N8360 - Training Course Outline - FCCTRAIN (The Structure of Learning)

N8360 Help Desk Basic Troubleshooting for IBM Lotus Domino 8

Description:

As a first-level Help Desk support specialist, you should be able to help users complete daily work using the Lotus Notes client including starting Lotus Notes, passwords, Location and Connection documents, User Preferences, IBM® Lotus® Sametime® integration, and any other issue that can be resolved in five minutes or less. In a second-level Help Desk role, you will be challenged by more complex problems, including issues such as password security, ID recovery, troubleshooting a user’s mail file or access to a database, and providing in-depth information into managing Notes databases, replication, and Web access. The information in this course should help you to resolve these issues for users quickly, accurately, and efficiently.

Category:

Lotus Notes/ Lotus Domino

Delivery Method:

Classroom

Duration:

2 Days

Topics covered:

Use Help Desk troubleshooting resources Manage user workstations
Identify server and database security issues
Manage user database issues
Troubleshoot mail routing and delivery
Troubleshoot IBM Lotus Notes mail issues
Troubleshoot replication

Audience:

The target audience for this intermediate course is Lotus Notes 8 first-level Help Desk support representatives ready to become second-level support representatives

Prerequisites:

The prerequisites for this course include the IBM e-learning course entitled Help Desk Fundamentals for IBM® Lotus® Domino® 8(N8555), or equivalent knowledge, skills, and experience.the IBM e-learning course entitled Help Desk Fundamentals for IBM® Lotus® Domino® 8(N8555), or equivalent knowledge, skills, and experience.

Outline:

Lesson 1: Introducing Help Desk Troubleshooting Resources

Topic 1A: Using IBM® Lotus® Online Support Resources

IBM Lotus Product Information on the Web
The IBM Lotus Support Services Web Site
How to Use IBM Lotus Support Resources
Topic 1B: Starting IBM® Lotus® Domino® Administrator
The IBM Lotus Domino Administrator Client
The IBM Lotus Domino Administrator Interface

Topic 1C: Investigating Basic IBM® Lotus® Domino® Administrator Tasks

IBM Lotus Domino Administrator Tabs
The Person Document
Groups
Tasks on the People & Groups Tab
Tasks on the Files Tab
Tasks on the Server Tab
Tasks on the Messaging Tab
Tasks on the Replication Tab
Tasks on the Configuration Tab
IBM Lotus Domino Directory Documents

Lesson 2: Managing the User's Workstation

Topic 2A: Diagnosing Problems with Deploying Welcome Pages

Deploying Welcome Pages
Policy Documents
Policy Settings Documents
Organizational and Explicit Policies
Multiple Policies and Effective Policies
The Policy Precedence System
Static and Dynamic Settings
Explicit Policy Assignment Methods
Policy Management Tools
How to Diagnose Problems with Deploying Welcome Pages

Topic 2B: Breaking Down the IBM® Lotus Notes® Client

Important IBM Lotus Notes Client Files
Syntax Used in the Default Notes Initialization File
Notes.ini Problems
How to Break Down the IBM Lotus Notes Client
Topic 2C: Enabling Multiple Users to Share a Workstation
Methods for Sharing an IBM Lotus Notes Workstation
Using the IBM Lotus Notes Client for Multi-User Installations
The Multi-User Installation Process
The Manual Multi-User Configuration Process
How to Manually Set Up Multiple Users to Share a Workstation

Topic 2D: Recovering User IDs

Planning for ID File Backup and Recovery
Preparing for ID File Recovery
The ID Recovery Process
Password and ID Troubleshooting Hints and Tips
How to Recover Users IDs or Passwords

Lesson 3: Managing Server and Database Security Issues

Topic 3A: Diagnosing Server Access Problems

Server Access Restrictions
The Role of Groups
Server Access Troubleshooting Hints and Tips
How to View Group Memberships

