Service Request Ticket

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Service Request Information

CONTACT	Name	Murphy, David	Date	Feb 20, 2020 08:15 AM
	Department	Criminal Justice	Phone	88410
	Location		Email	murphyd@wou.edu

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

Laptop	Edit WOU #	20180030 (opens in a new window)	Bldg/Room	MA 213
	Service Tag	D615RQ2	Description	Dell Latitude 5490, i5-8250U, 1.6GHZ quad core
	Serial No.	D615RQ2	Location	David Murphy, Professor
	CPU	Intel Core i5-8250U 8thGen(Quad 1.6GHz, 6M Cache)
	OS	Windows 10 Pro, 64 bit	Software	Microsoft Desktop Ed license licensed for Office Pro Plus 201* XXXX2018007938;
	Wired NIC	E4:B9:7A:0D:28:E2
	Wireless NIC	3C:6A:A7:7B:EA:94
	Bluetooth NIC	3C:6A:A7:7B:EA:98

TECHS	Submitted by	Megan Thibeault	Contact	thibeaultm@wou.edu	88925
	Primary Technician		Contact	thibeaultm@wou.edu	88925

Tracking

Entered by	Date	Memo
Megan Thibeault			Email Public
Entered by	Date	Memo
Megan Thibeault	Jul 21, 2020 10:46 AM	Status changed from (7) Waiting for Contact to (5) Completed	Add Attachment
Megan Thibeault	Jul 21, 2020 10:46 AM	Closing this ticket since we never heard back.	Add Attachment
Megan Thibeault	Jun 18, 2020 04:29 PM	Status changed from (1) Pending to (7) Waiting for Contact	Add Attachment
Megan Thibeault	Jun 18, 2020 04:29 PM	Priority changed from (2) High Priority to (3) Priority.	Add Attachment
Megan Thibeault	Jun 18, 2020 04:29 PM	**This is an outgoing email** Hi David, We were just following up with you regarding a service request that we have for you. (#75504) Description: Issues with laptop needs reimaged now having sound issues after reimage. 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, Megan Thibeault	Add Attachment Public
Megan Thibeault	Mar 19, 2020 07:16 AM	Emailed David back suggesting to run windows updates and dell command. Told him I could look more into it when COVID 19 was over since I'm not at the office. I also told him we still have his loaner set a side if he needed it.	Add Attachment
Megan Thibeault	Mar 19, 2020 07:16 AM	Status changed from (7) Waiting for Contact to (1) Pending	Add Attachment
Megan Thibeault	Mar 19, 2020 07:16 AM	Emailed David back suggesting to run windows updates and dell command. Told him I could look more into it when COVID 19 was over since I'm not at the office. I also told him we still have his loaner set a side if he needed it.	Add Attachment
Megan Thibeault	Mar 19, 2020 07:14 AM	**This is an email** Hi Megan, Thanks for your email. My laptop is performing much better. The only problem I've noticed is that sometimes the speakers don't work. Restarting the machine usually resolves this. Should I be concerned? Thanks again, Dave	Add Attachment
Megan Thibeault	Mar 18, 2020 07:25 AM	Status changed from (6) Ready to Deliver to (7) Waiting for Contact	Add Attachment
Megan Thibeault	Mar 18, 2020 07:25 AM	**This is an outgoing email** Hi David, We were just following up with you regarding a service request that we have for you. (#75504) Description: Tuesday Issues with laptop needs reimaged Just wanted to follow up and see how your laptop is working for you? Thanks, Megan Thibeault	Add Attachment Public
Alix Karkanen	Mar 10, 2020 09:53 AM	He came and got his laptop, I have the loaner on my desk	Add Attachment
Megan Thibeault	Mar 06, 2020 07:54 AM	Computer in out bin with SR# on it.	Add Attachment
Megan Thibeault	Mar 06, 2020 07:33 AM	Status changed from (3) Order in Process to (6) Ready to Deliver	Add Attachment
Megan Thibeault	Mar 06, 2020 07:33 AM	**This is an outgoing email** Hi David, I need some additional information regarding service request #75504 Description: Tuesday Issues with laptop needs reimaged I warrantied and replaced your motherboard on your laptop. I've been stress testing it for the last two days. I think the issue has been resolved. The laptop does lock after 15 minutes with no activity which is a campus security policy. Please let me know when you will be by to get your laptop back or if you have any other questions. Thanks, Megan	Add Attachment Public
