IT Glue - Thread Docs

Built for IT Glue. Turn on the IT Glue connector in Super Magic to run them end to end.

Account Takeover Runbook

Respond to a confirmed account takeover: disable sign-in, revoke sessions, reset MFA, sweep inbox rules and OAuth consents, and notify users.

AD CS / Internal PKI Issues

Troubleshoot AD CS internal PKI issues — enrollment and template failures, CRL revocation-check errors, and certificate expiry cascades before reissuing.

AD Replication Issues

Fix Active Directory replication failures using repadmin — GPO version mismatches, password changes not propagating, and event IDs 1311/1388/1988.

Adobe Creative Cloud Licensing

Fix Adobe Creative Cloud sign-in loops, access-denied errors, and Admin Console entitlement gaps between named-user and shared-device licensing.

Anti-Spam Policy Tuning

Tune Exchange Online Protection and Defender anti-spam policies from verdict evidence with scoped overrides and time-limited exceptions.

App Protection Policies

Configure Intune MAM-without-enrollment app protection for BYOD to protect org data in managed apps without managing the personal device.

Archive Mailbox Enablement

Enable Exchange Online In-Place Archive mailboxes to solve quota issues, with license checks, move-policy expectations, and archive caveats.

Audit Prep Review

Run a pre-audit sweep for unresolved prior findings, doc gaps, and stale evidence, and return a ranked readiness report before the auditor arrives.

AutoCAD / Revit Issues

Troubleshoot Autodesk AutoCAD and Revit — FlexNet network license checkout failures, drawing corruption, and BIM central-model worksharing sync.

Autopilot Deployment

Run Windows Autopilot deployments end-to-end: hardware hash registration, profile assignment, ESP behavior, and reset-vs-re-enroll decisions.

B2B Collaboration Setup

Configure Entra B2B cross-tenant collaboration between partner organizations with scoped access settings, MFA and device trust, and rollback.

Backup Failure Triage

Classify a backup failure by alert text and device state, check for recurrence, and decide whether to fix locally or escalate to the backup vendor.

Backup Missed vs Failed Alert

Distinguish a backup that never ran (missed) from one that ran and errored (failed) — two different routes — and always state exposure via last-known-good.

Backup Restore Request

Intake backup restore requests — deleted files, prior versions, mailboxes, servers — pinning down what, when, RPO limits, and verifying with requester.

BitLocker Key Retrieval

Handle BitLocker recovery key requests with identity verification, device-ownership match, secure delivery, key rotation, and audit note.

Break-Glass Account Audit

Audit Entra emergency-access break-glass accounts: Conditional Access exclusions, sealed credentials, sign-in alerting, and quarterly test.

Browser Issues

Diagnose browser problems — one broken site, SSO loops, crashes, extension conflicts — using profile isolation and extension bisect, not clear-everything.

BSOD Analysis

Triage Windows blue screens by stop code and faulting module, correlating recent patches, drivers, or hardware to split driver, storage, and RAM causes.

Calendar Permissions

Grant or review Exchange calendar sharing and delegation with least-privilege folder roles, owner consent, and private-items handling.

Certificate Expiry Alert

Triage a certificate expiry alert — tier urgency by days remaining, identify what the cert secures and who owns renewal, and route into renewal work.

Certificate Inventory

Build an expiry calendar of every certificate a client depends on — public web, RDS, LOB, internal CA, device certs — with owner and renewal steps.

Circuit Inventory

Refresh a client circuit inventory — internet, WAN/MPLS/SD-WAN, POTS-replacement — with carrier, circuit ID, site, bandwidth, and renewal dates.

Citrix Basics

First-line playbook for Citrix Virtual Apps and Desktops (CVAD/DaaS) — VDA registration, StoreFront vs Workspace, hung sessions — before escalating.

Client Offboarding

Run a clean client exit checklist covering data handover, mutual access revocation, final billing notes, and the documentation package for both parties.

Client Onboarding Runbook

Take a newly signed client from MSA to service-desk readiness: boards, routing, contacts, docs intake, monitoring, and welcome comms as tracked tickets.

CMMC Readiness Brief

Produce a CMMC level-readiness snapshot for a defense-adjacent client with likely standing and obvious gaps — never a certification or formal assessment.

Compliance Questionnaire Assist

Draft answers to a client's security or compliance questionnaire from documented facts only, cite each source, and flag unknowns instead of guessing.

Conditional Access Review

Inventory a tenant's Conditional Access policies to find overlaps, legacy-auth gaps, unprotected apps, with report-only discipline for changes.

