Knowledge_Base.json

{
  "knowledge_base": [
    {
      "id": "HW001",
      "category": "Hardware",
      "question_variations": [
        "My printer is not working.",
        "I can't print my documents.",
        "The office printer is offline.",
        "How do I fix a printer jam?"
      ],
      "keywords": ["printer", "print", "jam", "offline", "not working", "paper jam"],
      "answer": "If your printer is not working, please try these steps first:\n1. **Check Power and Connections:** Ensure the printer is turned on and all cables are securely connected to both the printer and the wall outlet/computer.\n2. **Check for Paper Jams:** Open all printer covers and carefully remove any jammed paper. Follow the instructions on the printer's screen if available.\n3. **Restart the Printer and Computer:** Turn the printer off, wait 30 seconds, and then turn it back on. It is also a good idea to restart your computer, as this can clear the print queue.\n4. **Check Ink/Toner Levels:** Ensure the printer has sufficient ink or toner. Replace cartridges if they are low or empty.\n5. **Check Print Queue:** On your computer, open the print queue to see if there are any stuck jobs. Cancel any old or errored print jobs before trying to print again.\nIf these steps do not resolve the issue, please raise a ticket with the specific printer model and the exact error message displayed."
    },
    {
      "id": "HW002",
      "category": "Hardware",
      "question_variations": [
        "My second monitor is not detected.",
        "My display isn't working.",
        "How do I set up a second screen?",
        "External monitor has no signal."
      ],
      "keywords": ["monitor", "display", "screen", "not detected", "second monitor", "external display", "no signal"],
      "answer": "If your external monitor is not being detected, please follow these steps:\n1. **Check Cable Connections:** Ensure the HDMI, DisplayPort, or USB-C cable is securely plugged into both the laptop/docking station and the monitor. A loose cable is the most common issue.\n2. **Check Monitor Power:** Make sure the monitor is plugged into a working power outlet and turned on. Check that the power light is illuminated.\n3. **Select the Correct Input Source:** Use the buttons on the monitor to cycle through the input sources (e.g., HDMI 1, HDMI 2, DisplayPort) and select the one your computer is connected to.\n4. **Extend Your Display:** On your Windows computer, press `Windows Key + P` and select 'Extend'. On a Mac, go to 'System Settings' > 'Displays' and ensure the monitor appears. You may need to click 'Detect Displays'.\n5. **Update Graphics Drivers:** An outdated graphics driver can cause display issues. Please check for updates via Windows Update or the manufacturer's support website.\nIf the issue persists, try a different cable or a different port on your computer if available."
    },
    {
      "id": "HW003",
      "category": "Hardware",
      "question_variations": [
        "My keyboard is not typing.",
        "The mouse is not moving.",
        "My wireless keyboard is unresponsive."
      ],
      "keywords": ["keyboard", "mouse", "unresponsive", "not working", "dongle", "bluetooth"],
      "answer": "If your keyboard or mouse is not working, try these steps:\n1. **For Wired Devices:** Unplug the USB cable and plug it into a different USB port on your computer or docking station.\n2. **For Wireless Devices:**\n   - **Check Batteries:** Replace the batteries with a fresh set.\n   - **Reconnect Dongle:** If it uses a USB dongle, unplug it and plug it back in. Try a different port.\n   - **Reconnect Bluetooth:** Go to your Bluetooth settings, remove or 'forget' the device, and then pair it again.\n3. **Restart Your Computer:** A full reboot can often resolve driver-related issues that cause peripherals to stop working.\n4. **Test on Another Computer:** If possible, test the keyboard or mouse on another computer to see if the issue is with the device itself.\nIf the device is confirmed to be faulty, please raise a ticket to request a replacement."
    },
    {
        "id": "HW004",
        "category": "Hardware",
        "question_variations": [
          "My laptop is not charging.",
          "The battery isn't charging.",
          "Power adapter issue."
        ],
        "keywords": ["laptop", "battery", "charging", "power adapter", "not charging"],
        "answer": "If your laptop is not charging, please perform these checks:\n1. **Check All Connections:** Ensure the power adapter is securely plugged into the wall outlet and the charging port on the laptop. Check that any modular cable connections on the power brick itself are secure.\n2. **Try a Different Outlet:** Plug the power adapter into a different wall outlet that you know is working to rule out a faulty socket.\n3. **Inspect the Cable:** Check the entire length of the charging cable and power adapter for any signs of physical damage, like fraying or bent pins.\n4. **Restart the Laptop:** Sometimes a software glitch can prevent the battery from charging. Restart your laptop and see if it begins to charge.\nIf the laptop still does not charge, please raise a ticket with your laptop model number."
      },
      {
        "id": "HW005",
        "category": "Hardware",
        "question_variations": [
          "My webcam is not working.",
          "Camera is not detected in Teams/Zoom.",
          "Video is black in meetings."
        ],
        "keywords": ["webcam", "camera", "video", "teams", "zoom", "not detected"],
        "answer": "If your webcam is not working in applications like Teams or Zoom, follow these steps:\n1. **Check for a Physical Shutter:** Many laptops have a physical privacy shutter. Make sure it is slid open to reveal the camera lens.\n2. **Check App Permissions:** In Windows, go to 'Settings' > 'Privacy' > 'Camera'. Ensure 'Allow apps to access your camera' is on, and that the specific app (e.g., Teams) has permission. On a Mac, check 'System Settings' > 'Privacy & Security' > 'Camera'.\n3. **Restart the Application:** Completely close the video conferencing application and restart it.\n4. **Check for a Function Key:** Some laptops have a function key (e.g., F8 or F10) that enables/disables the camera. Try pressing this key.\n5. **Update Drivers:** Go to Device Manager in Windows, find your camera under 'Cameras' or 'Imaging devices', right-click and select 'Update driver'."
      },
      {
        "id": "HW006",
        "category": "Hardware",
        "question_variations": [
          "My docking station isn't working.",
          "USB ports on my dock are dead.",
          "Dock isn't connecting to my laptop."
        ],
        "keywords": ["docking station", "dock", "usb-c", "thunderbolt", "ports"],
        "answer": "If your docking station is having issues, try these troubleshooting steps:\n1. **Power Cycle the Dock:** Unplug the docking station from both the wall outlet and your laptop. Wait for 30 seconds, then plug it back into the wall outlet first, and then reconnect it to your laptop.\n2. **Check the Laptop Connection:** Ensure the USB-C or Thunderbolt cable is securely connected to the correct port on your laptop. Some laptops have multiple USB-C ports, but only specific ones support docking stations.\n3. **Restart Your Laptop:** With the dock connected, restart your laptop. This can force the drivers to re-initialize.\n4. **Update Dock Firmware/Drivers:** Visit the manufacturer's website (e.g., Dell, HP, Lenovo) and use your laptop's service tag to find and install the latest drivers and firmware for your specific docking station model."
      },
      {
        "id": "HW007",
        "category": "Hardware",
        "question_variations": [
          "The fan on my laptop is very loud.",
          "My computer is overheating.",
          "Fan is running constantly."
        ],
        "keywords": ["fan", "loud", "noise", "overheating", "hot"],
        "answer": "If your laptop's fan is constantly running or is very loud, it's often a sign of overheating. Here's what you can do:\n1. **Ensure Proper Ventilation:** Do not use your laptop on soft surfaces like a bed or couch, which can block airflow. Use it on a hard, flat surface like a desk.\n2. **Check Task Manager:** Press `Ctrl+Shift+Esc` to open Task Manager. Look for any applications using a high percentage of the CPU. If you find one, it may be the cause. Try closing it.\n3. **Restart the Laptop:** A restart can close stuck background processes that may be causing high CPU usage.\n4. **Clean the Vents:** If you are comfortable doing so, use a can of compressed air to gently blow dust out of the laptop's air vents. Do this while the laptop is turned off.\nIf the problem persists, please raise a ticket as there may be an internal hardware issue."
      },
      {
        "id": "HW008",
        "category": "Hardware",
        "question_variations": [
          "There is no sound from my computer.",
          "I can't hear any audio.",
          "Headphones are not working."
        ],
        "keywords": ["audio", "sound", "no sound", "headphones", "speakers"],
        "answer": "If you have no audio, please check the following:\n1. **Check Volume and Mute:** Make sure the system volume is not muted or set to zero. Check the volume slider in the taskbar and also any physical volume buttons on your keyboard or headphones.\n2. **Check the Correct Playback Device:** Right-click the speaker icon in the taskbar, select 'Sound settings', and ensure the correct output device (e.g., 'Speakers (Realtek Audio)' or your headphones) is selected as the default.\n3. **Test with Headphones:** If you're using speakers, plug in a pair of headphones to see if you get sound. This helps determine if the issue is with the speakers or the system.\n4. **Restart Your Computer:** A reboot can often fix audio driver glitches.\n5. **Update Audio Drivers:** Go to Device Manager, find your audio device under 'Sound, video and game controllers', right-click and select 'Update driver'."
      },
      {
        "id": "HW009",
        "category": "Hardware",
        "question_variations": [
          "My laptop battery is draining very fast.",
          "The battery life is very short.",
          "How to improve battery performance?"
        ],
        "keywords": ["battery", "draining", "short life", "power", "charge"],
        "answer": "To improve your laptop's battery life, you can try the following:\n1. **Reduce Screen Brightness:** The display is one of the biggest power consumers. Lowering the brightness can significantly extend battery life.\n2. **Use the 'Better Battery' Power Mode:** Click the battery icon in the Windows taskbar and move the slider to 'Better Battery' or 'Battery Saver'.\n3. **Close Unused Applications:** Background applications, especially those that use the internet or graphics, consume power. Close anything you're not using.\n4. **Check Battery Usage by App:** In Windows, go to 'Settings' > 'System' > 'Battery' to see which apps are consuming the most power. \n5. **Run a Battery Health Report:** Open Command Prompt as an administrator and type `powercfg /batteryreport`. This will generate a report in your user folder that shows the design capacity versus the current full charge capacity of your battery. If the capacity has significantly degraded, you may need a replacement."
      },
      {
        "id": "HW010",
        "category": "Hardware",
        "question_variations": [
          "I need a new laptop.",
          "How do I request a hardware refresh?",
          "My computer is old and needs replacing."
        ],
        "keywords": ["laptop", "computer", "refresh", "new", "request", "replacement"],
        "answer": "Hardware refreshes are typically done on a scheduled cycle (e.g., every 3-4 years). You will be contacted by the IT department when you are eligible for a new device.\nIf your computer is experiencing significant performance issues that are impacting your ability to work and it is outside the normal refresh cycle, your manager can submit a request for an early refresh. This request must include a detailed business justification explaining why a replacement is necessary. The request will be reviewed by IT and senior management for approval."
      },
    {
      "id": "SW001",
      "category": "Software",
      "question_variations": [
        "Microsoft Excel keeps crashing.",
        "My application is not responding.",
        "How do I fix an app that freezes?",
        "Outlook is stuck on 'Loading Profile'."
      ],
      "keywords": ["software", "crash", "freezing", "not responding", "application", "Excel", "Outlook", "hangs"],
      "answer": "If an application is crashing or freezing, please try these general troubleshooting steps:\n1. **Close and Reopen:** Close the application completely. Use Task Manager (`Ctrl+Shift+Esc`) on Windows or Force Quit (`Cmd+Option+Esc`) on Mac if necessary. Wait a few seconds before reopening it.\n2. **Restart Your Computer:** A simple restart can resolve many temporary software conflicts and clear memory issues.\n3. **Check for Updates:** Ensure both the application and your operating system (Windows/macOS) are fully updated. Out-of-date software is a common cause of instability.\n4. **Run Repair Tool (for Microsoft Office):** Go to 'Apps & Features' in Windows Settings, find the Microsoft 365 or Microsoft Office suite, select 'Modify', and choose 'Quick Repair'.\nIf the problem continues, please note any specific error messages and raise a ticket detailing what you were doing when the crash occurred."
