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Drucker reagiert nicht auf Druckbefehle

Body

Hallo Support-Team, mein Büro-Drucker HP OfficeJet Pro druckt seit dem jüngsten Firmware-Update gar nichts mehr. Das Display bleibt dunkel und im System wird der Drucker als “Offline” angezeigt. Ich habe bereits Neustart, zurücksetzen der Netzwerkeinstellungen und den Treiber-Neuinstallationsvorgang versucht – leider ohne Erfolg. Bitte um schnelle Hilfe, da wir dringend Dokumente ausdrucken müssen.

Predicted Tags

intent/incident/performance_issueimpact/high_critical/highurgency/low_normal/normalindustry/tech_it/it_services/managed_servicesasset_kind/hardware/peripheral/printerfailure_symptom/availability_performance/no_response_timeout/full_outageroot_cause_hint/config_change/misconfigurationaddressed_to/support_ops/technical_teamformality/more_informal/informaluser_role/end_user/business_usersentiment/negative/mildly_negative

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industry – Industry or domain of the customer's business
- tech_it – Technology, IT and digital infrastructure providers
  - software – Software vendors and product companies
    - packaged_software – Traditional on-premise or licensed software products
    - saas_platform – Subscription-based SaaS products and cloud platforms
    - developer_tools – Developer tooling, IDEs, CI/CD, testing and dev platforms
    - vertical_industry_software – Software tailored to a specific industry (e.g. healthcare, finance)
  - it_services – IT services, consulting and project delivery
    - managed_services – Managed services, operations and run-IT for customers
    - system_integration – System integration, rollouts and complex multi-system projects
    - it_consulting – IT strategy, architecture and advisory consulting
    - project_delivery – Implementation projects, customizations and migrations
  - infrastructure_cloud_security – Cloud, hosting, infrastructure and security providers
    - cloud_provider – Public cloud or hyperscaler infrastructure services
    - hosting_datacenter – Hosting, colocation and datacenter providers
    - network_infrastructure – Network backbone, WAN, SD-WAN and connectivity infrastructure
    - security_vendor – Cybersecurity product vendors and platform providers
    - security_services – Security operations centers (SOC), MSSP and security services
  - telecommunications – Telecommunications carriers and connectivity providers
    - mobile_operator – Mobile network operators and MVNOs
    - fixed_line_operator – Fixed-line telephony and broadband providers
    - isp – Internet service providers and access networks
    - unified_communications – Unified communications, VoIP and collaboration platforms
- finance_business_services – Financial services, insurance and professional business services
  - financial_services – Banking, payments and financial platforms
    - retail_banking – Retail banking, cards and consumer banking products
    - corporate_investment_banking – Corporate banking, investment banking and treasury
    - payments_fintech – Payments, PSPs, wallets and fintech payment platforms
    - lending_credit – Lending, credit, leasing and factoring providers
    - wealth_asset_management – Wealth management, brokerage and asset management
  - insurance – Insurance carriers, brokers and insurance platforms
    - life_insurance – Life insurance products and providers
    - p_c_insurance – Property & casualty, liability and general insurance
    - health_insurance – Health insurance and health plans
    - insurance_tech – Insurance technology platforms and insurtech vendors
  - business_products_services – General B2B products, solutions and services
    - office_products – Office supplies, equipment and related products
    - business_software_solutions – Horizontal B2B software (ERP, CRM, HR, finance etc.)
