Service Request Ticket

Jump to:

Preferences

Directory Lookup

Service Request Information

CONTACT	Name	Scharn, Tracy	Date	Jan 03, 2012 08:10 AM
	Department	Library & Media Services	Phone	88892
	Location		Email	scharnt@wou.edu

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

Laptop	Edit WOU #	20101425 (opens in a new window)	Bldg/Room	OFF PDR
	Service Tag		Description	Dell Latitude E6420 i7-2720QM (2.20GHz, 6M, 4GB)
	Serial No.	F4JF2Q1	Location	PDR
	CPU	Intel Core i7-2720QM(2.2GHz, 6MB cache)
	OS	Unknown	Software	Microsoft Office Pro Plus 2010 from P0080959 installed as Office Pro Plus 2007, TechSmith Camtasia Studio v7.1 SnagIt bundle from VISA2011002646, upgrade Techsmith SnagIt WINv11.2 & Camtasia Studio WINv8.1 from VISA2013003723
	Wired NIC	5C:26:0A:60:65:27
	Wireless NIC	A0:88:B4:4F:80:D0
	Bluetooth NIC	C0:F8:DA:E3:8C:94

TECHS	Submitted by	Nicole Crane	Contact	ncrane10@wou.edu	88010
	Primary Technician		Contact	hutchinsont@wou.edu	88010

Tracking

Entered by	Date	Memo
Teresa Hutchinson			Email Public
Entered by	Date	Memo
Teresa Hutchinson	Jan 17, 2012 09:50 AM	Task reassigned to Teresa Hutchinson.	Add Attachment
Teresa Hutchinson	Jan 17, 2012 09:50 AM	Task reassigned to Teresa Hutchinson.	Add Attachment
Teresa Hutchinson	Jan 17, 2012 09:50 AM	**This is an email** Thanks for checking in, Teresa. This is a recurring problem, but it appears to be okay right now. Todor thought that if it continued to be a problem it might be a bad image. I will open a new request if it happens again. Tracy	Add Attachment
Teresa Hutchinson	Jan 13, 2012 12:43 PM	**This is an outgoing email** Hi Tracy, We were just following up with you regarding a service request that we have for you (#45771) Description: Computer won't allow for start up/log in. We were wondering if this has been resolved for you or if we can still be of assistance with this. If so, just let us know, we'll be happy to help. Thanks! Teresa	Add Attachment Public
Todor Todorov	Jan 12, 2012 09:22 AM	I restarted her computer and was able to log in. I updated her BIOS and some of her drivers.	Add Attachment
Teresa Hutchinson	Jan 12, 2012 07:52 AM	Task reassigned to Todor Todorov .	Add Attachment
Teresa Hutchinson	Jan 12, 2012 07:42 AM	Task reassigned to UCS Tech.	Add Attachment
Teresa Hutchinson	Jan 12, 2012 07:42 AM	Task reassigned to UCS Tech.	Add Attachment
Teresa Hutchinson	Jan 12, 2012 07:42 AM	She called and asked for the ticket to be reopened. This morning she turned on her computer and it is just sitting there and won't start up. She has class at 8:00 but asked for the tech to come in and to her office, Library Rm 117E and go ahead and work on it while she is in class.	Add Attachment
Todor Todorov	Jan 11, 2012 09:58 AM	Status changed from (1) Pending to (5) Completed	Add Attachment
Todor Todorov	Jan 11, 2012 09:58 AM	I gave her admin rights	Add Attachment
Joshua Johnson	Jan 11, 2012 08:49 AM	Tracy will be in the office all day today.	Add Attachment
Todor Todorov	Jan 11, 2012 08:07 AM	Called and left a VM asking for available time	Add Attachment
Joshua Johnson	Jan 10, 2012 02:18 PM	Status changed from (5) Completed to (1) Pending	Add Attachment
Joshua Johnson	Jan 10, 2012 02:18 PM	Will not let her restore her computer or create short cuts now. She would like to have someone come back and help her out.	Add Attachment
Todor Todorov	Jan 10, 2012 09:21 AM	Status changed from (1) Pending to (5) Completed	Add Attachment
Todor Todorov	Jan 10, 2012 09:21 AM	The clock on her computer was 1 hour behind, which prevented her from logging on to the network. I also had to reinstall Camtasia and Snagit.	Add Attachment
Teresa Hutchinson	Jan 10, 2012 07:33 AM	Priority changed from (3) Priority to (1) Highest Priority.	Add Attachment
Teresa Hutchinson	Jan 10, 2012 07:33 AM	She called just now and said that she is getting an error message that there is a relationship error message between this machine and the network. She asked if Todor could come down at 8:00 as soon as he gets in. She is at the Library Rm 117E and will be waiting for his help.	Add Attachment
Todor Todorov	Jan 05, 2012 04:38 PM	I called her had her try to help her log in to her computer, but we weren't making progress, so she's going to bring the laptop in next week (Tuesday)	Add Attachment
Todor Todorov	Jan 05, 2012 03:20 PM	Task reassigned to Todor Todorov .	Add Attachment
Nicole Crane	Jan 03, 2012 01:25 PM	**This is an email** Yes, the problem is still happening. When I try to login, it tells me my username or password is incorrect. I think this is because the computer restored to an earlier point when it crashed. Specifically, here is the login I've been trying: HL01425SCHARNT/scharnt The laptop is with me in Eugene, where I am (trying to) work from home, so the tech won't be able to look at it. Is there any way to troubleshoot remotely? My home number is 541-685-0924, if that's possible. Tracy	Add Attachment
Nicole Crane	Jan 03, 2012 08:11 AM	Emailed back asking if problem was still happening and for the wou# of the computer.	Add Attachment
Nicole Crane	Jan 03, 2012 08:10 AM	**This is an email** Hello, I'm having a serious problem with my work computer (Dell Latitude E6420, OS Windows 7). I received this laptop computer in Fall term as a replacement for my PC. During the term, there were times when it would hang during startup. Today I tried to use it and it couldn't startup. When I restarted and tried again, I received a message that it wasn't able startup and needed to repair itself. After a long period of time, it finished repairing, but now I cannot login at all. There is specialized software (Captivate, Camtasia) on the computer that I need to use to work during the break. Please let me know how we can fix this. Thanks!	Add Attachment