    },
    {
      "id": "SW002",
      "category": "Software",
      "question_variations": [
        "How do I request new software?",
        "I need a license for Adobe Photoshop.",
        "Can I get a new application installed?"
      ],
      "keywords": ["request", "software", "install", "new application", "license"],
      "answer": "To request new software, please raise a ticket through the IT self-service portal. In the ticket, you must include:\n1. **Software Name and Version:** The specific application you need (e.g., Adobe Photoshop 2024).\n2. **Business Justification:** A detailed explanation of why you need this software for your role, the specific tasks you will perform with it, and the project it will be used for.\n3. **Manager Approval:** Please note if your manager has approved this request. In most cases, we will require an email confirmation from your manager.\nAll software requests are subject to review for business need, security compliance, and licensing availability. Please allow 3-5 business days for the approval process."
    },
    {
        "id": "SW003",
        "category": "Software",
        "question_variations": [
          "How do I clear my browser cache?",
          "The website isn't loading correctly.",
          "How to delete cookies?"
        ],
        "keywords": ["browser", "cache", "cookies", "chrome", "edge", "firefox", "clear"],
        "answer": "Clearing your browser's cache and cookies can resolve many website loading and formatting issues.\n**For Google Chrome:**\n1. Press `Ctrl+Shift+Del`.\n2. In the 'Clear browsing data' window, select the 'Advanced' tab.\n3. Set the 'Time range' to 'All time'.\n4. Check the boxes for 'Cookies and other site data' and 'Cached images and files'.\n5. Click 'Clear data'.\n**For Microsoft Edge:**\n1. Press `Ctrl+Shift+Del`.\n2. Set the 'Time range' to 'All time'.\n3. Check 'Cookies and other site data' and 'Cached images and files'.\n4. Click 'Clear now'.\nAfter clearing the data, close and reopen your browser."
      },
      {
        "id": "SW004",
        "category": "Software",
        "question_variations": [
          "How do I uninstall an application?",
          "I need to remove a program.",
          "Uninstalling software."
        ],
        "keywords": ["uninstall", "remove", "application", "program", "software"],
        "answer": "To uninstall an application from your Windows computer:\n1. Open the 'Settings' app.\n2. Go to 'Apps' > 'Apps & features'.\n3. Scroll through the list to find the application you want to remove.\n4. Click on the application and then click the 'Uninstall' button.\n5. Follow the on-screen prompts to complete the uninstallation.\nNote: You may need administrator privileges to uninstall certain applications. If you are prompted for an admin password, please raise a ticket with IT Support."
      },
      {
        "id": "SW005",
        "category": "Software",
        "question_variations": [
          "My Outlook search is not working.",
          "Search isn't finding emails I know are there.",
          "How to fix Outlook search?"
        ],
        "keywords": ["outlook", "search", "not working", "indexing", "find emails"],
        "answer": "If Outlook search is not returning results, the search index may be corrupted. Here's how to rebuild it:\n1. In Outlook, go to 'File' > 'Options' > 'Search'.\n2. Click on 'Indexing Options...'.\n3. In the new window, click the 'Advanced' button.\n4. In the 'Troubleshooting' section, click the 'Rebuild' button.\n5. Click 'OK' to confirm. Indexing will run in the background and can take a significant amount of time, depending on the size of your mailbox. You can continue to use Outlook, but search results will be incomplete until the process is finished."
      },
      {
        "id": "SW006",
        "category": "Software",
        "question_variations": [
          "How to set up an out-of-office reply?",
          "Automatic replies in Outlook.",
          "Going on vacation, need to set up email response."
        ],
        "keywords": ["outlook", "out of office", "ooo", "automatic reply", "vacation"],
        "answer": "To set up an automatic 'Out of Office' reply in Outlook:\n1. In Outlook, go to 'File' > 'Automatic Replies (Out of Office)'.\n2. Select 'Send automatic replies'.\n3. Check the 'Only send during this time range' box and set your start and end dates and times.\n4. Type the message you want to send to people inside the company in the 'Inside My Organization' tab.\n5. It is also recommended to copy this message to the 'Outside My Organization' tab to ensure external senders receive a notification.\n6. Click 'OK' to save. Your automatic replies will now be active during the time you specified."
      },
      {
        "id": "SW007",
        "category": "Software",
        "question_variations": [
          "How do I zip a file?",
          "How to create a compressed folder?",
          "I need to compress a large file."
        ],
        "keywords": ["zip", "compress", "file", "folder", "archive"],
        "answer": "To create a compressed (zipped) file or folder in Windows:\n1. Locate the file or folder you want to compress.\n2. Right-click on the file or folder.\n3. Go to 'Send to' and then select 'Compressed (zipped) folder'.\n4. A new zipped folder with the same name will be created in the same location. You can rename this file as needed.\nZipping files makes them smaller and is useful for sending multiple files as a single attachment in an email."
      },
      {
        "id": "SW008",
        "category": "Software",
        "question_variations": [
          "How do I take a screenshot?",
          "I need to capture my screen.",
          "Print screen not working."
        ],
        "keywords": ["screenshot", "print screen", "snip", "capture", "screen grab"],
        "answer": "There are several ways to take a screenshot in Windows:\n1. **Capture the entire screen:** Press the `PrtScn` (Print Screen) key. This copies an image of your entire screen to the clipboard, which you can then paste (`Ctrl+V`) into an email, document, or image editor.\n2. **Use the Snipping Tool / Snip & Sketch:** The easiest way to capture a specific part of your screen is to press `Windows Key + Shift + S`. Your screen will dim, and you can click and drag to select the area you want to capture. The image is copied to your clipboard."
      },
      {
        "id": "SW009",
        "category": "Software",
        "question_variations": [
          "How do I map a network drive?",
          "I can't find the shared drive.",
          "Connecting to a shared folder."
        ],
        "keywords": ["map", "network drive", "shared drive", "folder", "connect"],
        "answer": "To map a network drive in Windows:\n1. Open 'File Explorer'.\n2. Right-click on 'This PC' in the left-hand navigation pane.\n3. Select 'Map network drive...'.\n4. Choose an available drive letter from the 'Drive' dropdown menu.\n5. In the 'Folder' field, type the path to the shared drive (e.g., `\\\\fileserver01\\marketing`).\n6. Ensure 'Reconnect at sign-in' is checked.\n7. Click 'Finish'.\nThe shared drive will now appear under 'This PC' with the drive letter you assigned."
      },
      {
        "id": "SW010",
        "category": "Software",
        "question_variations": [
          "How to update my software?",
          "Where is the company software center?",
          "I need to install an approved application."
        ],
        "keywords": ["update", "install", "software center", "company portal"],
        "answer": "Our company uses a centralized software management tool to deploy and update applications.\n**On Windows:**\n1. Open the 'Software Center' application from your Start Menu.\n2. In the 'Applications' tab, you can see a list of all company-approved software available for you to install.\n3. In the 'Updates' tab, you can see and install any pending updates for your existing software.\nAll critical security updates are pushed automatically, but you can use Software Center to install optional software and non-critical updates at your convenience."
      },
    {
      "id": "AC001",
      "category": "Account",
      "question_variations": [
        "I forgot my password.",
        "How do I reset my password?",
        "My password has expired.",
        "I need to change my login credentials."
      ],
      "keywords": ["password", "reset", "forgot", "expired", "credentials", "login", "change password"],
      "answer": "If you have forgotten your password or it has expired, you can reset it using the self-service password reset (SSPR) portal. \n1. Go to the company login page (e.g., Office 365) and click on the 'Forgot Password' or 'Can't access your account?' link.\n2. Follow the on-screen prompts to verify your identity. This may involve answering security questions, receiving a code via SMS to your registered mobile device, or using an authenticator app.\n3. Once your identity is verified, you will be able to set a new password. Please ensure it meets the company's complexity requirements (e.g., minimum length, special characters).\nIf you are unable to use the self-service portal, please contact the IT Helpdesk by phone for an assisted reset. You will be asked several security questions to verify your identity."
    },
    {
      "id": "AC002",
      "category": "Account",
      "question_variations": [
        "My account is locked.",
        "I'm locked out of my computer.",
        "I had too many failed login attempts."
      ],
      "keywords": ["account", "locked", "lockout", "disabled", "login failed", "access denied"],
      "answer": "Your account automatically locks for security reasons after 5 incorrect password attempts. The standard lockout duration is 15 minutes.\n**Action:** Please wait for 15 minutes without attempting to log in. After the 15-minute period has passed, carefully try again with your correct password.\nIf you are still locked out after 15 minutes or need immediate access for an urgent task, please call the IT Helpdesk directly. For security purposes, account lockouts cannot be resolved via email or chat, as we must verbally verify your identity."
    },
    {
        "id": "AC003",
        "category": "Account",
        "question_variations": [
          "I need access to a shared mailbox.",
          "How to get permissions for a mailbox?",
          "Requesting access to a group email."
        ],
        "keywords": ["access", "shared mailbox", "permissions", "group email", "outlook"],
        "answer": "To request access to a shared mailbox, you must get approval from the owner of that mailbox.\n1. **Identify the Owner:** First, determine who the business owner or manager of the shared mailbox is.\n2. **Get Email Approval:** Ask the owner to send an email to the IT Helpdesk granting you permission. The email must explicitly state your name and the name of the shared mailbox (e.g., 'Please grant access to Finance-Reports@company.com for John Smith').\n3. **Raise a Ticket:** Raise an IT ticket for the request and attach or reference the approval email from the owner.\nOnce the ticket is received with the proper approval, IT will grant you the necessary permissions."
      },
      {
        "id": "AC004",
        "category": "Account",
        "question_variations": [
          "How do I set up my email on my phone?",
          "Configure Outlook on mobile.",
          "Add work email to my iPhone/Android."
        ],
        "keywords": ["email", "phone", "mobile", "outlook", "iphone", "android", "setup"],
        "answer": "To set up your corporate email on your mobile device, please follow the detailed guides available on the IT intranet portal.\n1. Go to the IT section of the intranet.\n2. Navigate to 'Knowledge Base' > 'Mobile Devices'.\n3. Select the guide for your specific device ('iOS Setup Guide' or 'Android Setup Guide').\nThe guides provide step-by-step instructions for installing the required applications (e.g., Microsoft Outlook) and configuring your account securely."
      },
      {
        "id": "AC005",
        "category": "Account",
        "question_variations": [
          "I need access to a specific folder on the shared drive.",
          "Getting 'permission denied' on a network folder.",
          "How to request folder access?"
        ],
        "keywords": ["folder", "access", "permission", "shared drive", "network"],
        "answer": "Access to folders on network shared drives is managed by the owner of that data. IT cannot grant access without approval.\n1. **Identify the Data Owner:** The owner is typically the head of the department that owns the folder (e.g., Head of Marketing for the Marketing drive).\n2. **Get Email Approval:** Request an email from the data owner or your manager, sent to the IT Helpdesk, approving your access. The email must specify the full path to the folder (e.g., `\\\\fileserver01\\marketing\\Q4-Campaigns`).\n3. **Raise a Ticket:** Raise a ticket with IT, attaching the approval email. The request will be processed once the proper authorization is received."
