The main purpose of offering telephone support in English for international incidents is to provide professional and global assistance for the LAN Party, especially when participants or sponsors come from different countries.
Efficiency: Using a common language prevents misunderstandings that could lead to technical errors or hardware damage.
Customer Satisfaction: Immediate support in the user’s language improves the event’s reputation and user experience.
Technical Standardization: Most technical terms and documentation are in English, making communication more precise.
INCIDENT REPORT / TROUBLE TICKET
1. USER INFORMATION
- Full Name: Laura Müller
- Employee ID: D6624L (spelled phonetically: Delta Six Six Two Four Lima)
- Location: Vienna Office (Airport Terminal)
2. INCIDENT DETAILS
- Device/Service: VPN / Remote Access
- Error Code: 809
- Description of Problem: The user is unable to establish a VPN connection from the public Wi-Fi at the airport terminal. The connection fails with Error 809 due to the local network firewall blocking the necessary VPN protocol.
- Environment: Public (Airport Terminal Wi-Fi)
3. RESOLUTION / ACTION TAKEN
- Root Cause: Airport terminal public Wi-Fi firewall is blocking the VPN protocol.
- Solution Provided: Provided the user with a new Gateway IP address to circumvent the firewall restriction and restore VPN access.
- New Gateway IP: 192.168.100.55 (One Nine Two dot One Six Eight dot One Zero Zero dot Five Five)
4. STATUS
Resolved
Escalated
✅Pending (awaiting user confirmation after testing the new gateway)
