Audience:
The target audience for this course is Lotus Notes 8 first-level Help Desk support representatives ready to become second-level support representativesLotus Notes 8 first-level Help Desk support representatives ready to become second-level support representatives
Prerequisites:
The prerequisites for this course include the IBM e-learning course entitled Help Desk Fundamentals for IBM® Lotus®
Domino® 8(N8555), or equivalent knowledge, skills, and experience.the IBM e-learning course entitled Help Desk
Fundamentals for IBM® Lotus® Domino® 8(N8555), or equivalent knowledge, skills, and experience
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Topics covered:
This course covers the following topics:
Lesson 1: Introducing Help Desk Troubleshooting Resources
Topic 1A: Using IBM® Lotus® Online Support Resources
IBM Lotus Product Information on the Web
The IBM Lotus Support Services Web Site
How to Use IBM Lotus Support Resources
Topic 1B: Starting IBM® Lotus® Domino® Administrator
The IBM Lotus Domino Administrator Client
The IBM Lotus Domino Administrator Interface
Topic 1C: Investigating Basic IBM® Lotus® Domino® Administrator Tasks
IBM Lotus Domino Administrator Tabs
The Person Document
Groups
Tasks on the People & Groups Tab
Tasks on the Files Tab
Tasks on the Server Tab
Tasks on the Messaging Tab
Tasks on the Replication Tab
Tasks on the Configuration Tab
IBM Lotus Domino Directory Documents
Lesson 2: Managing the User's Workstation
Topic 2A: Diagnosing Problems with Deploying Welcome Pages
Deploying Welcome Pages
Policy Documents
Policy Settings Documents
Organizational and Explicit Policies
Multiple Policies and Effective Policies
The Policy Precedence System
Static and Dynamic Settings
Explicit Policy Assignment Methods
Policy Management Tools
How to Diagnose Problems with Deploying Welcome Pages
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Topic 2B: Breaking Down the IBM® Lotus Notes® Client
Important IBM Lotus Notes Client Files
Syntax Used in the Default Notes Initialization File
Notes.ini Problems
How to Break Down the IBM Lotus Notes Client
Topic 2C: Enabling Multiple Users to Share a Workstation
Methods for Sharing an IBM Lotus Notes Workstation
Using the IBM Lotus Notes Client for Multi-User Installations
The Multi-User Installation Process
The Manual Multi-User Configuration Process
How to Manually Set Up Multiple Users to Share a Workstation
Topic 2D: Recovering User IDs
Planning for ID File Backup and Recovery
Preparing for ID File Recovery
The ID Recovery Process
Password and ID Troubleshooting Hints and Tips
How to Recover Users IDs or Passwords
Lesson 3: Managing Server and Database Security Issues
Topic 3A: Diagnosing Server Access Problems
Server Access Restrictions
The Role of Groups
Server Access Troubleshooting Hints and Tips
How to View Group Memberships
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Topic 3B: Determining Users' Effective Access to a Database
Mechanisms to Restrict Database Access
The Database Access Control List
Database ACL Access Levels
Anonymous Access
Verifying Database Access
Database Roles
Characteristics of Database Roles
Effective Access to a Database
Execution Control Lists
Database Access Troubleshooting Hints and Tips
How to Determine a User’s Effective Access to a Database
Lesson 4: Managing User Database Issues
Topic 4A: Refreshing or Replacing a Database Design
Refreshing the Design Documents in a Database
Replacing the Design Documents in a Database
How a Refresh or Replace Affects Database Design Elements
How to Refresh or Replace a Database Design
Topic 4B: Compacting a Local Database
Methods for Managing Database Size
Compacting a Database
How to Compact a Local Database
Topic 4C: Archiving Database Documents
When to Archive Database Documents
When to Archive Mail Messages
Criteria for Archiving an Active Database
Archiving Tasks and Options
How to Archive Database Documents
Topic 4D: Diagnosing Problems with Mail Archiving Policies
How to Diagnose Problems with Mail Archiving Policies
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Lesson 5: Troubleshooting Mail Routing and Delivery
Topic 5A: Introduction to Mail Routing
Mail Routing
IBM Lotus Domino Named Networks
Mail Routing Within and Between IBM Lotus Domino Named Networks
Mail Routing Protocols
Mail Routing Components
Mail Settings that Affect Routing
The Mail Routing Process
Topic 5B: Responding to Mail Delivery Failure
Categories of Delivery Problems
Causes of Delivery Problems
Denial-of-Service Attacks
Mail Delivery Reports
Mail Troubleshooting Hints and Tips
How to Respond to Mail Delivery Failure
Topic 5C: Viewing Pending and Dead Mail
Pending Mail
Undeliverable and Dead Mail
The Delivery Failure Process
How to View Pending and Dead Mail
Topic 5D: Tracing Mail Delivery
Determining a Valid Path to a Mail Recipient
How to Trace Mail Delivery
Topic 5E: Tracking Mail
Message Tracking
The Message Tracking Store Database
Mail Delivery Status Categories
How to Track Mail
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Lesson 6: Troubleshooting IBM® Lotus Notes® Mail Issues
Topic 6A: Troubleshooting Contacts
Troubleshooting Contacts Issues
How to Replace the Contacts Design
Topic 6B: Troubleshooting Directory Catalogs
Common Directory Catalog Problems
How to Verify Directory Catalog Policy Settings
Topic 6C: Securing Mail Messages
IBM Lotus Notes Mail Security Mechanisms ublic and Private Encryption Keys
Digital Signatures
S/MIME
IBM Lotus Notes Mail Security Troubleshooting Hints and Tips
How to Secure Mail Messages
Topic 6D: Troubleshooting Mail, Schedule, and Calendar Delegation
How to Troubleshoot Mail, Calendar, and Schedule Delegation
Topic 6E: Troubleshooting the Out of Office Notification Service
Access to the Out of Office Service
Hints and Tips for Troubleshooting the Out of Office Service
How to Troubleshoot the Out of Office Service
Lesson 7: Troubleshooting Replication
Topic 7A: Creating and Encrypting an Application Replica
Encrypting a Local Replica
Topic 7B: Setting Replication Options
Selective Replication Options
Application Replication Options
How to Set Replication Options
Topic 7C: Diagnosing Application Replication Problems
Factors that Affect Replication
How to Diagnose Application Replication Problems
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Topic 7D: Resolving Replication Conflicts
Replication and Save Conflicts
How IBM Lotus Notes Treats Replication Conflicts
How IBM Lotus Notes Treats Save Conflicts
Methods to Resolve a Conflict
Ways to Prevent Replication and Save Conflicts
Alternate Replica Sources
How to Resolve Replication Conflicts
Topic 7E: Troubleshooting Replication
Hints and Tips for Troubleshooting Database-Related Replication Issues
Hints and Tips for Troubleshooting Server-Related Replication Issues
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.