      },
      {
        "id": "AC006",
        "category": "Account",
        "question_variations": [
          "How do I set up my multi-factor authentication?",
          "MFA setup help.",
          "I got a new phone and need to re-enroll in MFA."
        ],
        "keywords": ["mfa", "multi-factor", "authentication", "authenticator app", "new phone"],
        "answer": "Multi-Factor Authentication (MFA) is mandatory for all accounts. \n**For new users:** During your first login, you will be automatically prompted to set up MFA. Follow the on-screen instructions to register your mobile device, typically by scanning a QR code with an authenticator app like Microsoft Authenticator.\n**If you have a new phone:** You will need to have your MFA registration reset. Please call the IT Helpdesk. A technician will need to verbally verify your identity before they can reset your MFA settings, after which you can re-enroll your new device."
      },
      {
        "id": "AC007",
        "category": "Account",
        "question_variations": [
          "A former employee needs their account disabled.",
          "Offboarding an employee.",
          "Disable account for user who has left."
        ],
        "keywords": ["disable", "account", "offboarding", "leaving", "terminated"],
        "answer": "Account disablement for departing employees is handled as part of the formal offboarding process initiated by Human Resources (HR).\n**Procedure:** The employee's manager must submit an offboarding request through the HR portal. Once HR processes this request, a ticket is automatically generated for the IT department to disable all associated accounts at the specified date and time. IT cannot disable accounts based on an email request alone; the formal HR process must be followed."
      },
      {
        "id": "AC008",
        "category": "Account",
        "question_variations": [
          "I'm a new hire, how do I get my account details?",
          "New employee login information.",
          "My first day, where is my password?"
        ],
        "keywords": ["new hire", "new employee", "onboarding", "account", "password"],
        "answer": "Welcome to the company! Your account credentials are provided as part of the new hire onboarding process.\nYour manager will have received your initial login details, including your username and a temporary password, from HR. Please contact your manager directly to receive this information. You will be required to change your temporary password upon your first login."
      },
      {
        "id": "AC009",
        "category": "Account",
        "question_variations": [
          "My name has changed, how do I update my email address?",
          "Change display name in Outlook.",
          "Update user account name."
        ],
        "keywords": ["name change", "update name", "display name", "email address"],
        "answer": "Name changes in our IT systems must be initiated through Human Resources (HR) to ensure all legal and payroll records are updated correctly.\n**Procedure:** Please contact HR to begin the official name change process. Once HR has updated your details in the master system, a ticket will automatically be generated for IT to update your display name, username, and email address. Please be aware that changing a username and email address can be a complex process, and an IT technician will coordinate with you to manage the transition."
      },
      {
        "id": "AC010",
        "category": "Account",
        "question_variations": [
          "I need to enable email forwarding.",
          "How to forward my emails to another address?",
          "Can I auto-forward emails?"
        ],
        "keywords": ["email", "forwarding", "auto-forward"],
        "answer": "For security reasons, automatic forwarding of company email to external email addresses (e.g., Gmail, Yahoo) is disabled by company policy. This is to prevent the unintentional leakage of sensitive company data.\nYou can set up rules within Outlook to forward specific emails to internal colleagues. If there is a strong business requirement to forward emails to an external partner or system, your department head must submit a security exception request to the IT Security team for review."
      },
    {
      "id": "NW001",
      "category": "Network",
      "question_variations": [
        "The WiFi is not working.",
        "I can't connect to the internet.",
        "The wireless network is down."
      ],
      "keywords": ["wifi", "internet", "network", "wireless", "no connection", "disconnecting"],
      "answer": "If you are having trouble with the WiFi, please try these steps:\n1. **Toggle WiFi Off and On:** Turn your device's WiFi off, wait 10 seconds, and turn it back on. This simple step forces your device to re-establish its connection.\n2. **'Forget' the Network:** Go to your WiFi settings, select our corporate network (e.g., 'CorpWifi'), and choose 'Forget'. Then, reconnect and enter the password again. This can resolve issues with stale connection information.\n3. **Restart Your Device:** A full restart of your laptop or mobile device can often resolve underlying software or driver issues affecting connectivity.\n4. **Check Other Devices:** See if other devices (like your phone) can connect to the WiFi. This helps determine if the issue is with your device or the network itself.\n5. **Move Closer to an Access Point:** If you are in a known weak-signal area like a stairwell or corner office, try moving to a more central location.\nIf multiple people in your area are experiencing the same issue, it may be a wider outage. Please contact the IT Helpdesk with your location details (building and floor number)."
    },
    {
        "id": "NW002",
        "category": "Network",
        "question_variations": [
          "The internet is very slow.",
          "Web pages are taking a long time to load.",
          "My connection speed is slow."
        ],
        "keywords": ["slow internet", "slow network", "latency", "lag", "speed"],
        "answer": "If your internet connection seems slow, try these steps to diagnose the issue:\n1. **Run a Speed Test:** Go to a website like `speedtest.net` and run a test. Note the download and upload speeds.\n2. **Use a Wired Connection:** If you are on WiFi, try plugging your laptop directly into an ethernet port if one is available. This will help determine if the issue is with the wireless network or the broader internet connection.\n3. **Disconnect from VPN:** If you are connected to the VPN, disconnect from it temporarily and see if your internet speed improves. The VPN adds overhead and can sometimes be slower.\n4. **Check with Colleagues:** Ask others in your immediate area if they are also experiencing slow speeds. This helps identify if the problem is widespread.\nIf the issue persists and is affecting your work, please raise a ticket with your location, your speed test results, and whether the issue occurs on both wired and wireless connections."
      },
      {
        "id": "NW003",
        "category": "Network",
        "question_variations": [
          "I need a static IP address.",
          "How to request a fixed IP for a server?",
          "DHCP reservation request."
        ],
        "keywords": ["static ip", "fixed ip", "dhcp", "ip address", "server"],
        "answer": "Static IP addresses are reserved for devices like servers and network printers that require a consistent address. Standard user workstations receive a dynamic IP address via DHCP.\nIf you require a static IP address for a new server or other specific piece of equipment, please raise a ticket with the Network team. The request must include:\n1. **Device MAC Address:** The unique hardware address of the device's network card.\n2. **Device Hostname:** The name you will assign to the device.\n3. **Business Justification:** A brief explanation of why this device requires a static IP address.\nThe request will be reviewed by the network team."
      },
      {
        "id": "NW004",
        "category": "Network",
        "question_variations": [
          "The firewall is blocking a website I need to access.",
          "I need a website unblocked.",
          "Request to whitelist a URL."
        ],
        "keywords": ["firewall", "block", "unblock", "whitelist", "website", "access"],
        "answer": "Access to certain websites may be restricted by the corporate web filter for security or policy reasons. If you require access to a blocked website for legitimate business purposes, you must request an exception.\n**Procedure:**\n1. Raise a ticket with the IT Security team.\n2. In the ticket, provide the full URL of the website you need to access (e.g., `https://www.example.com`).\n3. Provide a detailed business justification explaining why access to this site is necessary for your role or a specific project.\nThe security team will review the website for potential risks and evaluate your request. You will be notified of their decision."
      },
      {
        "id": "NW005",
        "category": "Network",
        "question_variations": [
          "I can't access a shared drive.",
          "The network drive is not available.",
          "Getting an error when connecting to a shared folder."
        ],
        "keywords": ["shared drive", "network drive", "folder", "access", "offline", "not available"],
        "answer": "If you are unable to connect to a network shared drive, please perform these checks:\n1. **Check Your Network Connection:** Ensure you are connected to the corporate network, either via ethernet cable in the office or through the VPN if you are working remotely.\n2. **Check the Drive Path:** Verify you are using the correct path to the drive (e.g., `\\\\fileserver01\\marketing`). Check for any typos.\n3. **Check with a Colleague:** Ask a team member who should have the same access if they can connect. This helps determine if the issue is with your account or the drive itself.\nIf others can connect but you cannot, the issue is likely with your permissions. Please see the 'How to request folder access?' article. If no one can connect, the drive itself may be offline. Please raise a high-priority ticket with the IT Infrastructure team."
      },
      {
        "id": "NW006",
        "category": "Network",
        "question_variations": [
          "How to find my IP address?",
          "What is my computer's IP?",
          "Finding my IP and MAC address."
        ],
        "keywords": ["ip address", "mac address", "ipconfig", "ifconfig"],
        "answer": "To find your computer's IP and MAC address:\n**On Windows:**\n1. Open the Command Prompt (search for 'cmd' in the Start Menu).\n2. Type the command `ipconfig /all` and press Enter.\n3. Look for your primary network adapter (often 'Ethernet adapter' or 'Wireless LAN adapter').\n4. Your IP address will be listed next to 'IPv4 Address'.\n5. Your MAC address will be listed next to 'Physical Address'.\n**On macOS:**\n1. Open the Terminal.\n2. Type the command `ifconfig` and press Enter.\n3. Look for your network interface (usually 'en0' for WiFi or 'en1' for Ethernet).\n4. Your IP address is next to 'inet', and your MAC address is next to 'ether'."
      },
      {
        "id": "NW007",
        "category": "Network",
        "question_variations": [
          "My desk phone isn't working.",
          "There is no dial tone on my VoIP phone.",
          "I can't make calls."
        ],
        "keywords": ["phone", "voip", "dial tone", "no service", "desk phone"],
        "answer": "If your desk phone is not working, try these steps:\n1. **Check the Network Cable:** Ensure the network cable is securely plugged into the back of the phone in the port labeled 'LAN' or with a network icon.\n2. **Check the Handset Cable:** Make sure the coiled handset cable is securely plugged into both the phone base and the handset itself.\n3. **Power Cycle the Phone:** Unplug the network cable from the back of the phone, wait 30 seconds, and plug it back in. The phone will restart and attempt to reconnect to the network.\n4. **Check the Wall Port:** If possible, try plugging the phone's network cable into a different data port on the wall.\nIf the phone still does not work, please raise a ticket with your name, extension number, and the MAC address of the phone (usually found on a sticker on the bottom)."
      },
      {
        "id": "NW008",
        "category": "Network",
        "question_variations": [
          "I need a new network port activated.",
          "The data jack in my office is dead.",
          "Activating a wall port for my computer."
        ],
        "keywords": ["network port", "data jack", "wall port", "activate"],
        "answer": "To have a network data port activated in an office or conference room, please raise a ticket with the Network team.\nYour request must include:\n1. **The Port Label:** Every network port on the wall has a label (e.g., 'C-17-A'). Please provide this full label in your ticket.\n2. **The Location:** Specify the room number and location of the port within the room (e.g., 'Office 3.14, north wall').\nOnce the ticket is received, a network technician will remotely activate the port on the network switch."
      },
      {
        "id": "NW009",
        "category": "Network",
        "question_variations": [
          "I'm having DNS issues.",
          "Can't resolve a hostname.",
          "How to flush my DNS cache?"
        ],
        "keywords": ["dns", "resolve", "hostname", "flushdns", "cache"],
        "answer": "If you are unable to access a website that others can access, or are experiencing other unusual connectivity issues, you may need to flush your DNS cache. This forces your computer to get the latest address information.\n**On Windows:**\n1. Open Command Prompt as an administrator.\n2. Type `ipconfig /flushdns` and press Enter.\n3. You should see a message confirming 'Successfully flushed the DNS Resolver Cache'.\n**On macOS:**\n1. Open the Terminal.\n2. Type `sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder` and press Enter.\n3. You will need to enter your computer's password."
