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Network Latency Issue
Wi‑Fi Connectivity Problems
Firewall Rule Request
Server Downtime Incident
Storage Capacity Issue
System Performance Issue
Operating System Crash
Computer Boot Issues
Printer Malfunction
Account Lockout / Password Reset
Suspicious Activity Investigation
Access Request Approval
Application Issue
Email Delivery Problems
Web Portal Access Error
Database Backup Failure
Performance Tuning Request
Database Connection Errors
Cloud Service Outage
VM Provisioning Problem
Backup & Restore Issues
Subjective (S)
Common Issues:
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User reports Outlook is stuck on loading; unable to access email despite reboot attempts.
User reports repeated Wi‑Fi disconnections, impairing productivity across several intervals.
System intermittently freezes during normal operations within standard applications.
User confirms login failure persists even after successful password reset via self‑service portal.
Default network printer unavailable post‑reboot; no error prompt displayed.
Client confirms VPN disconnects consistently within 10–15 minutes of session initiation.
Objective (O)
Common Observations:
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Active Directory shows account locked; most recent logon attempt originated from decommissioned device.
Application consistently crashes at launch; crash logs captured with repeatable trigger steps.
Ping tests to default gateway reveal 20% packet loss; trace confirms route instability.
System Event Viewer logs multiple kernel‑power critical events; uptime irregular.
Device status offline in RMM tool; last heartbeat recorded over 24 hours prior.
Printer driver unresponsive to job queue; spooler service running but not processing jobs.
Assessment (A)
Common Assessments:
-- Add Common Assessment --
Account lockouts linked to retained credentials on an unmanaged or mobile device.
Intermittent connectivity caused by client device roaming between access points with poor overlap.
Crash behavior isolated to outdated application version and corrupted user profile artifacts.
Printer driver conflict introduced by recent Windows update; legacy driver unsupported.
High background CPU usage from scheduled indexer and sync operations affecting responsiveness.
Local network instability traced to faulty switch port or misconfigured VLAN trunking.
Plan (P)
Common Plans:
-- Add Common Plan --
Account unlocked; user instructed to reboot all connected devices to refresh authentication tokens.
Credential manager cleared; device rejoined to domain and policy sync initiated.
Engaged Network team; AP signal mapping and interference analysis scheduled with user availability.
Printer driver removed and replaced with latest vendor version; test print successful post‑deploy.
System reimage and user data backup scheduled; timeline coordinated with user to minimize impact.
Remote session initiated; patch applied; system behavior monitored to validate resolution.
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