Citrix

Q1: Scenario:
Help Desk is getting calls that staff can't get access to applications via Citrix. You are the first staff member in the team that has arrived for work to be told by Help Desk about this issue.
What would be your first course of action?
How would you determine the extent of the problem?
How would you communicate with the affected users? What would you say to them?
What steps would you take to resolve the issue?
 
Q2: Please give an example of how you have used technology innovatively to solve a user issue or a problem. What were the drivers that allowed you to come up with the solution? How did you ensure that the solution was recorded and communicated to all the relevant stakeholders including team members, users, management and anyone else that might have been involved or needed to be kept informed?
ptlnisarg1Asked:
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Sekar ChinnakannuStaff EngineerCommented:
What would be your first course of action? Check for application name and try to get the exact error
How would you determine the extent of the problem? make sure user able to telnet to specific app server.
How would you communicate with the affected users? What would you say to them?  If the issue related to critical app then send communication mail to users.
What steps would you take to resolve the issue? Check citrix services are running, Telnet to citrix server. Most of time by rebooting the server get fix the issue. To get in depth troubleshooting check event id and based event you can proceed further.

Also check http://www.experts-exchange.com/Software/System_Utilities/Remote_Access/Citrix/Q_28070114.html#a39001938

Q2: Please give an example of how you have used technology innovatively to solve a user issue or a problem. What were the drivers that allowed you to come up with the solution? How did you ensure that the solution was recorded and communicated to all the relevant stakeholders including team members, users, management and anyone else that might have been involved or needed to be kept informed?

When you create a RCA try to document step by step. Like issue start and end time. What cause the problem, What you did to fix the problem, How you are going prevent the same in future. Better to create a problem ticket too to fix the reoccur issues.
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