Service Request Ticket

Jump to:

Preferences

Directory Lookup

Service Request Information

CONTACT	Name	Rizo, Amy	Date	Oct 02, 2023 09:29 AM
	Department	The Research Institute	Phone	89238
	Location		Email	rizoa@wou.edu

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

Laptop	Edit WOU #	20200469 (opens in a new window)	Bldg/Room	TODD 236
	Service Tag		Description	Apple 13-inch MacBook Pro with Touch Bar - Space Gray #Z0Z1
	Serial No.	C02DQ17FQ05N	Location	Amy Rizo _RECOVERED 9/6/23--STOLEN 8/28/2023
	CPU	Intel Core i5(1.4GHz quad-core, 8thGEN)
	OS	MAC OS X 10.15 (Catalina)	Software
	Wireless NIC	C4:91:0C:B4:18:0D
	Bluetooth NIC	C4:91:0C:B5:45:D8

TECHS	Submitted by	Mary Dycus	Contact	mdycus20@wou.edu	88925
	Primary Technician		Contact	bparksion23@wou.edu	88925

Tracking

Entered by	Date	Memo
Brady Parksion			Email Public
Entered by	Date	Memo
Brady Parksion	Dec 04, 2023 09:10 AM	Status changed from (2) Scheduled to (5) Completed	Add Attachment
Brady Parksion	Dec 04, 2023 09:10 AM	Received loaner, placing in 2 weeks.	Add Attachment
Sam Sevugan	Nov 30, 2023 12:31 PM	**This is an email** Hello, I am out of the office until Monday, 12/4/23. I will respond to your email when I return to office. Kind regards, -Amy	Add Attachment
Brady Parksion	Nov 30, 2023 12:30 PM	**This is an outgoing email** Hi Amy, We were just following up with you regarding a service request that we have for you. (#81219) Description: DROP OFF, 11/6/23 \| Needs laptop recovery assistance. Checking in to see if the loaner laptop we have assigned to you was dropped off, if it hasn't been dropped off I'd be more than happy to come pick it up whenever you're available. Thanks, Brady Parksion	Add Attachment Public
Brady Parksion	Nov 16, 2023 03:48 PM	**This is an outgoing email** Hi Amy, We were just following up with you regarding a service request that we have for you. (#81219) Description: DROP OFF, 11/6/23 \| Needs laptop recovery assistance. Just checking in to see if the loaner was dropped off to us. If it hasn't been dropped off I would be more than happy to come pick it up from you some time next week if you're available. Thanks, Brady Parksion	Add Attachment Public
Brady Parksion	Nov 06, 2023 11:15 AM	Dropped off 20200469, She was in a meeting when we got there, so I let her keep the loaner until the end of the week. Told her to come drop it off when she gets a chance and ill msg her on Thursday if we havn't gotten it back.	Add Attachment
Brady Parksion	Nov 06, 2023 10:21 AM	**This is an incoming email** Hi! Yes I am in my office and available until 11:00am and my office is Todd Hall room 225, Thanks! -Amy	Add Attachment
Brady Parksion	Nov 06, 2023 09:43 AM	**This is an outgoing email** Hi Amy, I need some additional information regarding service request #81219 Description: DROP OFF, 11/6/23 \| Needs laptop recovery assistance. I saw your emails to jack and was wondering if you were around for me to come drop this laptop off. Thanks, -Brady University Computing Solutions	Add Attachment Public
Monica Valencia	Nov 06, 2023 09:34 AM	the laptop should be in the outbox - it was just the laptop, no bag or charger	Add Attachment
Monica Valencia	Nov 06, 2023 09:34 AM	Task reassigned to Brady Parksion.	Add Attachment
Jack Martinis	Nov 01, 2023 09:05 AM	**incoming** No problem! I’ll be in my office Monday 6th 8am-4:30pm stop by anytime! -Amy	Add Attachment
Jack Martinis	Oct 31, 2023 11:51 AM	Laptop (no charger or bag) is in outbox, user needs to sign into laptop before leaving so we can add them as an admin and get their printers.	Add Attachment
