VPN Access Issue

VPN access issues reported through email or informal help desk channels give IT teams an inconsistent record of the problem. The operating system, device type, and internet connection type are not always captured. The VPN client software in use is not specified. Steps the user has already taken to resolve the issue are described vaguely or not at all, meaning the IT technician starts troubleshooting from scratch rather than building on what has already been attempted. Without a structured VPN issue report, diagnosing and resolving access problems efficiently requires more back-and-forth than it should.

The VPN Access Issue template for SharePoint, built with Infowise Ultimate Forms, provides an issue report form that captures the reporter's details, the date and time of the issue, the issue description, steps already taken, operating system, device type, internet connection type, VPN client software, location of access attempt, whether colleagues are experiencing the same issue, any recent system or network configuration changes, screenshot uploads, and priority level. Every report is stored as a complete, actionable record in SharePoint.

How it works

Reporter details

The form captures the reporter's full name, employee ID, department or team, job title, phone number, and email address. Capturing the reporter's department and job title gives the IT team immediate organizational context for the access issue and a direct contact for follow-up without searching for the user's details separately.

Issue description and timestamp

The date and time of the issue are captured in a structured column, establishing the exact point at which the problem was first experienced. A required issue description column gives the reporter the space to describe the problem fully, providing the IT team with a documented account of what is failing and how it manifests.

Steps already taken

A required steps taken column captures what the user has already attempted before submitting the report. Capturing prior troubleshooting steps in a structured column prevents the IT team from repeating diagnostic steps that have already been tried, and gives them a more informed starting point for resolving the issue efficiently.

Environment details

Structured columns capture the operating system, device type, internet connection type, and the VPN client software in use. A location column captures where the user is trying to access the VPN from — office, home, public network, or another location. Capturing the full technical environment at the point of reporting gives the IT team the context needed to identify whether the issue is configuration-specific, device-specific, or network-specific without a separate environment assessment call.

Wider impact and configuration changes

A column captures whether other colleagues are experiencing the same issue, providing an immediate signal about whether the problem is isolated to one user or indicative of a wider outage or configuration issue. A column asking about recent system or network configuration changes gives the IT team an important diagnostic input — many VPN access issues are caused by recent updates or setting changes that the user may not immediately connect to the problem.

Screenshots and priority level

A file upload column allows the reporter to attach screenshots of error messages or relevant settings directly to the report record. A priority level column captures the urgency of the issue, enabling the IT team to triage the queue without manually assessing each report.

What you get

• A VPN access issue report capturing reporter name, ID, department, job title, phone, and email
• Date and time of the issue and full issue description
• Steps already taken to prevent repeated troubleshooting by the IT team
• Operating system, device type, internet connection type, VPN client software, and access location
• Wider impact indicator and recent configuration change disclosure for efficient root cause assessment
• Screenshot upload and priority level for evidence capture and triage prioritization
• Every report stored as a complete, actionable record in a standard SharePoint list
• Free for all Ultimate Forms customers, installed automatically with a single click

Built on standard SharePoint lists

The VPN Access Issue system is built entirely on standard SharePoint lists. There is no external data storage and no custom interface. All issue report records stay inside your SharePoint environment, governed by your existing permissions and data policies. The system can be extended or adapted at any time in the browser by the administrator who manages the site.