Conference Room AV

Keep Teams/Zoom Rooms working — room-system health, calendar and resource-mailbox checks, and a pre-meeting checklist for high-stakes boardroom events.

CW Configurations Assets

ConnectWise Manage configurations (assets): link tickets to the right config, follow the desk's config-type taxonomy, and flag stale or duplicate configs.

Cyber Insurance Form Prep

Draft cyber-insurance application answers from ticket, RMM, and posture evidence, cite each source, and mark every unverifiable answer for human review.

Device Health Check

Diagnose one device via the RMM — alerts, activities, services, disk, reboot, and patch posture — then propose remediation with a deep-link handoff.

Device Offline Runbook

Work a device-offline alert or "won't connect" ticket — site-wide check first, maintenance windows, last activities, and clear escalate criteria.

Device Wipe Workflows

Choose the right Intune remote action - retire, wipe, fresh start, Autopilot reset, or delete - with data-loss warnings and approval gate.

Device-to-User Mapping

Answer "who uses this device" by combining RMM last-logged-on data with contact records, ticket history, and documentation when a ticket names only one.

DFS Namespace and Replication

Fix DFS-N referral failures and DFS-R replication backlog, conflicts, and staging-quota issues using health reports and backlog counts, not blind reinit.

DHCP Server Issues

Diagnose DHCP problems — APIPA 169.254 addresses, wrong-subnet leases, scope exhaustion, stuck failover pairs, and rogue DHCP servers on the LAN.

Dispatcher Intake

Attended chat intake for dispatchers: describe the issue and get back a ticket with board, type, priority, summary, and first-touch note attached.

Distribution vs M365 Groups

Pick between distribution lists, Microsoft 365 Groups, mail-enabled security groups, and dynamic groups, and handle DL-to-M365-Group upgrades.

DKIM Enablement

Enable DKIM signing for a custom domain in Exchange Online: publish selector CNAMEs, activate signing, verify records, and plan key rotation.

DMARC / SPF / DKIM Setup

Diagnose email authentication failures and build correct SPF, DKIM, and DMARC DNS records — new sending sources, alignment, and propagation expectations.

DNS & Domain Issues

Diagnose DNS resolution and domain-expiry problems by laddering client to resolver to authoritative — stale records, intranet failing, whole domain dark.

Doc Gap Detector

Find tickets where a security- or configuration-impacting change (firewall, MFA, DNS, admin access) was made with no linked or matching documentation update.

Email Connector Setup

Route LOB apps, scanners, and printers through Exchange Online using SMTP AUTH, direct send, or an IP/certificate-scoped relay connector.

Endpoint Encryption Audit

Audit disk-encryption coverage on Windows BitLocker and Mac FileVault, flag unencrypted endpoints, and verify recovery keys are escrowed and retrievable.

Enrollment Restrictions

Configure Intune enrollment restrictions: personal vs corporate device rules, platform blocks, device limits, and corporate identifier logic.

Entra Connect Sync Errors

Fix Entra Connect (Azure AD Connect) sync errors — export failures, duplicate attributes, quarantined objects, users missing in the cloud — no blind runs.

Entra PIM Requests

Handle Entra Privileged Identity Management role requests with eligible vs active assignments, activation justification, and time-boxed access.

Environment Facts Updater

When a ticket reveals a changed client environment fact — new server, ISP, VPN, or key contact — draft the update for the client documentation platform.

EOL Product Notice

Draft the client notice that a product or OS is reaching end-of-life — verified EOL date, honest risk framing, upgrade paths, decision deadline.

Exchange Hybrid Issues

Troubleshoot Exchange hybrid — mail stuck on-prem/cloud, blank free-busy, stalled migrations, user-not-found after moves — starting from mailbox ownership.

Exchange On-Prem Mail Flow

Diagnose on-prem Exchange transport — stuck queues, send/receive connector faults, TLS/cert failures, backpressure — using Queue Viewer and protocol logs.

Fax & eFax

Work fax tickets — dead analog lines, ATA fax page corruption, eFax cloud portals not sending or receiving — across the line, ATA, and portal matrix.

File Share Permissions

Diagnose access-denied file share tickets by laddering effective permissions across share vs NTFS vs inheritance and group membership, at least privilege.

Firewall Config Backup Audit

Verify every firewall config backup is current — via Liongard change history or the vendor state — and flag any device whose backup is missing or stale.

