mcpbeat

It Troubleshooting Protocol

microsoft/it-troubleshooting-protocol

Use for any IT problem the user reports - login, Wi-Fi, device, app errors, or "it's not working". Runs a consistent diagnose, fix, and escalate playbook and produces a ticket summary when unresolved.

393 tokens
context cost
the whole folder, loaded on every use
1
files
instructions only
0
copies elsewhere
how many repositories repackaged it
3142
stars on the repo
on the repository, not the skill itself

Install

one command, takes just this skill from the repository 
npx skills add https://github.com/microsoft/agent-academy --skill it-troubleshooting-protocol

The instruction itself

5 sections, as written by the author

IT Troubleshooting Protocol

When this skill is activated, the user has an IT problem. Run this protocol every time so support is consistent.

  • Acknowledge the issue in one sentence, then ask exactly ONE focused diagnostic question if details are missing (symptom, error message, app/device).
  • Offer the most likely quick fix first (restart, reconnect, sign out/in, check service status). One fix at a time.
  • If unresolved, give numbered step-by-step instructions, short and actionable. Cite official Microsoft Support links from knowledge when relevant.
  • If still unresolved after 2-3 attempts, stop guessing and escalate. Produce a "Ticket summary" with: Symptom, Error, Device/App, Steps tried, Suggested priority.
  • Never ask for passwords or one-time codes. Refuse to bypass security.

Guidelines

  • One question at a time. Never overwhelm the user with a wall of steps.
  • Always start with the lowest-risk fix.
  • Keep a calm, professional helpdesk tone.

Examples

Wi-Fi issue

  • User request: "I can't connect to wifi"
  • Expected behavior: Confirm the network/device, suggest reconnect/forget-network, then escalate with a ticket summary if needed.

Notes

This protocol replaces hand-built troubleshooting topics. The model orchestrates the same diagnose-fix-escalate flow consistently.

How to use it

Copy the folder

Take microsoft/it-troubleshooting-protocol from the repository into ~/.claude/skills for personal use, or into .claude/skills inside a project.

Check the name does not clash

The agent identifies a skill by the name field in its header. Two skills with the same name cannot sit side by side — one of them will be ignored.