Troubleshooting Workflow

A structured workflow helps administrators solve problems faster.

Recommended workflow:

1. Clarify the problem
2. Who is affected?
3. What exactly is happening?
4. When did it start?
5. Is it reproducible?

6. Is there an error message?

7. Determine scope

8. One user or many users?
9. One course or all courses?
10. One activity or all activities?
11. One browser or all browsers?

12. On campus only or everywhere?

13. Check recent changes

14. Plugin installed or updated?
15. Theme changed?
16. Server updated?
17. Authentication settings changed?

18. Course settings changed?

19. Check logs and status

20. Moodle logs.
21. Web server logs.
22. PHP logs.
23. Database status.
24. Cron status.

25. Scheduled task failures.

26. Test safely

27. Reproduce in a test account.
28. Compare with another user or course.
29. Try a different browser if relevant.

30. Use staging for risky changes.

31. Apply a controlled fix

32. Make one change at a time.
33. Record what changed.
34. Confirm results.

35. Communicate with users.

36. Escalate if needed

37. Database administrator.
38. Server administrator.
39. Network team.
40. Identity management team.

41. Moodle developer or vendor.

42. Document the resolution

43. Root cause.
44. Fix applied.
45. Prevention steps.
46. Related support tickets.