Firewall Rule Change Request

Shepherd a firewall change from vague ask to change-ready spec — justification, source/destination/port/protocol, expiry, and routing to the approver.

GDAP Relationship Review

Audit MSP GDAP delegated-admin relationships across client tenants for least-privilege roles, security-group mapping, expiries, and unused access.

Group Policy Troubleshooting

Diagnose GPO not applying — missing drive mappings, lock screens, software installs — by reading gpresult and walking scope, filtering, and inheritance.

Guest Access Audit

Inventory Entra B2B guest accounts, find stale and never-redeemed ones, and enable access reviews and expiration with approval-gated cleanup.

Hardware Diagnostics

Work desktop and laptop hardware faults — no-boot, random shutdowns, disk noises, battery and thermal — through POST stages, SMART, and warranty routing.

Hardware Refresh Forecast

Build a 4–5 year hardware refresh workbook per client — devices crossing the age threshold each period and the per-client refresh budget for planning.

HIPAA Safeguards Checklist

Walk a healthcare client's environment against the HIPAA Security Rule technical safeguards, returning a checklist of what's in place versus missing.

Hyper-V Clustering

Troubleshoot Hyper-V failover clusters — quorum loss, CSV redirected or offline, failed live migrations, stuck node drains — from cluster and event logs.

Hypervisor Alert Triage

Triage Hyper-V and VMware host alerts — datastore capacity, snapshot sprawl, CPU/memory pressure — deciding if the issue is host-level or VM-level first.

IIS Web App

Diagnose IIS web app failures — app pool crashes, rapid-fail protection, binding and SSL problems, HTTP 500/502/503 codes — using HTTP.sys and FREB logs.

Impossible Travel Runbook

Investigate an impossible-travel or atypical-location sign-in alert: check VPN and travel, verify with the user by phone, and contain on confirmed ATO.

Industry Pack Frame

Base skill defining how a vertical pack works — the client's calendar first, then blast radius against it, the desk-vs-vendor boundary, and the regulator's data rules.

Insider Risk Basics

Handle insider-risk signals like data staging, sabotage, or access abuse: preserve evidence quietly, escalate to client HR, and keep it confidential.

Internal DNS Server Issues

Fix AD-integrated internal DNS — stale records, external dead while internal works (or reverse), records vanishing — distinct from public DNS/domain.

Internal IT Offboarding

Offboard departing MSP staff with client-credential rotation first, then tool deprovisioning, ticket reassignment, and client-facing transition notes.

Internal IT Onboarding

Onboard the MSP's own new hire, technician, dispatcher, or back-office, with accounts, PSA/RMM/docs licenses, role-scoped client access, and shadowing.

Intune App Deployment

Deploy, update, or remove Intune apps with packaging choice, required vs available intent, pilot-to-broad rings, and approval before forced installs.

Intune Compliance Policies

Create or change Intune device compliance policies with grace periods and Conditional Access blast radius, piloted before broad enforcement.

Intune Enrollment Troubleshooting

Diagnose Windows Intune enrollment failures via a fixed ladder: user licensing, MDM scope, device state, and Entra join type checks.

Intune vs RMM Reconciliation

Reconcile an Intune-enrolled device list against RMM agent inventory — find machines missing an RMM agent, missing Intune, or double-managed conflicts.

ISP Outage Tracking

Manage a circuit outage while the carrier owns the fix — capture the carrier ticket reference, run the escalation clock, and keep the client informed.

IT Glue Asset & Contact Lookup

On demand, pull IT Glue contacts, credentials, and flex-asset configs into a plain-text ticket summary, degrading to KB or ticket history if unavailable.

Journaling & Compliance Mail

Handle Exchange journaling and compliance-copy requests with legal justification, external journal targets, cost impact, and retention alternatives.

KB Article Draft

Turn a resolved ticket into a reusable knowledge-base article draft with title, symptoms, cause, numbered resolution, and stripped client specifics.

Knowledge Base Taxonomy

Design a knowledge base category hierarchy and controlled tag vocabulary with naming and placement rules, grounded in what the desk actually documents.

Label and Receipt Printers

Troubleshoot Zebra thermal label and ESC/POS receipt printers — ZPL/EPL print language, driver mode, spooler, and network faults — distinct from MFPs.

Large File Share Guide

Draft reply-ready instructions for an end user to send a file too big for email using the client's approved method — attachment bounced, big file.

LOB Application Framework

Generic playbook for any line-of-business app failure — dental, legal, accounting, ERP — identify vendor and version, pull logs, build escalation packets.