      },
      {
        "id": "NW010",
        "category": "Network",
        "question_variations": [
          "How do I connect to the guest WiFi?",
          "What is the password for the guest network?",
          "A visitor needs internet access."
        ],
        "keywords": ["guest wifi", "visitor", "guest network", "password"],
        "answer": "Our guest WiFi network is named 'CorpGuest' and is an open network that does not require a password. However, it uses a captive portal for access.\n**Instructions for Guests:**\n1. Connect to the 'CorpGuest' WiFi network.\n2. Open a web browser. You should be automatically redirected to a captive portal page.\n3. The guest must enter their name and a valid email address, and accept the terms and conditions.\n4. Click 'Connect' to gain internet access. Access is valid for 24 hours."
      },
    {
      "id": "SEC001",
      "category": "Security",
      "question_variations": [
        "I received a suspicious email.",
        "How do I report a phishing email?",
        "Is this email a scam?"
      ],
      "keywords": ["security", "phishing", "spam", "scam", "suspicious", "email", "malware", "unsolicited"],
      "answer": "If you receive a suspicious email, it is critical to handle it correctly to protect yourself and the company. Please follow these steps carefully:\n1. **DO NOT click any links or open any attachments.** Malicious links can lead to credential theft, and attachments may contain malware.\n2. **DO NOT reply to the sender or forward the email.** Replying confirms your email address is active, and forwarding can spread the threat.\n3. **Report the email:** In Outlook, select the suspicious email and use the 'Report Phishing' or 'Report Message' button in the toolbar. This will automatically forward the email to the security team for analysis and delete it from your inbox.\n4. **If you accidentally clicked a link or entered credentials:** Change your password immediately for the affected account and any other accounts that use the same password. Then, contact the IT Helpdesk by phone immediately to report the incident so they can check for signs of compromise."
    },
    {
        "id": "SEC002",
        "category": "Security",
        "question_variations": [
          "My computer might have a virus.",
          "I think I downloaded malware.",
          "How to run a virus scan?"
        ],
        "keywords": ["virus", "malware", "scan", "antivirus", "trojan", "infected"],
        "answer": "If you suspect your computer is infected with a virus or malware, you should run a full scan with the company-managed antivirus software.\n1. Open the antivirus client on your computer (e.g., Windows Security, CrowdStrike, SentinelOne).\n2. Look for an option to perform a 'Full Scan' or 'Deep Scan'.\n3. Start the scan. This process can take a long time to complete.\n4. If the scan finds any threats, follow the on-screen prompts to quarantine or remove them.\n**Important:** If you believe your computer is actively compromised (e.g., you see unusual pop-ups, your files are being encrypted), disconnect it from the network immediately by unplugging the ethernet cable or turning off WiFi, and call the IT Helpdesk."
      },
      {
        "id": "SEC003",
        "category": "Security",
        "question_variations": [
          "I need to request an exception to a security policy.",
          "Why is this software blocked?",
          "Request for a security policy exemption."
        ],
        "keywords": ["security", "policy", "exception", "exemption", "blocked"],
        "answer": "Our company has strict security policies in place to protect our data and systems. If you have a legitimate business need that requires an exception to one of these policies (e.g., to use a blocked application or USB device), you must submit a formal request.\n**Procedure:**\n1. Raise a ticket with the IT Security team.\n2. In the ticket, clearly state the policy for which you are requesting an exception.\n3. Provide a detailed business justification explaining why this exception is necessary for your work.\n4. Acknowledge the potential risks and describe any mitigating controls you will put in place.\nThe request will be reviewed by the Security Review Board. Exceptions are granted on a case-by-case basis and for a limited duration."
      },
      {
        "id": "SEC004",
        "category": "Security",
        "question_variations": [
          "My work laptop was lost or stolen.",
          "I can't find my company phone.",
          "Reporting a lost device."
        ],
        "keywords": ["lost", "stolen", "device", "laptop", "phone"],
        "answer": "If your company-issued laptop, phone, or other device is lost or stolen, it is critical to report it immediately to mitigate potential data loss and security risks.\n**Immediate Actions:**\n1. **Call the IT Helpdesk immediately.** This line is open 24/7 for critical security incidents.\n2. Provide the technician with your name and the type of device that is missing.\nIT will immediately initiate a remote wipe of the device to protect any company data stored on it and will disable your account temporarily as a precaution. You will also need to file a report with your manager and local law enforcement if the device was stolen."
      },
      {
        "id": "SEC005",
        "category": "Security",
        "question_variations": [
          "What are the company's password requirements?",
          "How to create a strong password?",
          "Password policy."
        ],
        "keywords": ["password", "policy", "requirements", "strong password", "complexity"],
        "answer": "Our company password policy requires all passwords to meet the following complexity requirements:\n- **Minimum Length:** 12 characters.\n- **Complexity:** Must contain characters from at least three of the following four categories: \n  - Uppercase letters (A-Z)\n  - Lowercase letters (a-z)\n  - Numbers (0-9)\n  - Special characters (e.g., `!@#$%^&*`)\n- **History:** You cannot reuse any of your last 10 passwords.\n- **Expiration:** Passwords must be changed every 90 days.\nWe strongly recommend using a passphrase (e.g., `Correct-Horse-Battery-Staple-25!`) to make your password both strong and memorable."
      },
      {
        "id": "SEC006",
        "category": "Security",
        "question_variations": [
          "How do I encrypt a file or email?",
          "Sending sensitive information securely.",
          "Encrypting an email in Outlook."
        ],
        "keywords": ["encrypt", "encryption", "sensitive", "confidential", "email", "file"],
        "answer": "To send sensitive information securely, you should use email encryption.\n**In Outlook:**\n1. Compose a new email.\n2. Go to the 'Options' tab.\n3. In the 'Encrypt' group, click the 'Encrypt' button and select 'Encrypt-Only'. This will ensure the email and its attachments can only be read by the intended recipient after they verify their identity.\n**For Files:**\nTo encrypt a sensitive file, you can place it in a password-protected zip folder. When creating the zip file, select the option to 'Add a password'. Share the password with the recipient through a separate, secure channel (e.g., a phone call or a different chat application)."
      },
      {
        "id": "SEC007",
        "category": "Security",
        "question_variations": [
          "I need to report a data breach.",
          "I think sensitive data was exposed.",
          "Potential data leak."
        ],
        "keywords": ["data breach", "data leak", "exposed", "sensitive data", "incident"],
        "answer": "If you suspect that sensitive company or customer data has been improperly accessed, shared, or exposed, this is a critical security incident.\n**Immediate Actions:**\n1. **Do not attempt to investigate further yourself.**\n2. **Call the IT Security Incident Response Hotline immediately.** This number is available on the intranet and on the back of your employee badge. This line is monitored 24/7.\n3. Be prepared to provide all the details you have: what data was involved, who may have accessed it, and how you became aware of the situation.\nDo not discuss the incident with anyone outside of the official incident response team."
      },
      {
        "id": "SEC008",
        "category": "Security",
        "question_variations": [
          "How do I securely dispose of an old hard drive?",
          "Wiping a USB stick.",
          "Secure data disposal."
        ],
        "keywords": ["dispose", "disposal", "wipe", "hard drive", "usb", "secure"],
        "answer": "Do not dispose of company-owned storage devices (laptops, hard drives, USB sticks, phones) in the regular trash. These devices contain company data and must be securely sanitized.\n**Procedure:**\n- **For Laptops/PCs:** When you receive a replacement device, IT will provide instructions for returning your old device. It will be securely wiped or physically destroyed by a certified vendor.\n- **For USB sticks/External Drives:** Please bring any old or broken company-owned storage devices to the IT Helpdesk. They will be placed in a secure bin for physical destruction."
      },
      {
        "id": "SEC009",
        "category": "Security",
        "question_variations": [
          "What is the policy on using public WiFi?",
          "Can I work from a coffee shop?",
          "Using hotel WiFi securely."
        ],
        "keywords": ["public wifi", "hotel", "coffee shop", "unsecured network", "vpn"],
        "answer": "When working from a public location with an untrusted network (e.g., coffee shop, airport, hotel WiFi), it is mandatory to connect to the corporate VPN at all times.\nThe VPN encrypts all of your internet traffic, creating a secure tunnel back to our corporate network. This prevents anyone on the public network from eavesdropping on your activity or intercepting sensitive data. Never access company resources on public WiFi without an active VPN connection."
      },
      {
        "id": "SEC010",
        "category": "Security",
        "question_variations": [
          "I need to transfer a large sensitive file.",
          "How to share confidential data with a client?",
          "Secure file transfer."
        ],
        "keywords": ["file transfer", "share file", "sensitive data", "secure", "large file"],
        "answer": "Do not use personal cloud storage services (like personal Dropbox or Google Drive) or email to transfer large or sensitive company files.\nPlease use the company-approved secure file transfer solution.\n**Procedure:**\n1. Go to the secure transfer portal (link available on the intranet).\n2. Log in with your corporate credentials.\n3. Upload the file(s) you need to share.\n4. Enter the recipient's email address. You can set additional security options like an expiration date for the link and a password.\n5. The recipient will receive a secure, encrypted link to download the files. Share the password with them through a separate communication channel."
      },
    {
      "id": "RW001",
      "category": "RemoteWork",
      "question_variations": [
        "I can't connect to the VPN.",
        "VPN is not working.",
        "How do I use the VPN?",
        "Getting an error with Cisco AnyConnect."
      ],
      "keywords": ["vpn", "remote", "work from home", "cisco anyconnect", "globalprotect", "cannot connect"],
      "answer": "If you are unable to connect to the VPN, please check the following:\n1. **Internet Connection:** Ensure your home internet connection is stable and working correctly. Try browsing to a public website like google.com to confirm you are online.\n2. **Correct VPN Client:** Make sure you are using the latest version of the company-approved VPN client (e.g., Cisco AnyConnect, GlobalProtect). If you have an old version, please uninstall it and install the latest one from the software center.\n3. **Credentials and MFA:** Double-check that you are entering your correct username and password. When prompted for Multi-Factor Authentication (MFA), ensure you are approving the push notification on your registered mobile device in a timely manner.\n4. **Restart Your Computer:** A simple reboot can resolve many VPN client software glitches.\n5. **Check for VPN Outages:** Check the IT status page or your email for any announced maintenance or outages affecting VPN services.\nIf you continue to have problems, please raise a ticket with the specific error message you are receiving (e.g., 'Authentication failed', 'Connection timed out')."
    },
    {
        "id": "RW002",
        "category": "RemoteWork",
        "question_variations": [
          "My remote desktop connection is slow.",
          "RDP is lagging.",
          "How to improve remote desktop performance?"
        ],
        "keywords": ["remote desktop", "rdp", "lagging", "slow", "performance"],
        "answer": "If your Remote Desktop Protocol (RDP) session is slow or lagging, try these tips to improve performance:\n1. **Check Your Home Internet Speed:** Run a speed test on your local computer. Poor home internet performance is the most common cause of RDP lag.\n2. **Reduce Display Quality:** In the RDP client, before you connect, go to the 'Display' tab and reduce the color depth (e.g., to 'High Color (16-bit)').\n3. **Disable Effects:** In the 'Experience' tab, uncheck visual effects like 'Desktop background' and 'Menu and window animation'.\n4. **Use a Wired Connection:** If possible, connect your home computer to your router with an ethernet cable instead of using WiFi for a more stable connection.\nIf the RDP server itself is slow for multiple users, please raise a ticket with the server name."
