Service Request Ticket

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Service Request Information

CONTACT	Name	Landon-Hays, Melanie	Date	Mar 14, 2019 11:47 AM
	Department	College of Education	Phone	89223
	Location		Email	haysm@wou.edu

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

Laptop	Edit WOU #	20141271 (opens in a new window)	Bldg/Room	NONE
	Service Tag		Description	Apple MacBook Air 13.3 #Z0RJ
	Serial No.	C1MPX3SVG944	Location	Going to PDR
	CPU	Intel Core i5(1.6GHz dual-core, 3MB L3)
	OS	MAC OS X 10.14 (Mojave)	Software	MS Office 2011 Std for MAC from XXXX2014004298
	Wireless NIC	E0:AC:CB:6D:0F:5C
	Bluetooth NIC	E0:AC:CB:6D:0F:5D

TECHS	Submitted by	Alix Karkanen	Contact	akarkanen17@wou.edu	88925
	Primary Technician		Contact	ucsaccountadmin@wou.edu	88955

Tracking

Entered by	Date	Memo
Account Administration			Email Public
Entered by	Date	Memo
Tricia Flaherty	May 22, 2020 11:05 AM	Task reassigned to Account Administration.	Add Attachment
Shina Oladiti	Mar 19, 2019 01:32 PM	Status changed from (2) Scheduled to (5) Completed	Add Attachment
Shina Oladiti	Mar 19, 2019 01:32 PM	Upgrade to Mojave .	Add Attachment
Shina Oladiti	Mar 19, 2019 01:32 PM	Laptop delivered!	Add Attachment
Shina Oladiti	Mar 19, 2019 12:25 PM	**This is an outgoing email** Hi Melanie, I need some additional information regarding service request #71524 Description: MEDIUM] Alert for Sophos Central [Western Oregon University]: You must clean up a potentially unwanted applica Would like to let you know that your laptop is ready and i am checking to know when you would like me to bring it in. Regards, Shina	Add Attachment Public
Alix Karkanen	Mar 18, 2019 04:01 PM	Hi! I just wanted to check in before I head home at 5 to see if my laptop would be ready to take home with me? I am interviewing students for our graduate programs until 5, but hoped to stop by UCS on the way home. Thank you, Melanie Sent from my iPhone	Add Attachment
Shina Oladiti	Mar 18, 2019 11:25 AM	She brought in her machine, i am going to upgrade it to Mojave.	Add Attachment
Shina Oladiti	Mar 18, 2019 11:10 AM	She brought in her machine, i am going to upgrade it to Mojave.	Add Attachment
Shina Oladiti	Mar 15, 2019 01:00 PM	She will bring it in on Monday.	Add Attachment
Shina Oladiti	Mar 15, 2019 12:59 PM	Went in to delete the path. She wants to update her laptop to the recent OS. I asked her to backup her file before we start with the upgrade.	Add Attachment
Shina Oladiti	Mar 14, 2019 02:17 PM	Status changed from (1) Pending to (2) Scheduled	Add Attachment
Shina Oladiti	Mar 14, 2019 02:17 PM	Status changed from (1) Pending to (2) Scheduled	Add Attachment
Shina Oladiti	Mar 14, 2019 02:17 PM	Priority changed from (3) Priority to (2) High Priority.	Add Attachment
Shina Oladiti	Mar 14, 2019 02:17 PM	**This is an email** 12 would be great...I teach from 1-3:50. Could I leave my computer with you if I have to jet to class?	Add Attachment
Shina Oladiti	Mar 14, 2019 01:54 PM	**This is an outgoing email** Hi Melanie, I need some additional information regarding service request #71524 Description: MEDIUM] Alert for Sophos Central [Western Oregon University]: You must clean up a potentially unwanted applica I am checking to know when to come in to work with you on this task. We discover that there is PUA which is more like Malware on your machine and we would like to come in to get rid of it before it compromise your data. Please, let us know when is the right time to come. Regards, Shina	Add Attachment Public
Shina Oladiti	Mar 14, 2019 01:52 PM	Contact changed from Brittany Newman to Melanie Landon-Hays.	Add Attachment
Alix Karkanen	Mar 14, 2019 11:49 AM	Once this has been cleaned up, put it in Brittany's queue	Add Attachment
Alix Karkanen	Mar 14, 2019 11:47 AM	**This is an email** Sophos Central Event Details for Western Oregon University What happened: We could not clean up a potentially unwanted application (PUA). Where it happened: W20141271 Path: /Volumes/Player/Player_999.app/Contents/MacOS/j WjhVIZksMsbykR0aTuvXQCLr6r5qJM What was detected: Bundlore User associated with device: W20141271\haysm How severe it is: Medium What Sophos has done so far: We attempted to clean up. What you need to do: In the Sophos Central Admin console, go to the Alerts page and find the PUA alert. Click on the PUA name to see details and cleanup advice on the Sophos website. Then go to the affected computer and clean up the PUA manually.	Add Attachment