LOB Database Locks

Clear record-locked-by-another-user tickets in LOB apps — find the locking session in the vendor admin console and release it approved-only, never kill DB.

M365 Group Lifecycle

Govern Microsoft 365 Groups lifecycle: creation controls, naming, expiration and renewal, ownership handoff, and clean retirement of dead groups.

M365 License Optimization

Right-size Microsoft 365 licensing from usage evidence: reclaim unused licenses, downgrade over-provisioned users, and rationalize add-ons.

M365 Sign-in Issues

Diagnose Microsoft 365 and Entra sign-in failures — blocked sign-ins, MFA loops, repeated password prompts, device-trust errors — from the sign-in log.

M365 Tenant Health Report

Produce an advisory digest of Microsoft 365 Service Health incidents and Message Center posts for a client tenant as a plain-language brief.

Mac Fleet Management

Review Macs under RMM — agent health, macOS version and update posture, disk and encryption basics, and awareness of a separate MDM owning updates.

Mac Support

The Windows tech's ladder for Mac tickets — keychain prompts, MDM enrollment, TCC app permissions, FileVault — mapping macOS causes vs Windows reflexes.

Mail Flow & Delivery

Diagnose email delivery — NDR bounces, mail not arriving, stuck outbound, one sender blocked — by decoding the bounce and tracing the actual mail path.

Mailbox Migration Prep

Build the pre-migration checklist for tenant-to-tenant or on-prem mailbox moves: inventory, breakage list, holds and licensing, and user comms.

Mailbox Quota Management

Investigate full or filling Exchange mailboxes and choose targeted cleanup, archive enablement, or license upgrade based on where size lives.

MDR Client Onboarding

Onboard a client to a new MDR or SOC service: scope assets, wire alert routing into the desk, record escalation contacts, and set noise expectations.

MFA Methods Audit

Audit Entra MFA authentication methods per user: phone-only risk, push without number matching, and missing phishing-resistant methods for admins.

MFA New Phone Guide

Draft reply-ready instructions for an end user who got a new phone and needs to move or re-enroll their MFA safely to approve sign-ins again.

MFA Setup Guide

Draft reply-ready instructions for an end user to enroll in multi-factor authentication using the client's actual MFA product for account sign-in.

Mobile Device & MDM

Work mobile MDM tickets — enrollment failures, missing mail profiles, compliance blocks, lost/stolen device response — destructive actions need approval.

Mobile Email Setup

Set up corporate mail on a phone — new-device config, sync failures, MDM enrollment prompts, native Mail vs Outlook — holding the BYOD consent boundary.

Mobile Fleet Review

Review phones and tablets under MDM — enrollment, OS version spread, compliance flags, and readiness to lock or wipe a lost or stolen device.

Mobile Mail Setup Guide

Draft reply-ready instructions for an end user to get work email on their phone — Outlook mobile app first, matched to the client's mobile policy.

NAS / File Share Provisioning

Plan and document a new network share — folder structure, permission model, quota, backup inclusion — with an approval gate on the access model first.

NetSuite ERP

Support NetSuite ERP tickets as an MSP — roles and permissions, saved-search visibility, SuiteScript/REST/CSV integration errors — no financial edits.

Network Device Inventory

Refresh a client network device inventory — switches, APs, firewalls, routers per site — by combining documentation with what monitoring actually sees.

Network Outage Triage

Triage a suspected site-down — all-devices-offline vs single dead device, ISP vs internal, who to call, and set a comms cadence for the client updates.

Network Share Slowness

Diagnose slow SMB file shares — sluggish copies, crawling folder listings, one office fine — through SMB version, signing, AV filters, and DFS referrals.

New Computer First Day Guide

Draft reply-ready instructions for an end user receiving a new or replacement computer — what to expect, what to do first, and what NOT to do.

New Workstation Imaging Checklist

Run the standard build-and-deploy checklist for a new or re-imaged workstation — naming, OS baseline, enrollment, apps, profile, verification, and handoff.

NIST CSF Gap Brief

Map a client's security posture to the NIST Cybersecurity Framework functions and return a plain-language gap brief — no certification or compliance claim.

Office Activation & Licensing

Fix Office / Microsoft 365 Apps activation — Product Deactivated, unlicensed mode, repeated prompts, shared-computer/RDS errors — detect the license type.

On-Prem to Cloud File Migration

Fix file-server to SharePoint Online and OneDrive migration issues: NTFS permission translation, path length, illegal characters, and sync errors.