      },
      {
        "id": "RW003",
        "category": "RemoteWork",
        "question_variations": [
          "I need to access my work computer from home.",
          "How do I set up remote desktop?",
          "Enabling RDP on my office PC."
        ],
        "keywords": ["remote desktop", "rdp", "access", "from home"],
        "answer": "To access your office desktop computer from home, it must be configured to accept Remote Desktop connections. \n**Prerequisites:**\n1. Your office computer must be powered on and connected to the corporate network.\n2. You must know your office computer's name.\n**Procedure:**\n1. Before you leave the office, raise a ticket with the IT Helpdesk requesting to have Remote Desktop enabled for your specific user account on your specific computer. Please provide your computer's name in the ticket.\n2. Once IT confirms it is enabled, you can connect from home by first connecting to the VPN, then opening the Remote Desktop Client and entering your office computer's name."
      },
      {
        "id": "RW004",
        "category": "RemoteWork",
        "question_variations": [
          "I need a headset for working from home.",
          "How do I request home office equipment?",
          "Can I get a monitor for my home office?"
        ],
        "keywords": ["home office", "equipment", "headset", "monitor", "request"],
        "answer": "The company provides a stipend for essential home office equipment for eligible remote employees. Please refer to the official Remote Work Policy document available on the HR portal for details on eligibility and the current stipend amount.\nTo make a purchase, you can buy the equipment yourself and then submit the receipt for reimbursement through the expense reporting system, following the guidelines outlined in the policy."
      },
      {
        "id": "RW005",
        "category": "RemoteWork",
        "question_variations": [
          "My VPN is connected but I can't access anything.",
          "I can't access internal websites on VPN.",
          "Split tunneling issue?"
        ],
        "keywords": ["vpn", "no access", "internal sites", "split tunneling"],
        "answer": "If you are connected to the VPN but cannot access internal resources, it may be due to a routing or DNS issue.\n1. **Disconnect and Reconnect:** The simplest first step is to disconnect from the VPN and then reconnect.\n2. **Flush Your DNS:** Open Command Prompt on Windows and run `ipconfig /flushdns`. This can resolve issues where your computer has cached incorrect address information.\n3. **Check VPN Client Version:** Ensure you are using the latest version of the VPN client, as older versions may have compatibility issues.\n4. **Confirm the Resource is Online:** Try to confirm with a colleague in the office if the server or website you are trying to access is actually online.\nIf the problem persists, please raise a ticket with the name of the specific server or website you are unable to access."
      },
      {
        "id": "RW006",
        "category": "RemoteWork",
        "question_variations": [
          "How do I forward my desk phone to my mobile?",
          "Call forwarding setup.",
          "I won't be in the office, how do I get my calls?"
        ],
        "keywords": ["call forwarding", "desk phone", "mobile", "voip"],
        "answer": "You can forward calls from your desk phone to an external number like your mobile phone.\n**Procedure:**\n1. Access the self-service VoIP user portal (link available on the intranet).\n2. Log in with your corporate credentials.\n3. Navigate to the 'Call Forwarding' or 'Find Me/Follow Me' section.\n4. Enter your mobile phone number as the destination and set the conditions under which you want calls to be forwarded (e.g., 'Always', 'On No Answer').\n5. Save your settings. Remember to disable call forwarding when you return to the office."
      },
      {
        "id": "RW007",
        "category": "RemoteWork",
        "question_variations": [
          "I'm getting a 'Your connection is not private' error at home.",
          "Certificate error on internal website.",
          "NET::ERR_CERT_AUTHORITY_INVALID"
        ],
        "keywords": ["certificate", "error", "private", "connection", "vpn"],
        "answer": "If you are seeing a certificate error (e.g., 'Your connection is not private') when accessing internal company websites from home, it usually means your device is missing the required corporate root certificates.\n**Solution:**\nEnsure you are connected to the corporate VPN. Our VPN solution is configured to automatically push the necessary root certificates to your machine upon connection. Disconnect and reconnect to the VPN, then restart your browser and try accessing the site again. If the error persists, you may need to have the certificates manually installed by raising an IT ticket."
      },
      {
        "id": "RW008",
        "category": "RemoteWork",
        "question_variations": [
          "My home internet is down, what do I do?",
          "I can't work because of an internet outage.",
          "How to use my phone as a hotspot?"
        ],
        "keywords": ["internet outage", "home internet", "down", "hotspot", "tethering"],
        "answer": "If your primary home internet connection is down, you may be able to use your company-issued mobile phone as a temporary hotspot.\n**Procedure:**\n1. On your mobile phone, go to 'Settings' and find the 'Personal Hotspot' or 'Tethering' option.\n2. Enable the hotspot. Set a strong password for the hotspot's WiFi network.\n3. On your laptop, connect to the new WiFi network broadcast by your phone.\n**Important:** Be mindful of data usage, as tethering can consume a significant amount of your mobile data plan. This should be used as a temporary solution to perform critical tasks. You should also inform your manager of your connectivity issues."
      },
      {
        "id": "RW009",
        "category": "RemoteWork",
        "question_variations": [
          "Do I need to be on VPN all the time?",
          "When should I use the VPN?",
          "VPN policy for remote work."
        ],
        "keywords": ["vpn", "policy", "when to use"],
        "answer": "Yes, as per company security policy, when you are working from any network outside of a corporate office (e.g., home, hotel, coffee shop), you must be connected to the VPN to access any internal company resources.\nInternal resources include shared network drives, intranet sites, development servers, and any application that is not publicly available on the internet. You do not need to be on the VPN to access public websites or cloud services like Office 365."
      },
      {
        "id": "RW010",
        "category": "RemoteWork",
        "question_variations": [
          "My authenticator app is not working.",
          "I'm not getting the MFA push notification.",
          "MFA prompt isn't showing up."
        ],
        "keywords": ["mfa", "authenticator", "push notification", "not working"],
        "answer": "If you are not receiving the Multi-Factor Authentication (MFA) push notification when trying to log in, please try these steps:\n1. **Check Your Phone's Internet:** Ensure your mobile phone has a stable internet connection (either WiFi or cellular data).\n2. **Open the Authenticator App:** Sometimes the notification doesn't appear as a pop-up. Manually open your authenticator app (e.g., Microsoft Authenticator) to see if the approval prompt is waiting there.\n3. **Use a One-Time Code:** In the authenticator app, you can select your corporate account to view a one-time password (OTP). On the login screen, choose the option to 'Sign in another way' or 'Use a verification code' and enter the code from your app.\n4. **Restart Your Phone:** A simple reboot of your mobile device can resolve issues with the notification service.\nIf you are still unable to authenticate, you may need your MFA registration reset by calling the IT Helpdesk."
      },
    {
      "id": "PERF001",
      "category": "Performance",
      "question_variations": [
        "My computer is running slow.",
        "Everything is lagging.",
        "Applications are taking a long time to open."
      ],
      "keywords": ["performance", "slow", "lagging", "slow computer", "unresponsive"],
      "answer": "If your computer is running slow, here are several steps you can take to improve its performance:\n1. **Restart Your Computer:** This is the most effective first step. It clears temporary files and closes background processes that may be consuming resources.\n2. **Close Unused Applications:** Having many applications open, especially resource-intensive ones like video editors or many browser tabs, can slow down your system. Close anything you are not actively using.\n3. **Check Task Manager:** Press `Ctrl+Shift+Esc` to open the Task Manager. Look at the 'CPU', 'Memory', and 'Disk' columns. If any application is consistently using a high percentage (e.g., >90%), it might be the cause. Try closing and reopening that application.\n4. **Check Available Disk Space:** A nearly full hard drive can significantly slow down your computer. Ensure you have at least 10-15% of your primary drive (C:) free.\nIf your computer remains slow after these steps, please raise a ticket with IT Support for a more detailed investigation."
    },
    {
        "id": "PERF002",
        "category": "Performance",
        "question_variations": [
          "My computer takes a long time to start up.",
          "Slow boot time.",
          "Login is very slow."
        ],
        "keywords": ["slow startup", "boot time", "slow login", "startup"],
        "answer": "A slow startup time can be caused by too many applications launching at once. You can manage your startup programs to improve this.\n1. Open the Task Manager (`Ctrl+Shift+Esc`).\n2. Go to the 'Startup' tab.\n3. This list shows all the applications that start automatically when you log in. The 'Startup impact' column tells you how much each one slows down the process.\n4. Right-click on any non-essential applications (e.g., Spotify, Teams if you don't need it immediately) and select 'Disable'.\nDo not disable antivirus software or critical system components. A restart is required to see the effect of your changes."
      },
      {
        "id": "PERF003",
        "category": "Performance",
        "question_variations": [
          "I'm running out of disk space.",
          "My C: drive is full.",
          "How to free up space on my computer?"
        ],
        "keywords": ["disk space", "full drive", "free up space", "storage"],
        "answer": "If you are running low on disk space, here's how to free it up:\n1. **Run Disk Cleanup:** Search for 'Disk Cleanup' in the Start Menu and run it. Select your C: drive. Check the boxes for 'Temporary Internet Files', 'Downloads', and 'Recycle Bin', then click 'OK'.\n2. **Empty the Recycle Bin:** Right-click on your Recycle Bin and select 'Empty Recycle Bin'.\n3. **Move Large Files:** If you have large personal or non-work-related files (e.g., videos, photos), move them to an external drive or personal cloud storage.\n4. **Uninstall Unused Applications:** Use 'Apps & Features' to remove any software you no longer need.\nIf you have followed these steps and still have low disk space, please raise a ticket for assistance."
      },
      {
        "id": "PERF004",
        "category": "Performance",
        "question_variations": [
          "The shared drive is very slow to open files.",
          "Saving to the network drive takes forever.",
          "Slow network share performance."
        ],
        "keywords": ["slow shared drive", "network drive", "performance", "slow save"],
        "answer": "Slow performance on a network shared drive can have several causes.\n1. **Check Your Connection:** If you are on WiFi, try connecting with an ethernet cable. A weak wireless signal can cause slow file transfers. If you are remote, slow home internet will result in slow shared drive access.\n2. **Check File Size:** Be aware that opening and saving very large files (e.g., large videos, design files) over the network will naturally be slower than working with them on your local drive.\n3. **Check with Colleagues:** Ask a colleague if they are also experiencing slowness on the same shared drive. This helps determine if the issue is widespread.\nIf the problem is affecting multiple users, please raise a ticket with the Infrastructure team, specifying the full path of the slow shared drive."
      },
      {
        "id": "PERF005",
        "category": "Performance",
        "question_variations": [
          "My browser is slow and has too many tabs.",
          "How to manage browser performance?",
          "Chrome is using too much memory."
        ],
        "keywords": ["browser", "chrome", "slow", "memory", "tabs", "performance"],
        "answer": "Web browsers, especially with many tabs open, can consume a lot of memory and CPU, slowing down your computer.\n**Best Practices:**\n1. **Close Unused Tabs:** Make it a habit to close tabs you are no longer using.\n2. **Use Browser Task Manager:** In Chrome or Edge, press `Shift+Esc` to open the browser's own task manager. This will show you which specific tabs or extensions are using the most resources.\n3. **Disable Unused Extensions:** Go to your browser's extensions page and disable or remove any extensions you do not actively use.\n4. **Restart Your Browser:** Regularly closing and reopening your browser can help clear its memory usage."
      },
      {
        "id": "PERF006",
        "category": "Performance",
        "question_variations": [
          "Getting a 'Low Memory' warning.",
          "My computer is out of memory.",
          "How to check my RAM usage?"