Megan Thibeault	Mar 04, 2020 03:29 PM	Task reassigned to Megan Thibeault.	Add Attachment
Megan Thibeault	Mar 04, 2020 03:28 PM	Replaced motherboard 3/4 ran dell drives, prime 95 testing next	Add Attachment
Megan Thibeault	Mar 03, 2020 02:45 PM	Status changed from (1) Pending to (3) Order in Process	Add Attachment
Megan Thibeault	Mar 03, 2020 02:45 PM	You have successfully submitted request SR1017812311.	Add Attachment
Megan Thibeault	Mar 03, 2020 11:30 AM	Joe is starting Prime 95 test on it	Add Attachment
Joe Collinsworth	Mar 03, 2020 10:47 AM	On the desk	Add Attachment
Joe Collinsworth	Mar 03, 2020 10:46 AM	Most likely it needs to be warrantied for the motherboard. I ran diagnostics and nothing came up	Add Attachment
Joe Collinsworth	Mar 03, 2020 10:45 AM	He said it was having trouble coming out of sleep mode and he had to hard reboot it. Also speakers weren't playing sound sometimes	Add Attachment
Alix Karkanen	Mar 03, 2020 09:44 AM	Task reassigned to UCS Tech.	Add Attachment
Alix Karkanen	Mar 03, 2020 09:44 AM	David brought in this laptop	Add Attachment
Gino Salazar	Mar 03, 2020 09:42 AM	Task reassigned to Service Request Desk.	Add Attachment
Gino Salazar	Mar 03, 2020 09:01 AM	He will need to hardwire to get up and running	Add Attachment
Gino Salazar	Mar 03, 2020 09:01 AM	Laptop will be in the outbox, please leave the laptop he brings in the inbox and I will test it tomorrow when I'm in.	Add Attachment
Gino Salazar	Mar 03, 2020 09:00 AM	Laptop 20140702 is ready for him, also got him a charger and a bag	Add Attachment
Gino Salazar	Mar 03, 2020 08:54 AM	Getting a loaner ready	Add Attachment
Lourdes Salazar	Feb 25, 2020 03:39 PM	Status changed from (5) Completed to (1) Pending	Add Attachment
Lourdes Salazar	Feb 25, 2020 03:39 PM	Status changed from (5) Completed to (1) Pending	Add Attachment
Lourdes Salazar	Feb 25, 2020 03:39 PM	He called back and still not working. Coming in next Tuesday for loaner.	Add Attachment
Katherine Reynoso	Feb 25, 2020 02:04 PM	Status changed from (2) Scheduled to (5) Completed	Add Attachment
Katherine Reynoso	Feb 25, 2020 01:58 PM	He picked it up.I installed firefox, chrome. Looks like it already had adobe, and word.	Add Attachment
Katherine Reynoso	Feb 25, 2020 01:09 PM	Task reassigned to Katherine Reynoso.	Add Attachment
Joe Collinsworth	Feb 25, 2020 11:40 AM	Done, installed software center and doing updates now	Add Attachment
Gino Salazar	Feb 25, 2020 10:22 AM	Please update tasks	Add Attachment
Gino Salazar	Feb 25, 2020 09:56 AM	Task reassigned to UCS Tech.	Add Attachment
Gino Salazar	Feb 25, 2020 09:56 AM	Sent email, will update if he responds	Add Attachment
Gino Salazar	Feb 25, 2020 09:45 AM	Sending him email to reschedule	Add Attachment
Gino Salazar	Feb 25, 2020 09:45 AM	He no showed his appointment time, I waited out there for 10 minutes and nothing.	Add Attachment
Gino Salazar	Feb 25, 2020 09:27 AM	Task reassigned to Gino Salazar.	Add Attachment
Gino Salazar	Feb 25, 2020 09:19 AM	Task reassigned to Joe Collinsworth.	Add Attachment
Gino Salazar	Feb 25, 2020 09:19 AM	Task reassigned to Gino Salazar.	Add Attachment
Megan Thibeault	Feb 20, 2020 08:21 AM	Status changed from (1) Pending to (2) Scheduled	Add Attachment
Megan Thibeault	Feb 20, 2020 08:21 AM	Priority changed from (3) Priority to (2) High Priority.	Add Attachment
Megan Thibeault	Feb 20, 2020 08:19 AM	Needs files backed up first	Add Attachment
Megan Thibeault	Feb 20, 2020 08:15 AM	Issues with laptop, he would like it reimaged. Come by on the 25th at 9:30am	Add Attachment