Topic 3B: Determining Users' Effective Access to a Database

Mechanisms to Restrict Database Access
The Database Access Control List
Database ACL Access Levels
Anonymous Access
Verifying Database Access
Database Roles
Characteristics of Database Roles
Effective Access to a Database
Execution Control Lists
Database Access Troubleshooting Hints and Tips
How to Determine a User’s Effective Access to a Database

Lesson 4: Managing User Database Issues

Topic 4A: Refreshing or Replacing a Database Design

Refreshing the Design Documents in a Database
Replacing the Design Documents in a Database
How a Refresh or Replace Affects Database Design Elements
How to Refresh or Replace a Database Design

Topic 4B: Compacting a Local Database

Methods for Managing Database Size
Compacting a Database
How to Compact a Local Database

Topic 4C: Archiving Database Documents

When to Archive Database Documents
When to Archive Mail Messages
Criteria for Archiving an Active Database
Archiving Tasks and Options
How to Archive Database Documents

Topic 4D: Diagnosing Problems with Mail Archiving Policies

How to Diagnose Problems with Mail Archiving Policies

Lesson 5: Troubleshooting Mail Routing and Delivery

Topic 5A: Introduction to Mail Routing

Mail Routing
IBM Lotus Domino Named Networks
Mail Routing Within and Between IBM Lotus Domino Named Networks
Mail Routing Protocols
Mail Routing Components
Mail Settings that Affect Routing
The Mail Routing Process

Topic 5B: Responding to Mail Delivery Failure

Categories of Delivery Problems
Causes of Delivery Problems
Denial-of-Service Attacks
Mail Delivery Reports
Mail Troubleshooting Hints and Tips
How to Respond to Mail Delivery Failure

Topic 5C: Viewing Pending and Dead Mail

Pending Mail
Undeliverable and Dead Mail
The Delivery Failure Process
How to View Pending and Dead Mail

Topic 5D: Tracing Mail Delivery

Determining a Valid Path to a Mail Recipient
How to Trace Mail Delivery

Topic 5E: Tracking Mail

Message Tracking
The Message Tracking Store Database
Mail Delivery Status Categories
How to Track Mail

Lesson 6: Troubleshooting IBM® Lotus Notes® Mail Issues

Topic 6A: Troubleshooting Contacts

Troubleshooting Contacts Issues
How to Replace the Contacts Design

Topic 6B: Troubleshooting Directory Catalogs

Common Directory Catalog Problems
How to Verify Directory Catalog Policy Settings

Topic 6C: Securing Mail Messages

IBM Lotus Notes Mail Security Mechanisms
ublic and Private Encryption Keys
Digital Signatures
S/MIME
IBM Lotus Notes Mail Security Troubleshooting Hints and Tips
How to Secure Mail Messages

Topic 6D: Troubleshooting Mail, Schedule, and Calendar Delegation

How to Troubleshoot Mail, Calendar, and Schedule Delegation

Topic 6E: Troubleshooting the Out of Office Notification Service

Access to the Out of Office Service
Hints and Tips for Troubleshooting the Out of Office Service
How to Troubleshoot the Out of Office Service

Lesson 7: Troubleshooting Replication

Topic 7A: Creating and Encrypting an Application Replica

Encrypting a Local Replica

Topic 7B: Setting Replication Options

Selective Replication Options
Application Replication Options
How to Set Replication Options

Topic 7C: Diagnosing Application Replication Problems

Factors that Affect Replication
How to Diagnose Application Replication Problems

Topic 7D: Resolving Replication Conflicts

Replication and Save Conflicts
How IBM Lotus Notes Treats Replication Conflicts
How IBM Lotus Notes Treats Save Conflicts
Methods to Resolve a Conflict
Ways to Prevent Replication and Save Conflicts
Alternate Replica Sources
How to Resolve Replication Conflicts

Topic 7E: Troubleshooting Replication

Hints and Tips for Troubleshooting Database-Related Replication Issues
Hints and Tips for Troubleshooting Server-Related Replication Issues