Service Request Ticket - # 77106

Service Request Ticket - # 77106

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Service Request Information

CONTACT	Name	Caires-Hurley, Jaclyn	Date	Mar 16, 2021 01:58 PM
	Department	Education & Leadership	Phone	89322
	Location		Email	hernandezj@wou.edu

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

Computer	Edit WOU #	20190242 (opens in a new window)	Bldg/Room	RWEC 115
	Service Tag	DQP8PY2	Description	Dell OptiPlex 7060 SFF desktop, i5-8500 3Ghz 6core
	Serial No.	DQP8PY2	Location	Jaclyn (Hernandez) Caires-Hurley, 2nd workstation
	CPU	intel i5-8500(6-Core/Thread,9MB Cache, up to 4GHz)
	OS	Windows 10 Enterprise 64bit	Software	MS office Pro Plus 201* from XXXX2019009325
	Wired NIC	E4:54:E8:59:11:E0

TECHS	Submitted by	Katherine Reynoso	Contact	kreynoso15@wou.edu	88925
	Primary Technician		Contact	ppuett16@wou.edu	88925

Tracking

Entered by	Date	Memo
Peter Puettmann			Email Public
Entered by	Date	Memo
Peter Puettmann	Apr 22, 2021 11:20 AM	Status changed from (7) Waiting for Contact to (5) Completed	Add Attachment
Stephanie Magee	Mar 25, 2021 03:57 PM	came to pick it up, did hardwire and made an admin	Add Attachment
Peter Puettmann	Mar 24, 2021 10:23 AM	Task reassigned to Peter Puettmann.	Add Attachment
Peter Puettmann	Mar 24, 2021 10:22 AM	bringing in for an image.	Add Attachment
Katherine Reynoso	Mar 23, 2021 01:53 PM	Status changed from (1) Pending to (7) Waiting for Contact	Add Attachment
Katherine Reynoso	Mar 23, 2021 10:37 AM	Apprently, it's at her house. Her son has been using it occasionally for school. I gave her how to access this and delete the application. She said she would give us a call if it's been deleted.	Add Attachment
Katherine Reynoso	Mar 22, 2021 03:06 PM	**This is an email** Hi Katherine, I am available on Tuesday, all day. Please let me know what time works best for you. Have a great weekend,	Add Attachment
Katherine Reynoso	Mar 19, 2021 02:11 PM	**This is an email** Hello, I'll be in the office Monday and Tuesday if you are available. If not, let's get in touch next week and schedule a meeting during the first week of classes. Thank You, Katherine	Add Attachment
Katherine Reynoso	Mar 18, 2021 08:34 AM	**This is an outgoing email** Hi Jaclyn, I need some additional information regarding service request #77106 Description: *Sophos issue I'm Katherine with UCS. We've received a notification from our anti-virus that there is a potentially unwanted application on your computer. We want to make sure the application is no malicious or unwanted. Do you mind if I stop by your office to look at this computer? It is 20190242, the desktop computer. Let me know what times work for you. If you have any questions feel free to email me or call our front office at 503- 838-8925 Thank You, Katherine	Add Attachment Public
Katherine Reynoso	Mar 18, 2021 08:10 AM	Sophos Central Event Details for Western Oregon University What happened: We detected a potentially unwanted application (PUA) on a computer. PUAs are not malicious but are often considered unsuitable for corporate networks. Where it happened: W20190242 Path: C:\Users\hernandezj\AppData\Roaming\Browser Assistant\S.dll What was detected: Browser Assistant User associated with device: MASH\hernandezj How severe it is: Medium What Sophos has done so far: We blocked access to the PUA. What you need to do: In the Sophos Central Admin console, go to the Alerts page. Select the PUA alert. To remove the PUA, click Clean up PUA(s). If you want to let it run, click Authorize PUA(s). Authorize PUAs will apply to all your computers, not just the one in this alert.	Add Attachment
Katherine Reynoso	Mar 18, 2021 08:09 AM	Contact changed from Student Student to Jaclyn Caires-Hurley.	Add Attachment
Katherine Reynoso	Mar 16, 2021 02:00 PM	Contact Info: d	Add Attachment Public
Katherine Reynoso	Mar 16, 2021 01:58 PM	Sophos Central Event Details for Western Oregon University What happened: We attempted to restore a cleaned up application but failed. Where it happened: W20160534 Path: C:\Users\kelleym\AppData\Local\Microsoft\Windows\ INetCache\IE\4XNKY921\kamino-webcam-ui_x32[1].exe What was detected: ML/PE-A User associated with device: MASH\kelleym How severe it is: Medium What Sophos has done so far: Sophos detected an application and cleaned it up along with any associated items. Later someone tried to restore it. An admin on your account may have done this (by clicking the "Allow" button next to a detection event) , or Sophos may have done it automatically. The restore was not fully successful; some items may have been restored, but not all. What you need to do: To check whether the application is working, review the Sophos Clean log on the endpoint computer. This shows which items were restored and which ones weren’t. By default the log is at C:\ProgramData\Sophos\Clean\Logs\clean.log.	Add Attachment