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Removed the numbered list which was auto-correcting step 5 from question to display as step 1 in answer.
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HopelessN00b
HopelessN00b
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  1. They decide the "computer" is "frozen" and call in to have it restarted, which my other staff just does.

They decide the "computer" is "frozen" and call in to have it restarted, which my other staff just does.

Here is your problem. This is not a technical fault, so don't try and implement a technical solution.

Instead, you should implement a process whereby every call or ticket for this type of problem actually gets troubleshooted before any action is taken. People tend to stop making silly mistakes when you make them fix it themselves.

If a user calls in with this problem - just ask them if they have any open dialogue windows, or if they have tried pressing ALT+TAB.

Make a wiki item on your help page with some simple troubleshooting steps that the user can take. That way when they call in with this problem, you can ask if they've checked the "My computer is frozen" troubleshooting guide.

  1. They decide the "computer" is "frozen" and call in to have it restarted, which my other staff just does.

Here is your problem. This is not a technical fault, so don't try and implement a technical solution.

Instead, you implement a process whereby every call or ticket for this type of problem actually gets troubleshooted before any action is taken. People tend to stop making silly mistakes when you make them fix it themselves.

If a user calls in with this problem - just ask them if they have any open dialogue windows, or if they have tried pressing ALT+TAB.

Make a wiki item on your help page with some simple troubleshooting steps that the user can take. That way when they call in with this problem, you can ask if they've checked the "My computer is frozen" troubleshooting guide.

They decide the "computer" is "frozen" and call in to have it restarted, which my other staff just does.

Here is your problem. This is not a technical fault, so don't try and implement a technical solution.

Instead, you should implement a process whereby every call or ticket for this type of problem actually gets troubleshooted before any action is taken. People tend to stop making silly mistakes when you make them fix it themselves.

If a user calls in with this problem - just ask them if they have any open dialogue windows, or if they have tried pressing ALT+TAB.

Make a wiki item on your help page with some simple troubleshooting steps that the user can take. That way when they call in with this problem, you can ask if they've checked the "My computer is frozen" troubleshooting guide.

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blacklight
blacklight
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  1. They decide the "computer" is "frozen" and call in to have it restarted, which my other staff just does.

Here is your problem. This is not a technical fault, so don't try and implement a technical solution.

Instead, you implement a process whereby every call or ticket for this type of problem actually gets troubleshooted before any action is taken. People tend to stop making silly mistakes when you make them fix it themselves.

If a user calls in with this problem - just ask them if they have any open dialogue windows, or if they have tried pressing ALT+TAB.

Make a wiki item on your help page with some simple troubleshooting steps that the user can take. That way when they call in with this problem, you can ask if they've checked the "My computer is frozen" troubleshooting guide.