Service Request Ticket - # 18832

Service Request Ticket - # 18832

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Service Request Information

CONTACT	Name	Gatimu, Margaret	Date	Jan 18, 2007 10:03 AM
	Department	Education & Leadership	Phone	88025
	Location		Email	gatimum@wou.edu

SR INFO	Type		WOU #
	Priority		Equipment Type
	Status		Flagged
	Description	characters left

Laptop	Edit WOU #	20020770 (opens in a new window)	Bldg/Room	OFF
	Service Tag		Description	Inspiron 8200, Pentium 4-1.8GHZ
	Serial No.	236GK11	Location	PDR
	CPU	Unknown
	OS	Unknown	Software

TECHS	Submitted by	Jonathan Guillen	Contact	jguille@wou.edu	88925
	Primary Technician		Contact	crowej@wou.edu	88955

Tracking

Entered by	Date	Memo
Joe Crowe			Email Public
Entered by	Date	Memo
Brian Smith	Jan 24, 2007 11:28 AM	joe is heading over.	Add Attachment
Audrey Macken	Jan 24, 2007 09:27 AM	Left a message for the techs.	Add Attachment
Audrey Macken	Jan 24, 2007 09:13 AM	She is getting really frustrated about this. She said she can't explain where the file is unless someone goes over there so she can show them. She said she doesn't want any more emails or questions, she is getting very upset about it.	Add Attachment
Joe Crowe	Jan 23, 2007 05:43 PM	**This is an email** I'm following up on this task. I assume that you would still like a restore attempt to be made. I do need to know the file location if I'm to attempt this. thanks, Joe Crowe Joe Crowe wrote: > Hello Wangeci, > > The note that I have from the task is " > : > The file was located on the hard drive: c:\wazeeinterviews.doc She says she accidently dragged it to the recycle bin, but when she opened the recycle bin to retrieve the file, it was no longer there. I told her that we encourage users to save documents to their network drive shares since those are backed up regularly. > " > > Am I correct in understanding that the file location listed above "c:\wazeeinterviews.doc" is not correct? Was it in fact on your h drive? If so, was it nested within folders or directly under your h drive? If it was on your h drive overnight and you know the path to the document, then it can be restored. > > thanks, > > Joe Crowe > > Wangeci Gatimu wrote: >> Joe Crowe >> I do not understand your message, I was not saving the document on the C drive, I accidentantly dragged it to the recycle bin and was not stored in the recycle bin when I tried to retrieve it. I am not guaranteed same day service but at least I should find out if my request is going to be taken care of especially if it involves real time instruction. I am amazed that the whole day thursday I could not get anyone to help me if as you indicate the document is stored overnight in the C drive if I understand your message. >> >> >> Wangeci	Add Attachment
Audrey Macken	Jan 22, 2007 02:38 PM	She will be available until 4.30. She is getting anxious.	Add Attachment
Joe Crowe	Jan 22, 2007 01:44 PM	Task reassigned to Joe Crowe.	Add Attachment
Audrey Macken	Jan 22, 2007 10:04 AM	She will be in until noon today. She would like someone to get in touch with her about this.	Add Attachment
Ronni Luchterhand	Jan 19, 2007 08:14 AM	called, left vm	Add Attachment
Joe Crowe	Jan 19, 2007 01:52 AM	**This is an email** Hello Wangeci, I'm following up on task 18832. I've put into the notes that a tech should attempt to search your computer for the document that you are missing. If indeed it has been deleted and was stored on your local machine, there is never anything that can be done. We ask that our users never save anything of any importance to their local computer c: drive. The "My Documents" that points to the h: drive is the reliable way to save. If a document is on the h: drive overnight, it is backed up to tape and can be restored. I see from the notes in the task that you had called originally at 10 am and then about three hours later, at 1:20. I'd like to make sure that you have a clear idea of what we can and cannot do. Given our call volume, we cannot guarantee same-business day service. thanks, Joe Crowe	Add Attachment
Joe Crowe	Jan 19, 2007 01:42 AM	Please search for this file within her computer. If it's not there, please make sure to let her know there will never be anytime that we can restore a document from her c drive.	Add Attachment
Courtney Carlson	Jan 18, 2007 01:20 PM	Called to check on status, saying that she expected someone would have helped her by now; she has been "waiting here for hours."	Add Attachment
Jonathan Guillen	Jan 18, 2007 10:06 AM	The file was located on the hard drive: c:\wazeeinterviews.doc She says she accidently dragged it to the recycle bin, but when she opened the recycle bin to retrieve the file, it was no longer there. I told her that we encourage users to save documents to their network drive shares since those are backed up regularly.	Add Attachment