    - outsourcing_services – Business process outsourcing and shared service centers
    - facilities_management – Facility management, cleaning and building services
  - advertising_marketing – Advertising, marketing and brand communication
    - advertising_agency – Full-service or creative advertising agencies
    - digital_marketing_agency – Performance, SEO/SEA, social and digital marketing agencies
    - marketing_tech – Marketing technology, automation and campaign tools
  - human_resources – HR services, recruitment and HR technology
    - recruiting_staffing – Recruitment agencies, staffing and headhunting
    - hr_software – HRIS, ATS, payroll and HR software platforms
    - payroll_services – Payroll, time tracking and workforce administration services
  - consulting_professional_services – Consulting and other professional services
    - management_consulting – Strategy, management and organizational consulting
    - it_consulting_services – IT-focused consulting and technology advisory
    - legal_tax_advisory – Legal, tax, audit and compliance advisory
- consumer_retail_hospitality – Consumer brands, retail, e-commerce and hospitality
  - retail – Physical retail and store-based businesses
    - grocery_retail – Supermarkets, grocery and food retail chains
    - fashion_retail – Fashion, apparel and footwear retail
    - specialty_retail – Electronics, DIY, furniture and specialty stores
  - ecommerce – Online commerce and digital marketplaces
    - online_retailer – Pure online retailers and D2C brands
    - marketplace_platform – Multi-vendor marketplaces and platforms
    - subscription_commerce – Subscription-based consumer products and boxes
  - food_beverage – Food service and packaged food & beverage brands
    - restaurants_cafes – Restaurants, cafes, quick service and chains
    - delivery_platforms – Food delivery platforms and aggregators
    - packaged_food_beverage – FMCG food & beverage manufacturers and brands
  - travel_hospitality – Travel, tourism and hospitality businesses
    - hotels_accommodation – Hotels, hostels and accommodation platforms
    - airlines_transport_travel – Airlines, rail and travel operators
    - travel_agencies_platforms – Travel agencies, OTAs and booking platforms
  - media_entertainment – Media, content and entertainment providers
    - publishing_news – Newspapers, magazines and online publishers
    - broadcasting_tv_radio – TV and radio broadcasters
    - streaming_digital_media – Streaming platforms, music and video services
- industrial_logistics_energy – Industrial production, logistics, construction and energy
  - manufacturing – Manufacturing and industrial production
    - discrete_manufacturing – Automotive, machinery and other discrete manufacturing
    - process_manufacturing – Chemicals, pharma production, food processing
    - industrial_equipment – Industrial equipment and component manufacturers
  - construction – Construction, engineering and building projects
    - general_construction – General contractors and construction firms
    - civil_engineering – Infrastructure, roads, bridges and public works
    - specialty_trade – Specialized trades (electrical, plumbing, HVAC, etc.)
  - logistics_transportation – Logistics, transport and supply chain services
    - freight_logistics – Freight forwarding, 3PL and logistics providers
    - parcel_delivery – Parcel, courier and last-mile delivery
    - warehousing_fulfillment – Warehousing, fulfillment and distribution centers
  - energy_utilities – Energy and utility providers
    - power_utilities – Electricity generation and distribution utilities
    - oil_gas – Oil, gas and related energy companies
    - renewable_energy – Renewable energy, solar, wind and green power
  - environmental_services – Environmental and sustainability-related services
    - waste_management – Waste collection, recycling and disposal
    - environmental_consulting – Environmental consulting and impact assessments
    - sustainability_services – Sustainability, ESG and climate-related services
- public_health_education_realestate – Public sector, health, education, real estate and NGOs
  - health – Healthcare providers and health-related organizations
    - hospitals_clinics – Hospitals, clinics and care providers
    - health_tech – Digital health platforms and telemedicine
    - pharma_biotech – Pharmaceutical and biotech companies
  - education – Education institutions and education technology
    - schools_k12 – Primary and secondary schools
    - higher_education – Universities, colleges and higher education
    - training_edtech – Training providers, bootcamps and edtech platforms
  - government_services – Government and public administration
    - local_government – Municipal and regional government bodies
