Support Utilisateurs Lotus Notes 8

Plan de cours officiel IBM N8360FR

Durée : 2 Jours.

Description : This course is for IBM Lotus Domino first-level Help Desk representatives ready to become first-level Help Desk representatives. It is the most recent course in the Lotus Notes product line training for intermediate-level information.

Participants :

Compétences requises : The prerequisite for this course is the IBM e-learning course entitled Help Desk Fundamentals for IBM Lotus Domino 8, or equivalent knowledge, skills, and experience.

Méthode et moyens pédagogiques : Cours magistral avec démonstrations et manipulation de l'environnement IBM Lotus Domino Administrateur V8.5.

Objectifs : 

• Use Help Desk troubleshooting resources.
• Manage user workstations.
• Identify server and database security issues.
• Manage user database issues.
• Troubleshoot mail routing and delivery.
• Troubleshoot IBM Lotus Notes mail issues.
• Troubleshoot replication.

Contenu du cours

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 and 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
• 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
• 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

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

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
• Public 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
• 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