1. User can not access Website/Application
1.1. Has the application or Internet/Website ever worked?
1.1.1. Yes
1.1.1.1. Is the application or Internet/Website working for the user's colleague?
1.1.1.1.1. Yes
1.1.1.1.2. No
1.1.2. No
1.1.2.1. Refer user to service request process if there is a valid business justification to access the website. (QSC Online -> Web Proxy Services) "Use this request to Block or Unblock a website, Modify Filters, or Update Proxy Profile"
1.2. What is the verdict on Policy tester in Umbrella portal
1.2.1. Blocked
1.2.1.1. URL is blocked as per existing policy. Refer user to service request process if there is a valid business justification to access the website. (QSC Online -> Web Proxy Services) "Use this request to Block or Unblock a website, Modify Filters, or Update Proxy Profile"
1.2.2. Allowed
1.2.2.1. Create an incident and assign to Fujitsu as the issue is isolated to 1 user and would appear to be individual machine related.
1.3. A user reports that he/she is unable to access all websites
1.3.1. What is the status of https://status.umbrella.com/#/
1.3.1.1. Operating normally
1.3.1.1.1. Create an incident and assign to Fujitsu to investigate on the desktop level
1.3.1.1.2. Create an incident and assign to TLS-Service Integrator
1.3.1.2. Service Degraded
1.3.1.2.1. Create an incident and assign to TLS-Service Integrator
1.4. Is the website/application accessed via non-standard ports? standard ports : 80, 443
1.4.1. Yes
1.4.1.1. Firewall Change Request - Refer to firewall team to confirm if required ports are blocked and allow if required.
1.4.2. No
1.4.2.1. Is the website/application IP restricted (only approved IP's can access it)?
1.4.2.1.1. Yes
1.4.2.1.2. No
1.4.2.1.3. Not Sure
1.4.3. Not Sure