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Overview
| Course code | N8360 | Skill level | Intermediate |
|---|---|---|---|
| Duration | 2.0 days | Delivery type | Classroom
(Hands-on labs) |
| Course type | Public or Private on-site | ||
| Public price | USD $800.00 plus tax | ||
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.
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.
Skills taught
After completing this course, you should be able to:
- 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
Course 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 and 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
- Public 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
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