OneDrive / SharePoint Sync

Diagnose OneDrive and SharePoint sync — stuck processing changes, missing files, red X icons — separating client state, library limits, and permissions.

OneDrive Known Folder Move

Work OneDrive Known Folder Move rollout tickets — missing Desktop, sync conflicts, path-length and invalid-character legacy files — without unhooking KFM.

OneDrive Restore Guide

Draft reply-ready instructions for an end user to recover a deleted file or roll back a previous version themselves in OneDrive or SharePoint.

OneDrive Storage Governance

Set OneDrive governance: storage quotas, leaver-account retention, sync scope by device or domain, and external-sharing posture for the tenant.

Out of Office Guide

Draft reply-ready instructions for an end user to set their own out-of-office reply correctly — dates, internal versus external messages for OOO.

Outlook Client Issues

Diagnose Outlook desktop crashes, hangs, broken search, password prompts, and crash-on-send using profile, data-file, and add-in isolation branches.

Outlook Profile Setup Guide

Draft reply-ready instructions for an end user to add their work account to Outlook on Windows or Mac — "send the user steps to set up Outlook."

Outlook Search Issues

Fix Outlook search returning nothing or incomplete results by isolating local index vs server search and cached-mode window before rebuilding the index.

PaperCut / PrinterLogic

Diagnose PaperCut and PrinterLogic print-management issues: release stations, driver deployment failures, and quota/account problems from platform logs.

Password Expiry Change Guide

Draft reply-ready instructions for an end user to change a password that's about to expire (or just did) before it locks them out of their account.

PCI DSS Scope Review

Help a client understand PCI DSS scope — what counts as the cardholder data environment (CDE), what's in versus out — not a QSA assessment or AOC.

Plus Addressing & Aliases

Handle requests for extra mailbox addresses: plus addressing for self-service tagging, proxy aliases, and the send-from-alias caveats stated.

POS System Issues

Work POS tickets — frozen terminals, failed card payments, back-office sync — by splitting terminal, payment gateway, and back-office with a PCI boundary.

Power Automate Governance

Bring Power Automate under control: find orphaned flows from leavers, reassign ownership before breakage, and restrict Power Platform connectors.

Print Server Management

Operate a print server layer — spooler triage, disciplined driver deployment (no ad-hoc installs), and planning queue migrations to a new print server.

Printer Connect Guide

Draft reply-ready instructions for an end user to add or reconnect the office printer, matched to the client's actual print setup and drivers.

Printer Fleet Review

Cluster a client printer-related tickets to find chronic devices, quantify the time they burn, and recommend replace-vs-repair per problem printer.

Printer Troubleshooting

Diagnose printing problems — nothing prints, stuck queues, garbled output, wrong printer, scan-to-email fails — via a spooler, driver, and network matrix.

Purview DLP Policy

Scope, test, and roll out Microsoft Purview DLP policies with test-mode first, narrow scope, and evidence before enforce to protect PII and PHI.

QuickBooks Desktop Multi-User

Fix QuickBooks Desktop multi-user errors: H202/H505 hosting, -6000 series company file, stuck locks, via hosting mode and Database Server Manager checks.

QuickBooks Online Issues

Fix QuickBooks Online browser problems: bank-feed failures, multi-user role errors, cache and extension issues; distinguish QBO from Desktop before acting.

RADIUS / NPS Authentication

Diagnose 802.1X and RADIUS authentication failures on Windows NPS: Wi-Fi, wired, VPN rejects, certificates, and shared-secret issues via NPS event logs.

RAID Degradation Alert

Triage a RAID degraded or failed-member alert with zero-margin urgency — one failure from data loss — and enforce the verify-backups-BEFORE-rebuild rule.

Ransomware Response

Respond to suspected or confirmed ransomware: isolate hosts, verify backups before touching them, engage IR and insurance, and sequence recovery.

RD Gateway Issues

Fix Remote Desktop Gateway and RD Web Access problems: external RDP failures, certificate errors, CAP/RAP policy mismatches, and MFA integration failures.

RDS / AVD Troubleshooting

Diagnose Remote Desktop Services and Azure Virtual Desktop session issues: connect failures, profile hangs, licensing, black screens, missing printers.

Report Phishing Guide

Draft reply-ready instructions telling an end user what to do with a suspicious email — the client's report-button path, never forwarding around.

Resource Mailbox Setup

Create Exchange room and equipment mailboxes with booking policies, auto-accept or delegate approval, and recurring-meeting and duration limits.

