Service Request Ticket

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Service Request Information

CONTACT	Name	Hagemann, Ryan	Date	Apr 26, 2019 10:55 AM
	Department	President’s Office	Phone	88809
	Location		Email	hagemannr@wou.edu

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

Computer	Edit WOU #	20160388 (opens in a new window)	Bldg/Room	ITC 013
	Service Tag	3Y0SRD2	Description	Dell OptiPlex 9020 SFF I7-4790(quad 3.6GHz, 8MB)
	Serial No.	3Y0SRD2	Location	GFA Pool
	CPU	Intel Core i7-4790(Quad Core HT, 3.6GHz, 8MB)
	OS	Windows 7 Pro, 64 bit	Software	MS office Pro Plus 201* from XXXX2016005511
	Wired NIC	18:66:DA:1C:18:FA

TECHS	Submitted by	Brittany Franklin	Contact	franklinb@wou.edu	89267
	Primary Technician		Contact	franklinb@wou.edu	89267

Tracking

Entered by	Date	Memo
Brittany Franklin			Email Public
Entered by	Date	Memo
Brittany Franklin	Oct 25, 2019 01:09 PM	Status changed from (1) Pending to (5) Completed	Add Attachment
Brittany Franklin	Oct 25, 2019 01:09 PM	Since it was re-imaged, there were two machines in Sophos with the same name. Deleted the old one, which was the one with the Sophos alerts on it. It's all good now!	Add Attachment
Shandelle Plasker	Oct 25, 2019 12:09 PM	Task reassigned to Brittany Franklin.	Add Attachment
Shandelle Plasker	Oct 25, 2019 12:09 PM	His machine has been re-imaged.	Add Attachment
Megan Thibeault	Oct 17, 2019 01:35 PM	He is moving later this week and I think we will finally have a chance to reimage this station to Windows 10.	Add Attachment
Megan Thibeault	Aug 20, 2019 08:07 AM	**This is an outgoing email** Hi Ryan, We were just following up with you regarding a service request that we have for you. (#71960) Description: Sophos Clear Alerts on W20160388 We were wondering when you would be ready for a reimage. I have a loaner prepped for you. Thanks, Megan Eichler	Add Attachment Public
Brittany Franklin	Aug 13, 2019 11:29 AM	Status changed from (7) Waiting for Contact to (1) Pending	Add Attachment
Megan Thibeault	Jun 21, 2019 08:42 AM	Status changed from (1) Pending to (7) Waiting for Contact	Add Attachment
Megan Thibeault	Jun 21, 2019 08:42 AM	**This is an outgoing email** Hi Ryan, We were just following up with you regarding a service request that we have for you. (#71960) Description: Sophos Clear Alerts on W20160388 We were wondering when you would be ready for a reimage. I have a loaner prepped for you. Thanks, Megan Eichler	Add Attachment Public
Shina Oladiti	Jun 12, 2019 08:55 AM	**This is an email** Thanks Shina. I cannot do this right now because I have a board meeting today. If I have time to ensure that I have backed up my files, I will be out of the office on Friday and that might be a good time. Let me get through today and then we can figure it out! Ryan	Add Attachment
Alix Karkanen	Jun 12, 2019 08:49 AM	**This is an email** Ryan Hagemann 8:48 AM (0 minutes ago) to ucshelpdesk I will be out of the office on WEDNESDAY JUNE 12 for meeting of the WOU Board of Trustees. If you require assistance, please contact the President's Office at 503-838-8888. I will return your message when I get to the office tomorrow. Thank you.	Add Attachment
Shina Oladiti	Jun 12, 2019 08:48 AM	**This is an outgoing email** Hi Ryan, I need some additional information regarding service request #71960 Description: Sophos Clear Alerts on W20160388 We are still having issues with anti-virus alert on your machine and after multiple effort to get it out, we could not get rid of it. At the moment i think re-imaging your machine is the best option we've got. I am checking with you to know when we could come in and swap your machine out for a loaner while we re-image it. Please, backup your files on the local drive to avoid lost of data. Thank you and i look forward to reading back from you. Regards, Shina	Add Attachment Public
Brittany Franklin	Jun 12, 2019 08:26 AM	Priority changed from (2) High Priority to (1) Highest Priority.	Add Attachment
Brittany Franklin	Jun 12, 2019 08:26 AM	Doesn't look like it's been reimaged. Can someone get in contact with him to start the process?	Add Attachment
Brittany Franklin	Jun 06, 2019 11:23 AM	Has his machine been reimaged?	Add Attachment
Shina Oladiti	May 10, 2019 04:05 PM	Could not figure it out either, it is complaining about permission, used all the account i could but still nothing. Told him we would have to re-image his machine and have him use loaner while we do that.	Add Attachment
Brittany Franklin	May 10, 2019 08:45 AM	Priority changed from (3) Priority to (2) High Priority.	Add Attachment
Brittany Franklin	May 10, 2019 08:45 AM	Any progress on this one? :)	Add Attachment
Shina Oladiti	May 03, 2019 10:00 AM	**This is an outgoing email** Hi Ryan, I need some additional information regarding service request #71960 Description: 5/2 11amSophos Clear Alerts on W20160388 I am following up on the work order we have for you and wondering if we could schedule another time to come in and work with you on this. Regards, Shina	Add Attachment Public
Reggie Johnson	May 01, 2019 02:43 PM	Couldn't remove the wscript.exe in the system32 folder. Rebooted and running a scan	Add Attachment
Shina Oladiti	Apr 26, 2019 04:43 PM	**This is an outgoing email** Hi Ryan, I need some additional information regarding service request #71960 Description: Sophos Clear Alerts on W20160388 There is an alert discovered by Sophos on your computer which needs to be clear. I would like to schedule a time that works for you best to have us come in to clear this alert. Please, lets know what time/date works for you best. Regards, Shina Add Attachment Public Brittany Newman Apr 26, 2019 10:57 AM Sophos needs the	Add Attachment Public
Brittany Franklin	Apr 26, 2019 10:55 AM	Sophos needs the alerts cleared on W20160388. You will need to use a tamper protection code to be able to clear the alerts: 437895742235	Add Attachment