Service Request Ticket

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Service Request Information

CONTACT	Name	Hocker, Madison	Date	Sep 24, 2019 02:12 PM
	Department		Phone
	Location		Email	aswouviscom@mail.wou.edu

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

Computer	Edit WOU #	20140843 (opens in a new window)	Bldg/Room	ITC 009
	Service Tag		Description	iMac, 21.5-inch, Intel Core i5, 2.7GHz, Quad core
	Serial No.	D25PW0SCF8J7	Location	Going to PDR
	CPU	Intel Core i5(2.7GHz Quade-core, 6MB L3)
	OS	MAC OS X 10.10 (Yosemite)	Software	MS Office 2011 Std for MAC from xxxx2014004298, Adobe CC*FULLMAC serialized desktop from XXXX2014004265 CHANGED to SHARED DEVICE OCT2019 SR#73795
	Wired NIC	98:5A:EB:D0:28:39
	Wireless NIC	B8:09:8A:D7:FC:79
	Bluetooth NIC	B8:09:8A:D7:FC:7A

TECHS	Submitted by	Stephanie Magee	Contact	smagee15@wou.edu	88925
	Primary Technician		Contact	jcollinsworth17@wou.edu	88925

Tracking

Entered by	Date	Memo
Joe Collinsworth			Email Public
Entered by	Date	Memo
Joe Collinsworth	Oct 22, 2019 04:08 PM	Status changed from (1) Pending to (5) Completed	Add Attachment
Joe Collinsworth	Oct 22, 2019 04:08 PM	she successfully logged in	Add Attachment
Joe Collinsworth	Oct 22, 2019 04:05 PM	delivered and setup	Add Attachment
Joe Collinsworth	Oct 22, 2019 02:04 PM	**This is an outgoing email** Hi Madison, I need some additional information regarding service request #73795 Description: 10/1 4 update Adobe CC to 2019 Your computer is finished installing Adobe and is ready to be delivered. I'll plan to bring it to your office after 4:00 today Joe	Add Attachment Public
Joe Collinsworth	Oct 22, 2019 12:39 PM	Presumably finished	Add Attachment
Joe Collinsworth	Oct 17, 2019 02:29 PM	**This is an outgoing email** Hi Madison, Just wanted to give you an update regarding service request #73795 Description: 10/1 4 update Adobe CC to 2019 Your computer is finished reimaging and we are working on reinstalling Adobe. I'm aiming to have this ready by the end of today but if not I'll hand the task off to another tech to deliver it tomorrow. Thank you Joe	Add Attachment Public
Joe Collinsworth	Oct 17, 2019 11:07 AM	Finished imaging. Checking software	Add Attachment
Joe Collinsworth	Oct 15, 2019 06:44 PM	Delivered and setup loaner. Still having the same problems on the new machine. Had her log in on a lab computer and her credentials work fine. She is currently using her personal adobe account for work	Add Attachment
Joe Collinsworth	Oct 15, 2019 09:02 AM	#20141294 is the loaner	Add Attachment
Joe Collinsworth	Oct 15, 2019 08:00 AM	**This is an outgoing email** Hi Madison, Regarding service request #73795 Description: 10/1 4 update Adobe CC to 2019 What are your hours this week? I'm prepping a loaner iMac so we can have you try logging in on that. I was also wondering if you are having issues logging in on the Marcom computers as they have the same version as yours does. Thank you Joe	Add Attachment Public
Joe Collinsworth	Oct 15, 2019 07:58 AM	Her personal adobe account works on this computer	Add Attachment
Joe Collinsworth	Oct 15, 2019 07:58 AM	Prepping a loaner so we can try her logging in on that. She's had success logging in on other computers. I've installed both versions of adobe 2019 on this computer and never been able to get her logged in.	Add Attachment
Joseph Tavares	Oct 14, 2019 05:37 PM	Priority changed from (3) Priority to (2) High Priority.	Add Attachment
Joseph Tavares	Oct 14, 2019 05:37 PM	She is looking for update on this. Still cant get adobe applications to run with the correct account/privileges after using the methods that were suggested.	Add Attachment
Joseph Tavares	Oct 10, 2019 07:20 PM	**This is an email** To update Joe, the things we tried didn't work and I'm still getting the same pop-ups. Thank you, Madison Hocker	Add Attachment