    - national_government – National or federal authorities and agencies
    - public_services – Public services, agencies and citizen services
  - real_estate – Real estate, property and facility management
    - residential_real_estate – Residential property agencies and developers
    - commercial_real_estate – Commercial property, offices and retail space
    - property_management – Property and facility management providers
  - nonprofit – Nonprofit and non-commercial organizations
    - charities_ngos – Charities, NGOs and foundations
    - membership_organizations – Associations, unions and membership organizations
    - public_benefit_orgs – Public benefit and social impact organizations
- other – Industry that does not fit the other categories or is unknown
intent – What the user wants to achieve with this ticket
- incident – Something is broken, unavailable or malfunctioning
  - outage_total – Complete outage or service not available at all
  - partial_degradation – Service works only partially or with limited functionality
  - performance_issue – Slow response times or degraded performance
  - data_issue – Missing, inconsistent or corrupted data in the system
  - security_incident – Suspected or confirmed security or privacy incident
- service_request – User requests a new service, access, feature or setup
  - access_request – Request for new or changed access, roles or permissions
  - new_service_onboarding – Request to onboard a new service, tenant or customer setup
  - configuration_setup – Request to set up or configure an existing service or feature
  - feature_enablement – Request to enable or unlock an existing feature or module
  - data_export_import – Request for data export, import, migration or reports
- question – User asks for information or clarification
  - how_to_usage – How-to, usage questions or best-practice guidance
  - configuration_question – Questions about configuration options or parameters
  - billing_pricing_question – Questions about invoices, pricing, contracts or renewals
  - policy_compliance_question – Questions about policies, compliance or legal aspects
  - roadmap_capabilities – Questions about roadmap, future capabilities or limits
- complaint – User complains about quality, delays or behavior
  - service_quality – Complaints about reliability, stability or quality of service
  - response_time – Complaints about slow support response or resolution times
  - product_usability – Complaints about UX, confusing flows or difficult usage
  - billing_dispute – Complaints about billing, charges or perceived overcharging
  - staff_behavior – Complaints about behavior or communication of staff
- change_request – User wants to change an existing configuration or rule
  - config_change – Request to change system configuration, rules or thresholds
  - workflow_change – Request to adapt business process or workflow in the system
  - permission_model_change – Request to change roles, permission model or approval flows
  - integration_change – Request to change integration behavior between systems
  - contract_terms_change – Request to change contractual terms, SLAs or scope
- other – Intent does not clearly match the other categories
impact – Business impact of the issue if not resolved
- low_normal – Low to moderate business impact, work can continue with minor friction
  - low – Minor local impact with little or no measurable business effect
  - normal – Noticeable impact for einzelne User oder Teams, aber kein echter Stillstand
- high_critical – High or critical impact, relevant for core processes or many users
  - high – Starker Impact für wichtige Prozesse oder viele Nutzer, aber Arbeit ist noch eingeschränkt möglich
  - critical – Schwerer Impact, Kernservice oder zentrales Business ist blockiert
urgency – How quickly the issue needs to be handled
- low_normal – Low to normal urgency, can be planned into regular workload
  - low – Kann später bearbeitet werden, kein Zeitdruck, gut planbar
  - normal – Sollte zeitnah gelöst werden, aber kein Notfall
- high_critical – High or critical urgency, strong time pressure
  - high – Hohe Dringlichkeit, sollte möglichst heute / innerhalb kurzer Frist erledigt werden
  - critical – Akut, unmittelbare Aktion nötig, jede Verzögerung ist kritisch
asset_kind – Kind of affected asset or product
- service – Hosted or business service that the customer uses
  - business_service – Business-facing service supporting a specific business process
    - customer_facing_service – Externally visible service used directly by end customers
    - internal_business_service – Internal service used by employees or internal teams
    - backoffice_service – Backoffice or support service (e.g. billing, reporting)
