Lotus Notes

N8360 Help Desk Basic Troubleshooting BM Lotus Notes Domino 8

Course Length: 2 days

Course Objective: You will perform basic Help Desk troubleshooting tasks to resolve second-level support issues for users running IBM® Lotus Notes® 8.

Prerequisites: The prerequisite for this course is the IBM e-learning course entitled Help Desk Fundamentals for IBM® Lotus® Domino® 8, or equivalent knowledge, skills, and experience..

Performance-Based Objectives

Upon successful completion of this course, students will 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 Content

Lesson 1: Introducing Help Desk Troubleshooting Resources

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

Topic 1B: Starting IBM® Lotus® Domino® Administrator

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

Lesson 2: Managing the User's Workstation

Topic 2A: Diagnosing Problems with Deploying Home Pages

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

Topic 2C: Enabling Multiple Users to Share a Workstation

Topic 2D: Recovering User IDs

Lesson 3: Managing Server and Database Security Issues

Topic 3A: Diagnosing Server Access Problems

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

Lesson 4: Managing User Database Issues

Topic 4A: Refreshing or Replacing a Database Design

Topic 4B: Compacting a Local Database

Topic 4C: Archiving Database Documents

Topic 4D: Diagnosing Problems with Mail Archiving Policies

Lesson 5: Troubleshooting Mail Routing and Delivery

Topic 5A: Introduction to Mail Routing

Topic 5B: Responding to Mail Delivery Failure

Topic 5C: Viewing Pending and Dead Mail

Topic 5D: Tracing Mail Delivery

Topic 5E: Tracking Mail

Lesson 6: Troubleshooting IBM® Lotus Notes® Mail Issues

Topic 6A: Troubleshooting Contacts

Topic 6B: Troubleshooting Directory Catalogs

Topic 6C: Securing Mail Messages

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

Topic 6E: Troubleshooting the Out of Office Notification Feature

Lesson 7: Troubleshooting Replication

Topic 7A: Creating and Encrypting an Application Replica

Topic 7B: Setting Replication Options

Topic 7C: Diagnosing Application Replication Problems

Topic 7D: Resolving Replication Conflicts

Topic 7E: Troubleshooting Replication

Appendix A: Lesson Lab Solutions and Answers to Frequently Asked Help Desk Questions

Appendix B: Bibliography

Appendix C: Help Desk Troubleshooting Hints and Tips

Appendix D: The Worldwide Corporation Infrastructure Plan

Appendix E: Instructor Preparation