        ],
        "keywords": ["low memory", "out of memory", "ram", "usage"],
        "answer": "If you receive a 'Your computer is low on memory' warning, it means the applications you are running are using up all of your available RAM.\n1. **Open Task Manager:** Press `Ctrl+Shift+Esc` to open the Task Manager.\n2. **Check the 'Memory' Column:** Go to the 'Processes' tab and click on the 'Memory' column header to sort by usage. This will show you which applications are consuming the most RAM.\n3. **Close High-Memory Applications:** The most common culprits are web browsers with many tabs, large spreadsheets, and virtual machines. Close any applications you are not actively using to free up memory.\nA restart will also completely clear the memory. If you are consistently running into low memory issues while performing your normal work, please raise a ticket as you may need a RAM upgrade."
      },
      {
        "id": "PERF007",
        "category": "Performance",
        "question_variations": [
          "My computer freezes when I plug in a USB device.",
          "System hangs when I connect my external drive.",
          "USB issue causing lag."
        ],
        "keywords": ["usb", "freeze", "hang", "lag", "external drive"],
        "answer": "If your computer freezes when you connect a specific USB device, it is likely a driver issue or a problem with the device itself.\n**Troubleshooting Steps:**\n1. **Try a Different Port:** Plug the device into a different USB port on your computer.\n2. **Test Another Device:** Plug a different, known-good USB device (like a mouse) into the same port to see if the port is the problem.\n3. **Test the Device on Another Computer:** If possible, plug the problematic device into another computer to see if it causes the same issue.\n4. **Update Drivers:** Ensure your computer's chipset and USB drivers are up to date by checking Windows Update.\nIf the problem only occurs with one specific device on multiple computers, the device itself is likely faulty. If it occurs with any device in one specific port, the port may be damaged."
      },
      {
        "id": "PERF008",
        "category": "Performance",
        "question_variations": [
          "Outlook is running in 'Offline' mode.",
          "My email is not syncing.",
          "Why does Outlook say 'Working Offline'?"
        ],
        "keywords": ["outlook", "offline", "not syncing", "disconnected"],
        "answer": "If Outlook shows 'Working Offline' in the status bar, it means it has lost connection to the email server.\n1. **Check Your Internet:** First, ensure your computer has a stable internet connection.\n2. **Check the 'Work Offline' Button:** In Outlook, go to the 'Send / Receive' tab. Look for a button that says 'Work Offline'. If it is highlighted, click it once to disable offline mode and attempt to reconnect.\n3. **Restart Outlook:** Close and reopen Outlook.\n4. **Check for Large Emails:** A very large email stuck in your Outbox can sometimes cause connection issues. Check your Outbox and delete or move any stuck messages."
      },
      {
        "id": "PERF009",
        "category": "Performance",
        "question_variations": [
          "I have a blue screen error.",
          "My computer crashed with a BSOD.",
          "How to fix a blue screen?"
        ],
        "keywords": ["blue screen", "bsod", "crash", "error", "stop code"],
        "answer": "A 'Blue Screen of Death' (BSOD) indicates a critical system error that forced Windows to shut down. This can be caused by hardware or software issues.\n**Action:**\n1. **Note the Error Message:** When the blue screen appears, try to write down the 'Stop Code' that is displayed (e.g., `IRQL_NOT_LESS_OR_EQUAL`).\n2. **Restart Your Computer:** The computer will usually restart automatically. If it restarts successfully, you can continue working, but the problem may happen again.\n3. **Raise a Ticket:** Please raise a ticket with IT Support immediately. Include the Stop Code you noted down and a description of what you were doing right before the crash occurred. This information is crucial for diagnosing the root cause, which could be a faulty driver, failing hardware, or a software conflict."
      },
      {
        "id": "PERF010",
        "category": "Performance",
        "question_variations": [
          "My computer is making a strange noise.",
          "I hear a clicking or grinding sound.",
          "Loud noise from my PC."
        ],
        "keywords": ["noise", "clicking", "grinding", "loud", "hardware"],
        "answer": "Unusual noises from your computer, especially clicking or grinding, can be a sign of a serious hardware failure, most commonly a failing hard drive.\n**Immediate Action:**\n1. **Save Your Work Immediately:** If you hear a clicking or grinding sound, save all your open work to a network drive or external storage if possible.\n2. **Shut Down Your Computer:** Power down the computer completely to prevent further damage to the hard drive and potential data loss.\n3. **Contact IT Support:** Call the IT Helpdesk immediately. Do not attempt to turn the computer back on. Report the noise you heard. An IT technician will need to inspect the device to diagnose the hardware failure."
      },
    {
      "id": "LIC001",
      "category": "Licensing",
      "question_variations": [
        "My software is saying the license is expired.",
        "I need a license for a new team member.",
        "How do I activate my software license?"
      ],
      "keywords": ["license", "licensing", "expired", "activation", "new license", "subscription"],
      "answer": "For software licensing issues, the solution depends on the problem:\n- **Expired License:** If a key application is showing an 'Expired License' warning, please raise a ticket immediately with a screenshot of the error. This is a high-priority issue.\n- **New License Request:** To request a license for a new employee or for a new piece of software, please follow the 'Request New Software' process by raising a ticket through the IT portal with business justification and manager approval.\n- **Activation Issues:** If you have been assigned a license but are having trouble activating the software, please try restarting your computer first. If that doesn't work, raise a ticket with the specific error message you are receiving during activation."
    },
    {
        "id": "LIC002",
        "category": "Licensing",
        "question_variations": [
          "Microsoft Office is not activated.",
          "I have an Office activation error.",
          "Getting a 'Product Activation Failed' message."
        ],
        "keywords": ["office", "microsoft 365", "activation", "unlicensed", "error"],
        "answer": "If Microsoft Office is showing an activation error, it usually means it has lost contact with our licensing server.\n1. **Ensure You Are Connected to the Network:** You must be connected to the corporate network (either in the office or via VPN) for Office to verify its license periodically.\n2. **Restart Your Computer:** A simple restart while connected to the network can often resolve this.\n3. **Sign Out and Sign In:** In any Office application (like Word or Excel), go to 'File' > 'Account'. Click 'Sign Out'. Then, close all Office applications, reopen one, and sign back in with your corporate email and password.\nIf activation still fails, please raise a ticket with a screenshot of the error message."
      },
      {
        "id": "LIC003",
        "category": "Licensing",
        "question_variations": [
          "How many devices can I install Office on?",
          "Can I install Office on my home computer?",
          "Microsoft 365 installation limits."
        ],
        "keywords": ["install", "devices", "office", "home computer", "limit"],
        "answer": "Our Microsoft 365 enterprise license allows each user to install the full suite of Office applications on up to five PCs or Macs, five tablets, and five mobile devices.\nYou are permitted to install Office on a personal home computer for work-related purposes. To do so, log in to `portal.office.com` with your corporate credentials and click the 'Install apps' button."
      },
      {
        "id": "LIC004",
        "category": "Licensing",
        "question_variations": [
          "I need to transfer a license to another user.",
          "How to reassign a software license?",
          "An employee has left, can I use their license?"
        ],
        "keywords": ["transfer", "reassign", "license", "user"],
        "answer": "Software licenses are assigned to individual users. If an employee leaves the company or changes roles and no longer needs a specific software license (e.g., for a specialized tool like Adobe Creative Cloud or a project management tool), the license can be reassigned.\n**Procedure:** The manager of the team or department that owns the license must raise a ticket with the IT department requesting the transfer. The ticket should include the name of the previous user and the name of the new user who will be assigned the license."
      },
      {
        "id": "LIC005",
        "category": "Licensing",
        "question_variations": [
          "What software is included in our standard build?",
          "What applications come with my computer?",
          "Standard software list."
        ],
        "keywords": ["standard software", "included", "build", "default apps"],
        "answer": "All company computers come with a standard set of pre-installed and licensed software. This typically includes:\n- The Windows or macOS operating system.\n- The Microsoft 365 suite (Word, Excel, PowerPoint, Outlook, Teams, OneDrive).\n- A modern web browser (e.g., Microsoft Edge, Google Chrome).\n- The corporate antivirus client.\n- The corporate VPN client.\nAny software not on this standard list must be requested via the 'Request New Software' process."
      },
      {
        "id": "LIC006",
        "category": "Licensing",
        "question_variations": [
          "Getting a 'license not found' error.",
          "The license server is unreachable.",
          "My software can't connect to the license manager."
        ],
        "keywords": ["license server", "license manager", "not found", "unreachable"],
        "answer": "Some specialized software (e.g., engineering or design applications) uses a network license server to manage a pool of shared licenses. If you receive an error that the license server is unreachable, please check the following:\n1. **Check Your Network Connection:** You must be connected to the corporate network (in the office or via VPN) to contact the license server.\n2. **Check with Colleagues:** Ask a colleague who uses the same software if they are also having the issue. If so, the license server itself may be down.\nIf others can use the software but you cannot, please raise a ticket. If it is a system-wide issue, please raise a high-priority ticket with the Infrastructure team."
      },
      {
        "id": "LIC007",
        "category": "Licensing",
        "question_variations": [
          "Is this software free to use?",
          "Can I use open-source software?",
          "Policy on freeware."
        ],
        "keywords": ["freeware", "open-source", "free software", "policy"],
        "answer": "The use of freeware and open-source software is subject to company policy and a security review. While many such tools are safe, some can contain security vulnerabilities or have restrictive licensing terms for commercial use.\n**Procedure:** Before installing any free or open-source software on your company computer, you must raise a ticket with the IT Security team to request a review. Please provide a link to the software's website. The security team will assess the software and its license to ensure it complies with our policies."
      },
      {
        "id": "LIC008",
        "category": "Licensing",
        "question_variations": [
          "What is the difference between a user and device license?",
          "How are our licenses counted?",
          "User vs. device licensing."
        ],
        "keywords": ["user license", "device license", "licensing model"],
        "answer": "There are two primary types of software licenses:\n- **User License:** A user license is assigned to a specific person. That person can typically install and use the software on multiple devices (e.g., their work laptop and their home computer). Microsoft 365 is an example of user-based licensing.\n- **Device License:** A device license is assigned to a specific computer. Anyone who uses that computer is permitted to use the software, but it cannot be installed on any other device. This is common for software in shared spaces like conference rooms or labs.\nMost of our software is licensed on a per-user basis."
      },
      {
        "id": "LIC009",
        "category": "Licensing",
        "question_variations": [
          "I need to audit my team's software licenses.",
          "How can I see what licenses are assigned to my team?",
          "Software license report."
        ],
        "keywords": ["audit", "report", "license usage", "assigned licenses"],
        "answer": "Managers can request a report of the software licenses assigned to their direct reports. To do so, please raise a ticket with the IT Asset Management team. Your request should specify the names of the team members for whom you need the report.\nPlease allow 2-3 business days for the report to be generated. This report is useful for budget planning and ensuring license compliance."
      },
      {
        "id": "LIC010",
        "category": "Licensing",
        "question_variations": [
          "We are no longer using a piece of software.",
          "How to cancel a software subscription?",
          "Decommissioning a software license."
        ],
        "keywords": ["cancel", "decommission", "remove", "subscription", "license"],
        "answer": "If your team no longer requires a specific piece of licensed software, please raise a ticket with the IT Asset Management team to have the licenses decommissioned. This is important for cost management and security.\nPlease specify the name of the software and the users from whom the licenses should be reclaimed. IT will then coordinate the uninstallation of the software and cancel the subscription or reallocate the licenses as needed."