Retention Policy Requests

Change Microsoft Purview retention and deletion policies with scope confirmed, legal-hold interaction flagged, and authorization documented.

RMM Cross-Tool Reconciliation

Reconcile device lists across RMM, EDR, backup, and documentation — find missing agents, single-tool orphans, and count mismatches that distort billing.

Roaming Profiles & FSLogix

Fix FSLogix and roaming-profile failures on session hosts: cannot attach VHD, temp profiles, sign-in hangs, and settings loss via FSLogix log codes.

Safe Attachments and Links Policy

Tune Defender for Office 365 Safe Attachments and Safe Links policies with dynamic delivery, URL rewriting, and scoped exceptions from evidence.

Safe File Sharing Guide

Draft reply-ready instructions for an end user to share files the approved way — links over attachments, right audience, external-sharing rules.

Sage 50 / Sage 100

Diagnose Sage 50 and Sage 100 problems: data-path faults, share permissions, Pervasive/Actian PSQL engine service, and multi-user access errors at close.

SCADA / OT Awareness

Support OT-adjacent tickets safely: hard IT vs SCADA/PLC/HMI/ICS boundary, never touching controllers, and routing to the correct OT or vendor owner.

Scanner & Copier Fleet

Fix MFP and copier scan-to-folder failures after SMB or credential changes, address-book cleanup, firmware quirks, and panel errors on leased fleets.

Screen Share Help Guide

Draft reply-ready instructions for an end user to start a remote-support screen share with the desk using the client's actual remote tool.

SD-WAN / Multi-Circuit Monitoring

Review a multi-circuit or SD-WAN site — confirm each circuit is up, failover works, and open the right ISP escalation when a link is down or degraded.

Security Advisory Broadcast

Draft a security advisory going to many clients — new threat, vendor breach, or vulnerability — from verified facts with per-client relevance check.

Security Alert Response

Work an inbound security alert ticket: extract the facts, route to the right client, tier severity, and contain or close with documented reasoning.

Security Defaults vs Conditional Access

Decide whether a tenant should stay on Entra security defaults or migrate to Conditional Access, sequenced so there is never an unprotected gap.

Security Onboarding New Client

Run a new-client security intake: MFA coverage, admin inventory, backup posture, EDR presence, and produce the day-one risk list before an incident.

Security Questionnaire Vendor DDQ

Draft responses to an inbound vendor security questionnaire or DDQ from documented facts only, cite evidence for each, and flag every unknown for review.

Sensitivity Labels

Roll out Microsoft Purview sensitivity labels with a small taxonomy, auto-labeling in simulation, and encryption consequences understood upfront.

Server Decommission Runbook

Safely retire a server — map dependencies, migrate data, clean up DNS, monitoring, backup, wipe, and update docs, with an approval gate before destruction.

Server Patch Windows

Plan and verify per-client server patching — map each server to its maintenance window, sequence reboots correctly, and run post-patch verification passes.

Shared Mailbox Access Guide

Draft reply-ready instructions for an end user to open a shared mailbox they've been granted access to — desktop, web, and mobile paths covered.

Shared Mailbox Creation

Create Exchange Online shared mailboxes: naming, licensing at the 50GB threshold, initial delegation, and documentation for team inboxes.

SharePoint On-Prem

Diagnose on-premises SharePoint Server: search crawl failures, stale results, content-database mounting, and permission inheritance via ULS crawl logs.

SharePoint Site Provisioning

Provision new SharePoint sites and document libraries with site type, permission model, and sharing defaults chosen deliberately not inherited.

Slow Computer

Triage a slow-computer ticket via resource hogs, disk health, startup load, and profile weight, ending with reimage or replace decision criteria.

SOC2 Evidence Collection

Map an auditor's SOC 2 evidence request list to ticket, change, and access evidence, packaging it with citations and honestly flagged gaps.

SOP Builder

Write a standard operating procedure — scope, prerequisites, numbered steps, validation, escalation — from a ticket, a rough doc, or a described process.

SOP Candidate Finder

Sweep recently resolved tickets for documentation-worthy resolutions like recurring fixes and vendor workarounds, ranking SOP and KB article candidates.

SQL Backup and Maintenance

Fix SQL Server backup issues: runaway log growth, FULL vs SIMPLE recovery model, missing log backups, VSS conflicts, and broken point-in-time recovery.

SQL Server Performance

Diagnose SQL Server slowness: blocking, deadlocks, missing indexes, stale statistics, tempdb contention, and parameter sniffing via live wait stats.