Jack Martinis	Oct 31, 2023 11:32 AM	**outgoing** In hindsight; I am able to drop it off or have you pick it up at a later date, we will need to meet when this happens because we would need you to sign in to the laptop before we give it back; we need you to be signed into it first to add your admin rights and printers among some other things. I apologize for forgetting this. -Jack Martinis, UCS Tech.	Add Attachment
Jack Martinis	Oct 31, 2023 10:19 AM	**This is an outgoing email** Hi Amy, Description: PICK UP, 10/30/23 \| Needs laptop recovery assistance. Your laptop is ready to be picked up or dropped off somewhere on campus. -Jack Martinis, UCS Tech.	Add Attachment Public
Jack Martinis	Oct 27, 2023 01:56 PM	Status changed from (1) Pending to (2) Scheduled	Add Attachment
Jack Martinis	Oct 27, 2023 01:55 PM	**incoming** Hi Richard, I am on campus on Mondays and can pick it up then! Thank you, -Amy	Add Attachment
Jack Martinis	Oct 27, 2023 01:55 PM	**outgoing** I have the laptop up at our front desk, probably where you dropped the laptop off initially waiting for you. If you are on campus, I am able to drop it off to you as well. All I have is the laptop itself, no bag or charger. -Jack Martinis, UCS Tech.	Add Attachment
Jack Martinis	Oct 27, 2023 01:55 PM	**incoming** Hi Jack! I don't think I need any special software added. Thank you! -Amy	Add Attachment
Jack Martinis	Oct 25, 2023 10:33 AM	**This is an outgoing email** Hi Amy, I need some additional information regarding service request #81219 Description: Needs laptop recovery assistance. I have this laptop all updated and reinstalled with the latest Mac OS. Was there any special software you needed installed on this machine? If not, it is ready for a pickup. -Jack Martinis, UCS Tech.	Add Attachment Public
Jack Martinis	Oct 18, 2023 12:43 PM	looks like laptop was began reimaging, it's name was simply Macbook Pro, and its wou number stickers have been taken off. I was able to confirm with its serial number that it is indeed 20200469. Looks like I will begin imaging this like normal.	Add Attachment
Jack Martinis	Oct 05, 2023 11:43 AM	**This is an outgoing email** Hi Amy, I need some additional information regarding service request #81219 Description: Needs laptop recovery assistance. So what exactly happened with the machine that prompted these locks to be put into place? Was it actually stolen? Ultimately, I think our preference would be to have the laptop totally wiped and reinstalled with a safe, fresh copy of MacOS that is free of any possible tampering from when it left your possession. I am unsure if we are going to be able to get into the machine with those locks. If you can email me back with more information, I can set up an appointment for you to swing by and us to take a look at it. -Jack Martinis, UCS Tech.	Add Attachment Public
Mary Dycus	Oct 02, 2023 09:29 AM	**This is an email** Hi, Laptop #: 20200469 Anyone from your team is welcome to come to my office Todd Hall 225 anytime today, I work in the office on Mondays. I cannot login at all because it was reported missing/stolen with apple's "Find My" security app. When I turn on the laptop it gives me 4 options: Restore from Time Machine Reinstall macOS Big Sur Safari Disk Utility Sorry for the lack of tech knowledge on my end! -Amy	Add Attachment
Mary Dycus	Oct 02, 2023 09:29 AM	**This is an email** Amy, I would go ahead and put that in for you. What is the WOU number on the laptop? What is a good time for a tech to come visit or for you to come in? And what exactly are you looking for as far as recovery for your laptop? Please let me know. Best, Mary	Add Attachment
Mary Dycus	Oct 02, 2023 09:29 AM	**This is an email** Hello! I was wondering when I could stop by and have my laptop recovered? (It was stolen and had the emergency lock activation and now has been returned but needs to be restored).	Add Attachment