Service Request Ticket - # 55424

Service Request Information

CONTACT Name Ketcham, Patricia   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Nov 20, 2014 03:52 PM
Department The Research Institute Phone 89265
Location Email ketchamp@wou.edu Request for more information Send 'Keeping in touch' email Send 'I'm thinking of you' email
SR INFO Type WOU #
Priority Equipment Type
Status Flagged
Description
Laptop Edit WOU # 20140358[Edit Inv] (opens in a new window) Bldg/Room OFF PDR
Service Tag Description Apple MacBook Pro 13-inch #Z0MT002AG
Serial No. C1MP305ADV30 Location PDR

CPU Intel Core i7(2.9GHz dual-core, 4MB L3 cache)


OS MAC OS X 10.14 (Mojave) Software MS Office 2011 Std for MAC from P0096004, SPSS Statistics Premium Faculty Pack from P0102741 til NOV-30-2017(Statistics24 in NOV2016) see T:\Spss\SPSS2x_TRI TERM licensesStatisticsPremFacPack

Wired NIC AC:87:A3:23:65:20


Wireless NIC 24:A0:74:EA:D3:8A


Bluetooth NIC 24:A0:74:EA:D3:8B

TECHS Submitted by Sarah Pettigrew Contact spettigrew12@wou.edu 88925
Primary Technician Contact burgesonl@wou.edu 88955

Tracking

Entered by Date Memo
Lori Burgeson
Email

Public
Entered by Date Memo
Lori Burgeson Dec 15, 2014 09:27 AM 
Status changed from (1) Pending to (5) Completed
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Lori Burgeson Dec 15, 2014 09:27 AM 
Everything is working well for Pat.  I let her 
know I would close the ticket but to let me know 
if she needs anything.
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Lori Burgeson Dec 15, 2014 09:00 AM 
Went back over last Friday.  Checking in with her 
today to see if everything is working well.
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Lori Burgeson Dec 12, 2014 01:33 PM 
Swung by her office earlier, but she wasnt there.  
Sent her an email for availability.
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Lori Burgeson Dec 12, 2014 09:01 AM 
She mentioned that she cant see the mouse when she 
is connected to a monitor.  Will help her out with 
this.
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Lori Burgeson Dec 12, 2014 06:44 AM 
Emailed to check-in on how laptop is behaving.
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Lori Burgeson Dec 11, 2014 07:05 AM 
Set laptop back up for Pat.  Mapped network drives 
and printers.  Made sure she was an administrative 
user and set up mobile profile.  Will check in 
with her Friday to see how everything is working.
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Lori Burgeson Dec 10, 2014 12:04 PM 
She is available at 3:30
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Lori Burgeson Dec 10, 2014 08:50 AM 
Laptop is ready for delivery.  Emailed Pat for 
availability.
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Lori Burgeson Dec 10, 2014 08:32 AM 
Image uploaded to server.  Setting computer up now 
for deployment.  Will need to add Pat's network 
drives back in and make sure she is an 
administrative user with an active mobile profile.
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Lori Burgeson Dec 10, 2014 07:30 AM 
Upload of image did not go through last night.  
Retrying this morning.
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Lori Burgeson Dec 09, 2014 02:10 PM 
Uploading this image to BB in case we need it 
soon.  Will configure everything for user once it 
has finished.
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Lori Burgeson Dec 09, 2014 12:55 PM 
Process failed overnight.  Ran again and it was 
successful.  Rebuilding image now.
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Lori Burgeson Dec 08, 2014 03:47 PM 
Internet recovery will run overnight and I will 
finish creating an image tomorrow.  Will need to 
check to make sure a double HD isnt shown in Boot 
Options menu before deploying laptop to Pat.
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Lori Burgeson Dec 08, 2014 03:36 PM 
Reimage did not solve the problem.  Trying the 
second option to reformat the HD and will install 
a fresh copy of Yosemite from internet recovery.
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Lori Burgeson Dec 08, 2014 03:16 PM 
Everything Apple walked me through looked 
normal.  The technician suggested reimaging and 
if that doesn't work, reformatting the HD and 
reinstalling a fresh copy of the OS.

Case #: 709743004
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Lori Burgeson Dec 08, 2014 03:14 PM 
I was able to get everything to load as normal 
by running Disk Utility and Repairing the HD 
and recovery partition.  The odd thing is that 
at the boot disk selection screen, it lists two 
hard disks instead of one hard drive and the 
recovery partition.
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Lori Burgeson Dec 08, 2014 09:38 AM 
Her computer is sitting at the firmware load 
screen and will not display an OS.  Cannot 
perform a repair.  When booting to devices, 
computer is showing two hard drives even though 
there are not two hard disks.
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Megan Thibeault Dec 08, 2014 08:38 AM 
Priority changed from (3) Priority to (2) High Priority.
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Megan Thibeault Dec 08, 2014 08:38 AM 
Priority changed from (3) Priority to (2) High Priority.
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Megan Thibeault Dec 08, 2014 08:38 AM 
User called in, doesn't seem to be working. Did a 
reboot and it is stuck on the apple screen with 
the bar only loading part way.
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Lori Burgeson Dec 04, 2014 08:40 AM 
Status changed from (1) Pending to (5) Completed
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Lori Burgeson Dec 04, 2014 08:40 AM 
Made Pat an administrative user and checked to 
make sure her mobile profile was active.  
Connected TR-TRILJ8000 (Xerox Phaser 4510) and 
TR-EarlyChild (Xerox ColorQube 8570) printers. 
Connected network drives and added them to 
login items list.  Reinstalled SPSS software 
and licensed.
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Lori Burgeson Dec 03, 2014 09:38 AM 
Mac was sitting on the firmware check screen, so I 
brought it back to troubleshoot.  Pat is still 
using the loaner machine on we set up a few weeks 
ago so she is able to get work done.
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Lori Burgeson Dec 02, 2014 12:05 PM 
Scheduled: Wed., Dec. 3 @ 9am
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Lori Burgeson Dec 02, 2014 08:54 AM 
Task reassigned to Lori Burgeson.
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Lori Burgeson Dec 02, 2014 08:54 AM 
****This is an email****
Hi Pat,

We have a new Mac Laptop and monitor ready to 
set up for you.  If this is taking the place of 
a current computer, please move any documents 
you might have saved to the desktop of the 
current computer to a network drive such as 
your H drive.  This will ensure we are able to 
transfer everything to the new machine.  Once 
that has been done, please let me know your 
availability so we can make an appointment with 
you to complete the setup.

Thank you,
Lori
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Miles Rakestraw Nov 26, 2014 12:20 PM 
Task reassigned to UCS Tech.
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Miles Rakestraw Nov 26, 2014 12:20 PM 
MacBook is setup and ready to be delivered. 
MacBook has been put on the shelf across from the
restroom in ITC 009.
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Miles Rakestraw Nov 25, 2014 01:26 PM 
Task reassigned to Miles Rakestraw.
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Tricia Flaherty Nov 24, 2014 10:48 AM 
Task reassigned to New Equip. Setup.
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Tricia Flaherty Nov 24, 2014 10:48 AM 
SPSS software can be found at:
T:\Spss\SPSS2x_TRI TERM licensesStatisticsPremFacPack
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Sarah Pettigrew Nov 20, 2014 03:52 PM 
NEW EQUIP SETUP: A MacBook Pro and Dell monitor need to be 
setup and delivered to Patricia Ketcham in TODD 229. The WOU # of 
the laptop is 20140358[Edit Inv] and the monitor is 20140359[Edit Inv]. The 
equipment is on the shelves across from the restroom in ITC 009.
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