Savannah Sharp Voss	Oct 10, 2019 03:52 PM	**This is an email** I've tried opening them from both the original application files and the creative cloud. They don't crash when I open them, they just ask me to try a 7 day free trial of adobe. So the programs are working fine, I just don't have permission to use them on this computer. I haven't had this problem logging into adobe on the other Macs I've used on campus either.	Add Attachment
Joseph Tavares	Oct 08, 2019 05:16 PM	Still experiencing issues executing the adobe programs on that machine. **This is an email** I tried opening the programs the way Joe said to. It didn't work. I don't know if this computer has been granted access to adobe. Thank you, Madison Hocker	Add Attachment
Savannah Sharp Voss	Oct 08, 2019 04:47 PM	**This is an email** I log in fine, but I still can't use the programs. Thank you, Madison Hocker	Add Attachment
Savannah Sharp Voss	Oct 08, 2019 04:11 PM	**This is an email** Hello, The techs are trying to see if we can figure this out on our end. You are in the Adobe user list as mhocker15@wou.edu. If you select Enterprise after entering your username as mentioned here in the username field it should take you to portal to login. If you are using *@mail.wou.edu it will not work. Additionally what error message are you receiving when you are trying to log in? Thank you, Savannah	Add Attachment
Tricia Flaherty	Oct 08, 2019 11:12 AM	also try to get what the response or error message is she is getting as that may help us to see what is specifically going on.	Add Attachment
Tricia Flaherty	Oct 08, 2019 11:11 AM	she is in the Adobe federated user list as mhocker15@wou.edu if she selects Enterprise after entering her username as listed above in the Username field it should then take her to portal to login with her WOU campus credentials. make sure she is not using **@mail.wou.edu	Add Attachment
Alix Karkanen	Oct 08, 2019 11:07 AM	**This is an email** I tried that, it didn't work. Thank you,	Add Attachment
Alix Karkanen	Oct 08, 2019 11:06 AM	**This is an email** Hi Madison, If you haven't already try the process outlined in the attachment. If you have already tried that and continue to have issues we can work from there on how to get you logged into the Adobe suite. Thanks, Joey	Add Attachment
Alix Karkanen	Oct 08, 2019 11:06 AM	Status changed from (5) Completed to (1) Pending	Add Attachment
Alix Karkanen	Oct 08, 2019 11:06 AM	After the person from UCS came to install the newer Adobe Suite on my work computer, I lost permission to use it. It's asking me to do a free trial or buy adobe. I asked if I would have access after installing the new version, and the person that installed it said yes, but I can't access the programs. I need Adobe programs to do my job, I can't do anything until it's fixed. Would someone please help me get access? Computer #20140843	Add Attachment
Joe Collinsworth	Oct 03, 2019 02:49 PM	Status changed from (1) Pending to (5) Completed	Add Attachment
Joe Collinsworth	Oct 03, 2019 02:49 PM	finished and sent directions	Add Attachment
Joe Collinsworth	Oct 02, 2019 01:54 PM	started install	Add Attachment
Joe Collinsworth	Oct 02, 2019 01:54 PM	deleted old adobe	Add Attachment
Joe Collinsworth	Oct 01, 2019 04:58 PM	tomorrow	Add Attachment
Joe Collinsworth	Sep 25, 2019 02:42 PM	**This is an outgoing email** Hi Madison, Regarding service request #73795 Description: 9/24 3:45 update Adobe CC to 2019 After doing some research I found the correct version of Adobe that we need to install on your machine. It will be set up so you can put in your school credentials and get access to Adobe 2019. Please let me know when you are in the office and have time for me to come install it. Thank you Joe	Add Attachment Public
Joe Collinsworth	Sep 25, 2019 09:24 AM	install from self service	Add Attachment
Joe Collinsworth	Sep 25, 2019 09:24 AM	need to run adobe cleanup tool	Add Attachment
Stephanie Magee	Sep 24, 2019 02:38 PM	Task reassigned to Joe Collinsworth.	Add Attachment
Stephanie Magee	Sep 24, 2019 02:30 PM	she is available at 3:45	Add Attachment
Stephanie Magee	Sep 24, 2019 02:12 PM	Gotta remove the existing version first. Extension 88303 Location: WUC 122	Add Attachment