SSL Certificate Renewal

Handle SSL and TLS certificate renewals: browser warnings, service certificate expiry, issuer-specific renewal paths, and required service restarts.

SSL Inspection Issues

Diagnose TLS/SSL inspection breakage: pinned apps failing, firewall certificate warnings, apps broken only on corporate networks, and bypass routing.

SSPR Password Reset Guide

Draft reply-ready instructions an end user can follow to reset their own password via self-service password reset without calling the help desk.

SSPR Rollout

Plan and execute Entra self-service password reset: method choices, registration campaign, hybrid writeback checks, and helpdesk-ticket impact.

Stale Device Cleanup

Clean up stale Entra device objects on a last-activity threshold with BitLocker-key-loss warnings, Autopilot exclusions, and disable-before-delete.

Stale Doc Hygiene

Find documentation untouched for 180+ days, test it against current ticket reality, and produce a verification task list of docs to confirm, update, or retire.

Storage Capacity Planning

Turn repeated disk-space alerts into a trend-based capacity forecast per server or NAS — growth rate, projected full date, and expansion options to price.

Supporting Accounting Firms

CPA and accounting firm pack covering Lacerte, ProSeries, and UltraTax software, tax-season freeze windows, and IRS Pub 4557 WISP safeguards.

Supporting Architecture and Engineering Firms

AEC firm pack for AutoCAD, Revit, and Civil 3D support, network license servers, GPU workstations, and submittal-deadline urgency.

Supporting Auto Dealerships

Auto dealership pack covering DMS platforms (CDK, Reynolds, Tekion), OEM tooling, F&I data under FTC Safeguards, and month-end urgency.

Supporting Construction and Field Services

Construction and field-service pack for Procore, Bluebeam, and ServiceTitan, plus rugged tablets, jobsite connectivity, and crew clocks.

Supporting Dental Practices

Dental practice pack covering Dentrix, Eaglesoft, and Open Dental PMS, Dexis-class x-ray sensors, HIPAA, and morning-huddle downtime.

Supporting Financial Services Clients

RIA, broker-dealer, and bank pack covering FINRA/SEC email archiving retention, Orion and Redtail advisory tools, and market-hours urgency.

Supporting Insurance Agencies

Independent insurance agency pack for Applied Epic, EZLynx, and HawkSoft AMS, carrier portals, IVANS downloads, ACORD forms, and E&O trails.

Supporting Legal Firms

Law firm pack covering iManage and NetDocuments DMS, Clio practice management, ethical walls, litigation holds, and court-deadline urgency.

Supporting Logistics and Trucking Clients

Trucking and 3PL pack covering McLeod and Trimble TMS, Samsara and Motive ELDs, DOT/HOS compliance, EDI, and 24/7 dispatch operations.

Supporting Manufacturing Clients

Manufacturing client pack covering the OT/IT boundary, PLC and SCADA hands-off rules, ERP/MES stacks, shift patterns, and line-down urgency.

Supporting Medical Clinics

Medical clinic pack for eClinicalWorks and Athenahealth EMR, e-prescribing, lab interfaces, telehealth, and HIPAA PHI ticket hygiene.

Supporting Municipal Government

City, county, and special-district pack covering public-records email retention, CJIS for PD systems, procurement cycles, and council AV.

Supporting Nonprofits

Nonprofit client pack covering Blackbaud donor CRM, TechSoup and Microsoft grant licensing, board access hygiene, and year-end giving.

Supporting Property Management Clients

Property management pack covering Yardi, AppFolio, and Buildium platforms, tenant portals, owner-tenant data separation, and trust accounting.

Supporting Real Estate Clients

Real estate brokerage and title pack covering Dotloop, SkySlope, MLS and lockboxes, wire-fraud and BEC defense, and agent BYOD sprawl.

Supporting Schools and Education

K-12 school and district pack covering PowerSchool SIS, Canvas LMS, FERPA data hygiene, CIPA filtering, E-Rate, and 1:1 device programs.

Supporting Senior Living Communities

Senior living and skilled-nursing pack covering PointClickCare and MatrixCare EHR/eMAR, nurse-call systems, resident wifi split, and HIPAA.

Switch VLAN and Port Change

Prepare a switch port or VLAN change safely — blast-radius check, agreed change window, and a rollback config saved before anything on the switch changes.

Teams Call Quality

Fix Microsoft Teams call quality: choppy audio, robotic voice, frozen video, and drops via CQD-style device, machine, and network path layer isolation.

