Creating a unified ZIA troubleshooting guide
Either through proactive alerting or reactive ticketing, trouble tickets eventually reach the help desk, and they must be worked upon to resolution. When the enterprise adopts a logical and consistent troubleshooting approach, the resolution time for these trouble tickets can be decreased, thus alleviating the pressure on the Zscaler enterprise administrator.
Basic troubleshooting
The basic information that should be gathered by a help desk associate applicable to many common scenarios is as follows.
Access to IP.zscaler.com
If the end user can log into their computer using domain credentials, they should be asked to open a company-approved internet browser and navigate to ip.zscaler.com. This can tell us if the end user is accessing the web using the ZIA service or through an alternate path. If the end user is not going through ZIA, this web page will say "The request received from you did not have an XFF header, so you...