specified Device
Example of a bad answer:
Can't access file (or any other answer that is not completely accurate)
Associated KB entries:
NONE
Question/Statement:
What type of data is stored on the media? (List)
Description/Expectation:
To obtain a general idea from the customer the type(s) of data he/she is asking to be restored.
Why this question is important:
Files such as Word or Excel documents are more common, however file types for applications that are less common (such as MS Works, Adobe, SPSS, etc.) are more difficult to recover if the software package must be located prior to recovery attempts. Knowing what types of files the client is unable to access will facilitate this diagnostic process.
Examples of good answers:
.doc, .xls, and .pdf.
Example of a bad answer:
Unknown (or any other answer that does not indicate the file types stored on the media).
Associated KB entries:
NONE
Question/Statement:
What is the exact filename (if known) that the client is trying to recover (including file extension, such as .doc, .xls, etc.) (List)
To obtain the exact filename of the document the client needs the most. If the entire data set is required, simply indicate this. If the client does not know the exact filename, but knows part of it, indicate a descriptively as possible the necessary document. Under certain circumstances, some documents are recoverable and some are not. It is absolutely essential that the responding technician knows which files are more important to the client than others. Client does not know the exact filenames, but states that all documents in the directory labeled "PROJECT FALL 2005" are needed. He must submit them today. Unknown (or any other answer that does not at least in some way describe the necessary document).
Description/Expectation:
Why this question is important:
Examples of good answers:
Example of a bad answer:
Associated KB entries:
NONE