SharePoint Support Configuration Items
Hello, I am looking for a detailed, best practice listing of SharePoint configuration items (CI's) for our support ticketing system. For those who don't know, a CI or Configuration Items outline the support path for problem ticketing system. Some companies map out their own however I was curious if their was any best practice provided by Microsoft in place for general SharePoint items. For instance, an example of a configuration item could be e.g. 'SharePoint-Site-Error-Webpart', or 'SharePoint-WebApp-ContentDB', or 'SharePoint-Site-Issue-Permissions', etc... Thank you in advance for any links or resources to creating or leveraging any in-place existing CI's.
October 13th, 2010 2:15am

It would be quite difficult to outline a clear support path for problems in SharePoint (even when I was working in Microsoft as a SharePoint Support Engineer). Most of the time the end result/error that was displayed or where it was displayed has nothing to do with the real root cause. For example, to get Anonymous access to work, you have to configure both at site collection level and web app level, then the following wouldn't make much sense. It could even be misleading and time wasting during initial troubleshooting. - SharePoint - WebApp - Anonymous Access - SharePoint - Site - Anonymous Access In my opinion, it would be more helpful for the support engineers to know which 'fucntional area' of SharePoint that support ticket is related to. eg. - Alert (back in SPS2003, we seperated that into WSS Alert and Portal Alert) - Search - People - Search - Scope - Search - SecurityTrimming - Search - Ranking - Anonymouse Access - PeoplePicker - TimeOut - PeoplePicker - UserNotFound - Permissions - Authentication - Credential Prompt - Permissions - Authentication - Access Denied .. Cheers, Allen Wang | http://blogs.msdn.com/allenwang
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May 15th, 2011 9:30pm

Hello Alan, thank you I appreciate your response. What you have outlined is helpful and is something we are similarly putting into place. I have found this area appears to be an untouched area. Most companies have their own methods and/or have to create their own. After taking on a position where I have to manage SharePoint end-to-end, I realize this area is a potential niche area to address. Similar to defined meta data that can be acquired, a general SharePoint support configuration item path should be defined as well.SharePoint Solution Architect | MCTS
May 16th, 2011 10:47am

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