Teams Issues

Diagnose Microsoft Teams sign-in loops, meeting join failures, no audio or video, stuck presence, and guest access, with cache reset used sparingly.

Teams Meeting Guide

Draft reply-ready instructions for an end user to join and run a Teams meeting — audio and camera checks, screen sharing, recording basics.

Teams Phone Admin

Configure Microsoft Teams Phone: assign numbers, apply calling and caller-ID policies, and build basic auto-attendants and call queues.

Teams Rooms AV

Fix Microsoft Teams Rooms devices: room account sign-in, camera, mic, display, touch console health, calendar join failures, and restart discipline.

Tenant Onboarding Checklist

Onboard a new Microsoft 365 tenant: GDAP scoping, break-glass accounts, security-defaults-vs-CA decision, admin and licensing inventory.

Ticket Research Copilot

Read-only research sweep for an in-progress ticket: similar resolved tickets, KB, IT Glue and Hudu docs, and live RMM device state as a cited brief.

Transport Rule Management

Inspect, add, or change Exchange Online transport rules safely: document current state, test mode before enforce, and disable instead of delete.

Troubleshooting Ladder

Base skill defining the order every troubleshooting playbook works in — history, documentation, blast radius, versions, verbatim evidence, then branch — and how it closes out.

Veeam Restore Operations

Run Veeam restores end to end: pick file-level, application-item, full-VM, or Instant Recovery, choose the right point, target a safe location, verify.

Vendor Escalation Package

Assemble a third-party vendor support package — environment, repro steps, timeline, diagnostics, contract or entitlement reference — credentials stripped.

VMware vSAN and vMotion

Diagnose VMware vSphere: vSAN health warnings, resync storms, vMotion and DRS migration failures, datastore latency, and APD or PDL via vCenter events.

VoIP Phone Matrix

Diagnose VoIP problems: inbound calls failing, ring group misbehavior, one-way audio, dead phones, provisioning fails, by splitting phone vs site vs trunk.

VPN Connect Guide

Draft reply-ready instructions for an end user to connect to their company VPN using the client's actual VPN software and login flow.

VPN Troubleshooting

Diagnose VPN issues: won't connect, authenticates then no traffic, drops while remote, or can't reach resources by name via a client and DNS matrix.

Vulnerability Report Triage

Triage a CVE, vendor advisory, or researcher disclosure: assess severity vs exploitability, check affected assets, and plan patch or mitigation steps.

Warranty and EOL Report

Build an aging-fleet report for a client — end-of-life operating systems, old hardware, and warranty status where a source exposes it, for lifecycle risk.

Wi-Fi & Network Troubleshooting

Diagnose Wi-Fi and LAN issues: slow or dropping Wi-Fi, connection failures, dead zones, and internet-down reports by laddering user to AP to site scope.

WiFi Connect Guide

Draft reply-ready instructions for an end user connecting a work device to wifi — office network, home network, and captive-portal awareness.

WiFi Heatmap / Site Survey Request

Decide when a wireless problem warrants a heatmap or site survey, and capture the site information needed to commission one without a return visit.

WiFi Infrastructure Audit

Audit a wireless estate — AP inventory per site, coverage complaints from ticket history, firmware posture, and a guest-network isolation check per client.

Windows 11 Migration Issues

Handle post-upgrade Windows 11 migration tickets: driver regressions, reset default apps, missing printers, moved features, with rollback window checked.

Windows Hello for Business

Deploy or troubleshoot Windows Hello for Business: prerequisites by join type, tenant-wide vs targeted enablement, and hybrid on-prem access issues.

Windows Profile Corruption

Fix Windows profile corruption and temporary-profile logons: confirm via profile-service event IDs, choose repair vs rebuild, and preserve user data first.

Windows Update Client Failures

Diagnose Windows Update client failures: 0x8024xxxx and 0x800Fxxxx errors, update loops and rollbacks, and stuck scans across WU, WSUS, and Intune sources.

Working From Home Checklist

Draft a reply-ready remote-work setup checklist for an end user — connectivity, VPN, phone, and how to get help — tailored to the client's stack.

WSUS Patching Infrastructure

Diagnose WSUS server-side issues: clients not checking in, 0% downloads, console crashes, unapproved-but-never-arriving updates, and database bloat.

Zero-Day Emergency Response

Coordinate an emergency response to an actively exploited zero-day: count each client's exposure, apply mitigations, and communicate the same night.