  - technical_service – Technical backend or shared platform service
    - integration_service – Integration, middleware or API gateway service
    - background_job_service – Job runners, schedulers and batch-processing services
    - authentication_service – Identity, SSO or authentication-related services
  - external_api – External or third-party API that the product depends on
    - payment_gateway_api – Payment or billing related APIs and gateways
    - communication_api – Messaging, email, SMS or notification APIs
    - data_provider_api – Data, analytics or enrichment provider APIs
- software – Application, portal or client software
  - web_app – Browser-based web application or portal
    - public_portal – Public portal for customers or external users
    - authenticated_portal – Portal requiring login for customers or partners
    - admin_console – Administrative or backoffice web console
  - mobile_app – Mobile application running on iOS or Android
    - mobile_consumer_app – Consumer-facing mobile app from an app store
    - mobile_enterprise_app – Enterprise or internal mobile app for employees
    - mobile_companion_app – Companion app used alongside another primary system
  - desktop_app – Desktop or fat-client application
    - native_desktop_app – Installed native application for Windows, macOS or Linux
    - electron_desktop_app – Desktop client based on web tech (Electron or similar)
    - terminal_client – Thin client, terminal emulator or legacy desktop frontend
  - plugin_addon – Plugin, extension or add-on to another application
    - browser_extension – Browser extension or plugin
    - app_plugin – Plugin or module inside an existing software product
- hardware – Physical devices and equipment
  - workstation – User workstations, PCs and laptops
    - desktop_pc – Stationary desktop computers
    - laptop_notebook – Laptops, notebooks and mobile workstations
    - thin_client – Thin clients or terminal devices
  - pos_terminal – Point-of-sale terminals and in-store devices
    - fixed_pos – Fixed checkout or cash register terminals
    - mobile_pos – Mobile POS devices and handheld scanners
    - kiosk_terminal – Self-service kiosks and ticket machines
  - peripheral – Printers, scanners and other peripherals
    - printer – Printers, label printers and multifunction devices
    - scanner – Document and barcode scanners
    - display_signage – External displays, digital signage and info screens
  - specialized_device – Specialized industry-specific devices
    - medical_device – Diagnostic, monitoring or lab devices in healthcare
    - industrial_controller – Industrial controllers, PLCs and shopfloor devices
    - iot_device – IoT sensors, gateways and smart devices
- infrastructure – Network, servers, storage and core infrastructure
  - network – LAN, WAN, VPN, routing, DNS or connectivity
    - campus_lan – Local area network for offices or sites
    - wifi_wlan – Wireless networks and access points
    - vpn_remote_access – VPN gateways and remote access infrastructure
    - edge_network – Edge locations, branch routers and SD-WAN devices
  - compute – Servers, virtual machines and container platforms
    - physical_server – Bare-metal or physical servers
    - virtual_machine – Virtual machines in on-prem or cloud environments
    - container_platform – Kubernetes clusters or other container platforms
    - serverless_runtime – Serverless or function-as-a-service runtimes
  - storage – Storage systems, volumes and file shares
    - block_storage – Block storage volumes for servers and databases
    - file_storage – File servers, NAS and shared file systems
    - object_storage – Object storage (e.g. S3-like) for data and backups
    - backup_archive – Backup, archiving and long-term data retention systems
  - platform_infrastructure – Core technical platforms used by applications
    - database_platform – Database clusters, data warehouses and DBaaS
    - messaging_platform – Message queues, event buses and streaming platforms
    - monitoring_observability – Monitoring, logging and observability platforms
    - identity_platform – Central identity, directory and SSO infrastructure
- other – Asset that does not fit the other categories or is unspecified
  - generic_other – Generic or unspecified asset kind
user_role – Role of the requester or main contact in the ticket
- end_user – End users, customers, patients, students or citizens using the service
  - consumer_customer – Individual B2C customer, patient, student or citizen
  - business_user – Employee of a customer organization using the product for work
  - power_end_user – Very active or expert end user without admin rights
- it_staff – IT support, admins, engineers, DevOps or similar technical staff