      },
    {
      "id": "COMM001",
      "category": "Communication",
      "question_variations": [
        "My Microsoft Teams is not working.",
        "I can't send messages in Slack.",
        "My desk phone has no dial tone."
      ],
      "keywords": ["communication", "teams", "slack", "phone", "voip", "messages", "calls"],
      "answer": "For issues with communication tools, please try the following:\n1. **Check Service Status:** First, check the IT status page to see if there is a known outage for Teams, Slack, or our VoIP phone system.\n2. **Restart the Application:** Completely close the application (e.g., Microsoft Teams) and restart it. On Windows, right-click the icon in the system tray and select 'Quit'.\n3. **Clear Cache:** For applications like Teams and Slack, clearing the cache can resolve many issues. You can find instructions for this by searching online for 'clear Teams cache'.\n4. **Check Your Network:** Ensure you have a stable internet connection, as poor connectivity can affect real-time communication tools.\nIf the service is not down and these steps do not work, please raise a ticket specifying the tool and the exact problem (e.g., 'Cannot send messages', 'Audio not working in calls')."
    },
    {
        "id": "COMM002",
        "category": "Communication",
        "question_variations": [
          "I can't hear anyone in my Teams meeting.",
          "My microphone is not working in Zoom.",
          "Audio issues in video calls."
        ],
        "keywords": ["audio", "microphone", "sound", "teams", "zoom", "meeting"],
        "answer": "If you are having audio issues in a meeting, check these settings:\n1. **Check Device Settings in the App:** In the meeting window (in Teams or Zoom), go to 'Device Settings'. Ensure that the correct microphone and speakers (usually your headset) are selected from the dropdown menus.\n2. **Check for Mute:** Make sure you are not muted in the application. Also, check for a physical mute button on your headset cable or boom.\n3. **Check System Sound Settings:** Make sure your headset is set as the default communication device in your computer's sound settings.\n4. **Leave and Rejoin:** Leaving the meeting and rejoining can often resolve temporary audio glitches."
      },
      {
        "id": "COMM003",
        "category": "Communication",
        "question_variations": [
          "How do I create a new email distribution list?",
          "I need a new group email.",
          "Request for a new DL."
        ],
        "keywords": ["distribution list", "dl", "group email", "mailing list"],
        "answer": "To request a new email distribution list (DL), please raise a ticket with the IT Helpdesk. Your request must include:\n1. **Desired Email Address:** The email address you would like for the list (e.g., `New-Project-Team@company.com`).\n2. **List Name:** A descriptive name for the list (e.g., 'New Project Team DL').\n3. **List Owner(s):** The name of one or two people who will be responsible for managing the membership of the list.\n4. **Initial Members:** A list of the initial members to be added.\nOnce created, the list owner can manage membership through the Outlook address book."
      },
      {
        "id": "COMM004",
        "category": "Communication",
        "question_variations": [
          "An email was blocked as spam.",
          "I didn't receive an important email.",
          "How to release an email from quarantine?"
        ],
        "keywords": ["spam", "quarantine", "blocked email", "junk mail"],
        "answer": "Our email system automatically quarantines messages that are suspected to be spam or phishing. You will receive a daily quarantine digest email summarizing these messages.\n**To release a message:**\n1. Open your daily quarantine digest email.\n2. Find the message you want to receive and click the 'Release' link next to it. This will deliver the message to your inbox.\nYou can also choose 'Release and Allow Sender' to ensure future emails from that sender are not quarantined. Do this only if you are certain the sender is legitimate."
      },
      {
        "id": "COMM005",
        "category": "Communication",
        "question_variations": [
          "How do I recall an email in Outlook?",
          "I sent an email to the wrong person.",
          "Can I unsend an email?"
        ],
        "keywords": ["recall", "unsend", "email", "outlook", "wrong person"],
        "answer": "In Outlook, you can attempt to recall an email you have sent, but it is not always successful. Recall only works if the recipient is within our company and has not yet opened the email.\n**To attempt a recall:**\n1. Go to your 'Sent Items' folder and open the email you want to recall.\n2. Go to 'File' > 'Info'.\n3. Click 'Message Resend and Recall' and then 'Recall This Message...'.\n4. You can choose to 'Delete unread copies of this message' or 'Delete unread copies and replace with a new message'.\n5. You will receive a notification of whether the recall was successful or failed for each recipient."
      },
      {
        "id": "COMM006",
        "category": "Communication",
        "question_variations": [
          "My Outlook is full.",
          "I'm getting a 'mailbox full' warning.",
          "How to archive old emails?"
        ],
        "keywords": ["mailbox full", "archive", "storage", "outlook", "full"],
        "answer": "If your mailbox is approaching its storage limit, you need to archive old emails to free up space.\n1. **Use Online Archive:** Our system includes an Online Archive (also called 'In-Place Archive'). This appears as a separate mailbox in your Outlook folder list. You can simply drag and drop old emails or entire folders from your primary mailbox to the Online Archive.\n2. **Empty Deleted Items:** Right-click on your 'Deleted Items' folder and select 'Empty Folder'.\n3. **Clean Up Conversations:** On the 'Home' tab in Outlook, use the 'Clean Up' tool to remove redundant messages in a conversation.\nMoving items to the Online Archive is the most effective way to manage your mailbox size."
      },
      {
        "id": "COMM007",
        "category": "Communication",
        "question_variations": [
          "How do I share my calendar?",
          "I need to give someone access to my calendar.",
          "Calendar sharing permissions."
        ],
        "keywords": ["calendar", "share", "permissions", "outlook"],
        "answer": "You can share your Outlook calendar with colleagues and set specific permission levels.\n1. In the Outlook calendar view, right-click on your calendar in the left pane and select 'Sharing Permissions'.\n2. Click 'Add...' to find and add the person you want to share with.\n3. Once added, select their name and choose a permission level from the dropdown (e.g., 'Can view when I'm busy', 'Can view titles and locations', 'Can view all details', 'Can edit').\n4. Click 'OK' to save. The person will receive an invitation to view your calendar."
      },
      {
        "id": "COMM008",
        "category": "Communication",
        "question_variations": [
          "How to schedule a Teams meeting?",
          "I need to create a video conference.",
          "Sending a meeting invite."
        ],
        "keywords": ["teams", "meeting", "schedule", "invite", "video conference"],
        "answer": "You can schedule a Microsoft Teams meeting directly from Outlook.\n1. In your Outlook calendar, click 'New Teams Meeting' on the Home tab.\n2. This will create a new meeting invitation that already contains a link to join the Teams meeting.\n3. Add the required attendees, set the date and time, add a subject, and any agenda items in the body.\n4. Click 'Send'. The attendees will receive an invitation with the Teams link included."
      },
      {
        "id": "COMM009",
        "category": "Communication",
        "question_variations": [
          "My email signature is wrong.",
          "How do I create an email signature?",
          "Update my signature in Outlook."
        ],
        "keywords": ["signature", "email", "outlook", "update"],
        "answer": "To create or edit your email signature in Outlook:\n1. In a new email message, go to the 'Message' tab and click 'Signature' > 'Signatures...'.\n2. In the Signatures window, you can either edit an existing signature or click 'New' to create one.\n3. Use the editor to type and format your signature according to the company's branding guidelines (available on the intranet).\n4. In the 'Choose default signature' section, you can set your signature to be automatically added to 'New messages' and/or 'Replies/forwards'.\n5. Click 'OK' to save your changes."
      },
      {
        "id": "COMM010",
        "category": "Communication",
        "question_variations": [
          "I'm not receiving emails.",
          "My inbox is not updating.",
          "Email is not coming through."
        ],
        "keywords": ["not receiving", "email", "inbox", "sync", "stuck"],
        "answer": "If you are not receiving new emails, please try these steps:\n1. **Check the 'Work Offline' Button:** In Outlook, go to the 'Send / Receive' tab and ensure the 'Work Offline' button is not active.\n2. **Check Your Internet Connection:** Make sure your computer is connected to the internet.\n3. **Check Your Mailbox Storage:** If your mailbox is full, you will not be able to receive new emails. Follow the instructions for archiving old emails.\n4. **Check the Junk Email Folder:** Look in your 'Junk Email' folder to see if the messages were incorrectly filtered.\n5. **Use Webmail:** Try logging into the Outlook Web App (OWA) at `portal.office.com`. If you can see new emails there but not in your desktop app, it indicates a problem with your Outlook client. A restart or profile rebuild may be necessary."
      },
    {
      "id": "TRAIN001",
      "category": "Training",
      "question_variations": [
        "How do I use the new HR portal?",
        "Where can I find training for cybersecurity?",
        "I need a guide on using pivot tables in Excel."
      ],
      "keywords": ["training", "guide", "how to", "documentation", "learn", "tutorial"],
      "answer": "Our company provides a wide range of training resources through the central Learning Management System (LMS).\n1. **Access the LMS:** You can access the LMS portal via the link on the company intranet homepage.\n2. **Search for Courses:** Use the search bar in the LMS to find specific training materials. You can search for topics like 'Cybersecurity Awareness', 'Advanced Excel', or 'Using the HR Portal'.\n3. **On-Demand and Live Sessions:** The LMS contains both self-paced video tutorials and schedules for upcoming live training sessions.\nIf you cannot find the resources you need or would like to request a specific training session for your team, please raise a ticket with the 'Training' category."
    },
    {
        "id": "TRAIN002",
        "category": "Training",
        "question_variations": [
          "I completed a training but it's not showing as complete.",
          "My training record is incorrect.",
          "LMS completion status issue."
        ],
        "keywords": ["training", "lms", "complete", "record", "status"],
        "answer": "If you have completed a mandatory training course in the Learning Management System (LMS) but it is not being marked as complete, please try the following:\n1. **Ensure You Completed All Modules:** Go back into the course and make sure you have viewed every page and completed every quiz or assessment. Some courses require you to click 'Finish' on the final page.\n2. **Wait 24 Hours:** Sometimes it can take up to 24 hours for the system to update your completion status.\n3. **Take a Screenshot:** As proof of completion, take a screenshot of the final page or your quiz results.\nIf the status has not updated after 24 hours, please raise a ticket with the HR department (who manage the LMS) and attach your screenshot as proof of completion."
      },
      {
        "id": "TRAIN003",
        "category": "Training",
        "question_variations": [
          "How do I enroll in a training course?",
          "I need to sign up for a class.",
          "Registering for a workshop."
        ],
        "keywords": ["enroll", "register", "sign up", "training", "course", "lms"],
        "answer": "To enroll in a training course:\n1. Log in to the Learning Management System (LMS).\n2. Browse or search for the course you wish to take.\n3. On the course description page, click the 'Enroll' or 'Register' button.\n4. For self-paced online courses, you will be able to start immediately. For live instructor-led sessions, you will be registered for the upcoming session.\nSome courses may require manager approval, in which case a notification will be sent to your manager for them to approve your enrollment."
      },
      {
        "id": "TRAIN004",
        "category": "Training",
        "question_variations": [
          "I'm having trouble accessing the training material.",
          "The training video won't play.",
          "LMS is giving an error."
        ],
        "keywords": ["lms", "access", "error", "video not playing", "material"],
        "answer": "If you are having technical difficulties with the Learning Management System (LMS):\n1. **Try a Different Browser:** Sometimes browser-specific issues can cause problems. If you are using Chrome, try Edge, or vice-versa.\n2. **Clear Your Browser Cache:** Old cached files can interfere with the LMS functionality. Follow the instructions for clearing your browser's cache.\n3. **Disable VPN:** If you are connected to the VPN, try disconnecting and accessing the LMS directly, as some training content may be hosted externally.\nIf you are still unable to access the training material, please raise a ticket with a screenshot of the error message you are receiving."
