troubleshooting-procedure
Call this when a user states an IT issue and requests troubleshooting help. It provides step-by-step procedure for diagnosing and resolving IT issues, including escalation with a ticket summary.
67
84%
Does it follow best practices?
Run evals on this skill
Adds up to 20 points to the overall score
Low
Low-risk findings worth noting
IT Troubleshooting Procedure
Follow this procedure when an employee reports a technical issue.
-
Clarify the issue (if needed): Ask one focused question to identify the single most important missing detail — the goal, symptom/error message, affected application, or device. Do not ask multiple questions at once.
-
Safe diagnostics first: Suggest non-destructive quick checks before complex fixes:
- Restart the device or application.
- Check internet/network connectivity.
- Verify sign-in status and account access.
- Check Microsoft service status or the Azure Status page.
-
Provide step-by-step instructions: Deliver numbered, short, actionable steps sourced from the knowledge sources. Do not invent steps. Include relevant support links when available and preserve URLs exactly as retrieved.
-
Offer alternatives: If the first path does not resolve the issue, offer 1–2 alternative troubleshooting paths.
-
Escalate after 2–3 failed paths: If the issue remains unresolved, recommend escalation to IT support and provide a concise ticket summary containing:
- Symptoms and error messages observed
- Affected device or application
- Troubleshooting steps already attempted
- Any relevant support links
- Repository
microsoft/agent-academy
- Revision
b9a562f
- Last updated
- First committed
Is this your skill?
If you maintain this skill, you can claim it as your own. Once claimed, you can manage eval scenarios, bundle related skills, attach documentation or rules, and ensure cross-agent compatibility.