  - helpdesk_agent – 1st level support, service desk or call center agent
  - system_engineer – System or infrastructure engineer, on-prem or cloud
  - devops_engineer – DevOps, platform engineer or SRE
  - security_analyst – Security analyst, SOC staff or similar security role
- admin – Administrators or power users with elevated rights in the system
  - tenant_admin – Account, tenant or organization administrator
  - application_admin – Admin for one specific app, module or product
  - key_user – Business key user with extended configuration rights
- manager – Managers, team leads and decision makers
  - team_lead – Team lead, squad lead or supervisor of a small team
  - department_manager – Department or line manager responsible for a larger area
  - executive – Director, VP, C-level or similar senior decision maker
- external_partner – Suppliers, partners or external service providers
  - implementation_partner – Consulting or implementation partner working for the customer
  - vendor_representative – Representative of another software or service vendor
  - outsourcing_provider – External provider operating services on behalf of the customer
- system_or_automation – Automated systems, bots or technical accounts creating tickets
  - monitoring_system – Monitoring, alerting or observability system creating tickets
  - integration_system – Integration platform or external system creating tickets
  - batch_job – Scheduled job or batch process opening tickets automatically
- other – Role that does not fit the other categories or is unclear
  - unknown – Role of the requester is not clear from the ticket
failure_symptom – How the problem manifests for the user
- availability_performance – Service is not reachable or clearly degraded in speed/quality
  - no_response_timeout – Service does not respond, requests time out or host cannot be reached
    - full_outage – Complete outage, no request succeeds for any user
    - intermittent_outage – Service sometimes works, sometimes fails or times out
  - slow_performance – Service reacts much slower than usual or expected
    - globally_slow – Most or all actions are slow
    - specific_action_slow – Only specific pages, endpoints or operations are slow
  - degraded_quality – Service works but quality is reduced
    - poor_audio_quality – Echo, noise, distortion or very low audio quality
    - poor_video_quality – Low resolution, freezes, pixelation or heavy lag in video
    - low_recognition_accuracy – Low accuracy for OCR, voice, search or AI-based features
- access_authentication – User cannot access the system or keep access
  - cannot_login – User cannot log in at all
    - invalid_credentials_loop – User repeatedly gets invalid-credentials or wrong-password errors
    - account_locked_or_disabled – Account locked, disabled or blocked by policy
  - sso_or_idp_issue – Problem with SSO, identity provider or MFA
    - sso_flow_fails – SSO redirect or handshake fails, user cannot complete login
    - mfa_problem – Second factor code, app or device does not work
  - session_issue – User can log in but cannot keep a stable session
    - login_session_drops – User is logged out unexpectedly or too quickly
    - permission_denied_unexpected – User logs in but gets unexpected permission/authorization errors
- behavior_functionality – Service responds but behaves wrong or features do not work
  - error_message – Explicit error message is shown
    - client_side_error – Error in browser, app or client (UI / JavaScript / local validation)
    - server_side_error – Server-side error such as 5xx or generic internal error
    - validation_error – Form or input validation error prevents continuing a process
  - feature_problem – Feature or function is missing, blocked or not usable
    - feature_not_available – User cannot find or use a feature that should exist
    - feature_disabled_or_not_in_plan – Feature is intentionally disabled or requires a higher plan
    - temporarily_disabled – Feature is temporarily disabled due to maintenance or incident
  - wrong_or_unexpected_result – Service returns wrong, inconsistent or unexpected results
    - calculation_error – Totals, prices, balances or calculated values are wrong
    - inconsistent_display – Different screens, reports or exports show conflicting values
    - business_rule_misapplied – Discounts, eligibility, routing or other business rules are wrong
  - workflow_blocked – User cannot complete a process, even if single steps work
    - cannot_complete_checkout_or_submission – Process stops before final confirmation or payment
    - step_dependency_broken – A required step or dependency prevents moving to the next step
  - stability – Client or app becomes unstable or unusable
    - crash – App or client crashes or closes unexpectedly
