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1Pick your decision treeWe have decision trees for:

- internet issue
- desktop issue		Internet issue[2],Desktop issue[12]Internet issue[2]Desktop issue[12]
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2SoftwareWhat's the latest software they're using? If they don't know you'll need to create an IT request to get the latest known software. Next[3], Create an IT Request[8]Next[3]Create an IT Request[8]
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3Serial NumberAsk them to provide the serial number of the device. Next[4], Cannot find Serial Number[9], Create a Ticket[6]Next[4]Cannot find Serial Number[9]Create a Ticket[6]
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4Other DeviceDo they have another device they can use in the meantime?Yes[6], No[7]Yes[6]No[7]
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5SolvedAsk the user if there's anything else you can help with!

***Remember to thank them for their time***
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6Create a TicketCreate a support ticket for the user
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7Send replacementCreate a support ticket for the user, and send a replacement laptop
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8Create an IT RequestContact IT to request the last software update on the device.
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9Cannot find Serial NumberTo find the serial number of the device, they'll need to do one of the following things:

- Look on the battery of the laptop
- Look on the left side of the laptop
- Look to the right of the power button

<p><img src="https://cdn.shopify.com/s/files/1/2384/7209/files/toshiba-serial-number_grande.jpg" width=300 /> </p>

If they are still unsure, proceed without the information.		Next[4]Next[4]
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