Service Request Ticket

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Service Request Information

CONTACT	Name	Brownell, Cori	Date	Sep 01, 2021 02:02 PM
	Department	The Research Institute	Phone	88815
	Location		Email	brownec@wou.edu

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

Laptop	Edit WOU #	20190346 (opens in a new window)	Bldg/Room	TODD 230
	Service Tag	2LFG0Z2	Description	Dell Latitude 5290 2-in-1 (i5-8350U quad 1.7GHz)
	Serial No.	2LFG0Z2	Location	ERS workstations, Cori Brownell
	CPU	Intel Core i5-8350U 8thGen(Quad 1.7GHz, 6M Cache)
	OS	Windows 10 Pro, 64 bit	Software	Microsoft Desktop Ed license licensed for Office Pro Plus 201* XXXX2019009325;
	Wireless NIC	DC:71:96:2F:4B:D0
	AUX NIC	98:E7:43:B2:97:2A

TECHS	Submitted by	Sam Sevugan	Contact	ssevugan20@wou.edu	88925
	Primary Technician		Contact	lsalazar19@wou.edu	88925

Tracking

Entered by	Date	Memo
Lourdes Salazar			Email Public
Entered by	Date	Memo
Lourdes Salazar	Sep 22, 2021 07:52 AM	Task reassigned to Lourdes Salazar.	Add Attachment
Lourdes Salazar	Sep 22, 2021 07:52 AM	Status changed from (1) Pending to (5) Completed	Add Attachment
Sam Sevugan	Sep 21, 2021 02:14 PM	Cori picked it up	Add Attachment
Lourdes Salazar	Sep 21, 2021 01:43 PM	At front desk. ERS installed.	Add Attachment
Lauryn Aronson	Sep 21, 2021 10:38 AM	imaged and updated.	Add Attachment
Lourdes Salazar	Sep 21, 2021 09:10 AM	Called and would like it done before the end of the day because is on campus. If cannot get done then will be in on Friday.	Add Attachment
Lourdes Salazar	Sep 21, 2021 08:50 AM	Priority changed from (2) High Priority to (1) Highest Priority.	Add Attachment
Jennie Yang	Sep 17, 2021 12:27 PM	"If that's the only way to do it, then definitely proceed. Thanks for letting me know. I appreciate your time."	Add Attachment
Lourdes Salazar	Sep 17, 2021 10:55 AM	Thanks. I don't need to save any files. The only concern is the software "ERS". Is that threatened in any way? If so, what do you suggest? Thanks so much	Add Attachment
Lourdes Salazar	Sep 17, 2021 10:25 AM	**This is an email** Cori, We will need to reimage your device. Do you have any files you want saved or anything on your computer you need saved? If so you will need to bring a usb stick and I would like you to come over on Monday morning or sometime next week so we can copy those files onto it! This is how we remove the virus. Best, Lourdes	Add Attachment
Lourdes Salazar	Sep 17, 2021 08:54 AM	Priority changed from (3) Priority to (2) High Priority.	Add Attachment
Lourdes Salazar	Sep 17, 2021 08:49 AM	Cori, This is technician Lourdes from USC. We were able to update your service request and we have located your tablet! We are working very hard on getting through our service requests and I apologize we were unable to update you yesterday. Are you set up with a loaner? We can set you up with a loaner while we are working on this? Best, Lourdes	Add Attachment
Jennie Yang	Sep 16, 2021 11:17 AM	laptop is currently in inbox* Cori called and emailed for follow up, waiting to update her.	Add Attachment
Lourdes Salazar	Sep 16, 2021 07:53 AM	laptop is currently in outbox.	Add Attachment
Jennie Yang	Sep 02, 2021 11:58 AM	A software program on the device called ERS. It's important to keep this intact. - Additional info from Cori.	Add Attachment
Jennie Yang	Sep 02, 2021 11:15 AM	Ipad dropped off.	Add Attachment
Sam Sevugan	Sep 01, 2021 03:47 PM	**This is an email** Cori Brownell 3:46 PM (1 minute ago) to UCS Sam...Anything extremely important is backed up. I would like to keep the files that are in the tablet's "documents" folder if at all possible. I don't need anything on my desktop. I will bring the computer sometime between 10- 12:00 if that's okay. Thanks for your help and support. Cori	Add Attachment
Sam Sevugan	Sep 01, 2021 03:07 PM	**This is an email** Yes, this is my primary computer. I can leave it with you though as I have my old laptop available to me. I can bring it in tomorrow if that works. Thank you!	Add Attachment
Sam Sevugan	Sep 01, 2021 02:02 PM	**This is an email** Cori Brownell 1:38 PM (3 minutes ago) to UCS Great, thanks! My tablet number is: 20190346 I just came back from Family Leave. While on leave, my supervisor gave me permission to use my tablet to do some basic online shopping and banking. I fell for a phishing email due to being in a very stressful situation. I always prided myself on never falling for one of these traps but I did. Huge, embarrassing mistake. I did give some private information. After that interaction, I noticed this: Basically, when I did a Google search on Chrome, I sometimes got bounced to a different browser. I decided to not use the tablet until I let UCS know. I did have to turn on the tablet a couple of times but used it very little and turned off the tablet promptly.	Add Attachment