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    GOOD Troubleshooting

    Comments

    Good Email Certificate Not Working

    KBA-01261-P5J5R0

    1. Open your VA Outlook Email.

    1. Enter the user’s name in the To field.
    2. Right click on the name and choose “Add to Outlook contacts”.
    3. When the window is displayed, click on “Certificates”.
    4. View the certificates…if there are numbers behind the certificate, it is a PIV certificate.
    ***Note**** PIV certificates are not exportable, so, they can’t be imported.
    Scenario: What to do when not all your expected email is received

    SCENARIO

    End user email not coming in completely or appears stuck

    CREATE NEW TICKET

    1. The VA MSD receives communication from a customer stating they need assistance with getting email to device or not all emails coming to device.
    2. Tier 1 (T1) will create an INCIDENT ticket
      1. Category --- VA Mobile App
      2. Device Type --- required
      3. Serial Number --- required
      4. EE Number --- required
      5. Subject --- Good Email
      6. Location --- required
      7. Description
        • Include room number or location in facility
        • Include if this happens often in the same location/network
        • Include if this happens to multiple users, or the single individual
        • Include the name of the connection

    TIER 1 SHOULD BE ABLE TO RESOLVE THIS ISSUE

    https://vacloud.us/groups/ops/wiki/0b802/What_To_Do_When_Email_Is_Not_Coming_In_Competely.html

    1. If all went well, the ticket should be RESOLVED
      • Confirm with the customer the issue has been resolved.

    RESOLVE TICKET

    1. T1 will RESOLVE the ticket
      1. RESOLUTION --- Resolved in accordance with KBA
        • Link this KBA to the ticket: KBA-01166-N1J0M1
      2. ROOT CAUSE --- Device Mobile App