      - crash_on_startup – Crash happens directly at startup or login
      - crash_on_action – Crash is triggered by a specific user action
    - freeze_or_not_responding – UI freezes or becomes unresponsive and must be restarted
- data_integrity – Problem with data being missing, wrong or corrupted
  - data_loss – Data is missing, deleted or overwritten
    - partial_data_loss – Some records, fields or attachments are missing
    - full_data_loss – Whole objects, accounts or datasets appear deleted
  - data_corruption – Data exists but is damaged, duplicated or inconsistent
    - duplicated_records – Unexpected duplicates of objects or entries
    - unreadable_or_invalid_data – Data cannot be opened, parsed or used correctly
- other – Symptom that does not fit the other categories or is unclear
  - unclear_symptom – User describes a problem but the symptom is vague or mixed
root_cause_hint – Likely or suspected underlying cause (high-level guess)
- config_change – Issues caused by configuration or recent changes in the system
  - misconfiguration – Wrong or missing configuration, settings or rules
  - regression_bug – Issue likely introduced by a recent change, deployment or release
  - permissions_missing – Missing roles, rights, entitlements or approvals in the configuration
- infra_environment – Capacity, infrastructure or connectivity limitations
  - capacity_limit – Overload, quotas, rate limiting or resource exhaustion
  - network_issue – Connectivity, routing, DNS, VPN or firewall problems
  - third_party_outage – External provider, upstream API or SaaS service is down or degraded
- data_process – Problems caused by data or how it is processed
  - data_quality – Broken, inconsistent, incomplete or invalid data
  - user_error – User misunderstood, misused or misconfigured something
- planned_change – Known planned work or expected side-effects
  - scheduled_maintenance – Planned maintenance window, migration or change activity
- other – Cause that does not fit the other categories or is unknown
sentiment – Overall emotional tone of the ticket text
- negative – User expresses dissatisfaction, frustration or worry
  - mildly_negative – Polite but clearly dissatisfied, disappointed or annoyed
  - frustrated – Strong frustration, repeated problems, clear emotional tension
  - angry – Angry tone, harsh wording, blame directed at support or vendor
  - escalated_or_threatening – Mentions escalation, complaints to management, legal or churn threats
- neutral – Mostly factual, descriptive or procedural tone
  - purely_factual – Short, matter-of-fact description without visible emotion
  - mixed_or_unclear – Tone is mixed or too short to clearly classify
- positive – User is satisfied, appreciative or optimistic
  - satisfied – User is generally happy with the service or solution
  - grateful – Explicit thanks, appreciation or praise for support or product
  - enthusiastic – Very positive, excited or promotional tone
formality – Degree of formality in the writing style
- more_formal – Clearly formal, polite or official tone
  - very_formal – Highly formal, official, legalistic or contract-like language
  - formal – Standard polite business language, respectful and structured
- neutral – Everyday language without strong formal or informal markers
  - neutral_plain – Straightforward, matter-of-fact wording without slang or heavy politeness
- more_informal – Casual or conversational tone
  - informal – Casual language, contractions, light slang or emojis, but still respectful
  - very_informal – Very casual, heavy slang or chat-style writing, memes, inside jokes
addressed_to – Who is explicitly addressed in the message
- support_ops – Operational support and technical help channels
  - generic_support – Addressed to a generic support, helpdesk or service desk team
  - technical_team – Addressed to engineers, IT operations or technical specialists
- business_functions – Commercial, billing and account-related contacts
  - sales_account – Addressed to sales, account management or customer success
  - billing_finance – Addressed to billing, invoicing, collections or finance team
- leadership_governance – Leadership, management or formal governance functions
  - management_executive – Addressed to management, leadership, C-level or directors
  - legal_compliance – Addressed to legal, compliance, data protection or privacy office
- individual_person – Directly addressed to a specific person rather than a team
  - named_person – Addressed to a specific named individual (e.g. 'Hi Anna', 'Dear Mr. Smith')
- other – Recipient that does not fit the other categories or is unclear
  - unclear_recipient – Recipient is ambiguous, mixed or cannot be determined from the text

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