      },
      {
        "id": "TRAIN005",
        "category": "Training",
        "question_variations": [
          "Can I get a certificate for this training?",
          "How do I download my completion certificate?",
          "Training certification."
        ],
        "keywords": ["certificate", "certification", "training", "lms"],
        "answer": "Yes, for many courses in the Learning Management System (LMS), a certificate of completion is available to download once you have successfully finished all the required modules.\nTo find your certificate:\n1. Log in to the LMS.\n2. Go to your 'Transcript' or 'My Learning History' section.\n3. Find the completed course in your list.\n4. There should be an icon or link next to the course title to 'Download Certificate'."
      },
      {
        "id": "TRAIN006",
        "category": "Training",
        "question_variations": [
          "I need to cancel my enrollment in a class.",
          "How to un-enroll from a course?",
          "I can't attend the scheduled training."
        ],
        "keywords": ["cancel", "un-enroll", "withdraw", "training", "course"],
        "answer": "If you need to cancel your enrollment in an instructor-led training session, please do so as early as possible to free up the spot for someone else.\n1. Log in to the Learning Management System (LMS).\n2. Go to your 'Current Enrollments' or 'My Learning' section.\n3. Find the course you wish to cancel.\n4. Click the 'Withdraw' or 'Un-enroll' option.\nPlease note that there may be a cancellation policy for certain high-cost external training sessions."
      },
      {
        "id": "TRAIN007",
        "category": "Training",
        "question_variations": [
          "I missed a mandatory training deadline.",
          "What happens if I don't complete my training?",
          "Overdue compliance training."
        ],
        "keywords": ["deadline", "missed", "overdue", "mandatory", "compliance"],
        "answer": "It is a requirement of your employment to complete all mandatory compliance training by the specified deadline. If you have missed a deadline, you should complete the training as soon as possible.\nYour manager will receive a notification that your training is overdue. Failure to complete mandatory training can result in a non-compliance report to HR. Please prioritize completing any overdue training immediately."
      },
      {
        "id": "TRAIN008",
        "category": "Training",
        "question_variations": [
          "Is there a training for new managers?",
          "I was just promoted, what training do I need?",
          "Manager training program."
        ],
        "keywords": ["manager", "training", "new manager", "leadership"],
        "answer": "Yes, the company offers a comprehensive leadership training program for all new and aspiring managers. This program covers topics such as performance management, effective communication, and team leadership.\nEnrollment in this program is typically initiated by HR when you are promoted to a management role. Please speak with your HR Business Partner to get more information and to enroll in the next available cohort."
      },
      {
        "id": "TRAIN009",
        "category": "Training",
        "question_variations": [
          "How do I submit a training request for my team?",
          "I want to arrange a group training session.",
          "Team training request."
        ],
        "keywords": ["team training", "group training", "request"],
        "answer": "Managers who wish to arrange a specific training session for their entire team can do so by raising a request with the Learning and Development department.\nPlease raise a ticket under the 'Training' category and include the following details:\n- The specific topic or skill you want the training to cover.\n- The number of employees on your team who will attend.\n- Any specific business goals you hope to achieve with the training.\nThe L&D team will then work with you to find a suitable internal or external training provider."
      },
      {
        "id": "TRAIN010",
        "category": "Training",
        "question_variations": [
          "I have a suggestion for a new training course.",
          "How to propose a new course?",
          "Feedback on training program."
        ],
        "keywords": ["suggestion", "feedback", "new course", "propose"],
        "answer": "We welcome all suggestions for new training courses and feedback on our existing programs. If you have an idea for a new course that you believe would be beneficial, please submit it via the 'Training Suggestion Box' form on the Learning and Development section of the intranet.\nPlease provide as much detail as possible about the proposed topic and why you believe it would be valuable for employees."
      },
    {
      "id": "INFRA001",
      "category": "Infrastructure",
      "question_variations": [
        "The shared drive is slow.",
        "I can't access the server.",
        "Is the database down?"
      ],
      "keywords": ["infrastructure", "server", "database", "shared drive", "slow", "unreachable", "down"],
      "answer": "If you are experiencing issues with core infrastructure like servers or shared drives, the problem can be widespread.\n1. **Check with Colleagues:** Ask a colleague near you if they are experiencing the same issue. This helps determine if the problem is specific to your account/machine or is a wider outage.\n2. **Check the IT Status Page:** The IT department posts all known major outages and ongoing maintenance on the IT status page, accessible from the intranet homepage.\n3. **Be Specific in Your Ticket:** If there are no known outages, please raise a ticket with as much detail as possible. Include:\n   - The full name of the server or shared drive (e.g., `\\\\fileserver01\\marketing`).\n   - The exact error message you are receiving.\n   - The time the issue started.\nThis information is critical for our infrastructure team to diagnose the problem quickly."
    },
    {
        "id": "INFRA002",
        "category": "Infrastructure",
        "question_variations": [
          "I need a new virtual machine.",
          "How to request a server?",
          "VM provisioning request."
        ],
        "keywords": ["vm", "virtual machine", "server", "request", "provision"],
        "answer": "To request a new virtual machine (VM) for a development, testing, or production environment, please raise a ticket with the Infrastructure team.\nYour request must be detailed and include the following:\n1. **Operating System:** (e.g., Windows Server 2022, Ubuntu 22.04).\n2. **Specifications:** Required vCPUs, RAM (in GB), and Storage (in GB).\n3. **Network Requirements:** Does it need a static IP? Does it need to be in a specific VLAN or security zone?\n4. **Business Justification:** The project name and purpose of the server.\nAll requests for new server resources require manager approval."
      },
      {
        "id": "INFRA003",
        "category": "Infrastructure",
        "question_variations": [
          "The application server is down.",
          "Our main website is offline.",
          "Critical server outage."
        ],
        "keywords": ["server down", "outage", "offline", "critical", "unreachable"],
        "answer": "If you believe a critical server or application is down, this is a high-priority incident.\n**Immediate Actions:**\n1. **Confirm the Outage:** Quickly check with one or two colleagues to confirm they are also unable to access the service. This rules out an issue with your local machine.\n2. **Check the IT Status Page:** Check for any announcements of planned or unplanned outages.\n3. **Call the IT Helpdesk:** If there are no announcements, call the IT Helpdesk's critical incident line immediately. Do not use email or chat for a major outage. Provide the name of the server or application that is down. The helpdesk will escalate the issue to the on-call infrastructure team."
      },
      {
        "id": "INFRA004",
        "category": "Infrastructure",
        "question_variations": [
          "I need to restore a file from backup.",
          "A file was accidentally deleted, can I get it back?",
          "How to request a file restore?"
        ],
        "keywords": ["restore", "backup", "deleted file", "recover"],
        "answer": "Yes, files on our network shared drives are backed up regularly, and we can restore them from a previous version.\nTo request a file restore, please raise a ticket with the IT Infrastructure team. You must provide the following information:\n1. **Full Path to the File:** The exact location where the file was, including the file name (e.g., `\\\\fileserver01\\marketing\\project\\report.docx`).\n2. **Date and Time:** The date and approximate time the file was last known to be good, or the date and time it was deleted.\nPlease be aware that restores can take some time to process."
      },
      {
        "id": "INFRA005",
        "category": "Infrastructure",
        "question_variations": [
          "We are running out of storage on the shared drive.",
          "I need to request more storage space.",
          "Shared drive quota increase."
        ],
        "keywords": ["storage", "quota", "increase", "shared drive", "out of space"],
        "answer": "If your team's shared drive is running low on storage, the data owner or department manager can request a quota increase.\nPlease raise a ticket with the IT Infrastructure team and include:\n1. **The Full Path:** The path to the shared drive or folder that needs more space.\n2. **Amount of Additional Space:** How much more storage you are requesting (in GB).\n3. **Business Justification:** A brief explanation of why the additional storage is needed (e.g., 'New video project assets', 'Archiving historical data').\nThe request will be reviewed, and you may be advised to first archive or delete old, unnecessary data."
      },
      {
        "id": "INFRA006",
        "category": "Infrastructure",
        "question_variations": [
          "There is a planned system maintenance.",
          "What is the scheduled downtime?",
          "Upcoming maintenance window."
        ],
        "keywords": ["maintenance", "downtime", "outage", "scheduled"],
        "answer": "All planned IT maintenance windows that will result in a service outage are communicated in advance. Please check the following sources for information:\n1. **Email Notifications:** An all-staff email is sent out at least 48 hours before any major planned maintenance.\n2. **IT Status Page:** The IT status page on the intranet provides a calendar of all upcoming scheduled maintenance and the services that will be affected.\nPlease review these sources before raising a ticket about a service being unavailable."
      },
      {
        "id": "INFRA007",
        "category": "Infrastructure",
        "question_variations": [
          "I need access to the data center.",
          "How to request physical access to the server room?",
          "Data center access."
        ],
        "keywords": ["data center", "server room", "physical access"],
        "answer": "Access to the company data center is highly restricted to authorized personnel only for security and compliance reasons.\nIf you require physical access to the data center to work on a server, you must obtain approval from your Director and the Head of Infrastructure. A formal access request must be submitted at least 24 hours in advance, detailing the work to be performed and the specific servers you need to access. You will be escorted by a member of the infrastructure team at all times while inside the data center."
      },
      {
        "id": "INFRA008",
        "category": "Infrastructure",
        "question_variations": [
          "The server needs to be rebooted.",
          "Can you please restart a server?",
          "Request for a server reboot."
        ],
        "keywords": ["reboot", "restart", "server"],
        "answer": "To request a server reboot, please raise a ticket with the IT Infrastructure team. The request must include:\n1. **The Server Name:** The full hostname of the server to be rebooted.\n2. **The Reason:** A brief explanation of why a reboot is required (e.g., 'To apply a pending software update', 'To resolve a performance issue').\n3. **Urgency and Timing:** Specify if the reboot is urgent or if it can be scheduled during the next maintenance window.\nReboots of production servers will only be performed after approval and coordination to minimize disruption to business operations."
      },
      {
        "id": "INFRA009",
        "category": "Infrastructure",
        "question_variations": [
          "I need to know the specifications of a server.",
          "What are the specs for this VM?",
          "Server configuration details."
        ],
        "keywords": ["server specs", "specifications", "configuration", "vm"],
        "answer": "If you require the technical specifications (CPU, RAM, Storage, OS version) of a server you have access to, you can typically find this information yourself.\n- **On Windows Server:** Right-click the Start button and go to 'System'.\n- **On Linux Server:** Use commands like `lscpu` for CPU info, `free -g` for memory info, and `df -h` for disk info.\nIf you do not have access to log in to the server, you can raise a ticket with the Infrastructure team to request this information."
      },
      {
        "id": "INFRA010",
        "category": "Infrastructure",
        "question_variations": [
          "How are our servers monitored?",
          "I want to set up an alert for my application.",
          "System monitoring and alerts."
        ],
        "keywords": ["monitoring", "alerts", "server", "application", "status"],
        "answer": "All critical infrastructure, including servers, network devices, and databases, is monitored 24/7 by our enterprise monitoring system. The system automatically tracks key performance indicators like CPU usage, memory, disk space, and network connectivity.\nIf a pre-defined threshold is breached, an alert is automatically sent to the on-call infrastructure team. If you are an application owner and would like to set up custom monitoring or alerting for your specific application, please raise a ticket to discuss your requirements with the infrastructure team."
      }
  ]
}